Agent webchat - updated and relaunched by HMRC

HMRC have updated and relaunched their agent webchat service, which can be accessed via the following updated link: Agent Webchat.

HMRC have asked us to make members aware that HMRC are still seeing some agents accessing agent webchat through the previous link.  If agents have saved or bookmarked the old link, it won’t take them to the improved service, meaning they could be missing out on quicker access to support for many common Self-Assessment and PAYE queries, help with registrations, deregistrations, reactivations and Making Tax Digital. Using the new link helps ensure agents reach the new updated service.

Agent webchat has been streamlined, with the digital assistant being removed and replaced with short questions to more quickly direct the agent to an adviser.  If the adviser is unable to resolve the agent's query because it is too technical, the agent will be offered with a call back from HMRC within 2 working days. 

HMRC also recently published an article in Agent Update Issue 143 explaining the changes that HMRC have been making to webchat, including a list of the queries that are better suited for agent webchat, and those that are better suited for the Agent Dedicated Line or specialist teams.  

HMRC are encouraging agents to complete the post webchat satisfaction survey so they can continue to improve the service. 

The ATT are welcoming thoughts and feedback on the new webchat service via the technical mailbox - [email protected]