Customer Engagement: Dealing with Agents
Communicating with agents through Shared Workspace is different to communicating with organisations. This is because the dialogue that we have is with a representative of the customer rather than directly with the customer.
Agents must be authorised to act on behalf of their client [SW09140](https://www.gov.uk/hmrc-internal-manuals/shared-workspace-business-manual/sw09140).
Business Units must ensure they put in place a process to:
- Identify all cases dealt with by new agents who elect to use Shared Workspace
- Exclude cases who do not want their affairs dealt with by their agent through Shared Workspace.
- Identify new cases for existing agents.
- Remove cases where the acting agent does not use Shared Workspace e.g. Where there is a change of agent or where the client dispenses with his agent altogether.
All appropriate communication must be processed through Shared Workspace (some correspondence can only be accepted in paper form).