IRS Notice / Audit Response Intake
Inbound call regarding an IRS notice, audit, or tax debt issue.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask if there is a response deadline on the notice — this determines urgency.
urgent“Is there a response deadline printed on the notice? If so, what is the date?”
Field: Response deadline on notice
Ask the caller to describe the notice — audit, proposed changes, balance due, levy, lien, etc.
important“Can you describe what the notice says — is it about an audit, a balance due, proposed changes to your return, or something like a tax lien or levy?”
Field: Type of IRS notice or letter
Ask for the notice number, typically found in the upper right corner of the IRS letter.
important“There's usually a notice number in the upper right corner of the letter — something like CP2000 or LT11. Can you read that to me?”
Field: IRS notice number (top right of letter)
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Never advise ignoring an IRS notice.
Do not guarantee that penalties or interest can be waived.
Never provide specific tax advice without reviewing the case.
Do not tell the caller to call the IRS themselves without professional guidance.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- State next step
- Send confirmation
- Advise to bring notice to consultation
Then creates a case with:
- Caller name
- Callback number
- Type of IRS notice or letter
- IRS notice number (top right of letter)
- Tax year(s) involved
- Response deadline on notice
- Amount the IRS says is owed
- All prior tax returns filed
- Currently has tax attorney or CPA handling
- Preferred consultation time
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