One of Double’s core features is built-in client communication. Questions sent through Double appear in the Client Portal, where contacts can view and respond to them in one organized place.

This article explains how to set up automated reminders that notify contacts when questions are waiting for them in the portal. These reminders help keep communication moving and ensure requests are easy for clients to find and respond to.

Once questions have been asked in Double, client contacts can be notified in two ways:

Manual notifications allow an email to be sent to inform clients that new questions are available in their portal. These messages can be written individually each time or sent using an email template. (Click here to learn more about email templates)

If a practice email is not connected, notifications will be sent from questions@doublehq.com. (Click here to learn more about the practice email)

Email client contacts from within the close by going to the "Message client" button at the top right...

... or from the Portal Settings > Actions > Message Client.

A second option is to enable automated email reminders. When this feature is turned on, Double will automatically send reminder emails to clients if there are unanswered questions in their Client Portal.

By default, these reminders will send weekly at 8 AM ET on Mondays.

Double sends a reminder email when a client has at least one question in the Waiting on Client status at the time the reminder is scheduled to send.

Questions in the "We responded" status under Questions for Us (when that tab is enabled) are also included in the count of items that require attention.

To enable automated email reminders, check the "Email reminders enabled?" option under the client's Portal Settings.

To update the automated reminder schedule, admins can go to:

In the even that reminder emails did not send as expected, they can be triggered again by updating the reminder schedule.

After updating these settings, confirm that the Next Reminder shown in the top-right corner is scheduled for today. This will trigger the reminder email to send at the specified time across all applicable clients.

An email can be sent to multiple contacts at once using the Email Blast feature in Client Portal settings.

For example, If you have a lot of clients, you can use the Intro Email template to easily invite all of your contacts to their new Client Portal.

This opens an email editor where a message can be sent to some or all contacts listed in the portal.

All emails sent from Double are tracked in a client's Email History.

Double allows practices to enable automated reminder text messages for contacts who have a phone number on file. These messages remind contacts to visit the Client Portal and respond to any unanswered questions.

Text reminders include a link that opens the Client Portal in a mobile browser, making it easy to review and respond to requests.

The practice phone number is intended for sending reminders only and is not designed for ongoing two-way texting with contacts.

Text messages can be sent to clients directly from the Client Close page:

Text reminders function the same way as automated email reminders, but the notification is delivered by text message instead of email.

These reminders are sent at the same scheduled time as automated email reminders.

To enable automated text reminders, select Text reminders enabled? in the client’s Portal Settings.

Text messages sent from Double are tracked right beneath the text message draft for easy access.

No – Clients are not notified when you ask a transaction question.

This is to allow you to prepare the list of questions you want to ask, and then send them a notification about all of them at once.

When you're ready, you can send manual emails notifying your clients about new questions in their portal or set up reminders to automatically email your clients on a certain day.

No - This number cannot be changed after it is chosen.

No - Double only supports email blasts at this time.