Allow clients to submit their own questions
The Questions for Us tab allows clients to send questions directly to your practice from within the Client Portal.
When this optional setting is enabled, a new "Questions for Us" tab appears in every client’s portal, giving them a dedicated space to submit inquiries directly to their bookkeeping team.
These questions can be viewed and managed within the client's close under Client Communication → Questions from Client.
Enable the "Questions from Client" option
Navigate to Practice Settings > Client Portal
Select the "Inbound questions/files" tab
Check the "Enable questions from clients" checkbox
The client portal experience
Once enabled, a third tab titled Questions for Us will appear in the Client Portal, allowing clients to submit questions directly to your practice.
Note: Contacts can resolve their "Questions for us" questions from the portal.
Client portals with multiple contacts
Selecting "Notify client" when responding to a question from them will notify the question asker, but no other contacts.
The contact that asks the question is the only one that can see the question in the portal while the question is active.
If assignable questions is OFF, then all contacts can see resolved questions.
If assignable questions is ON, then all contacts cannot see resolved questions from other contacts in the portal.
Questions from contacts are not reassignable to other contacts.
Automated reminders
When automated reminders are enabled for the client, the count of questions in the "New reply" status under "Questions for us" will be included in their unanswered question count.
FAQs
Can I see all of the questions my client has asked me?
Yes - You can access the questions your client has submitted by
Navigating to Client Communication in the client's close
Selecting Questions from Client
Will my client be notified when I answer their question?
No, not automatically – If you respond to a question that your client has submitted, Double will not automatically notify them.
That being said, bookkeepers can choose to notify the client immediately when responding by checking the "Notify client" checkbox. If there are multiple contacts in a portal, only the asker will be notified.
