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Ask Clients About Transactions and Track Their Replies

When you encounter a transaction you can't place, Propio lets you send the client a question — by SMS or WhatsApp — directly from the transactions table. Their reply threads back to the specific transaction, and Propio's AI takes it from there: categorizing it automatically when the answer is clear, asking one follow-up when it's not, and flagging it for you when the client doesn't know.

Before You Start

  • Your client must have a phone number saved on their profile in Propio.
  • Messages send in the client's preferred language (English, Spanish, or Portuguese).

Steps

Ask about a single transaction

  1. Go to the Transactions page and locate the transaction you want to ask about.
  2. Check the box on the left of the transaction row to select it.
  3. Click More in the action bar, then click Ask Client.
  4. Review the draft message — it includes the date, vendor, and amount.
  5. Click Send to deliver immediately, or click Schedule to choose a date and time.

Once sent, the transaction moves to the Waiting tab and the client receives a message via SMS or WhatsApp asking them to explain it.

Ask about multiple transactions at once

  1. Select multiple transaction rows using the checkboxes.
  2. Click More in the action bar, then click Ask Client (N) — where N is the number of transactions selected.
  3. Review the message preview showing all selected transactions.
  4. Click Send to deliver, or Schedule to set a delivery time.

The client receives a single consolidated message listing all questions as a numbered list.

Track replies and view conversation history

  1. Click the Waiting tab to see transactions still awaiting a client response.
  2. When a client replies, a "Client replied [date]" note appears below the transaction description in the row.
  3. Click the transaction row to open the detail sheet.
  4. Scroll to the Client Communication section — it expands automatically when messages are present.
  5. Read the full conversation thread: your outbound messages appear on the right, client replies on the left.
  6. Replies that Propio's AI automatically linked to this transaction show an AI matched badge.

Waiting Tab > Badge with communication status below merchant name

Track Replies

Detail Sheet > Client Communication

Detail Sheet - Client Communication

What the AI does with the client's reply

After a client replies, Propio's AI processes it and follows one of three paths — no action needed from you unless it escalates:

  • Clear reply → The AI re-runs categorization with the client's explanation as context. If it's confident enough, it automatically categorizes the transaction and moves it to Review for your confirmation.
  • Unclear reply → The AI sends the client one follow-up question in their language, asking them to clarify. The follow-up appears in the conversation thread with the [AI] prefix.
  • Client doesn't know → The AI stops messaging and flags the transaction for you. An AI gave up badge appears on the transaction row, and the thread surfaces in the Stuck Threads panel at the top of the client's Inbox.

Tips 💡

  • The Waiting tab is your working queue for client-dependent transactions — filter your view there during month-end close to stay focused on what's still open.
  • The AI matched badge means Propio's AI automatically linked a client reply to this transaction based on amount, vendor, and date. If the match is wrong, open the Client Communication section and click Unlink.
  • Clients can reply with text, photos, or receipts — images appear inline in the conversation thread.
  • You can read the full conversation from the Inbox as well — both views show the same thread.

Common Issues

  • Transaction is stuck in Waiting but the client says they never got the message — verify the phone number on their profile is correct and that they haven't opted out of SMS. For WhatsApp, the client must have WhatsApp active on that number.
  • Transaction shows "AI gave up" — the AI reached its follow-up limit or the client signaled they couldn't answer. Open the Stuck Threads panel in the Inbox and take over the conversation manually.
  • AI matched shows the wrong transaction — open the detail sheet, find the matched reply in the Client Communication section, and click Unlink.

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