--- title: Ask Clients About Transactions and Track Their Replies description: Ask clients about transactions, track replies in Waiting tab and learn how the AI executes actions based on the client response. --- [Skip to content](https://help.joinpropio.com/en/ask-clients-about-transactions-and-track-their-replies#main-content) - [English](https://help.joinpropio.com/en/ask-clients-about-transactions-and-track-their-replies) - [Español - Estados Unidos](https://help.joinpropio.com/es-us/preguntar-a-clientes-sobre-transacciones-y-monitorear-sus-respuestas) English Show submenu for translations [![teal-logo-2](https://help.joinpropio.com/hs-fs/hubfs/teal-logo-2.jpg?width=169&height=55&name=teal-logo-2.jpg)](https://help.joinpropio.com/?hsLang=en) Open main navigation Close main navigation - - [English](https://help.joinpropio.com/en/ask-clients-about-transactions-and-track-their-replies) - [Español - Estados Unidos](https://help.joinpropio.com/es-us/preguntar-a-clientes-sobre-transacciones-y-monitorear-sus-respuestas) English Show submenu for translations This is a search field with an auto-suggest feature attached. - There are no suggestions because the search field is empty. 1. [Propio Knowledge Base](https://help.joinpropio.com/en?hsLang=en) 2. [Communications](https://help.joinpropio.com/en/communications?hsLang=en) # 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](https://help.joinpropio.com/hs-fs/hubfs/Track%20Replies.png?width=670&height=323&name=Track%20Replies.png) *Detail Sheet \> Client Communication* *![Detail Sheet - Client Communication](https://help.joinpropio.com/hs-fs/hubfs/Detail%20Sheet%20-%20Client%20Communication.png?width=670&height=250&name=Detail%20Sheet%20-%20Client%20Communication.png)* #### **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**. #### **Related Articles** - Manage Client Conversations in the Inbox - [How AI Categorization Works](https://help.joinpropio.com/en/how-ai-categorization-works?hsLang=en) - [Getting started](https://help.joinpropio.com/en/getting-started?hsLang=en) - [Transactions](https://help.joinpropio.com/en/transactions?hsLang=en#main-content) - [Manual Entry](https://help.joinpropio.com/en/transactions?hsLang=en#manual-entry) - [Import](https://help.joinpropio.com/en/transactions?hsLang=en#import) - [Categorization](https://help.joinpropio.com/en/transactions?hsLang=en#categorization) - [Journal Entries](https://help.joinpropio.com/en/transactions?hsLang=en#journal-entries) - [Tags](https://help.joinpropio.com/en/transactions?hsLang=en#tags) - [Advanced](https://help.joinpropio.com/en/transactions?hsLang=en#advanced) - [Banking & Reconciliation](https://help.joinpropio.com/en/banking-reconciliation?hsLang=en) - [Reports](https://help.joinpropio.com/en/reports?hsLang=en#main-content) - [Profit and Loss](https://help.joinpropio.com/en/reports?hsLang=en#profit-and-loss) - [Balance Sheet](https://help.joinpropio.com/en/reports?hsLang=en#balance-sheet) - [Tax Reports](https://help.joinpropio.com/en/reports?hsLang=en#tax-reports) - [AI Reports](https://help.joinpropio.com/en/reports?hsLang=en#ai-reports) - [Trial Balance](https://help.joinpropio.com/en/reports?hsLang=en#trial-balance) - [Advanced](https://help.joinpropio.com/en/reports?hsLang=en#advanced) - [Migration & Chart of Accounts](https://help.joinpropio.com/en/migration-chart-of-accounts?hsLang=en) - [AI Categorization](https://help.joinpropio.com/en/ai-categorization?hsLang=en) - [Contacts](https://help.joinpropio.com/en/contacts?hsLang=en) - [AI Assistant](https://help.joinpropio.com/en/ai-assistant?hsLang=en) - [Organization Management](https://help.joinpropio.com/en/organization-management?hsLang=en) - [Communications](https://help.joinpropio.com/en/communications?hsLang=en) - [Bank Integration](https://help.joinpropio.com/en/bank-integration?hsLang=en) - [Industry Guides](https://help.joinpropio.com/en/industry-guides?hsLang=en#main-content) - [Real Estate](https://help.joinpropio.com/en/industry-guides?hsLang=en#real-estate) [![Propio-logo-teal-2](https://help.joinpropio.com/hs-fs/hubfs/Propio-logo-teal-2.png?width=112&height=35&name=Propio-logo-teal-2.png "Propio-logo-teal-2")](https://help.joinpropio.com/?hsLang=en)