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Messaging the Client / Automated Reminders

How reminders work in Keeper

Updated over a week ago

Once you have asked questions in Keeper, there are two ways to let your clients know they have new questions in their portal:

  • Manually messaging them

  • Automated reminders

By default, all emails send from questions@keeper.app. If you have Custom Branding (Whitelabel) enabled, these emails will send from the practice email you specify.


Emails

The first way to notify your clients is by manually emailing them. You can write a new email each time you need to notify your clients, or you can use an email template. Click HERE to learn more about email templates.

How to Send a Manual Email to a Client

  1. Click Message Client

  2. Review the Send To field

    1. Select the contact you would like to email from the dropdown menu

  3. If applicable, add an email template at the top right

  4. Click Send


Automated Email Reminders

The second way to notify your clients is by enabling automated email reminders.

When this feature is enabled, Keeper will automatically email your client a reminder if they have any unanswered questions in their Client Portal.


Enable Automated Email Reminders

To enable automated email reminders, check the "Email Reminders Enabled" box on that client's close.

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


Enable Automated Reminders in Bulk

In order to enable Client Portal Automated Reminders for you clients in bulk,

  1. Navigate to your Practice Settings (⚙️ icon)

  2. Click All Client Settings

  3. Click the Close tab

  4. Navigate to the Client Portal Reminders column

    1. Choose between Email and Text reminders


Updating Automated Reminder Frequency

If you want to change the frequency of your Automated Reminders, you can do so at the practice level.

  1. Navigate to your Practice Settings (⚙️ icon)

  2. Select the Client Portal section to the left

  3. Go to the Reminders tab

Click HERE to learn how to customize the messaging of the reminders email.


Reminder Email Triggers

If reminders are enabled, your clients will receive a reminder if they have at least one question that is both unresolved and unanswered.

  • If a question shows as "Waiting on Client", then the client will receive a reminder email.

  • If they have answered a question, but you have not yet resolved it, Keeper will not email them - because the ball is in your court to take action.

Here are a few examples:

^ This question will not trigger a reminder email because the client has responded.

^ This question will not trigger a reminder email because you have marked it Resolved.

^ This question will trigger a reminder email because it is "Waiting on Client".

Note: You do not need to add a follow-up question to acknowledge receipt of a file. Asking a follow-up question will prompt the client for additional input.


Resending Reminder Emails

Occasionally, something will happen that prevents your reminder emails from sending properly.

To resend your automated reminder emails, go to your reminder settings and update the next reminder date to be one hour from now:

  1. Go to your Practice Settings (⚙️ icon)

  2. Navigate to the Client Portal section on the left

  3. Select the Reminders tab

  4. Update your Starts On and At settings

    1. Starts on: Today's date

    2. At: one hour from now (e.g., if it's currently 8 AM ET, set this to 9 AM ET).

Make sure the Next Reminder at the top right says it is scheduled for today.


Texting your Clients

Texting your clients is only available on Keeper Premium.


How to Enable Texting

  1. Practice Settings (⚙️ icon)

  2. Click Client Portal

  3. Select the Branding tab in the top menu

  4. Select Practice Phone Number from the bottom menu

  5. Select the phone number to use to text your client

This number is a no-reply number. Keeper numbers cannot receive text message responses at this time.

This number cannot be changed after it is selected! The number you choose for this feature is a new number issued to you through Keeper. It is not your current phone number.

This feature is currently only supported in the US and Canada.


How to Manually Send a Text to the Client

You can text your clients from their client close by

  • Selecting Message Client

  • Navigating to the Text Client tab

  • If applicable, choose a text template at the top right

  • Click Send

    • All texts will come from the practice number you've selected under Branding settings

    • This is currently a no-reply number

You will only be able to text Contacts that have a phone number associated with their contact information.


Automated Text Reminders

Text reminders work functionally the same as automated email reminders, but the reminder is sent as a text instead of an email.

These reminders will send at the same time as your automated email reminders. See here for how to change your reminder frequency.

To enable automated text reminders, check the "Text Reminders Enabled" box on that client's close.


Email Blasts

If you want to send an email to all your contacts, you can do this from your All Contacts tab in your Client Portal settings.

  1. Click Practice Settings (⚙️ icon)

  2. Click Client Portal

  3. Click the All Contacts tab

  4. Click the Send Email Blast button

Clicking that button will open an email editor that will let you send an email to some or all of your contacts.

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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.


FAQs

Do my clients get emails when I ask a question?

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.


Will my client be notified when I answer their question?

NOT automatically - if you answer a question that your client asks you, Keeper will not automatically notify them.

Instead, when you're ready, you can use the We responded button in the Questions from Client section to tell them about it.

This will open up the email editor and pre-fill a template email that you can send to them through Keeper.


Can I change the practice phone number used to text clients?

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

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