Email template
Document request after a call
A phone call is a good way to explain a request, but it is a poor record of what was agreed. This template recaps the call in writing, names the documents the client agreed to send and gives the same secure link and due date.
When to use it
Send this the same day as the call, while the client remembers the conversation and the firm has a written record of what was requested.
Following up on our call: documents for {{period}}
Hi {{client_name}},
Thank you for the call today. This is a short recap of what we agreed you would send for {{period}}:
{{open_items}}
You can upload them here: {{checklist_link}}
The due date is {{due_date}}. If I missed anything we discussed, reply and I will add it to the list.
Thank you, {{firm_name}}
Replace the placeholders in braces with the client's details. Keep the client's tax ID or account number out of the email.
Notes before you send
- Send the recap the same day as the call.
- Name the documents in the client's words, not only the accounting term.
- Use the same link and due date as the original request.
- Ask the client to reply if the recap missed something.
Questions about this template
Why send an email after a call?
The email is the record of what was agreed. It gives the client a written list and a link, and it gives the firm a dated request it can follow up on.
What if the client mentions a document the firm did not expect?
Add it to the checklist before sending the recap, or add it as a note and send an updated request. Do not leave it only in the call notes.
Should the email include every document discussed?
Include the documents the client agreed to send. The full checklist can hold the rest; the recap should be short enough to read on a phone.
What if the client does not reply?
Use the normal reminder schedule. The recap email does not replace the reminder; it starts the written record.