What is client question (vraagpost)? Meaning and explanation

A client question arises when an item cannot be booked without extra information. Typical examples are a bank transaction without an invoice or receipt, an unknown receipt of money, an invoice where it is unclear whether it is business-related, or an expense that has to be split across several cost centres. Until the question is answered, the item is often parked on a suspense account.

For many firms, client questions are a silent time sink. Questions go out in separate emails and phone calls, answers arrive incomplete or late, and there is no overview. That delays the month-end close and the VAT return, and it costs staff time to keep track of what is still open. A closed process makes client questions measurable and keeps them from stalling.

In Autoboeker, a client question is linked to the document or entry. You send it manually using a message template, or Autoboeker sends it automatically, either always or from a confidence threshold. Unexplained bank transactions also become client questions. The client answers in the client portal or app, the delivered evidence is analysed with AI and processed, and questions are followed up automatically.