Ask for something specific
“Please send the documents” creates another question. A useful request says what is needed, which period it covers and when it is due.
The client should understand the action without a follow-up call. Keep the wording direct. Add an example when a document name may be unfamiliar.
Give the client one place to respond
Requests become harder to track when answers arrive through email, chat and separate upload links. A shared workspace gives the client a consistent place to find requests and submit files.
Explain the route during onboarding. Show who receives the submission and how the client can ask a question. A simple first experience helps the client use the same route next time.
Track status beyond “sent”
A sent request is not necessarily a complete response. Distinguish between requested, submitted, checked and still missing. Use the status labels your firm understands.
If a submission is incomplete, explain exactly what is missing. Keep that clarification beside the request. The next person reviewing the engagement should not have to search a separate chat thread.
Make follow-ups useful
Follow up on the outstanding item rather than resending the entire original list. Name the request and the action required. Prioritize items that block work.
OLi Audit’s Client Workspace supports document requests, submissions, files and communication. During the demo, ask to see both sides. the staff request and the client response. Include a case where a file needs clarification.
Your next step
Rewrite five common requests in plain language. Include the required document, period, due date and submission route. Ask someone outside the engagement team whether the instructions are clear.
Quick answers
What makes a document request clear?+
Specify the item, period, due date and submission route.
Should a submitted file be marked complete immediately?+
Review it first under your firm’s process. Submission and completeness are different states.
Original practical guidance prepared for OLi with AI assistance. It focuses on workflow and product evaluation. It does not replace your organization’s policies or professional advice.
