Automatic client reminders

When you send a client an information request (a questionnaire, documents, or both), a capital declaration to sign, or a document to sign, the system reminds them on its own until they finish. There is nothing to switch on: reminders start the moment you send.

When reminders go out

By default: the first reminder after two days, then every three days, up to five reminders.
Reminders go out Sunday to Thursday between 9:00 and 19:00 and on Friday until 13:00. Never on Shabbat or holidays, and the eve of a holiday counts like Friday.
While the client is working on the request (saving answers, uploading files, or writing to you), the next reminder waits.
When the case has a last reporting date, reminders also go out a week, three days, and one day before it.
The last reminder tells the client it is the last one and that you will contact them personally.
After the last reminder you get the notification All reminders went out and the client has not finished in the Attention bell.
As soon as the client submits the form or signs, reminders stop.
On a document to sign, each signer gets reminders of their own, with their own link, until they sign. If a signer declines or you cancel the signing, reminders stop for everyone. Someone who signs through an open link gets no reminders, because the office sent them nothing.

What a reminder says

Each reminder lists what is still missing: how many questions are unanswered, which documents are missing, and which file needs replacing and why. It includes the due date, if there is one, and the same link the client already has. The link keeps working for 14 days after each reminder.

At the end of every reminder, on every channel, the client has a link to Stop these reminders for this request.

When the client stops reminders

The link opens a page that tells the client what it means: the request itself is not cancelled and the office still needs what is missing, no more reminders about this request go out on any channel, a delay may mean missed deadlines with the authorities, and the office is told. From there the client can finish right away, or press Stop the reminders.

When the client stops them:

You get the notification The client asked to stop automatic reminders in the Attention bell.
The request shows Client stopped reminders, and the reminders panel says the request is still open.
No reminders go out, even if you send the request again. Remind now is not offered either.
What happens next is up to you: contact the client personally, or, if they agree, press Turn back on.

The request itself carries on as usual: the client can finish it at any time from the same link.

Which channel

Reminders go out on the channels you sent the request on. Sent it by email, they go by email. Sent it by email and WhatsApp, each reminder goes on both. If you only copied the link and sent it yourself, reminders go on the channel the contact prefers, if they have an address there: WhatsApp or email.

You can change the channels on each request, in Where reminders go (see below). Sent the request again on another channel? It is added too.

On WhatsApp, when the client wrote to you in the last 24 hours, a regular message goes out.
After 24 hours, WhatsApp only allows a template approved by Meta. If the office has a reminder template, it goes out.
If none of the channels you chose can send the reminder (for example, the client has no email, or there is no approved WhatsApp template), it goes out on another channel the client can be reached on, and What happened so far says (instead of the chosen channels).
If no channel works (no phone or email, the client asked not to receive messages), you get the notification An automatic reminder could not be sent to the client.

See and change a request’s reminders

On the request itself, next to Edit questionnaire, the Next reminder button shows when. On a capital declaration in the Client signature stage it is at the top of the case. On a document to sign it is on the row of each signer who has not signed yet. Clicking it opens a side panel:

Remind now: shows the reminder as it would go out right now; after Send now it goes out right away, even outside sending hours.
Pause and Resume: stop and restart the reminders.
Snooze until: the client asked for time? Pick a date, and the next reminder goes out then.
Turn off for this request: no reminders for this request, even if you send it again.
What was sent to the client: when the request was sent, who sent it and on which channels, with a link to the conversation.
Where reminders go: a switch per channel, with the contact’s address. Each reminder goes out on every channel switched on, the last one too. A channel where the contact has no address, or that the office has not connected, cannot be switched on, and it says why.
Change schedule: a different schedule for this request only.
What the next reminder will say: the message as the client will get it and to which address, on each channel: the email itself, or the WhatsApp message (the approved template, if the 24-hour window will be closed). With several channels, pick one at the top.
What happened so far: every reminder sent and on which channel, what was not sent and why, and who at the office changed something. The latest come first; Show more opens the rest.

In the client conversation, a reminder the system sent is marked Automatic reminder.

All reminders in one place

Client reminders in the Work menu, under Communication, gathers all of the office’s reminders. In a client’s file, Reminders in the client menu shows only that client’s. At the top you see how many reminders are active, how many go out today, how many need attention, and how many were sent in the last week. Clicking a number opens its list.

Upcoming: active reminders, by when the next one goes out.
Needs attention: requests where every reminder went out and the client still has not finished, and reminders that could not be sent. Each one says why.
Recent activity: what was sent, on which channel, and who at the office sent it by hand, with a link to the conversation.
All: every reminder, with a status filter.

Each row shows the request’s Assignee, the Recipient, the Channels reminders go out on, and who sent the request (Sent by; reminders go out in their name). On a capital declaration the deputy assignee shows under it. You can filter by primary and deputy assignee, and search by a team member’s name too.

Click a request’s name to open it, or a client’s name to see that client’s reminders. On each row you can remind now, or open Manage reminders with every option the request itself has. Each team member sees only reminders for clients they have access to.

After you review: what is missing

Once the client has answered, Ask for what is missing at the top of the request asks them again for only what you pick: now, or in a reminder that goes to the client on a day you choose. If the client wrote they will send it later, choose In a week or In two weeks. The first reminder goes out that day, even if you had switched reminders off for this request, and the reminders then carry on at the usual schedule. The history shows it as Follow-up scheduled. You can also set an office reminder, which appears in the bell. See Review answers and documents.

The office default

Owners and admins change the default in Settings → Messaging → Client reminders: turn reminders off for new requests or change the schedule. The change applies to requests sent from now on.