Manual & Automatic Reminders

Reminders notify clients when they haven’t completed an action item by a certain date. Whether you automate reminders or send them manually, they keep clients on point without you having to personally nudge them.

Covered here:

• Reminders
  • Manual Reminder
  • Automatic Reminders
• Setting Up Reminders via Pipeline Automation
• Reminding Clients About Pending Organizers
• Reminding Clients About Pending Contracts
• Reminding Clients About Pending Invoices
• Reminding Clients About Unread Chat Messages
• Reminding Clients About Pending Signatures
• Reminding Clients About Pending Approvals
• Reminding Clients About Pending File Requests

Reminders

Whenever you send something with an action item to a client, they are notified. All users linked to the account—with NOTIFY toggled on—receive an email notification. Check which users are notified by going to the client account Info tab and viewing the NOTIFY toggles in the Contacts section.

When recipients take too long to complete an action item—or forget to—you have two options:

• Resend a reminder manually about the pending organizer, contract, invoice, message or document.
• Set up automatic reminders.

Manual Reminders

To manually resend a reminder, click the three dots to the far right of the item the client needs reminding about, then hit Resend. You can even do this when automatic reminders have been toggled on.

To manually resend a paid or an unpaid invoice, either In the Invoices list or in the account’s client profile, click on the eye icon to the far right of the invoice, and it is displayed in a pop-up. Click the three dots to the far right of the invoice number, then select Send Invoice by Email from the pull-down menu.

To manually resend a notification about a document pending approval, open the Approvals subtab, scroll to the end of the pending documents, then click Request Approval for Pending in the bottom right.

Here’s what happens:

• An additional email reminder is sent to the client.
• A portal notification for the action item is moved to the top of the client’s to-dos.
• Info about the resend is added to the Audit Trail.

Automatic Reminders

To turn on or off automatic Reminders, first open the pending organizer, contract, message, invoice, document pending signature or document pending approval. Toggle on Reminders while sending these manually or via pipeline automation.

Choose how you want the automatic reminders to be set up:

• Inactivity Threshold, Days: By default, a reminder goes out three days after the notification for the action item was sent to the client, but you can change this to whatever you like.
• Limit to: By default, the client gets only one reminder email, but you can also change this to what you prefer.

Setting Up Reminders via Pipeline Automations

You’ll need to make changes to the pipeline to set up reminders for organizers, contracts, invoices and messages automations.

With the Create Invoice, Create Organizer, Send Contract and Send Message automations, the Reminders toggle is beneath the Select template field. Toggle on Reminders, then choose how you want to set up the automatic reminders:

• Inactivity Threshold, Days: By default, a reminder goes out three days after the notification for the action item was sent to the client, but you can change this to whatever you like.
• Limit to: By default, the client gets only one reminder email, but you can also change this to what you prefer.

Reminding Clients About Pending Organizers

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To send a reminder manually about a pending organizer: Go to the account’s Organizers tab, click the three dots either to the far right of the organizer in the list or inside the organizer itself, then select Resend.

To set up reminders about organizers: Toggle on Reminders when you send an organizer manually or via pipeline automation. To send reminders about organizers that go out via pipeline automation, toggle on Reminders in the pipeline settings for the Create Organizer automation.

The Reminders toggle can be turned on or off at any time by opening the pending organizer. Don’t forget to click Save when you make changes to the Reminders settings.

Organizer Reminders stop when...

• ...the client has not submitted the organizer, but the set number of reminders has been sent.
• ...the client has submitted the organizer.

Reminding Clients About Pending Contracts

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To send a reminder manually about a pending contract: Go to the Contracts tab in the client account profile, click the three dots either to the far right of the contract in the list or inside the contract itself, then select Resend.

To set up automatic reminders about contracts: Toggle on Reminders when you send a contract manually or via pipeline automation. To send reminders about contracts sent via pipeline automation, toggle on Reminders in the pipeline settings for the Send Contract automation.

The Reminders toggle can be turned on or off at any time by opening the pending contract. Don’t forget to click Save when you make changes to the Reminders settings.

Contract reminders stop when...

• ...the client has not signed the contract, but the set number of reminders has been sent.
• ...the client has signed the contract.

Reminding Clients About Pending Invoices

To send reminders about pending invoices: Toggle on Reminders when you send an invoice manually or via pipeline automation. To send reminders about invoices sent via pipeline automation, turn on Reminders in the pipeline settings for the Create Invoice automation. The Reminders toggle can be turned on or off at any time by editing the unpaid invoice.

Invoice reminders stop when...

• ...the client has not paid the invoice, but the set number of reminders has been sent.
• ...the client has paid the invoice.

Reminding Clients About Unread Chat Messages

To manually send a reminder about a pending message in a chat thread: Go to the Messages tab in the client account profile, click the three dots to the far right of the thread, then select Resend.

To set up automatic reminders about pending messages: Toggle on Reminders when you send a message either manually or via pipeline automation. To send reminders about messages sent via pipeline automation, toggle on Reminders in the pipeline settings for the Send Message automation.

Reminders can also be turned on and off at any time by going to a chat thread. Note: They are always for the last message in the thread.

At the top of the Reminders section, you’ll see how many reminders about a message went out.

Message reminders stop when...

• ...the client has not responded to the message, but the set number of reminders has been sent.
• ...the client has responded to the last message in the thread.
• ...all client tasks in the thread were marked completed.
• ...you archived the chat thread.
• ...you disabled Reminders.

Reminding Clients About Pending Signatures

To manually send a reminder about a document pending signature: Go to the client account Docs tab, click the three dots either to the far right of the document in the list or inside the document itself, then select Resend Signature.

To set up automatic reminders about documents pending signature: Toggle on Reminders when you request a signature for a document. The Reminders toggle can be turned on or off at any time by opening the document pending signature—even if it was already signed. Don’t forget to click Save when you make changes to the Reminders settings.

Signature reminders stop when...

• ...the client has not signed the document, but the set number of reminders has been sent.
• ...the client has signed the document.

Reminding Clients About Pending Approvals

To send a reminder manually about a document pending approval: Go to the Docs tab of the client account profile, click the three dots either to the far right of the document in the list or inside the document itself, then select Resend Approval.

To send a reminder manually about all documents pending approval: Go to Docs from the left sidebar menu, open the Approvals tab, click Request Approval for Pending, review and edit the message for the client (optional), then click Send Request.

To set up reminders about documents pending approval: Toggle on Reminders when you request a document approval.

Approval reminders stop when...

• ...the client has not approved the document, but the set number of reminders has been sent.
• ...the client has approved the document.

Reminding Clients About Pending File Requests

To send a reminder manually about a file request sent to the client: Go to the Docs tab of the client’s profile, open the File Requests tab, click the three dots to the far right of the link in the list, then select Resend Signature.