Automatic Inactivity Reminders

Automatically remind clients who were emailed an intake link but never opened it, on a schedule you control.

When you email a client their intake link, some never get around to opening it. Inactivity reminders chase those clients for you — automatically re-sending a nudge on a schedule you set, until they open the link.

Prerequisites. This is for Owners and Admins of a Business workspace. Reminders are sent through your white-label email (SMTP), so that must be configured, and the link must have been sent with the Send client link button (links you generate by other means aren’t reminded).

Turn on reminders

Open Workspace Settings → Agency Settings and find Inactivity reminders. Tick the box to enable them — they’re off by default.

Once enabled, add one or more reminder steps. Each step is a number of hours, and you can configure up to four. The hours are measured from the previous step:

  • Reminder 1 — hours after the link was first emailed.
  • Reminder 2 — hours after reminder 1 was sent.
  • …and so on.

For example, steps of 72, 72, 168 send a reminder 3 days after the link goes out, another 3 days later, then a final one a week after that. Use Add reminder to add a step and Remove to drop one, then Save.

When reminders are (and aren’t) sent

A reminder only goes out while all of these are true:

  • The link was emailed to the client via Send client link.
  • The client has never opened it — the moment they open the link, all further reminders stop.
  • The link hasn’t expired (client links last 30 days) and hasn’t been revoked.
  • The form is still in progress — reminders stop if it’s completed or archived.

Reminders go to the address the link was originally emailed to, in the same language as the original invite, and link to the same secure intake page (re-using your custom domain if you have one). If you lower the number of steps later, any extra reminders simply stop.

Customize the reminder email

By default we write the reminder for you in your client’s language. To send your own wording, open Workspace Settings → Client email templates, choose Inactivity reminder from the template selector, and edit the subject and body.

Templates are per language and use the same variables as the intake-link email — {{clientLink}} (required in the body), {{expiryDate}}, {{agencyName}}, {{formName}}, and {{customerEmail}}. The editor shows a live preview, and you can send a test to yourself. If you haven’t written a reminder template in the sending language, we fall back to our built-in wording for that same language. See Emailing Clients Their Intake Link for the full template-editing walkthrough.