Overview
Client reminders automatically follow up with clients when action is still needed — an incomplete task, an unaccepted portal invite, or a payroll connection that needs attention. They reduce delays and keep plan work moving without manual follow-up emails. This article covers how to configure reminders and how the reminder engine works behind the scenes, so you know exactly what to expect.
When to use client reminders
Clients regularly sit on open tasks, like census submissions or questionnaires.
Portal invitations go unaccepted for days.
Payroll connections break and need the client to re-authorize.
Your team spends time writing the same "just checking in" emails.
How the reminder schedule works
The reminder service runs once per day, at about 9:00 AM Mountain Time. That's when the system checks all active plans and contacts and sends any reminders that are due based on your configured frequency.
Reminders are not real-time. If you enable or change a setting, the next batch goes out during the following morning's run.
Large batches split across days on purpose. If many reminders become eligible at once — say, after re-enabling reminders or at the start of collection season — the system spreads them over multiple days. This protects email deliverability and keeps messages out of junk folders. If half your plans get reminders on day one and the rest on day two, that's expected.
No over-emailing. The system tracks recent follow-up activity and only sends when your configured interval has passed.
You also have the ability to manually run reminders on demand by selecting the "Run Reminders" button from the reminders page.
Set up client task reminders
Navigate to Settings.
Click Reminders and Follow Ups.
Select the Client Task Follow-up section.
Toggle Follow-up with clients on incomplete tasks.
Set the Follow-up Interval (days) — how often reminders send as the task nears its due date.
Set the frequency and duration of follow-up emails after the due date.
Select which client roles should receive task reminders.
Save your settings.
You can also customize your reminder sending language as well as select to use a pre-configured email template from your library.
Recommended setup: every 7–14 days, sent to the Plan Sponsor or Primary Client Contact.
Other follow-up types
Each reminder type is enabled independently in the same Settings > Advanced page:
Client Invite Follow-up — nudges clients who haven't accepted their portal invite. Recommended: every 3 days until accepted.
Payroll Re-Authentication Follow-up — nudges clients when a payroll connection needs re-authorization. Recommended: every 2–3 days, sent to the payroll contact or Plan Sponsor.
Assisted Connection Follow-up — nudges clients who started but didn't finish an assisted payroll connection. Recommended: every 2–3 days, sent to the payroll contact.
Choose recipient roles carefully
Reminders send only to contacts whose role matches the roles you selected. If no contact on a plan has a matching role, that plan's reminder does not send.
Select the client roles that should receive each reminder type.
Confirm those roles are assigned to active contacts on each plan.
Keep role usage consistent across plans.
Configure who reminders send from
Reminders send from the consultant or staff member whose role matches your default sender role. For example, if you choose Primary Plan Consultant, each plan's reminder appears to come from that plan's primary consultant.
Navigate to Settings > Reminders and Follow Ups.
Scroll down to the System Email Defaults section.
Set the Default Role to Send From.
Save your settings.
Important: If no contact on a plan matches the default sender role, that plan's reminder will not send. Keep role assignments consistent across plans.
Send a manual reminder
Sometimes a client needs a same-day nudge — a deadline is close, or an open task is blocking plan work.
Navigate to the specific client or plan.
Locate the reminder option.
Send the reminder immediately.
How Reminders are Sent
Reminders use either your connected mailbox, or if your inbox is not connected or has connectivity issues, CX will send reminders using the platform's fallback system. This will still ensure reminders are delivered and will append the sender's name into the sender field so emails will appear similar to "John Smith via Stax.ai".
Troubleshooting
Reminders aren't sending. Check these in order:
Is the reminder type enabled? Go to Settings > Reminders and Follow Ups and verify the toggle is on.
Has the interval passed? The system only sends after your configured number of days has elapsed since the last send.
Does any contact match the recipient role? No matching contact means no reminder for that plan.
Does any contact match the default sender role? Same rule applies on the sending side.
Was the feature recently re-enabled? A large backlog batches across days — that's expected.
If none of the above applies and reminders are still missing, contact support at [email protected].
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