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.
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. The minimum is one day.
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 on the same Settings > Reminders and Follow Ups page:
Client Invite Follow-up — nudges clients who haven't accepted their portal invite. Recommended: every 3 days until accepted. Invite reminders do not use the recipient-role setting. If a plan sponsor invited another plan sponsor contact to the client portal, the invite reminder to that contact is sent from the person who invited them.
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 task, payroll re-authentication and assisted connection reminders.
Confirm those roles are assigned to active contacts on each plan.
Keep role usage consistent across plans.
Note: Client invite reminders are the exception. They follow whoever sent the invitation rather than a role you pick.
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.
How reminders are sent
Reminders come from a real person at your firm — the user whose role matches your sender configuration, or the default fallback role when no one on that plan matches.
Send a reminder on demand
Sometimes you don't want to wait for the morning run. There are two ways to send early.
For one client:
Open the company record.
Find the manual reminder option and send.
If that company has overdue tasks but your reminder settings aren't configured yet, you'll see a prompt to set the send-to and send-from roles, with a link straight to the reminder settings page, instead of a send option.
For your whole organization:
Go to Settings > Reminders and Follow Ups.
Click Run Reminders.
Confirm at the first prompt, then type RUN in the second to enable the send button.
Important: This re-processes and sends every available reminder for your whole organization, not one client. The two-step confirmation is there on purpose — make sure your settings are how you want them before you run it.
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.
A client stopped getting reminders before the task was done. Follow-ups stop once your configured follow-up window ends. Extending the follow-up date puts that client back in the queue on the next run.
If none of the above applies and reminders are still missing, contact support at [email protected].
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