Overview
This guide walks you through how to configure Client Reminders so your team can automatically follow up with clients when action is still needed.
Client Reminders help reduce delays, improve task completion rates, and keep plan work moving without manual follow-up.
How to Set Up Client Reminders
Go to Reminder Settings
Navigate to Settings.
Click Advanced.
Locate the Client Reminders section.
All reminder behavior is controlled at the team level by admins.
Decide Which Reminder Types to Enable
You can enable each reminder type independently based on your workflow.
Client Task Follow-Up
Use this when clients have incomplete tasks.
Toggle Enable Task Follow-Up.
Set the reminder frequency (in days). You have the option to specifically send reminders when tasks near their due date, and then for a set duration after their due date.
Select recipient roles.
Recommended setup:
Frequency: Every 7–14 days
Recipients: Plan Sponsor or Primary Client Contact
Client Invite Follow-Up
Use this when a portal invitation was sent but not accepted.
Toggle Enable Invite Follow-Up.
Set the reminder frequency.
Recommended setup:
Frequency: Every 3 days until accepted
Payroll Re-Authentication Follow-Up
Use this when a payroll connection needs to be re-authorized.
Toggle Enable Re-Authentication Follow-Up.
Set the reminder frequency.
Select recipient roles.
Recommended setup:
Frequency: Every 2–3 days
Recipients: Payroll contact or Plan Sponsor
Assisted Connection Follow-Up
Use this when an assisted payroll connection was started but not completed.
Toggle Enable Assisted Connection Follow-Up.
Set the reminder frequency.
Select recipient roles.
Recommended setup:
Frequency: Every 2–3 days
Recipients: Payroll contact
Choose the Right Recipient Roles
Select the client roles that should receive reminders.
Confirm that those roles are assigned to active client contacts.
Ensure role usage is consistent across plans.
The system sends reminders only to contacts whose role matches the roles selected. If no contact matches that role, the reminder will not send.
Set the Reminder Frequency
Enter the number of days between reminders.
Confirm the interval aligns with your team’s follow-up cadence.
Save your settings.
The system checks for pending items on a schedule and only sends reminders if the configured interval has passed. It tracks recent follow-up activity to prevent over-emailing.
Recommended intervals:
Tasks: 3–7 days
Invites: 3 days
Payroll-related items: 2–3 days
Use Manual Reminders When Needed
Navigate to the specific client or plan.
Locate the reminder option.
Send the reminder immediately.
Use manual reminders when deadlines are approaching, a client needs a same-day nudge, or a task is blocking plan work.
Common Reasons Reminders May Not Send
The reminder type is disabled.
No client contact matches the selected role.
The reminder interval has not yet passed.