Reminders

Reminders are the emails and SMS messages sent to your contacts ahead of renewal deadlines. Configure when they go out, what they say, and who receives them.

How Reminders Work

Reminders are generated based on reminder templates attached to each matter type. Each template defines:

When — an offset relative to the renewal date (e.g. "60 days before", "30 days before", "7 days after").
Channel — email or SMS.
Recipients — which contact role receives the reminder (to, cc, bcc, reply-to).
Content — the subject line and body, with placeholder variables.

Typical reminder schedule

60 days before renewal — first notice to the client.
30 days before renewal — second notice to the client, CC the agent.
7 days before renewal — final warning to the client and agent.

Creating Reminder Templates

Reminder templates are managed within each matter type's editor, under the Reminders tab.

Set the timing

Choose an offset (number), period (days, months, or years), and direction (before or after the renewal date). For example: "60 days before".

Choose the channel

Select email or SMS. Each channel has its own template content.

Set the recipients

Choose which contact role receives the reminder. You can set separate roles for To, CC, BCC, and Reply-To.

Write the content

Compose the subject line and body. Use placeholders to insert dynamic content.

Placeholders

Use double-brace placeholders in your reminder subject and body. Available placeholders include:

Placeholder	Description
`{{matter.name}}`	The matter name
`{{matter.application_number}}`	Application/registration number
`{{contact.first_name}}`	Recipient's first name
`{{contact.company_name}}`	Recipient's company name
`{{renewal_date}}`	The next renewal date
`{{days_until_renewal}}`	Number of days until the renewal
`{{link}}`	The personalised renewal landing page URL

Ad-Hoc Reminders

In addition to scheduled reminders, you can send ad-hoc reminders on demand. These are templates marked as "ad-hoc" in the matter type editor. They don't trigger automatically — instead, you select matters in the renewals table and choose "Send ad-hoc reminder" from the bulk actions menu.

This is useful for one-off notices, special communications, or follow-ups outside the normal schedule.

The Reminders Page

The Reminders page in the sidebar shows all reminders that are currently due or have been sent. It is organised by status:

Pending — reminders that are due based on the schedule but have not yet been dispatched.
Failed — reminders that failed to send (e.g. invalid email address, SMTP error). You can retry or dismiss these.

From this page you can:

Send individual reminders immediately.
Bulk-send all pending reminders.
Skip reminders you don't want to send.
Retry or dismiss failed reminders.

Auto-Send

When auto-send is enabled, the system automatically dispatches pending reminders during business hours (9am–5pm, weekdays, in your organisation's timezone). No manual intervention is needed.

Auto-send requirements

Auto-send requires:

A valid payment card on file (Settings → Billing).
SMTP credentials configured (Settings → Email).

If your card is expired or your account is suspended, auto-send pauses and you will see a warning on the overview dashboard.

Toggle auto-send on the Reminders page. A confirmation dialog shows the number of pending reminders that will be sent.

Styled vs Plain Emails

Each matter type can use styled emails (HTML with your email signature and branding) or plain emails (simple text). Toggle this in the matter type's General tab.

Styled emails embed your configured email signature, including your logo, at the bottom of each message.

Contacts

Your contact directory

Instructions

Process client responses