Automatic Inactivity Reminders

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 go out the same way as the link: through your white-label email (SMTP) if you’ve set it up, or from DS160.io on your behalf if not. 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 → Client intake and find Inactivity reminders. Tick the box to enable them — they’re off by default.

Once enabled, add one or more reminders. Each reminder is a number of days after the link was emailed, and every one counts from that first email, not from the reminder before it.

For example, reminders on 3, 7, 10, 15 and 25 send on day 3, day 7, day 10, day 15 and day 25 after the link goes out. Client links last 30 days by default, so day 25 makes a good last reminder. Use Add reminder to add one (up to 30, one for every day of a 30-day link) and Remove to drop one, then Save. The days are saved in order, whatever order you type them in.

A reminder set later than your workspace’s default link expiry (30 days unless you change it) is marked in the settings: it is sent only for links you set to last longer than the default.

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• The link hasn’t expired (client links last 30 days unless you set otherwise) and hasn’t been revoked.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 remove reminders later, any extra ones simply stop.

If several reminders are due at once, for example because you turned reminders on for links you emailed weeks ago, the client gets only the latest one, never a burst of emails. The rest of the schedule carries on from there.

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 → Communication → Client email templates, choose Inactivity reminder from the template selector, and edit the subject and body. With Reminder set to Every reminder, that email goes out on every reminder.

Give a reminder its own email

Each reminder can have its own wording, so the day-3 nudge and the last reminder before the link expires can say different things. Under each reminder in Inactivity reminders, click Edit email: the template editor opens with Reminder set to that reminder (for example, Reminder 2 · day 7). Write the subject and body and Save. The reminder’s row then says which languages it has its own email in.

Edit email appears once the schedule is saved, so save any new or changed reminders first. Removing a reminder deletes its own email too; changing its day keeps it.

For each reminder we use the first of these that exists in the client’s language:

1. That reminder’s own email.
2. The email for Every reminder.
3. Our built-in wording.

To stop a reminder using its own email in one language, open it in the editor and click Use the email for every reminder.

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. See Emailing Clients Their Intake Link for the full template-editing walkthrough.