Send reminders for outstanding requests

Use manual reminders, bulk nudges, or automatic scheduled reminders to follow up with people who haven’t completed their requests in ClearPolicy.

When people haven’t completed a request, ClearPolicy lets you send them a reminder without creating a new request. The original personal link stays valid, so recipients can pick up right where they left off. You can send reminders manually, in bulk, or have ClearPolicy send them automatically on a schedule.

Send a reminder for a single request

To remind a specific person about a specific document:

1. Open Requests, open the document’s Compliance tab, or open the person’s Requests tab in the People section.
2. Find the pending request and open its activity view.
3. Click Send reminder. The recipient receives a new email containing the same personal link from the original request.

You can also click Nudge directly from the Requests page for active requests.

Send bulk reminders with nudge

To send reminder emails for a group of requests:

1. Open Requests.
2. Use search if you want to narrow the list.
3. Click Nudge and choose a scope:
   • All outstanding — every open request
   • Not viewed — sent, not opened yet
   • Viewed — opened, not finished
   • Reminded — nudged, still open
4. Confirm the reminder in the dialog. The count shown reflects your scope and any active search.

ClearPolicy sends reminders for requests in the scope you chose. This is separate from the status filter tab you are viewing. Requests that need delivery follow-up are not included. If one person has multiple matching requests, ClearPolicy groups them into one reminder email when possible.

Set up automatic reminders

ClearPolicy can automatically send reminders to recipients who haven’t completed their requests. Automatic reminders run daily and apply to all pending requests across your organization.

1. Open document request settings

   Click Settings in the sidebar, then select Document Requests.

2. Enable automatic reminders

   In the Automatic reminders section, turn on the Enable automatic reminders toggle.

3. Turn on Smart Follow-up

   With automatic reminders enabled, leave Smart Follow-up on to let ClearPolicy adapt reminder timing based on whether the person viewed the request and whether a deadline is approaching.

4. Or choose a custom cadence

   Turn off Smart Follow-up to set a fixed reminder cadence — Every day, 3 days, 5 days, 7 days, or 14 days. You can also turn on Repeat reminders until completed to keep sending reminders at that same interval until the recipient completes the request.

When automatic reminders are enabled, ClearPolicy checks for outstanding requests every morning in your organization’s time zone.

With Smart Follow-up, ClearPolicy sends the first reminder about 48 hours after a request was sent if the person has not opened it yet, or about 24 hours after they opened it but have not finished. Follow-up reminders continue on a shorter cadence while the request is still open.

Deadline reminders

If request expiry is enabled and the request has a deadline, Smart Follow-up switches to deadline reminders during the final week. Regular viewed/not-viewed reminders pause during this period so people are not nudged twice for the same request.

ClearPolicy sends one automatic reminder per milestone:

When	What the recipient sees
7 days before the deadline	A heads-up that the deadline is approaching
3 days before	A reminder to complete the request by the deadline date
1 day before	An urgent reminder that the request is due tomorrow
On the deadline day	A final reminder that today is the last day

Each milestone is sent at most once per request. Automatic reminders still go out in the morning in your organization’s time zone.

Manual Send reminder and Nudge actions use the same deadline-focused wording when the request is inside that final week, so a manual follow-up matches what ClearPolicy would send automatically.

With a fixed cadence, any pending request that has been outstanding longer than your chosen interval receives a reminder email. If repeating is turned on, additional reminders are sent at the same interval until the request is completed, canceled, or expired.

Automatic reminders are sent in the morning based on the time zone you set in your organization settings. If you haven’t set a time zone, reminders default to UTC. Make sure your time zone is correct so reminders arrive when people expect them.

Automatic reminders appear in the request activity log as “Reminded (Scheduled)” so you can distinguish them from manual reminders.

Setting	Options	Default
Enable automatic reminders	On / Off	On
Smart Follow-up	On / Off	On
Reminder cadence	Every day, 3, 5, 7, or 14 days (custom mode only)	3 days
Repeat reminders	On / Off (custom mode only)	On

What happens when a reminder is sent

The recipient receives a new email with the same personal link from their original request. They don’t need a new link — the original token remains valid. No new request is created, and the activity log for the existing request is updated to reflect that a reminder was sent.

If request expiry is enabled and the request has a deadline, the reminder email includes the expiration date so the recipient can see exactly how much time they have left. During the final week before a deadline, reminder emails use more urgent wording that reflects how close the due date is.

Reminder emails use the same personal token link as the original request. Sending a reminder does not create a new request or change the request’s status.

Check Requests before sending bulk reminders. If some people completed their request very recently, their status may not yet be visible, and you could send an unnecessary reminder.

Dates and times shown in reminder emails use your organization’s time zone. If recipients are seeing the wrong times, check your time zone setting. Request and reminder emails use your organization’s language setting (the same language as the public sign and acknowledge pages). Set it under Settings → Organization.

When reminders are not sent

ClearPolicy skips reminders for a request while it needs delivery follow-up. This applies to manual Nudge actions, bulk nudges, automatic reminders, and reminders sent through integrations.

A delivery problem means the request email bounced, could not be sent, or was marked as spam. These requests appear in the Failures tab on Requests and People.

Reminders for other open requests to the same person still work when only one request needs follow-up.

To follow up after a delivery problem:

1. Open the request and click Review to see what happened.
2. If the email address is correct, click Email is correct — try again to send a new reminder on that request.
3. If the email address was wrong, update it in the person’s Settings (gear in the header), then use Cancel and resend when the person’s email no longer matches the address on the request.

Sending a regular reminder does not clear a delivery follow-up flag. Use Review on the affected request to retry delivery or update the email and resend.