Send reminders for outstanding requests

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.

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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.

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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.

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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. When automatic reminders are enabled, ClearPolicy checks for outstanding requests every day at 8:00 AM 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.

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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: Each milestone is sent at most once per request. Automatic reminders still go out at 8:00 AM 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.

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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.

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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 tab, then use Cancel and resend when the person’s email no longer matches the address on the request.