TABLE OF CONTENTS


Automated reminders

Automated reminders help keep your cases moving by prompting clients to complete their outstanding tasks. Once enabled, First AML sends reminder emails on a set schedule so you don’t need to follow up manually. 


You can adjust reminder settings at the office or case level, and after several follow-ups, key team members will be automatically CC’d to ensure visibility.

Turning automated reminders on or off

Users with the Compliance Admin role type can enable or disable automated reminders for client emails, across your entire client base or at an office level. When enabled, First AML will send reminder emails automatically based on your selected schedule.


To enable automatic reminders: 


1. From the left hand navigation bar, click Settings

2. Click Automated reminders
3. (Optional) Select the relevant office at the top right hand side of the screen

4. Switch on the Automated follow ups toggle

5. Click Save


To disable reminders for a specific case:


You can turn off automated follow ups at case level if needed. This is useful for situations where you prefer to manage communication manually or when a client is already being assisted directly. 


1. Within your case, click the three dots at the top right hand side of the screen

2. Click Pause follow ups




Default reminder cadence

By default, reminders are sent on day 2, 4, 7 and 10 after the initial email is sent. 


If your organisation has multiple offices, you can choose to have reminders active in some offices and disabled in others — for example, depending on the type of work handled by each office.


CC logic for automated reminders


From the fourth follow-up email onward, Source automatically adds the case requester and case lead as CC recipients.
This ensures visibility for key team members when a client has not yet responded after several reminders.

Important: This CC logic cannot be disabled.



Customising the reminder schedule

You can update your reminder cadence to extend up to 30 days from the case submission date.


To customise your automated reminder cadence:

  1. Ensure automated reminders are toggled on.
  2. If you are updating reminders for a specific office, select that office from the top-right corner of the screen.
  3. Click the X beside any day you want to remove from the schedule.
  4. To add a new reminder day, type the day number (e.g., 5 for Day 5) and click Add.
    • The selected day will then appear as an icon below the reminder schedule.
  5. You can set reminders for up to Day 30. Days beyond 30 cannot be selected.