[Advisors] Managing Emails Your Clients Receive

Only Advisors can access and manage client notification emails. Admin and Analyst users do not have email management permissions under Account Settings.

In This Article:

Managing Client Notifications

Customize the emails your clients receive by changing the interval settings, adding your own message, or turning off select notifications! 

👉  Did you know? Most system emails sent to your clients (except for certain things like Reset Password emails) have your account email listed as the Reply To address.

To get started customizing your client's email notifications, visit Account Settings under your top-right drop down menu in your account:

Click the Emails & Notifications tab and scroll to the Client Notifications:

Email Disclosure

Email disclosure permissions are controlled by the primary Enterprise firm ("home office") account or your Office Manager. This means this feature may not be available on your individual account!

Add a legal disclosure to the bottom of all emails sent across the firm by entering in your text and clicking  Save.

Change the Interval Settings on Reminder Emails

To change when your clients receive their fee change due soon, upcoming, or overdue invoice reminders, click the gear icon to access the settings:

In the settings window, click the menu selection to change when the reminder email is sent out. When done, click Save

The Fee Change Due Soon Reminder can be sent out 1 day, 3 days, or 7 days before the next bill due date. Default is 3 days.

The Upcoming Invoice Reminder can be sent out 1 day, 3 days, or 7 days before the invoice due date. Default is 3 days.

The Overdue Invoice Reminder can be sent out 1 day or 3 days after the invoice due date. Default is 1 day.

  • You can also set subsequent overdue reminders to continue to go out at any interval between 1 and 31 days until paid. (By default no additional reminders are sent.) Please note that turning on subsequent reminders will initiate reminder emails to your clients with existing past due invoices! 

Note: We don't like unnecessary inbox clutter either! To help with this, a reminder email will not be sent for an invoice IF it is requested within the reminder's interval setting. (So, if you create an invoice 2 days before its due date, and your overdue invoice email interval is set to 3 days after the due date, that overdue reminder will not go out to the client.)

👉 Want to manually resend an invoice as a reminder? Here's how! You can also check to see what reminders your client has already received by visiting the Email Log

Add Custom Messaging 

If your primary Enterprise firm ("home office") or Office Manager has disabled custom messages for advisors, this feature will not be available on your account. The firm or office may have set a specific message that will be used for all clients!

If you prefer to add your own language or directions to emails your clients receive, click the gear icon to access the settings:

In the settings window for any email type, add text that you'd like included within that email:

Click Save.

There are no character limits on custom messages!

When enabled, custom messages can also be included in a client email when you A) request a payment, or B) issue a refund. You will have the opportunity to write a personal message to that specific client when performing either of these actions.

Turn Emails On or Off

By default clients receive a reminder email on unpaid invoices both before and after the due date. Disable one or both of the reminders by toggling the button to off.

Toggle left (greyed out) is off. Toggle right (green) is on.

Client Paid Initial Invoice and Recurring Payment Receipt emails cannot be turned off by the advisor. By default new advisor and client accounts will have the Recurring Debit Reminder set to offYour clients can choose whether they want to disable/enable select emails through their own client portal! 

Important Note: If a client logs in and enables or disables an email that you can also adjust on your end (like the Recurring Debit Reminder), we will always honor their settings over any changes you might make through your account later.

Adding or Removing BCC Recipients

By default your email address is blind carbon copied (BCC'd) on the client email notifications listed, as well as contract emails sent out for eSignature. To add additional recipients (such as an administrative assistant), enter the email under BCC Recipients and click Add:

To remove yourself or any other recipient you've added, click the X button next to the listing!

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