Sending and reminders

Choosing a channel

A request goes out over WhatsApp or email. Pick per request, based on which one that client actually reads. For most clients in Southeast Asia that's WhatsApp, which is why it's the default.

The client needs a phone number for WhatsApp or an address for email — whichever channel you choose. You can record both on the client and switch channel later.

Consent — why we ask

Before the first send, you confirm that this client agreed to be contacted on that channel. It's one checkbox, and it names the channel, because "we may WhatsApp them" is a different claim from "we may email them".

We record that confirmation against the client, with a timestamp. Without it the send is refused — not hidden in the interface, actually refused by the server. Two reasons:

• Data-protection law in the markets we serve (PDPA in Singapore and Malaysia first) runs consent to you as the named party contacting your client, so you're the one who has to have it.
• WhatsApp Business messaging is a shared resource. One firm messaging people who never asked to hear from them damages delivery for everyone on the number.

You're attesting to consent you already hold — from your engagement letter, your booking form, your onboarding. ChaseDocs doesn't collect it for you.

What your client receives

A short message with one link. The link is unique to that person and that request, and it's the only thing they need — no account, no password. See What your client sees.

For a group request, each person gets their own message and their own link, so nobody can see anybody else's documents.

The reminder schedule

When a request goes out, ChaseDocs queues a short, fixed run of follow-ups:

When	What
2 days after sending	First nudge
5 days after sending	Second nudge
1 day before the due date	Due-soon ping — only if you set a due date, and only if that date is still ahead

That's it — about three messages, capped. This is a deliberate ceiling, not a setting we haven't built yet. Endless nudging trains clients to mute you, and every WhatsApp send costs real money.

Reminders stop on their own

Each reminder re-checks the request at the moment it's due to fire. If nothing is outstanding — everything uploaded, or everything left is optional — it cancels instead of sending.

So a client who finishes on day one never hears from us again, and a client who finishes half of it on day three only gets chased for the rest. Items you removed after sending don't trigger reminders either, because the client can no longer see them.

What was actually sent, and sending it again

Open a request and you'll see, under the client's contact details, every message ChaseDocs has sent them — the original link, each reminder, when it went out, and whether it was delivered. A send that failed is shown as failed rather than quietly counted.

This matters because the status badge answers a different question. Sent means the request is live and the client's link works — not that we messaged them today. The delivery list is what tells you when they last actually heard from you.

How far that list can go depends on the channel, and it only ever claims what it actually knows. WhatsApp reports back, so a message moves through Sending → Sent → Delivered → Read. Email stops at Sent: the mail was accepted for delivery, which is as much as email will tell anyone. Neither ever shows Read for email, and a message that reads Sent has definitely gone out — it is not still in progress.

Resend link

Next to that list is Resend link. It sends the same request to the same person over the same channel, and it's the answer to the two most common cases: "they say it never arrived", and a request you reopened after cancelling.

Resending:

• does not change the request's status — a request in review stays in review, and anything already uploaded stays exactly as it is;
• restarts the reminder schedule from the moment you press it, so the follow-ups run off the message the client just got rather than an old one;
• doesn't use another slot against your plan cap — the request was already active.

There are two limits on it, and the button tells you which one you've hit.

• 10 minutes between sends. A client who hasn't replied in ten minutes won't have replied in eleven, and a run of identical messages is the fastest way to get muted.
• A daily limit per request. A client can receive the same link at most 4 times over email, or 3 times over WhatsApp, in any 24 hours. The first send counts — what matters to an inbox is how many times the message arrived, not which button sent it. The limit rolls, so a slot frees up 24 hours after the send that used it rather than resetting at midnight.

Both channels send from infrastructure shared by every firm on ChaseDocs — one email domain, one WhatsApp sender number — so repeated sends from one account affect delivery for everyone. WhatsApp is the tighter of the two because its quality rating is scored per number and a restricted number is slow to recover, where email reputation drifts more gradually and is easier to earn back.

Reminders keep running during both waits, and they don't count toward the daily limit: they're the cadence your client was told to expect, and they escalate in tone rather than repeat the same message. If someone still hasn't opened the link once you've hit the daily limit, another message isn't what's missing — call them.

Resend appears on live requests only. A draft has Send instead; a completed, cancelled or deleted request has neither.

Active requests and your plan cap

Every plan has a cap on active requests — those sent and not yet finished. Drafts, completed and cancelled requests don't count. When you hit the cap, new sends are blocked until some finish or you move up a plan; nothing you've already sent is affected.

The cap counts people rather than bookings, so a group of 40 uses 40. Current numbers are on the pricing section and in Billing in the app.

Stopping or restarting a request

• Cancel stops the chase — no more reminders, and the link stops collecting. Use it when a client drops out.
• Reopen puts a cancelled request back in play if things change. It returns to where it had got to, not to the start.
• Delete removes it from your dashboard. There's a restore window before it's swept for good.