How to Automate Exemption Certificate Reminders in the Kintsugi App
Updated last month
Kintsugi now automatically reminds customers before their exemption certificates expire and follows up on pending certificate requests, so your team doesn't have to chase them manually.
This feature is available on the Premium plan only.
What's included
Expiring certificate reminders
When a certificate is approaching its expiry date, Kintsugi sends your customer a reminder email on your behalf. You can configure reminders to go out at:
30 days before expiry
15 days before expiry
7 days before expiry
1 day before expiry
Each interval is independently toggleable; enable only the ones you want. There's also an optional post-expiry reminder that sends one final nudge after the certificate has expired.
Pending request follow-ups
If a customer hasn't responded to a certificate request, Kintsugi can automatically follow up. You can configure reminders at:
7 days after the request was sent
14 days after
30 days after
45 days after (15 days before the 60-day request window closes)
Request Tab
On the Exemption > Request tab, you'll also find two one-off actions:
Send Reminder. Sending a reminder sends a lightweight nudge to the customer. This is available upon request for statuses Sent, In Review, or Partially Completed, where at least one jurisdiction is still pending. This can be used at any time, as often as needed.
Resend Request. This enables you to reissue a certificate request for Partially Completed requests in which some jurisdictions are still missing. This extends the request link by 60 days, sends a fresh "we still need your certificate" email, and restarts the automated follow-up cadence. Limited to one resend per request.
How to Set an Exemption Certificate Reminder
Navigate to Exemptions.
Find the customer you want to send an exemption certificate reminder to, then click the vertical three-dot icon.
Click Set Reminder.
You will see this message once the reminder is set successfully.
How to Set Resend Request for Exemption Certificate Reminders
Navigate to Exemptions.
Find the customer you want to resend an exemption certificate reminder to, then click the vertical three-dot icon.
Click the Resend Request.
You will see this message once the Resend Request reminder is set successfully.
How to Automate Reminders
Both automated cadences are off by default. To enable them:
Navigate to Configuration.
Select Exemptions.
Toggle on the reminder types you want.
Select which intervals to activate.
If you're on the Growth plan, you'll see this section in a locked state. Contact sales to upgrade to Premium.
How emails appear to customers
All reminder emails are sent by Kintsugi on your behalf. Your customers will see:
Subject lines that lead with your organization’s name (e.g., "Acme Co. needs your exemption certificate")
A footer that reads "Sent by Kintsugi on behalf of [Your Organization]."
Your brand and customer relationship stay front and center. Kintsugi appears only as the sending mechanism.
Reminder Email
New Request Notification for Expiring Exemption
Reminder for Expiring Exemption
Post-Expiry Reminder
How reminders stop
Reminders automatically stop as soon as your customer uploads a certificate or completes a request. Kintsugi also checks for active records from other sources (bulk imports, manual entries) before sending, so customers who've already renewed through another channel won't receive unnecessary reminders.
Frequently asked questions
Will my customers know Kintsugi is sending these emails?
The footer says "Sent by Kintsugi on behalf of [Your Organization]," but the email is framed as coming from you. Subject lines and body copy reference your organization's name, not Kintsugi's.
Can I customize the email templates?
Not yet. V3 uses pre-set templates with your organization's name filled in. Per-template editing is on the roadmap.
Will reminders be sent on weekends?
Yes, reminders fire when scheduled regardless of day. Quiet hours are on the roadmap for a future release.
Can I opt a specific customer out of reminders?
Not in the current version. Per-customer overrides are on the backlog.
What happens if a customer only submits some jurisdictions?
They'll continue to receive reminders for the outstanding jurisdictions. You can also use Resend Request to reissue the request for the missing ones, starting a fresh 60-day window.
Will reminders go out if the customer has already renewed through another channel?
No. Kintsugi checks for an active exemption record before sending any reminder, regardless of how it was submitted.
What channels do reminders go out on?
Email only. Multi-channel reminders are on the roadmap.
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