Automate client follow-ups by listing the predictable moments when someone must be nudged — a new lead, an unsigned retainer, missing documents, an upcoming appointment, an expiring permit — and attaching a rule to each: who or what is reminded, when, through which channel, and when the reminders stop. Keep judgement calls for people, cap automatic reminders, and send marketing messages only with consent.
- Automate follow-ups that are triggered by an event and say the same thing every time.
- Define each rule: trigger, recipient, timing, channel and stop condition.
- Cap reminders, record them on the client timeline and send from your own mailbox.
- Promotional messages need consent and an unsubscribe option; in Canada, CASL applies.
Which follow-ups can be automated?
Most follow-ups in an immigration practice are predictable. They are triggered by an event (a lead arrives, a link is sent, a date approaches) and they say the same thing every time. Those are the ones to automate. The table shows the common ones.
| Moment | Who is nudged | Typical rule |
|---|---|---|
| New enquiry arrives | Assigned staff member | Instant notification; lead stays "New" until contacted |
| Callback promised | Caller | Scheduled call rises to the top of the queue at the agreed time |
| Retainer not signed | Client | Reminder every few days, capped; link expires after a set period |
| Documents missing | Client | Portal checklist shows outstanding items; staff nudge at intervals |
| Appointment booked | Client and staff | Confirmation now, reminder before the appointment |
| Task due | Assigned staff | Alert at the exact time chosen |
| Permit or visa expiring | Former client | Email at, for example, 90 and 30 days before expiry |
| Birthday | Client | Greeting email on the day |
How to set up follow-up automation, step by step
- Map your follow-ups. Walk through a typical file and write down every time someone has to "remember to chase". That list is your automation backlog.
- Separate internal from client-facing. Internal follow-ups (alerts, tasks, queues) are low-risk; start there. Client-facing ones need careful wording.
- Write each rule. Trigger, recipient, timing, channel, stop condition. "When a retainer is sent and not signed, email the client every 3 days, at most 3 times, then expire the link and create a task for the counsellor."
- Write the messages. Short, specific, with one clear action and a link. Avoid sounding automated: use the client's name and the service.
- Send from your own identity. Emails from your own verified mailbox are recognized by clients and protect deliverability.
- Record everything on the client. Each reminder should appear on the timeline so staff know what the client has already received.
- Review monthly. Check which reminders lead to action and which are ignored, and adjust.
What about consent and anti-spam rules?
Service messages about a client's own file (signing reminders, document requests, appointment confirmations) are different from promotional messages (campaigns, new-program announcements). In Canada, commercial electronic messages fall under Canada's Anti-Spam Legislation (CASL), which generally requires consent, sender identification and a working unsubscribe mechanism. Other countries have their own rules. WhatsApp also has platform rules: businesses can message freely within a 24-hour window after the customer writes, and otherwise use pre-approved templates. This is general information, not legal advice.
Example: Maya's follow-ups, none sent by hand
- Monday 10:02 — Maya submits an enquiry; her assigned counsellor gets a notification.
- Monday 15:00 — the caller marks "call back Wednesday"; on Wednesday the lead is at the top of the queue.
- Thursday — Maya books a consultation through the portal and receives a confirmation with a calendar file, then a reminder before the meeting.
- Following week — her retainer link gets an automatic reminder after she views it but does not sign.
- Next year — 90 days before her visa expires, she receives a reminder email inviting her to discuss an extension.
Pitfalls
- Automating judgement. "Your application looks strong" should never be an automatic message.
- Unlimited reminders. Clients start ignoring or blocking you. Cap them.
- Sending bulk email from a shared no-reply address or in one large burst; both hurt deliverability.
- No stop condition. A reminder that continues after the client signed damages trust.
How ImmiPractice handles this
ImmiPractice automates the follow-ups above out of the box. New leads trigger a bell notification for the right people; the Calling queue brings scheduled callbacks to the top; unsigned agreements receive reminders at the interval you choose, up to a maximum, and expire after the validity you set; appointment confirmations and reminders go out by email with an .ics file and Google Calendar link; tasks alert at an exact time by email and in-app. Marketing Automations send birthday emails and visa- or permit-expiry reminders at the days you set (for example 90 and 30), plus email campaigns, through your own verified mailbox in throttled batches with unsubscribe handling. WhatsApp broadcasts go only to opted-in contacts.
See marketing automations and calendar and tasks on immipractice.com, or the step-by-step client follow-up automation guide.
General information about running an immigration practice — not legal advice. Rules change; confirm current requirements with official sources and your regulator.