Approval workflows are essential for keeping your business processes on track.

However, sometimes approvers may forget to act on a workflow item, causing delays.

To address this, you can now configure Reminders and Escalation rules within your workflows.

This ensures timely approvals and keeps everyone informed and accountable.

This article explains how to set up and manage reminders and escalation schedules for your approval workflows.

What Are Reminders & Escalations?

• Reminders: Automated notifications are sent to the current assignee before or around the due date to prompt action on a workflow item:

• Reminder Schedules: Pre- and post-event notification sequences (e.g., 10, 7, 3, 1, 0 days before due date; 1, 3, 7, 10 days after due date).
• Escalations: Automated notifications are sent to a designated escalation owner (such as a Super Approver, Approver, or Assignee) if the approval deadline (due date) is missed.

User Roles

• Creator: Adds documents to workflows, sets due dates (or overrides default due dates), and receives all workflow activity and escalation notifications.
• Assignee (Approver/s): Acts on workflow items and receives reminder notifications.
• Workflow Admin: Configures default due dates, reminder schedules, and escalation owners.
• Super Approver/Escalation Owner: Steps in when a due date is breached and receives escalation notifications.

How to Configure Reminders & Escalations

1. Set Default Due Date Rules

• Go to Create/Edit workflow > Reminder & Escalation > Enable Due Due Date
• Set the default due date relative to when the workflow item is created (e.g., 5 days or 12 hours after creation).

2. Configure Reminders

• Go to Create/Edit workflow > Reminder & Escalation > Send Auto-Reminders
• Define when reminders should be sent (e.g., 10 days, 7 days, 3 days, 1 day, or 4 hours before the due date).
• You can set up multiple reminders (maximum 7) per workflow item
• Choose recipients: the current Assignee, all Stage Approvers, or Super Approver

3. Configure Escalations

• Go to Create/Edit workflow > Reminder & Escalation > Escalate if Overdue
• Set up escalation notifications to be sent after the due date is missed (e.g., 1 hour, 1 day, 3 days after due date).
• You can set multiple (Maximum 7) escalation notifications per workflow item
• Choose recipients: Assignee, Approvers, or Super Approver

How It Works

• When a workflow item is created, the system schedules reminders and escalations based on your configuration.
• The reminders appear in the in-app inbox for real-time updates:

• If the due date is changed, or the reminder schedule is updated, the system automatically updates the notification schedule.
• If a workflow item is completed or discarded, all pending reminders and escalations are canceled.
• The person adding an item to a workflow can also set/override deafult due dates for that item:

Best Practices

• Always set a reasonable due date to allow approvers enough time to act.
• Use multiple reminders to ensure the assignee is adequately notified.
• Assign escalation owners who can take prompt action if deadlines are missed.

Help

If you have questions or need help configuring reminders and escalations, please contact your account manager or reach out to our support team at care@refrens.com or via live chat for quicker assistance.

Updated on: 16/01/2026