Eight polite, professional emails for the moments every intake team hits — first ask, gentle nudge, bad upload, expired ID, and the awkward final notice. Use them as-is, or let Xena send the follow-ups for you.
Replace anything in [square brackets]. Keep the tone — clear ask, clear requirement, one link. Then either keep living in your inbox, or see why teams switch to Xenqu and hand the nagging to Xena.
Built for client intake, vendor onboarding, credentialing, and anyone tired of typing “just following up on that document.”
Kick off a new request — clear, complete, no apology tour.
Hi [First name], To move [Case / account] forward, we need the following from you: • [Document name] — [one-line requirement, e.g. "all four corners visible, unexpired"] • Due by: [Date / time + timezone] Upload here: [Secure link] Reply to this email if something isn't clear — happy to help. Thanks, [Your name] [Team / company]
Nothing back yet. Polite check-in without sounding desperate.
Hi [First name], Just checking in — we haven't received [Document name] for [Case / account] yet. Whenever you're ready, you can upload here: [Secure link] Requirements again (quick): • [Requirement 1] • Due by: [Date] Thanks so much, [Your name]
Clock is real. Be direct; stay professional.
Hi [First name], We're still missing [Document name] for [Case / account]. To stay on schedule, we need it by [Date / time + timezone]. Upload: [Secure link] If you can't meet that deadline, reply today with a date that works so we can adjust. Thank you, [Your name] [Team / company]
They sent something — glare, crop, blur, or wrong file.
Hi [First name], Thanks for sending [Document name] — we received it, but we can't use this version yet: • Issue: [e.g. "Expiration date is cut off / image is too dark"] • What we need: [e.g. "All four corners visible, well lit, no glare"] Please re-upload a corrected file here: [Secure link] Appreciate the quick turnaround, [Your name]
They uploaded the wrong thing entirely.
Hi [First name], Thanks for the upload. The file we received looks like [what they sent], but we still need [Document name] for [Case / account]. Please send: • [Document name] — [short requirement] Upload here: [Secure link] Thanks, [Your name]
Dates matter — license, COI, passport, cert expired.
Hi [First name], We reviewed the [Document name] on file for [Case / account]. It appears to have expired on [Date], so we can't proceed with that version. Please upload a current, unexpired [Document name]: [Secure link] If a renewal is already in progress, reply with the expected date. Thanks, [Your name]
Fields blank, signature missing, or page 2 never arrived.
Hi [First name], Thanks for starting [Form / packet]. We're still missing: • [Missing item 1] • [Missing item 2] Please complete and re-upload here: [Secure link] Once those are in, we can keep [Case / account] moving. Thanks, [Your name]
Last call before you pause the case or miss an external deadline.
Hi [First name],
This is a final reminder. Without [Document name] for [Case / account], we'll need to [pause onboarding / hold the account / miss the {external} deadline] after [Date / time].
Upload now: [Secure link]
If you've already sent it, reply with when and how so we can locate it.
[Your name]
[Team / company]Xena watches every open case, nudges by email or SMS when something's missing, rejects unusable uploads, and re-requests the fix — so you're not living in the endless reminder loop.