---
id: KB-TL-004
url: https://app.codecontract.io/help/trackline/what-to-do-when-someone-does-not-reply
idioma: en
categoria: trackline
subcategoria: seguimiento
modulo: trackline
audiencia: usuario
actualizado: 2026-08-12
tambienEn: [es]
relacionados: [KB-TL-001, KB-TL-003]
citadoPor: [KB-TL-002, KB-TL-003, KB-TL-007, KB-TL-008, KB-CO-010, KB-CS-001, KB-PR-023, KB-PS-023, KB-TL-027, KB-ET-003, KB-CC-001, KB-CF-001]
enLaApp: https://app.codecontract.io/insistencia
---

# What to do when someone does not reply

_Automatic reminders, switching channel, and when it is time to pick up the phone._

**Responde a:** the supplier is not replying what do I do · automatic reminders for document requests · how to chase without phoning · how often to send a reminder

Chasing is the part of the job that eats the most time and that people enjoy least. Trackline automates it as far as it makes sense, and tells you when it no longer does.

**En corto**

- Reminders go out on their own, at whatever cadence you configure.
- They can be sent on a different channel from the first notice.
- They stop automatically as soon as the person delivers that specific request.
- When the attempts run out, the alert comes to you instead of nagging on.

**How chasing works** — Reminders are spaced out and can switch channel. As soon as the person delivers, they stop for that request without affecting the others.

## How to set it up

When you create the process, or later on a specific case, you decide how often to remind and how many times. A sensible default is the first reminder after two or three days and the second after a week, on a different channel.

> [!WARNING]
> Reminding every day speeds nothing up: what it achieves is the person marking your messages as spam, and from then on they miss the important ones too.

## Switching channel

This is what works best. If the first notice went by email and got no reply, a second one by SMS or WhatsApp lands somewhere else — usually a phone — and gets seen. The platform does it on its own if you have given it both contact details.

## When to step in by hand

- When the reminders run out and there is still nothing: the platform tells you, and at that point it is a phone call.
- When the person replies to the email instead of using the link: a sign they did not understand what to do.
- When they deliver the wrong thing: better explained by you than by resending the same automated notice.
- When the contact detail is wrong: if the email bounces or the number does not exist, no reminder is going to fix that.

## Frequently asked questions

**Do reminders stop on their own once they deliver?**

Yes, and only for that request. If you asked for three things and they delivered one, they keep getting reminders about the other two.

**Can I send a reminder right now, without waiting?**

Yes. There is a button on the case to resend the notice immediately, regardless of the automatic cadence.

**How do I know the notice actually arrived?**

The case shows when each notice was sent and on which channel. A bounced email is flagged, so a wrong contact detail surfaces without waiting weeks.

**Can I mute reminders for one particular case?**

Yes. They can be paused per case without touching the process configuration — which is what you want once you have already spoken to that person on the phone.

## Ejemplos

**A company asks forty suppliers for their tax clearance certificate and after ten days twelve have replied.**

- Lets the first automatic email reminder go out after three days
- Sets the second one on WhatsApp after a week
- Only calls the ones still silent after both

→ Out of forty possible calls you end up making five, and you make them knowing exactly what each person still owes.

**The same email is resent by hand every week.**

- Sets up the automatic reminder

→ Chasing stops consuming anybody's time.

**The contact no longer works there.**

- Changes the recipient in the file

→ The request reaches somebody who exists.

**The email is not arriving and nobody knows.**

- Checks the delivery status before insisting

→ The cause is tackled rather than the symptom.

**After four reminders there is still no reply.**

- Phones and records the call

→ The change of channel is recorded like everything else.

**Somebody who already delivered another way is chased.**

- Checks the file before chasing

→ An unfair chase is avoided.