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Reviewing & Editing Communications Sent to Applicants and Employees

Applicant and employee communications are managed across four areas of the platform. This article walks you through each one so you can review and update your messaging in full.

Written by Louis Docherty

Access required: You need a System Administrator role to view and edit all communication templates described in this article.

Where communications are configured

There are four places where applicant and employee-facing SMS and email messages are managed:

  1. Application messages & reminders

  2. Policies

  3. Campaigns (if enabled)

  4. Compliance Matrix — per-flow messaging

1. Application messages & reminders

These are the generic messages sent to workers and candidates as part of the application process.

To review and edit these:

  1. Navigate to Settings → Applications

  2. Look for the Messages or Reminders section

  3. Edit the content of any message templates shown

These messages typically include the initial application invite and any follow-up reminders.

2. Policies

Policy-related communications are configured within each policy's settings.

To review and edit these:

  1. Go to Settings → Policies

  2. Open a policy you want to review

  3. Check the Reminders section — this controls the messages sent to workers who have outstanding policy requirements

Look out for how your organisation name or sign-off appears at the end of messages (e.g., whether it shows "Best, [Team Name]" or just "[Team Name]").

3. Campaigns (if enabled)

If your organisation is running campaigns, these have their own set of communications.

To review and edit these:

  1. Navigate to Campaigns in the main menu

  2. Open an active or draft campaign

  3. Review the SMS and email content configured within each campaign

Note: Campaigns are not enabled for all organisations. If you don't see this option in your menu, it is not active for your account.

4. Compliance Matrix — per-flow messaging

This is the most granular level of communication configuration. Each individual compliance flow can have its own invite message, reminders, and (if stages are used) next-stage notifications.

Invite message & reminders

  1. Go to Compliance Matrix

  2. Open a compliance flow

  3. Scroll down to the Messaging section

  4. Here you'll find:

    • Application invite — the message sent when a worker is invited to complete this compliance flow

    • Reminders — follow-up messages sent if the worker hasn't completed the flow

Next stage notifications (if using stages)

If your compliance flows use stages, there is an additional Next Stage Notification setting within each flow's messaging section. This controls the message sent when a worker progresses to the next stage.

Note: Next stage notifications are only relevant if your organisation uses staged compliance flows. If stages are not enabled for a flow, this setting has no effect.

Important: editing messages across many compliance flows

When a new compliance flow is created, a default invite message is automatically applied. However, if you want to customise the message, it must be updated individually for each compliance flow — there is currently no way to apply a single template across all flows at once.

If your organisation has a large number of compliance flows, plan to work through them systematically to ensure consistency across all messaging.

Tips for reviewing your communications

  • Check your sign-off: Look for inconsistencies in how messages end — for example, "Best, [Team]" vs. just "[Team]" — and standardise across all four areas above.

  • Review all four areas: A message that looks fine in Policies may have a different sign-off or wording in a compliance flow — always check each area separately.

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