Schedule and manage aftercare

Aftercare schedules the firm's follow-up messages to the case's informant. Confirm the intended contact is marked as informant and has an email address. Check messaging setup before relying on delivery.

The plan must have enabled items, and each item needs its anchor date: the service date or date of death. Record these dates before scheduling.

Schedule a case

Open Aftercare on the case.
Select Schedule aftercare.
Review the messages and their dates.
Use Move to change a date and confirm Move it.
Use Skip for a message that should not be sent.

Use Put it back to restore a skipped item if appropriate. Check the case for sent, skipped or failed outcomes before following up manually.

An archived case's aftercare record is read-only.

Nothing was scheduled or sent

Check the informant's email, enabled plan items and the required anchor dates if scheduling adds nothing. Delivery waits until the case status is completed or closed; an earlier case status can leave a due message unsent. Also check delivery failures and recipient opt-outs before sending anything manually.

Maintain the plan

In Settings → Families → Aftercare, review each message's Days after, Measured from and On setting. Save changes and inspect the schedule on the relevant case; do not assume editing a template has rewritten every existing schedule.

External aftercare provider

The aftercare export must be deliberately enabled in settings. Review what is shared and the intended recipient before enabling it.

A read-only provider export is not evidence that the provider has contacted a family. Confirm that workflow with the provider separately.

See Send a family message for consent, reply addresses and delivery problems.