You should allow an hour to complete the steps in this guide. It will walk you through the recommended way to configure Glasscubes to request and gather your client’s accounts information more efficiently.
It will save time by chasing outstanding items for you.
Responses and any follow-on discussions will be contained and organised, making them quick to find.
Real-time reporting monitors the progress of your client's requests in a transparent environment.
Administrators only
The following steps must be completed by a platform Administrator. You can have more than one Administrator, but we recommend they are kept to a minimum.
An Administrator can change the platform’s configuration settings, add and remove users, and has full access to the contents of the account.
To access the account settings click on your initials in the top right corner of the screen and select ‘Account settings’ from the drop-down menu.
Now click on and follow the steps below:
1. Add a payment method
1. Add a payment method
The payment of monthly subscriptions must be automated. Either add a payment card to the billing section of your account, or contact us and we will set up a Direct Debit for you.
2. Brand your account
2. Brand your account
Add your firm’s name and logo to the branding section, which will appear in the email notifications that are sent by the system.
3. Create your workspace structure
3. Create your workspace structure
A workspace is a secure, permission-controlled area where you can request information from clients, manage their responses, and keep all ongoing correspondence organised in one place.
There’s no limit to the number of workspaces you can create — it simply depends on how your accounts team is structured and how they work with clients.
Choosing the Right Workspace Structure for Your Firm
Setting up the right workspace structure is key to keeping your client communications organised, efficient, and easy to manage.
The best setup for your firm will depend on how your team works and how client information is requested and managed.
Below, we’ll guide you through the options to help you choose the structure that best supports your workflow and gives you complete visibility across your client activity.
Requesting Generic Data:
If you need to collect the same information from multiple clients, we recommend using the recurring request feature. This allows you to bulk import client details and create requests at scale, saving you time and ensuring consistency.
👉 Click here to get started with recurring requests.
Requesting Bespoke Data:
If you need to request more tailored or client-specific information, the regular information request feature is ideal. This allows you to create personalised requests, which you can later copy and roll forward for future use.
👉 Click here to create a bespoke request.
Requesting Generic Data - Using Recurring Requests:
Shared team approach:
If the same person requests all year-end accounts information or via a shared email, your team can work from the same set of workspaces. We recommend setting up 12 workspaces — one for each month — to give you clear visibility and control over your year-end processes.Individual team member approach:
If each team member manages their own group of clients, they should each have their own set of 12 monthly workspaces.
Support staff or colleagues who need oversight can also be added to these workspaces to collaborate or monitor client activity.
This structure helps you stay organised, improves client communication, and ensures your team has complete visibility throughout the year.
Requesting Bespoke Data – Using Regular Information Requests
If you provide clients with more tailored, bespoke request lists, we recommend setting up individual workspaces.
There’s no limit to the number of workspaces you can create. The number you'll need depends on how your accounts team is structured and how they support clients.
If team members manage their own group of clients, each team member should have their own workspace. Additional colleagues who support them or need visibility can also be added to that workspace.
If requests are sent from a shared email address or by a single team member, your whole team can work from one shared workspace.
Choosing the right setup ensures clear ownership, better visibility, and a smoother client experience.
Creating workspaces:
When you create your workspaces, several features can be enabled.
We recommend initially enabling only the ‘Requests’ feature (others can be added later, if necessary).
If you need to create workspaces in bulk, instead of individually, please don't hesitate to contact us.
4. Set up your information request template
4. Set up your information request template
Jump to the Right Request Option
Choose an option below to get started:
👉 Information Request Template for generic recurring requests – Click here
👉 Information Request Template for bespoke requests – Click here
Information Request Template for Generic Recurring Requests
The recurring requests feature simplifies the process of requesting year-end accounts information. This type of request requires setting up an information request template at the account level. The template allows you to quickly create consistent requests for each client, saving you time and ensuring uniform communication.
To create a template, navigate to ‘Account settings > Advanced options’ and click the ‘Manage templates’ button. When the pop-up appears, click the blue ‘Create’ button.
Now simply enter, or copy and paste, a list of the information you require into the text box. Each line will become a single item added to the request.
Then click 'Next' to continue.
If you want to add supporting guidance, commentary, or files to any item in the request, click the pencil icon to edit the item (this step is optional).
To continue, click ‘Next’.
Start by giving your template a name. Then, add a subject line and message for the email notification that will be sent to your client.
If you're using the bulk import feature, you can include variables to personalise each client's request. Available variables include:
$recipient_id$ – Your unique Client ID
$recipient_name$ – Client's first name or preferred name
$sender_name$ – Name of the team member sending the request
$company$ – Your company name
Important: Please make sure all variables are enclosed with $ symbols (e.g., $recipient_name$) so they can be correctly pulled from your data spreadsheet.
When you're ready, click Next to continue.
When creating a request template for a recurring request, you do not set a fixed Response Due By date.
Instead, use the “days later” field.
In this field, enter how many days after the send date you want the client’s information completed.
For example, if you require the information within 60 days of the send date, enter 60.
This timeline will automatically apply to every recurring request you schedule moving forward.
You’ll select the actual send date in the next step when configuring your recurring request setup.
If you want the system to automatically follow up on overdue requests, simply set the number and frequency of reminders to be sent.
You can adjust these reminder settings individually for each request at any time.
Finally, click Save to complete the template.
Regular Information Request for bespoke requests
To create a template, navigate to ‘Account settings > Advanced options’ and click the ‘Manage templates’ button. When the pop-up appears, click the blue ‘Create’ button.
Simply enter or copy-paste the list of information you need into the text box. This list can be fairly generic, giving you a solid foundation for your bespoke request. You can personalise these items for each client before sending. Each line you add will become a separate item in the request.
Then, click Next to continue.
If you want to add supporting guidance, commentary, or files to any item in the request, click the pencil icon to edit the item (this step is optional and can also be edited prior to sending a request for information).
To continue, click Next.
First, name your template.
Then, add a subject line and message for the client email notification.
Before sending, you can personalise details like the company name in the subject and the client’s or sender’s name in the message body; adding a professional, engaging touch.
Click Next to continue.
There’s no need to add a due date to the template, as this will likely vary with each request.
If you’d like the system to automatically follow up on overdue items, simply set the number and frequency of reminders.
You can adjust these settings for each individual request whenever needed.
Finally, click Save to complete the template.
5. Sending a test information request
5. Sending a test information request
Choose an option below to get started:
👉 To create and schedule a recurring request, click here.
👉 To create and send a bespoke request, click here.
How to Create and Schedule a Recurring Request
To create and schedule a recurring request, navigate to a workspace, use your saved template to create the request, and send a request to a colleague to preview how it will appear to your client.
Click the dropdown arrow next to the New request button, and select Recurring request.
This screen will be displayed and will allow you to set up the recurrence for your request.
Start by entering a name for the recurring request.
From the "Select Sent From?" dropdown, choose the user you wish to send the recurring request from (only users with access to this workspace can be selected).
Then, from the "Select Template" dropdown, select your information request template.
Next, enter the email address of a colleague to whom you'd like to send the test request. Then click Edit schedule.
Here, select your When recurrence; for year-end accounts, you would usually choose Yearly. Then, select the first recurrence date by choosing the month and day you want the request sent. For testing purposes, it’s best to select today or tomorrow’s date so you can see the results quickly.
Next, set your Range of recurrence by selecting the start date and specifying how many recurrences you need.
Finally, click Update to save.
You will now have a sample of the recurring schedule for you to review.
Click Save, and your request is scheduled, and will be sent on the date you selected.
Please note, you won’t have full visibility of the complete request until it has been created and sent; it will currently sit in a scheduled status.
How to Create and Send a Bespoke Request
To create and send a bespoke request, navigate to a workspace, use your saved template to create the request, and send a request to a colleague to preview how it will appear to your client.
Click the New request button.
Click on the Select template drop down, and select your template.
Click Next to continue.
Enter the email address of a colleague you’d like to send the test request to, then simply follow the remaining steps in the wizard to send the request.
This is an example of the email notification that is sent.
When the recipient clicks the green button they are directed to the list of items you have requested.
6. Adding team members
6. Adding team members
Users are invited to the platform by navigating to 'Account settings>User management'.
Add their email address, select the workspaces you want to give them access to, and the permission you want to allocate them. This will typically be a Contributor. Here are some more detailed instructions.
NOTE: As Glasscubes is a client facing communication tool, we highly recommend all team members upload their profile picture, which makes the platform feel more personal and welcoming to your clients.
7. Client communication
7. Client communication
We would recommend that you introduce Glasscubes to your client before sending them their first accounts information request.
It is a good opportunity to explain that you have implemented a new transfer facility, which provides them with a secure communication channel directly to their trusted advisor. Please find our recommended template below:
Subject: Action Required: Secure Submission of End-of-Year Accounts
Dear [Client's Name],
To ensure the secure transfer of your year-end account information, we have introduced a new encrypted facility for document submission. Please do not send any sensitive information via email; instead, use this secure platform for all communication related to your accounts.
You will receive an email from this facility on [Date] with access to a list of required documents. If you do not receive it, please check your junk/spam folder and mark it as not junk.
If you have any questions or need assistance, please do not hesitate to get in touch.
Yours faithfully,
8. Sending information requests to clients
8. Sending information requests to clients
We highly recommend engaging with your Glasscubes Customer Success Manager prior to sending your first requests to clients.
If you need any assistance with your onboarding, please contact us.