Keeping requesters informed reduces follow-up calls, re-submissions, and complaints. This article covers what notifications the system sends automatically and where gaps exist.
Automatic Notifications
Records Requests sends emails to requesters at key milestones. What fires depends on how the request came in.
Event | Portal submissions | Email-forwarded requests |
Request received | Auto-email sent | No notification |
Records released | Magic link email | Magic link email |
Request received (portal only)
When someone submits through the public portal, they get an automatic acknowledgment email confirming their request was received. This sets expectations and gives them a reference for follow-up.
Email-forwarded requests do not generate an acknowledgment. The requester doesn't know their request entered your system unless someone tells them.
Records released (both channels)
When you complete a request, the requester receives a magic link email regardless of how the request came in. This is the download link for the released records.
The Portal vs. Email Gap
This is the biggest communication difference to be aware of:
Portal requesters get an acknowledgment immediately and know their request is in the system.
Email requesters get nothing until records are released. They may call to check on the status, re-submit, or assume their request was lost.
What to do about it
If your agency receives a significant volume of email requests, consider:
Sending a manual acknowledgment email when you see a new email-forwarded request
Setting up an auto-reply on your records mailbox (outside of GovWorx) that confirms receipt
Encouraging requesters to use the public portal instead
When to Communicate Manually
Beyond the automatic notifications, consider reaching out to the requester when:
The request is vague or unclear. Ask for clarification early rather than guessing and getting it wrong.
It will take longer than usual. If the request is unusually large or requires extensive redaction, let them know proactively.
No responsive records were found. Don't just close the request silently. Explain what you searched and that no matching records were found.
You need an extension. If your jurisdiction allows deadline extensions, notify the requester per your statutory requirements.
Tips
Set expectations early. A quick "we received your request and are working on it" prevents most follow-up calls.
Be specific about timelines. "We'll have this to you by end of week" is better than "we're working on it."
Document your communications. If a request is ever challenged, having a record of what you communicated and when strengthens your position. See Closed Requests and the Audit Trail.