As it happens we have an onboarding platform which certainly emits quite a few emails. We use online forms for data capture, but funnily enough things sometime

As it happens we have an onboarding platform which certainly emits quite a few emails. We use online forms for data capture, but funnily enough things sometimes pan out like you say. It seems that if you send someone an email saying "You forgot to upload your drivers licence, please click _HERE_ to upload it", a good 50% of the time they will simply reply to your email, attaching the document. And why not really. We used to try again to direct them to the online system, but eventually started handling these things outside the usual flow. tldr; your idea is sound!