Add Document Requests to a Workflow

The Document Request step allows you to obtain essential supporting documentation from customers. Whether it’s financial statements, legal forms, or personal ID documents, this step ensures that the required materials are promptly submitted.

Preparing to add a Document Request to a Workflow

Before adding a Document Request step to a Workflow, you’ll need to do the following:

Create the required type of Document Request, see Create Document Requests.
Optionally, create a photo ID Document Request with data extraction. Extracted data can be mapped to Attributes for controlling conditional Workflow elements like switches and hubs.

How to add a Document Request step

Drag the Document Request item from the left pane.
The Document request dialog box opens.
In the left pane, select the category of Document Requests to filter the list of document types or select All.
In the middle pane, select documents that you want to request from the customer.
Tip
If the document includes data extraction, an icon is displayed next to the document. You can click on the icon to see which Attributes are bound to the extraction results.
The selected items appear in the right panel.
Click the x next to any of the selected items to remove them from this step.
Click Done.
The Document Request item is added to the canvas and displays the number of documents you included in that step.

Edit the Document Request step

After adding the Document Request item to the Workflow canvas, you can select it, and, in the right panel, edit it as follows:

Step name - Click the edit icon and change the name that appears for this step in the collaboration room
Included documents - Shows which documents are being requested; click Edit list to add or remove documents
Description for agent - (optional) Provide an explanation of this step for the agent to help them understand what documents are required; this is particularly helpful when you allow agents to select and create custom documents (see next settings and below)
Allow agent selection - Allow agents to select which documents from the defined list are required
Allow custom documents - Allow agents to add custom documents to the required list

Use the context menu above the selected item to do the following:

Duplicate this step
Delete this step

Empowering agents to select and create documents

The types of documents that are included in a Document Request step are defined by the Administrator/BC that creates the Workflow. However, you may have a Workflow that requires flexibility for which documents are included in the final required list that is sent to the customer. In this case, the Administrator can allow agents to edit the list of documents and even to create custom ones as they are adding the Workflow to the session (see Send a Workflow that requires agent input.

To empower agents to select and create documents:

After adding the Document Request step to the Workflow, turn on the relevant settings in the right panel (see Allow agent selection and Allow custom documents above).