Document handling

Lightico enables you to configure the way documents are handled, before, during, and after the customer completes them. For example, you can choose who is notified when the document is completed. This article describes how to configure the system settings under Session > Document handling.

Notifications for completed documents

It’s important to know when a customer has finished a document or a Workflow as it may require other steps in your business processes. You can configure the system to send email notifications to the agent and/or another email.

Use the following system or team settings under Notify on customer completion to configure completion notifications:

• Agent - activate to send an email notification to the agent

• Other email - activate and provide an email address to send a notification to someone other than the agent

• Attachments - attach PDFs of the completed documents to the notification email

• Email subject - enter the title for the notification email

• Email body - replace the default HTML file to customize the body of the notification email

  Tip

  For information about how to compose an HTML file for the email, see Email template guidelines.
  Click here to download and view the default email template.

  

Send completed Workflow documents to customer email

You can allow customers to send copies of completed Workflow documents to their email. This feature ensures that customers receive their completed documents for those times when they may overlook the manual download option in the collaboration UI.  

When this feature is activated, in the closing screen of a Workflow, the customer is given the following options:

• Select the checkbox to receive an email with all documents in the Workflow

• Edit the email address to which the documents are sent

To activate this feature and customize the email message to which the documents will be attached:

1. In the Lightico administration pages, go to Session > Document handling > Notify on customer completion.

2. Turn on the Customer email toggle.

3. Under set email subject , edit the subject for the email or use the default one.

4. Under Choose custom HTML document for the email body, click Replace file and upload an HTML file. For guidelines for creating an email template, see Email template guidelines.
   

   

Define agent information in the audit trail

Lightico documents include an audit trail with additional information about the document, as in the example below. You can define how the agent information is displayed in this audit trail.

To define how the agent information is displayed in the audit trail: 

In the Agent information in audit trail section, select one of the following:

• Company Name

• Agent User Name

• Agent Full Name

• Agent User Name and Full Name

Allow agents to download completed documents

Customers can always download completed documents. 

To define whether to allow agents to also download completed documents:

Under Dowload complete documents, turn on the toggle.

Allow agents and customers to download incomplete documents

You can decide whether to allow both customers (including co-signers) and agents to download incomplete documents.
Configure the following settings under Download incomplete documents:

Customize file names for system use

You can customize the file names of your documents for internal use. This allows an organization to use their own specific naming convention for these files. When agents download the document or when the document is sent internally by email, the customized file name will be used. However,  when customers or cosigners download the document, they will still see the original name of the document.

The customized file name settings are divided into three categories:

• eSigns and Workflows - All PDF Template and External Documents

• Document requests - Copies of documentation provided by the customer like Photo ID or bank statement

• Payment summary - Summary of customer payment during a session. This custom file name is only relevant for Lightico files that are saved in Salesforce (see Configure Lightico Settings)
  

  Note:

  Customized file names do not apply to images that the agent adds to a session.

For information about what text you can insert in the customized file name, see the guidelines below.

To customize file names for internal use:

1. Under Customize file name for system use, turn on the eSign and Workflows and/or the Document requests toggle.

2. Click Edit, and do any of the following:

   • Add free text

   • Click the Attribute icon to add an existing attribute

   • Click the hash tag icon to add a
     

Company Stamp on Audit

To define the company name for audit trails:

Turn on the Company stamp on audit toggle and enter the company name in the field.

Insert a footer in documents

You can automatically insert a footer in all documents that you send to your customer. The footer appears at the bottom of the page on either the first page or on all pages.

For information about what text you can insert in the footer, see the guidelines.

To insert a footer in documents:

1. Under Footer, turn on the Add footer to all documents toggle.

2. Click Edit, and do any of the following:

   • Add free text

   • Click the Attribute icon to add an existing attribute

   • Click the hash tag icon to add a system value

3. Under Show footer on, select whether the footer will appear on the First page only or on All pages.

Guidelines for customized file name and footer text

Follow these guidelines when creating a customized file name or footer text.

Allowed attribute types

When defining the customized file name or footer, you can use the following types of attributes:

• text

• date

• digit

Available system value

You can select the following system value: 

• #CUSTOMER_NAME# - Customer's name used in the session

• #USER_NAME# - Agent's name

• #CUSTOMER_CONTACT# - Customer's email address or phone number

• #DOCUMENT_CODE# – defined by the BC for each document:

  • For PDF Templates and overlays in the settings tab

  • For Dynamic Documents from the menu in the upper right corner

• #FILE_NAME# - Name of document file

• #TEMPLATE_ID# - Unique number that identifies a document or workflow template

• #FILE_ID# - Unique number that identifies a document after it has been added to a session

• #PAGE_COUNT# – shows how many pages are in a document

• #UNIQUE_24CHARS# – Lightico generates a unique 24-character string when the file is completed

• #WORKFLOW_ID# - Unique number that identifies a workflow after it has been added to a session 

• #WORKFLOW_NAME# - Name given to the workflow in the Workflow Builder

• #TEMPLATE_NAME# - Name given to a document template in the PDF Editor

• #COMPLETION_DATE# - Date the document was completed

The following parameters apply only to document request file names:

• #DOCUMENT_REQUEST_NAME# - Referred to as "Document name" in the Admin UI (Document  request > Document page)

• #DOCUMENT_REQUEST_TYPE#- Referred to as "Category name" in the Admin UI (Document  request > Document page)

Text limitations

Customized file names and footer texts cannot include hashtags (#) other than those used to enclose system value names (for example, #CUSTOMER_NAME#).

The following limitations apply to customized file names only:

• Free text in the file name cannot exceed 250 characters 

• The file name cannot be empty or include white characters (space, tab etc.) 

• The file name cannot include any of the following characters: < > : ” / \ | ? *