--- title: "Document handling" slug: "document-handling" updated: 2026-09-15T09:50:25Z published: 2026-09-15T09:50:25Z canonical: "knowledge.lightico.com/document-handling" --- > ## Documentation Index > Fetch the complete documentation index at: https://knowledge.lightico.com/llms.txt > Use this file to discover all available pages before exploring further. # 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. > [!TIP] > Notifications for documents completed in a Collaboration Room session are sent to the agent that owns the session and documents completed in a customer engagement task in Case Manager are sent to the agent that is currently assigned to the case. 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] > **Tip** > > For information about how to compose an HTML file for the email, see [Email template guidelines](https://knowledge.lightico.com/docs/email-template-guidelines). Click [here](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/default_notification_email_completed_wf_pdf.zip) to download and view the default email template. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(67).png) ## Send completed Workflow documents to customer email By default, completed Workflow documents are sent to the customer automatically. Receiving a copy of what you signed or completed is a standard expectation in any digital process, the same way a purchase generates a receipt or a signed contract triggers a confirmation. However, if desired, you can give customers the choice rather than sending the documents automatically. The email sent to the customer includes all completed documents as attachments. You can define email the subject line and customize the body using an HTML template. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(499).png) Email confirmation for receiving documents to the customer --- **To configure sending completed Workflow documents to customers:** 1. In the Admin Center, under **Settings,** go to **System**. 2. In system settings, go to **Session > Document handling**. 3. Turn on the **Customer email** toggle. 4. Under **Delivery consent**, select one of the following: - **Send automatically** (default) — the customer confirms their email address at the start of the session. Documents are sent automatically each time a Workflow is completed. - **Ask the customer** — the customer is given the option whether to receive their documents and can edit the email address at the end of each completed Workflow. 5. Under **Set email subject**, edit the subject line or keep the default. 6. Under **Choose custom HTML document for the email body**, click **Replace file** to upload a custom template, or **Back to default** to restore the default. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(500).png) > [!NOTE] > **Note** > > This feature is supported for the primary participant only. The email prompt appears once per session, so customers are not asked again if multiple Workflows run within the same session. --- ## 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. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/audit_trail.png) **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 Note: To separate the audit trail from the completed document, see [Separate Audit Trail](/v1/docs/separate-audit-trail). ## 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 documents before they are completed, whether from the main collaboration chat view or, for the customer, when viewing the document inside a Workflow. > [!TIP] > Tip > > To ensure that PDF documents (whether uploaded by the business configurator as PDF Templates or by the agent as External Documents) are accessible, always use a screen-reader-accessible PDF. Configure the following settings under **Download incomplete documents**: ### Download incomplete documents To allow both customers and agents to download incomplete documents and Workflows, turn on the toggle. > [!NOTE] > Note > > A [**visual cart Workflow**](https://knowledge.lightico.com/v1/docs/send-a-visual-cart-workflow) cannot be downloaded until it is completed by the customer. After enabling this setting, you can configure the following: ### Blacked out signature To black out the signature in the downloaded files, turn on the toggle. ### Watermark To add a watermark to the downloaded files, turn on the toggle. ### Watermark text If you added a watermark, enter the text for the watermark. ### Watermark position If you added a watermark, select the position of the watermark (Diagonal, Top, or Bottom). ## 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](/v1/docs/configure-lightico-settings)) ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/Snag_1092fae1.png) 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](/docs/document-handling#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 ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image%20(2).png) ## 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. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/Snag_1e4fb74.png) ## 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](/docs/document-handling#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**.![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/Snag_675bfbd.png) --- ## Agent preview You can allow agents to preview documents before the customer completes them. This lets agents see the document as the customer will see it and guide them through the completion process. Agent preview is supported for both PDF Templates and Dynamic Documents (HTML) with the follow differences: - **PDF** - Preview is available as soon as the Workflow is added to the session. - **Dynamic Document** - Preview is available only after the customer reaches the document step in the Workflow. **To allow agent preview:** Under **Agent preview**, turn on the **Preview documents** toggle. ## 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 ### 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: **< > : ” / \ | ? *** A module within the Lightico Platform that enables you to complete all parts of a customer journey from a single, chat-style interface. You can obtain signatures, verify ID, collect supporting documentation, collect payments and more. A module in the Lightico platform that enables you to collect and manage customer information in a standardized, organized, and efficient way. Each user is associated with a team. A team defines unique settings that affect how a Collaboration Room session functions and what cases are available in Case Manager. Area of the Lightico platform where you will find all settings, user management, and asset configuration pages. Access to this area is defined by a user's role and permissions. A Lightico user with a business configurator or BC role configures elements of the Lightico journey in the Admin Center pages. A PDF document that has been enhanced with interactive fields so that it can be completed by a customer in a session. A PDF document that is uploaded to a session from a source other than Lightico, for example, from the agent’s computer. Values that the Lightico system either generates or regularly records from session, case, or analysis data. For a full list of available system values, see [System values](/v1/docs/system-values). Documents created entirely in the Lightico UI, displayed as dynamic HTML and converted to PDF after signing or approval.