Add external documents in a Workflow

Example of using an external document

One scenario where uploading an external document during a session becomes necessary is when a company uses a third-party service to generate and manage their documents. In such cases, the External Document element creates a placeholder so that the document can be obtained from the service and the agent can insert it into the Workflow before sending the Workflow to the customer . 

Workflow with a loan agreement document to be uploaded in the session

Guiding the agent to upload the correct file

When you add the external document to the Workflow, you can define a name (A) and description (B) for each document that guides agents to upload the correct files.

Agent Interface for Uploading External Document

Additional agent actions 

When the agent uploads the Workflow, in addition to uploading the correct external document, they may also be required to do the following:

• Provide customer contact information for additional participants
• Place signature or initials fields 
• Enter additional text onto the document

For more information about how an agent sends a Workflow with an external document step, see Send a Workflow that requires agent input.

How to add an external document to a Workflow

To add an external document to your Workflow:

1. Drag the External Document element from the right pane.
   The External Document dialog box opens.
2. Enter the following:
   1. Document Name - Appears in the agent UI when they are asked to upload the document. Use a name that will make it clear to the agent which document to upload. 
   2. Description - (optional) Additional information to help the agent understand which document to upload and any additional information like what fields need to be added to it before sending.
3. Click Done.
   The External Document element is added to the canvas. By default, the Workflow step name becomes the Document Name that you created above. You can rename the step (see below).

Edit the external document step

After adding the External Document element to the Workflow canvas, you can select it, click the three dots, and edit it as follows:

1. Rename this Workflow step - the name that appears in the interaction bubble for the agent and customer
2. Edit the document name and description - the name and description that appears for the agent when they are uploading the external document
3. Add an overlay template - see below
4. Duplicate this step - the agent uploads a single document for both the original step and this new one
5. Delete this step
   

Add additional participants to the external document step

By default, an external document step in a Workflow includes the agent and the primary participant. This section explains how to add additional participants to the step for either signing or approving the document.

To add additional participants to an external document step:

1. Select the external document element and click the participants icon.
   
2. In the context menu, click the add participant icon for the relevant group(s).
   The additional participants are added.
3. Hover over a participant and click the menu.
   
4. In the context menu, set any of the following:
   • Define whether the participant is a Signer or Approver.
   • Turn on the toggle to define this participant as Optional - the agent decides whether to include this participant.
   • Delete the participant.
     
5. Click the participant label to change the label of the participant (for more information about participant labels, see Create multi-signer Workflow).
   

Add an overlay template to the external document step

 An overlay template is a file that includes all the information of a PDF template including signature and customer information fields and their positions on the PDF. The overlay can also include additional participants and fields assigned to those participants. When you add an overlay to the external document step, the external document uploaded by the agent automatically takes on all the settings and configurations of the overlay. 

The advantages of using an overlay template with the external document are:

• To include customer information fields and not just signature or initials fields
• To include information fields for additional participants
• To be able to pre-position signature fields and not leave it up to the agent

      For information about creating an overlay template, see Configure PDF template settings.

To add an overlay template to the external document:

1. Select the external document element, and click the menu.
2. In the context menu, under Overlay template, click the Select Template.
   The Select Overlay Template window appears.
3. Select the relevant template and click Select Template.
   The overlay template is added to the external document step.
   Note:

   An auto-generated form is added to the Workflow to enable collecting customer information required in the overlay template.
   To replace the auto-generated form with a customized form, turn off the Use PDF form toggle (see Replace the PDF or overlay template form in a Workflow).