Send a template-based document
  • 21 Nov 2022
  • 2 Minutes to read
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Send a template-based document

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This article explains how to send a template-based document to a customer during a Lightico session. This document may be a form that you want the customer to complete, a document that you need signed or approved or any other type of document that you want to share with your customer.

Note:
  • Template-based documents are configured by the business administrator in the Lightico Administration page. For more information, see Create template-based documents.

  • You can also create a new ad hoc document with custom fields during the session. For more information, see Send an ad hoc document.

Send a document - agent perspective

This section explains how to send a template-based document from the Agent Console during a Lightico session.

To send a template-based document:

  1. In the right panel of the agent console, click Assets.

    Under Assets, you can access the documents that have been prepared and predefined by your business administrator.


  2. Locate the document you want to send by either searching for the document in the search box or browsing the folders.

  3. Click the relevant document.
    The document opens displaying the fields that need to be completed. In the following example, the customer needs to complete some personal details and preferences, initial some sections, and sign the document. In this example, the agent also needs to sign the document:
    document_example
    By default, the fields that need to be completed by the customer are highlighted in blue and the fields that need to be completed by the agent are highlighted in yellow.

    Note:
    If the document requires multiple signers or approvers, the participants panel opens in the left pane. For more information, see Send a template-based document to multiple participants.
  4. Complete the agent fields before sending the document (if relevant).

    The agent may need to complete certain fields, before sending the document. For example, the agent may need to sign the document first.

    To complete the agent fields, click on the relevant agent fields and follow the on-screen instructions.

  5. Click Send at the top right corner of your screen.

    To track the customer interaction after the document has been sent, use the interaction bubble, displayed in the left pane. The interaction bubble provides information about this interaction with the customer and allows you to perform certain actions on the relevant document or asset. For more information, see Using interaction bubbles.

Send a document - customer perspective

This section provides an overview of how the customer receives the document that was sent by the agent.

When the agent sends the document to the customer, the customer sees an interaction bubble in the session that includes a link to open the document:
image.png

The information fields are presented as a wizard that can be filled out by the customer, as in the example below:
image.png

The information fields are automatically populated in the document and the customer sees a preview of the completed document. The customer can click Previous to change the information they entered in the form.
image.png

When the customer clicks Sign, they are prompted to sign or initial the document in the relevant areas:
image.png

Once the document has been signed, the completed form is updated in the session and can be viewed and downloaded by both the customer and the agent.


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