Review answers and documents

Review a response

1. Open Information collection and select the client’s collection.
2. Read Current information and check the active request’s progress.
3. Open each received file before accepting it.
4. Use Accept evidence when the document meets the request.
5. If it is unsuitable, choose Request replacement and explain what is needed.

Receiving a file and accepting it are separate steps. A completed client form can still need office review.

The office already has the document

If the client sent the document before, you don’t need to ask again. On the document request, click Attach from the client’s files, and choose the file. You can also upload a new file from your computer in the same place. The file stays in the client’s files and is marked Approved right away, since you chose it. If the client sent files for the same document that you haven’t checked yet, the document stays Needs review until you approve those too.

A document is unavailable

Read the client’s explanation. If your office allows the requirement to be waived, use Waive and record a reason. Did the client write that they will send it later (“I’ll send it soon”)? Click Ask again next to the document and choose when to ask for it: now, in a client reminder on a day you pick, or in an office reminder. See Ask the client for what is missing.

Two answers differ

Open Conflicts and compare the current office value with the client’s submission. Choose the correct value and record the reason. The history keeps the earlier revisions.

Check what remains

The Waiting on line at the top of the collection says whose turn it is. Waiting on you points to documents to review, differences to resolve, or gaps to ask the client about. Waiting on the client shows whether the client has not opened the link, opened it without starting, or is filling it in, and also when a follow-up you scheduled goes out or when an office reminder you set comes up. When the office reminder comes due, it is your turn again. When everything was received and approved it shows Ready.

Ask the client for what is missing

Once the client has answered, you don’t send the whole questionnaire again. Click Ask for what is missing at the top of the request, or Ask again next to a document.

1. Pick what to ask again. What is still missing is already picked: documents not received, documents the client only explained as unavailable, files you asked to replace, and required questions without an answer. Show more questions adds answered questions too, to have the client check them again.
2. Choose When to ask:
   • Now: choose Copy link, Send on WhatsApp, or Send by email. The message lists what is missing and what needs replacing and why.
   • Client reminder: pick a day (Tomorrow, In 3 days, In a week, In two weeks, or another date) and the channels, then click Schedule the reminder. On that day, during office hours, the client gets a reminder with the link. The reminders panel shows the full message. While the client has an open link they have not finished, send now, or cancel the open request first and then schedule.
   • Office reminder: pick a day and who to remind, then click Save the reminder. On that day an alert appears in the bell. The top of the request shows the reminder with Ask now, Change, and Cancel the reminder, and the items you picked are kept.

In the link the client sees only what you picked. A document asked for on its own does not repeat its question, and an answered question appears filled in for the client to confirm or correct. Documents you already accepted or waived are not asked for again. From the moment you send, automatic reminders start again.

A follow-up link that is still open can be sent again from Send the client what is missing.

A document nobody has reviewed yet is highlighted in amber. A reason is required only for a replacement or a waiver, and an accepted document can be reopened with Request replacement.