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Overview

Each customer record has a Files area for documents such as signed contracts, ID copies or welcome packs. You can keep files internal, share them with the customer in the Members Portal, or send them out for electronic signature. You can also message customers directly from their record.

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How to access

Go to Operations → Members & contacts, open the customer, then open CRM → Files or CRM → Messages. A customer's files Each file shows whether it’s Internal or Shared with the customer, and whether it’s been Signed.

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Add a file to a customer

  1. Open the customer and go to CRM → Files.
  2. Select Add document.
  3. Under Document details, choose Create the document by uploading a file, then select the file.
  4. Add Notes if needed. If you share the file, the notes are included in the email the customer receives.
  5. To let the customer see the file, turn on Share this document with the customer.
  6. To ask the customer to sign it, turn on Request the customer to e-sign this document (see Request an e-signature).
  7. Save.
Shared files appear in the customer’s Members Portal account. The first time you share a file, the customer gets an email with a link to it.

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Create a document from a template

Document templates turn customer and contract details into a finished document, such as a membership agreement. Create your templates first under CRM → Documents → Document templates.

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For a customer with a contract

  1. Open the customer and go to CRM → Files.
  2. Select Add document.
  3. Under Document details, choose Create the document by using a Contract Template.
  4. Choose the Contract name and the Document template to use.
  5. Preview the document to check it looks right.
  6. Choose whether to share it and whether to request an e-signature, then save.

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For any customer, from the list

  1. Go to Operations → Members & contacts.
  2. Open the actions menu next to the customer and select Create document.
  3. Choose the Document template to use.
  4. Choose what happens to the file:
    • Turn on Attach this file to the customer account instead of downloading it to save it to the customer’s Files. Turn it off to download a copy now.
    • Turn on Request the customer to digitally sign this document to send it for signature straight away.
  5. Confirm.
Use Create document for customers without a contract, such as a contact who needs a quote. It also works in bulk: tick several customers and run Create document from the bulk actions menu.

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Request an e-signature

E-signatures use Dropbox Sign. Turn on the Dropbox Sign integration under Settings → Integrations first. The customer also needs portal access to sign. When you turn on Request the customer to e-sign this document, you can also add:
  • Additional customer signatures, for other people who must sign, such as a second company director.
  • Counter e-signature(s) recipients, for people on your side who sign after the customer.
Each recipient gets an email with a link to sign. Once everyone has signed, a signed copy is stored with the document. The Documents list under CRM shows the signature status of every document: Out for signature, Signed electronically or Signed manually. You can’t edit a document’s file or notes once it’s been sent for signature. If the customer signed a paper copy, turn on This document has been signed (manual override) instead.

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Send a file to a customer

To share a file that’s currently internal, open it from CRM → Files, turn on Share this document with the customer and save. The customer receives an email with a link and can download the file from their Members Portal account.

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Message a customer

  1. Open the customer and go to CRM → Messages.
  2. Select Send message.
  3. Choose the Email account to send from. See Email accounts.
  4. Enter a Subject and Message, or pick a Message macro to start from and edit it.
  5. Select Send message.
The customer receives the message by email within a few minutes. The list shows every message sent to the customer, and replies they’ve sent back if you’ve connected an email account, so the whole team can see the conversation.