What your client sees: the client experience from invite to follow-up
This article walks through what your client sees from the moment you invite them, so you know exactly what to tell them to expect.
1. The invitation
When you invite a client to a matter, they receive an email with a secure link to create their account. The link expires if it is not clicked in time, and you can resend it from the matter's Client Users tab. If you invite both spouses, each gets their own login while sharing access to the same questionnaire.
2. Creating an account and signing in
The client sets their own password, and can optionally enable multi factor authentication on their account. To come back later, they sign in through your firm's standard link or the main login page; they do not need the original invitation email again.
3. Filling in the questionnaire
The questionnaire is organized into sections the client can work through at their own pace. Answers save as they go, so they can stop and return as often as they like. Depending on your setup, they can also upload documents and bank statements along the way, and fields your firm flagged as important show a gentle reminder if left blank, without blocking them.
4. Submitting
When the client is done, they click the submit button at the bottom (by default labeled Submit to Attorney, and customizable per questionnaire). If you have submission confirmations turned on, they receive a confirmation email. After submitting, clients can still edit their answers until you lock the matter, but they can no longer delete contacts.
5. The Client Workspace
After submitting, the client's home base is the Client Workspace, where they see their questionnaires and any documents your firm has shared with them. If secure messaging is enabled, they can also message your firm in conversation topics directly from the portal.
6. Follow-ups
If items are still missing after submission, the Follow-up stage sends the client an email listing what is needed, with reminders that stop automatically once everything is provided.
Frequently Asked Questions
Can my client see other matters or other clients' information?
No. A client user only sees the matters they were invited to, and only their own information within them.
What should I tell a client who is nervous about security?
Your firm has a branded security page that explains how their information is protected. You can find your firm's link under Settings > Firm > Security and share it with any client.
Does my client need to finish the questionnaire in one sitting?
No. Answers save as they go, and they can sign back in and continue any time until the matter is locked.