1. Sticky Top Bar — Always Visible

2. Documents Page Toolbar

3. Requesting Documents from a Client

4. Document Templates & Batches

5. Sending a Document Request to the Client

6. Managing Uploaded Documents

7. Auto Reminders

8. Generating & Sending Letters

9. The Client Portal — Document Experience

10. Troubleshooting — Email Not Sending

11. Quick Reference Table

Searches across all documents on the file by name or type.

Filters the document list by status.

Available statuses: Pending, Approved, Rejected.

Revokes or restores the client's access to their portal for this file.

Use this if you need to cut off a client's ability to view or upload documents.

Switches the document display between a grid (card) format and a flat list format.

List format is useful for files with many documents — easier to scan and manage.

Requires letter templates to be created first in Settings.

After generating, two buttons appear: View Letter (preview the PDF) and Send Letter (send directly to the client and/or realtor).

Click the blue Request Documents button in the Documents toolbar.

This opens the document request module, which shows all your saved document templates on the left column.

Browse or search your templates in the left column.

Use the search bar at the top of the template list to find a specific template quickly.

Use the categories filter to narrow by document category.

Use the folders button to filter by folder if your templates are organized into folders.

Click a template to add it to the request queue.

Click the Document Request button at the bottom of the module.

Enter a title (e.g. 'Recent Pay Stub').

Enter a description (e.g. 'Most recent two pay stubs required').

Toggle Save for Future Use to automatically save this as a template for next time.

The item is added to the request queue.

Click the Batches tab at the top of the template panel (next to Templates).

Select a pre-built batch (e.g. 'All Employee Documents') to add all items in that batch to the queue at once.

Batches are created and managed in the Templates section. See Section 4.

Once all desired documents are in the queue, click Create Request.

The items are now added to the client portal — they appear in the portal under the borrower's name.

Documents requested from different borrowers appear under each borrower's name separately.

Create a batch with a name (e.g. 'All Employee Documents').

Add the relevant document templates to the batch (e.g. Letter of Employment, Pay Stub, T4, Photo ID).

In the request module, switch to the Batches tab and select the batch to add all items to the queue instantly.

Click the Send Requests button in the Documents toolbar (next to the blue Request Documents button).

This opens the document reminder/send module.

Once configured, click Send Reminder in the bottom right corner to deliver the request to the client.

The client receives a branded email with their portal access button, a list of all outstanding documents, and your custom message.

The email is styled using your email signature and company brand colors.

If a client uploads a document to the wrong request slot, simply drag and drop it to the correct request item.

No other steps required — it reorganizes instantly.

Open the document in the preview module.

All pages appear as thumbnails in the left column.

Select the checkboxes on the pages you want to split out.

Click Split Document to separate those pages into their own document.

Click the Auto Reminders button in the Documents toolbar.

Choose a frequency: Daily, every 2 days, 3 days, 4 days, 5 days, 6 days, or Weekly.

Set the send time and time zone.

Write a custom message (recommended: keep it simple — e.g. 'Here are the outstanding documents required for your file.').

Choose whether to send to all borrowers on the file or a specific borrower.

Click Enable / Initialize to activate.

As documents get approved, they are automatically removed from the reminder list — clients only receive reminders about what is still outstanding.

To stop reminders, open the Auto Reminders panel and disable them.

Add your name, email, position, and phone number.

Upload your signature.

Create letter templates for different scenarios.

Click the Generate Letter button in the Documents toolbar.

Select the appropriate template from your saved templates.

Fill in any variable fields (e.g. property address, approved amount, additional notes).

Click Generate PDF.

A branded PDF is created with your signature, branding, and the filled-in details.

Click View Client Portal from the Actions dropdown in the sticky top bar, or copy the portal link to send to the client directly.

The portal shows the client's document requests organized by borrower name.

Each request shows the title and description you configured.

If a sample document is attached to the template, a View Sample button appears next to the request.

The client clicks on a request and uploads their document.

Uploaded documents show as 'Under Review' in the client portal until you approve or reject them.

Clients cannot download or preview documents they have already uploaded — this is intentional for security purposes.

Clients cannot delete documents they have already uploaded — also intentional, to prevent accidental removal of documents you may need.

Clients do not need to create an account to access the portal — the link grants direct access, removing a friction barrier.

You receive an email notification whenever a client uploads a document.

The document appears in the Documents tab highlighted in red (pending review status).

Use the approve, reject, or flag options to process the upload. See Section 6.

Rejected documents show the rejection reason in the client's portal and in your next send reminder list.

The most common cause: the user's email is not connected or is connected incorrectly.

Check that Gmail or Outlook is connected.

If Gmail appears connected but emails are still not sending: disconnect it and reconnect.

During the Gmail reconnect flow, ensure the 'Allow sending emails' checkbox is toggled on — this grants the system permission to send on the user's behalf.

Verify the client's email address is correct on the file.

Ask the client to check their spam/junk folder.

Confirm the correct sending email and signature are selected in the Send Requests module.