Collect documents from customers

Instead of collecting attachments from email replies, send the customer a personal upload link. They see a short checklist, upload each document from their phone or computer, and the files land on the deal, sorted by document.

#Choose the documents

Owner and Company admin set the list per pipeline.

1. Open Company admin → Sales & integrations → Pipelines, open the pipeline and choose the Documents tab.
2. Select + Add document for each document. Pick one of the common documents (type to filter; a pipeline made from a template shows that template's documents first), or select Add custom document for anything not listed. A common document is added in the company language with a short description, Required on and suitable file types; every field stays editable. Documents already in the list are marked Added.
3. Under Accepted, choose the file types: PDF, JPG and PNG. A photo, for example, can accept only JPG and PNG.
4. Drag the rows, or use the arrows, to set the order, then select Save.

Each row is one upload section on the customer's page, in the same order. The Education template starts with four required documents: ID card or passport, previous diploma, transcript of records and passport photo. Other templates start with an empty list.

#Send the upload link

Every deal has its own link. In a message on the pipeline's Messages tab, use {{documentUploadLink}} for the link and {{documentList}} for the list of documents. In the Education template, the Application email and its chat version already use both and show an Upload your documents button. Customers can still reply to the email with the documents attached.

{{documentList}} always lists every document. Documents this customer already sent are ticked, for example ✓ Transcript of records — received, with a short line saying the ticked ones have arrived and the rest are still needed. Chat messages get the same list as plain text.

To name the documents inside a sentence, use {{documentNames}}. It writes the documents still to send, joined the way your language joins a list, for example please send us: ID document and Transcript of records. Both tokens follow the Documents tab, so the message always matches the upload page. When a message has the link but types the documents itself, the Documents and Messages tabs show a hint. Dromix never rewrites a message you wrote.

The upload page tells customers how else they can send the documents, depending on how the link reached them: reply to our email for an email, send them in our WhatsApp chat (or Instagram, Messenger) for a chat message. A link copied by hand shows neither line.

To send the link yourself, open the deal, choose the Documents tab and select Copy link under Customer documents.

#What the customer sees

The page shows your logo or company name, the customer's first name and the checklist. Each document shows its status: Pending, Uploaded, Approved or Needs re-upload with your note. The customer can add several files to one document, for example the front and back of an ID card. The page works on phones and is available in English, Turkish, German, Russian and Polish.

The page shows only this deal's checklist and the customer's own file names. Files go over a secure connection and are stored privately with the deal.

#Review the documents

Open the deal and choose the Documents tab. Under Customer documents, the files are grouped under the document names, with the number of required documents received.

• Select Approve when a document is fine. The customer can no longer replace it.
• Select Ask to re-upload, write a short note (for example The scan is blurry) and select Send. The customer gets an email with your note and the upload link, and the document shows Needs re-upload on their page. Earlier files stay on the deal under earlier files.

Each upload adds an entry to the deal's timeline, such as Sophie Evans uploaded Transcript of records, and the deal owner gets a notification.

#Automations

• Rules that send {{documentList}} or {{documentUploadLink}} (document reminders) keep running until every required document is received or the deal leaves the stage. A reply or an upload of only some documents does not end them, and each reminder shows what is still missing. A document request is not sent when everything required is already in.
• Other rules with Stop when the customer replies end on an upload, because it counts as a reply.
• When every required document is uploaded, the trigger All required documents received starts. Optional documents do not count. After a re-upload request it can start again.
• The Education template has two rules on this trigger: a Review the uploaded documents task for the owner (on) and moving the deal to Enrolment contract sent (off, turn it on on the Automations tab if you want it).

See Pipeline rules.

#Link, limits and security

• A link is valid for 30 days. Select New link to make a new one; the old link stops working. Select Revoke to stop the link without a new one. Rules that send {{documentUploadLink}} renew an expired link, but never a revoked one.
• Files can be up to 10 MB each. Dromix checks the real file type from its content, not from the file name.
• Too many uploads in a short time from one link or one network are paused for a few minutes.