Capture Feedback and Automate Follow-Ups with the Decline Documents Feature

When a client decides not to move forward with a proposal or agreement, the Decline Documents feature in your CRM provides a structured way to capture their feedback. This action updates the document's status and can trigger automated follow-up processes, ensuring no opportunity for re-engagement is lost. This guide explains how clients decline documents, how your team can record a decline, and how to leverage this information for automation and tracking.

Understanding the Decline Documents Feature

This feature is used with documents created and shared via the Documents & Contracts tool. Instead of a document remaining in an unsigned state, the recipient can formally decline it by selecting a predefined reason or providing their own notes. Users within your business can also manually mark a document as declined to accurately reflect an outcome communicated outside the platform. Once declined, the document's status changes to "Declined" and it is automatically moved to the Archived section, preserving a complete record of the action, including who declined it, when, and why.

Benefits of Using the Decline Feature

• Structured Feedback: Capture clear, actionable reasons for a client's decision.
• Automated Workflows: Trigger notifications, tasks, or email sequences automatically when a document is declined.
• Accurate Record Keeping: Maintain a clean pipeline by archiving declined documents with a full history.
• Personalized Follow-Up: Use the specific decline reason in automated communications to tailor your response.

How a Recipient Declines a Document

When a recipient receives a document link, they can decline it directly from the viewing interface.

1. Open the shared document link.
2. Click the "Decline Document" option, typically located in the top-right menu.
3. Select a predefined reason from the list or enter a custom note.
4. Submit the decline action.

How a Business User Marks a Document as Declined

If a client informs you of their decision via phone or email, you can manually record the outcome.

1. Navigate to Documents & Contracts in your CRM.
2. Locate the relevant document, which will be listed under "Waiting for others."
3. Click the three-dot menu associated with the document.
4. Select Mark as Declined.
5. Specify a reason or add custom notes for the record.

Setting Up Automations for Declined Documents

You can automate actions in response to a document being declined by creating a workflow.

1. Go to the Workflows section of your CRM.
2. Create a new workflow and set the trigger to: Documents & Contracts → Status → Declined.
3. Define the subsequent actions, such as sending an internal notification, creating a follow-up task for a team member, or starting an email sequence to re-engage the client.

Using Decline Reasons in Email Templates

To personalize follow-up communications, you can insert the decline reason directly into an email template.

1. In the Email Builder, open or create a new template.
2. Click the Custom Values dropdown menu.
3. Navigate to the Documents & Contracts section.
4. Select Document Decline Reasons to insert the predefined reason chosen by the recipient.
5. Select Document Decline Reason Body to insert any custom notes they provided.

Tracking and Viewing Declined Documents

All declined documents are moved to the Archived section for historical tracking.

1. Navigate to Documents & Contracts and select the Archived tab.
2. Find the document you wish to review.
3. Click the three-dot menu next to the document and select View History.
4. The history panel will display the details of the decline action, including the date, the user who declined it, and the reason provided.

Frequently Asked Questions

Q: What exactly happens when a document is declined?
A: The document's status is updated to "Declined," it is moved to the Archived section, and a detailed log of the action is created.

Q: Can a recipient leave a custom note when declining?
A: Yes, they can either select a predefined reason or type in their own custom feedback.

Q: How can I see the history of a declined document?
A: Go to Documents & Contracts > Archived, locate the document, and click its three-dot menu to select "View History."

Q: Can I create an automation that runs when a document is declined?
A: Absolutely. In Workflows, set a trigger for "Documents & Contracts" with a status of "Declined" to start your automation.

Q: Can my team mark a document as declined?
A: Yes, business users can manually mark a document as declined to keep records accurate.

Q: How do the email custom values for decline reasons work?
A: The placeholder {{Document Decline Reasons}} inserts the selected reason, and {{Document Decline Reasons Body}} inserts any custom notes into your email template.