Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide/ Processing Multimedia Chat Businesses/ Sending an Electronic Document Link
Updated on 2023-09-20 GMT+08:00
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Sending an Electronic Document Link

Context

During the chat with a customer, you can send an electronic document link to the customer for signing.

In the OP integration deployment environment, electronic document links cannot be sent.

Prerequisites

  • The Contract Digital Signature feature has been enabled for the tenant. If the feature is not enabled, contact operations personnel to enable it.
  • The tenant has an available WhatsApp channel.
  • In the electronic document, the customer signature location has been marked with an arrow, and the electronic document must be in PDF format.

    For details, see FAQ: How Do I Insert an Arrow to an Electronic Document?

  • The agent is chatting with the customer.

Procedure

  1. Contact operations personnel to determine the size and location of the arrow and the timeout period for a single signature.

    • The arrow size is specified by the system parameter Signature location picture size. The default value is 18*22, indicating the width x height of the signature location image.
    • The arrow location is specified by the system parameter Signature image size and offset. The default value is 100*50*2*0, indicating the width x height x x-axis offset x y-axis offset of the image.
    • The timeout period for a single signature is specified by the system parameter Single signature timeout (seconds). The default value is 600.

  2. Establish a session with the customer.
  3. Select the prepared electronic document.

    1. Click above the input area. The Send Document page is displayed.
      Figure 1 Send Document page
    2. Click and select the prepared electronic document.

      Only PDF files are supported.

    3. Click Statistic to display the number of signatures to be signed.

      If there are multiple signatures, you can select mandatory signatures.

      Figure 2 Selecting mandatory signatures
    4. Click Finish. The document link is automatically saved in the text box.

      A record is automatically added on the Customer Contact History > Document Management page, and the document status is Unsigned. For details about other operations, see Managing Documents.

      If the name of the document to be uploaded is the same as that of an existing document and the existing document is valid, the document cannot be uploaded.

  4. Click Send and wait for the customer to sign.

    If the document does not expire or become invalid within the session period, the customer can sign the document. The timeout period for a document is the number of signatures in the document multiplied by the timeout period for a single signature.

    During the signing process, the agent can prompt the customer to confirm the document content, sign the document, and submit the document. A document link can be submitted for signing only once.

    After the customer submits the document, the document status changes to Signed on the Customer Contact History > Document Management page. Within 1 minute, the document preview page is automatically displayed on the agent side.

Follow-up Procedure

In the History contacts area, click the generated data to view the document status, preview, and download the document in the contact records.