Websites and Funnels

Send a simple document

Send, track, and follow up on agreements, proposals, and intake forms.

Intermediate15 minWeek 8

Purpose

This SOP helps you send a document from the CRM, track whether it was viewed or signed, and follow up correctly based on the document status. It covers simple documents like agreements, proposals, and intake forms, not complex multi-party contracts or notarized documents. A document sent from the CRM keeps the record connected to the contact and the pipeline. A document sent from outside the CRM is harder to track and harder to automate.

When to Use This SOP

Sending an agreement, proposal, or intake form
Replacing outside document tools with the CRM
Adding a document step to a pipeline stage
Tracking whether a document was viewed or signed
Triggering a follow-up based on document status
Creating a one-page agreement or proposal
Creating a simple intake form

Before You Start

Do not send a document before it has been reviewed.

You should know:

What the document is for
What fields it needs
Whether it needs a signature or only a completion
What pipeline stage the document belongs to
What workflow should run when the document is sent
What workflow should run when the document is signed
What workflow should run if the document is not signed after a set time
Whether payment, onboarding, or internal review happens next
Document templates should be tested before sending to real contacts.

Step-by-Step Procedure

1
Choose the document type
Decide what the document does.
- Agreement
- Proposal
- Intake form
- Welcome packet
- Service terms
- Estimate
- Simple contract
- Information request
Do not build a complex legal document inside the CRM unless it is genuinely simple.
2
Set the document name
Use a clear, searchable name.
- Client Agreement
- Service Proposal
- Intake Form
- Welcome Packet
- Project Estimate
- Program Application
- Event Registration Form
Avoid names like Document 1 or Template. They make searching and reporting harder later.
3
Add the sender details
The document should look like it came from the business, not from a blank template.
- Business name
- Logo, if used
- Contact information
- Date
- Document version, if applicable
Do not hard-code sender details in the document body unless the document will never be reused by another team member or subaccount.
4
Review document content
Before sending, review:
- Client or contact name
- Correct service or offer name
- Correct pricing, if shown
- Correct terms
- Correct date
- Correct contact information
- No placeholder text
- No broken links
- No missing fields
- No duplicate fields
- Field labels match what the client sees
- Required fields are actually required
- Signature fields are correct if used
- Completion fields are correct if no signature is needed
A document with errors damages trust.
5
Set the document status path
A document should connect to the pipeline or workflow.
- Define what status means Sent
- Define what status means Viewed
- Define what status means Completed or Signed
- Define what status means Not completed
- Define what status means Expired, if applicable
Do not create statuses that do not match real business meaning.
6
Connect the document to a workflow
The document should trigger follow-up actions.
- Send notification when document is sent
- Send notification when document is viewed
- Send notification when document is completed
- Update pipeline stage when completed
- Apply tag when completed
- Start next workflow when completed
- Send reminder if not completed after set time
- Send internal alert if not completed
- Stop reminder when completed
A document without workflow follow-up is just an attachment.
7
Choose the sending method
Decide how the document will reach the contact.
- Manual send from the contact record
- Automated send from a workflow
- Send from a pipeline stage action
- Send from a form submission trigger
- Send from a calendar booking trigger
- Send from a chat or email link
Choose the method that matches the business process, not the one that is fastest to set up.
8
Set the reminder and follow-up rules
A document should not be forgotten after it is sent.
- Set reminder timing if not viewed
- Set reminder timing if not completed
- Set reminder count before escalation
- Define escalation path if not completed
- Define cancellation path if no longer relevant
- Stop reminders when completed
- Stop reminders when cancelled
Do not send unlimited reminders. Set a clear endpoint.
9
Send a test document
Before using the document with real contacts, test it.
Use a test contact or internal recipient.
Confirm:
- Email arrives
- Document opens
- Fields work
- Signature works, if used
- Completion works, if no signature
- Thank-you page or confirmation appears
- Internal notification sends
- Pipeline stage updates
- Tag applies
- Workflow triggers correctly
- No broken formatting
- No missing information
Do not send to real contacts until the test is clean.
10
Document the document
Create a document record note.
Include:
- Document name
- Purpose
- Type
- Fields included
- Signature or completion logic
- Pipeline stage connection
- Workflow connection
- Reminder rules
- Escalation path
- Owner
- Date tested
This makes future edits safer.

Checks Before You Finish

✓Document type is correct
✓Document name is clear
✓Sender details are correct
✓Content is reviewed
✓No placeholder text
✓Required fields are correct
✓Signature fields are correct if used
✓Status path is defined
✓Workflow is connected
✓Sending method is chosen
✓Reminder rules are set
✓Escalation path is defined
✓Test document was sent
✓Test email arrived
✓Test document opened correctly
✓Test fields worked
✓Test signature or completion worked
✓Internal notification sent
✓Pipeline updated correctly
✓Tag applied correctly
✓Document record exists

Common Mistakes

Watch for these

Sending documents outside the CRM and losing status tracking
Never following up on Viewed but not signed
No pipeline movement on Signed, so reports do not reflect reality
Hard-coding business details in every document instead of using custom values