1. Merchant Central
  2. CRM Feature Tour
  3. E-Signature

E-Signature FAQ

E-Signature Setup

Signing Agreements

E-Sign Audits

E-Sign Security

Workflow Automation

Scripting and Conditional Rules

PDF Mapping

 

E-Signature Setup [top]

How do I add multiple signers to my E-Sign app?

To enable your E-Signature application for multiple signers add a signature field and an email field for each signer in the PDF form. For example, to add two signers to your E-Sign app add the following 4 fields to the PDF form: signer1_es_:signer1:signature, signer1_es_:signer1:email, signer2_es_:signer2:signature, signer2_es_:signer2:email

 

How can I make E-Sign fields to be required?

To make fields required open the PDF form in Adobe Acrobat and make the fields required using the fields' properties popup. Required fields are shown in red color in the PDF form, and clients will not be able to submit the E-Sign app until each required field has been filled in.  

 

How can I prevent clients from making changes in the E-Sign document?

To prevent clients from making changes in the PDF form simply make the PDF form fields read-only using Adobe Acrobat. 

 

How can I enable clients to upload supporting documents on the E-Sign page?

To enable clients to upload supporting documents on the E-Sign page simply add special attachment fields in your PDF form using Adobe Acrobat. More info: Enabling Attachment Uploads In E-Signature Apps

 

Can I change the email template used to send the E-Sign app to the client?

Yes, you can update your email templates on the Email Templates page. 

 

Which email template is used to send E-Sign apps to clients?

The email template used to send E-Sign apps to clients is set in the E-Sign application settings. Navigate to Manage > Administration > Import PDFs and click the Edit button on the application you wish to view. A popup window will appear showing the application's settings including the selected Email Template. More info: Manage PDF Applications

 

Which email field is used for the primary signer?

The primary signer's email is always pulled from the lead email special (even if the signature email field is mapped to a different lead field). The email special is used as the primary email identifier for a lead in several parts of the system.

 

I can't edit the PDF file because it's locked/password protected.

Please see our article on Unlocking PDF Files.

 

Signing Agreements [top]

How do I send a document for E-Signature?

To send an E-Signature application open the E-Sign tab on your lead, select the application to send, and hit the Preview Email button. A new email is now launched that you can send directly to the client. The email contains a link to the E-Signature page where the client can review the agreement and sign it. More info: Sending Agreements for E-Signature

 

How does an E-Sign application get completed in a multi-signer scenario?

The E-Sign application is first sent to the first signer whose email address maps to the signer1_es_:signer1:email field in the PDF. At this point, the application is not available to other signers. After the first signer signs the document, the system automatically sends the application to the second signer (using the email address mapped to the signer2_es_:signer2:email field), and so on. 

 

Can I combine multiple apps into a single E-Sign package?

Yes, multiple E-Sign apps can be combined into a single E-Sign package, so that the merchant can sign all documents in a single session. More info: Combine PDF Documents For Streamlined E-Signature

 

Will the new information entered by the client in the E-Sign app be imported back to the lead?

Yes, if a merchant enters new information into blank form fields, then the information will be imported to the corresponding lead fields automatically after the application gets signed.

Also, the lead's Notes tab will show a record of the lead fields that have been automatically updated after the import.

However, if a merchant changes some of the pre-filled information in the E-Sign app then the new information will not be imported back to the lead automatically. Instead, the sales agent will receive a notification to review the new information and approve the import of new data back to the lead. 

 

Will I be notified when a signer opens the E-Sign app?

Yes, as each signer opens the document, a notification will be sent that the document was opened by that signer. This allows the sales reps to stay up-to-date about the status of multi-signer documents and follow up as necessary. 

 

Will I be notified if a client makes changes in the pre-filled fields?

These types of notifications are managed on your e-signature settings page, and there are two options available.

One is to import the modified e-sign fields back to the lead automatically, without notifying the sales rep that sent the e-sign document out.

The other is to pause the import process, and notify the sales rep about the incoming e-sign data via email and popup alert.

The sales rep will receive a link to the Conflicting Info page where they can review the changes made by the signer, and decide which information to import back to the lead.  

More info: Transferring Data From E-Signature Page To Lead

 

Can the client save changes in the E-Signature app?

Yes, any changes made by either CRM users or client signers within the e-signature URL will be automatically saved. Signers can work at their own pace and return to the document at a later point to complete it.

When the CRM users go to Preview for an e-signature file, all of the changes they make will also be automatically saved. A warning message about auto-saved changes will be displayed to CRM users when they open Preview. An option to hide the warning during future visits is also provided.

 

Can I preview the changes in the E-Sign app while it is in the process of being signed?

Yes, as signatures are completed by the signers, the latest version of the document with updated information and signatures will be displayed to CRM users when they preview the document from the E-Sign tab.

 

Can I resend the E-Signature document to the client?

Yes, you can resend the E-Signature email to the client using the Resend icon on the E-Sign tab. In case the E-Signature document requires multiple signers, only the recipients who have not executed the document will receive the email. This helps avoid confusion with signers who already did their part by signing the document. 

 

Why does the signature popup show a different person's name, and not the signer's name?

Adobe E-Sign checks the signer's email address to see if there is an Adobe account registered with that email. If there is, then Adobe pulls the name of the person from the Adobe account and shows it in the signature popup. If there isn't, then the signature popup remains blank, so that the signer can fill it in. This behavior occurs regardless of what name you saved on the lead or in the signer assignment popup window when you generated the e-sign document. Also, if Adobe fills in the signer's name on its own, it is still possible to overwrite that name with a different name if needed.

 

 

E-Sign Audits [top]

How can I see the IP address of the person who signed the E-Sign app?

To view the IP addresses of both the application sender and signer, hover your mouse over the signed document icon that is shown next to the signed document on the lead E-Sign tab.

 

Where can I find the E-Signature audit information after the document gets signed?

The E-Signature audit information is saved on the last page of the signed document. 

 

 

E-Sign Security [top]

Can I password-protect the PDF app?

Yes, the E-Sign apps can be password-protected by enabling password protection in the E-Sign application settings. The password is set as the last four digits of the Federal Tax ID number, SSN, or another secure field that you can select in the settings. When the E-Sign application is signed, a copy of the document is sent to the client by email as a password-protected PDF. More info: Secure E-Signature Applications

 

Can I password-protect the E-Signature page?

Yes, the E-Sign page can be password-protected by enabling password protection in the E-Sign application settings. The E-Signature document will be canceled if a signer enters the incorrect password in 5 consecutive attempts.  More info: Secure E-Signature Applications

 

Do E-Sign applications expire?

No, the sent E-Sign applications do not expire until they are signed or archived by the sales rep. 

 

Workflow Automation [top]

Can I change the lead's status state after the E-sign application is signed?

Yes, you can select the new status state using the Signed Lead Status in the E-Sign application settings. More info: Manage PDF Applications

 

Can I trigger new actions automatically after the E-Sign app is signed?

Yes, the CRM provides you with the option of moving the lead into a new selected status state automatically once the E-Sign app is signed. More info: Manage PDF Applications

You can then also create a Status Trigger that will initiate a new action automatically once the lead moves into the new status state. More info: Status Triggers

 

Can I import the application signature date back to lead and TurboApp?

Yes, to set this up simply add a new lead field called "Signed date" or similar, and map it to the E-Sign signature date field (eg. signer1_es_:signer1:date). 

 

Scripting and Conditional Rules [top]

Can I use javascript in the E-Sign app for validation and conditional field rules?

No, Adobe E-Sign does not support Javascript. However, you can add validation and conditional statements by using Adobe text tags. More Info: Adobe Text Tag Guide

 

Can I hide or show fields in the E-Sign app based on predefined rules?

Yes, you can show or hide fields using Adobe text tags that define the rules for when a field will be shown or hidden.

The Adobe tags use a special naming convention for the PDF form fields, which can incorporate conditional and validation statements.

For example, by naming a PDF form field as 'FederalTaxID_es_:showif(hasFedTaxID=checked)' then the field will be shown on the E-Sign page if the 'hasFedTaxID' is checked, or otherwise it will be hidden. More Info: Adobe Text Tag Guide

 

PDF Mapping [top]

Can I map PDF radio buttons and dropdowns to the lead?

Currently, the CRM does not support the mapping of PDF radio buttons or dropdowns. Only text fields and checkboxes can be mapped.  

 

Do I have to map an application again when there is a new version of the app?

No, however you will need to copy the fields from the original PDF form into the new PDF form, or otherwise the application mappings may be broken. To do this, download the PDF file from your existing E-Sign application, copy its fields into the new version of the application, and then upload the new application. More info: Copying An E-Signature App Setup To A New App

 

How do I map lead recordsets?

Recordset fields are mapped to PDF fields just like any normal lead fields. The only difference is that you will also need to select the record number for each field. For example, to map the First Name field for the 2nd owner (which is on the 2nd Owner recordset) map the First Name field normally, and then select number 2 in the Record field. More info: Mapping Recordsets

 

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