What does my customer see they still need to do?

Every customer of yours has one progress link. It used to show only what had already happened. Now it opens with the short list of things still waiting on them, so a customer who is chasing you can answer their own question and get it done in the same visit.

What is on the list

The list is called "What we still need from you" and it sits above everything else on the page. It shows three things, in this order:

• Every document request they have not finished, named by the documents you asked for.
• Every payment request they have not paid, with the amount.
• Every step you asked them to confirm and they have not confirmed yet, named by the step.

Each row has one button. Upload opens the secure upload page. Pay opens the page that shows your bank or e-transfer details. Nothing is uploaded or paid on the progress page itself, so the customer always ends up on the page that was built for that job.

This page is where the request email now lands them. Ask a customer for two documents and a payment and they get one address covering all three, rather than three emails carrying three one-use links.

Confirm is the only button that does its work on the page. Pressing it records that the customer confirmed that step, the row turns into "Confirmed", and that is the whole of it. It does not tick the job off your team's list and it does not move the customer to the next stage. Your team still finishes the job and marks it done, exactly as before.

What is not on the list

A request drops off the list the moment it stops needing the customer:

• A document request you have marked complete.
• A payment you have marked as received, or cancelled.
• A document request whose link has run out. The customer cannot use an expired link, so showing it would be a dead end. Resend it from their Files tab and it comes straight back.
• A step they have already confirmed, and any step your team has finished or cancelled.

If nothing is outstanding, the list is not there at all. The customer sees their progress and nothing else, which is the honest answer.

Where the rows come from

You do not set this list up. It builds itself from what you have already asked for:

1. Ask for documents from the customer's record, on their Files tab. See How do I ask a client for documents, and review what they send?.
2. Ask for a payment the same way, from their record. Set your bank or e-transfer details first, see How do I tell customers where to send payment?.
3. Ask for a confirmation by ticking "Ask the customer to confirm this step from their status link" on that step's job, see How do I set up a pipeline for how my customers move through my business?. It is off on every step unless you turn it on.

Anything you ask for shows up on their progress link within seconds, and disappears again when you close it off.

The rest of the page is still up to you

Below the list is the progress bar and the steps of their journey. Those steps only appear if you ticked "Show this step to the customer" on the step, see How do I set up the ready-made customer journey?. The two halves are separate: a customer with an outstanding document sees that row even if you have marked no steps visible at all.

Signed-in customers see the same list

If a customer signs into the portal instead of using their link, the documents and payments appear at the top of their portal home in the same order. The buttons take them to their own Documents and Payments tabs rather than to a secure link, because they are already signed in.

Confirming a step is the one thing the portal does not offer yet. A customer who is signed in and wants to confirm a step opens the progress link you sent them and confirms it there.

Who can do this

Nothing here is a setting, so there is nothing to switch on. Asking for documents and payments is open to anyone on your team who can open a customer's record. What the customer sees is decided entirely by what is still open on their record.