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 four 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.
• Every agreement you asked them to sign and they have not signed yet, named by the job.

Each row has one button. Upload opens the secure upload page. Pay opens the page that shows your bank or e-transfer details. "Sign in to review and sign" opens your customer portal's sign-in, where the agreement is read and signed. Nothing is uploaded, paid or signed on the progress page itself, and the page never offers the agreement file, so the customer always ends up on the page that was built for that job. See How do I get a customer to sign an agreement?.

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, an agreement they have already signed, and any step your team has finished or cancelled.
• An agreement to sign when your business has no portal address or your plan has no customer portal, because the button would lead nowhere.

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 adding an "Ask to sign" job with no agreement to that step in Edit journey, see How do I set up a pipeline for how my customers move through my business?. No other kind of job asks for one. A job that carries an agreement to sign shows the sign row instead, never Confirm.
4. Ask for a signature with an "Ask to sign" job in your journey.

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 switched on "Customer sees this" on the step's job, see How do I set up my 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, payments and agreements to sign 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. Sign opens that agreement's own page in the portal, where they read it, type their full name and press I agree. Signing finishes the job, and the next step of their journey opens.

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.

Signed-in customers can also download files there that the progress link never offers: files your team shared with them and copies of the agreements they signed, on their portal Documents tab. See How do I give my customers a link to sign in and see their documents?.

Who can do this

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