Document
Review uploaded or requested customer documents.
Interaction type
Document interactions appear when files are uploaded, shared, or requested as part of the customer process.
They are useful for qualification, appointment preparation, offer follow-up, and customer service tasks that require attachments.
Open document interactions from Inbox or the customer timeline. Check what was uploaded or requested, whether the file belongs to a specific project or workflow, and whether the team needs to approve, download, or follow up.
Where Documents Fit
Documents often sit next to other activity. A customer may upload a file after a workflow, before a viewing, during a bid process, or after a team member asks for more information. The customer timeline is the safest place to review the full context.
Document features are available on eligible paid plans. If document upload is not enabled for a portal, document upload questions and document interactions may not appear.
Good Practice
Ask for documents only when the customer understands why they are needed. Keep workflow labels and content item descriptions specific, and check that the follow-up owner knows where the uploaded files will appear.