How to send, customize, lock, and review client questionnaires

How to send, customize, lock, and review client questionnaires

Overview

The questionnaire collects client information for the case. You can send an invitation, review answers, add comments or requested changes, and customize questions or upload requests depending on the case type and workspace settings.

Send a questionnaire invitation

1. Open Cases.
2. Select the case.
3. Open the forms or questionnaire area.
4. Click Invite.
5. The client receives an email with a secure questionnaire link.
6. The invitation status updates in the Forms tab.

What the progress percentage means

The progress percentage shows questionnaire section completion. It does not always mean every required field has usable data or that the whole case is ready to submit. Always review the answers before generating forms or running online portal autofill.

Customize questions and uploads

Use customize mode when you need to:

• Add a custom question.
• Add a custom upload request.
• Hide a question or section from the client.
• Add descriptions or instructions.
• Save a customized questionnaire for future reuse, if your workspace supports saved case-type templates.

Review Mode

Use Review Mode when you want to ask the client to revise specific answers. Add notes, request changes, and send the review. The client receives a notification with the requested changes.

Locking or limiting client edits

Client access may depend on the case status. If a case is no longer active, the client may lose access to the questionnaire. Use this carefully when you want to prevent further edits after review.

Common issues

The client did not receive the invitation

Check the email address, mail delivery records if available, and whether your branded sender/email settings are configured. You can also copy the invite link if the product exposes it in your workspace.

The questionnaire says 100%, but data is still missing

Completion percentage is not the same as submission readiness. Review each required section and any warning or validation messages.