How to manage documents

The **Documents** tab stores client files such as a driver license or a proof of address, each with a type, a status and an optional expiration date. You create a document from the **Clients** area, then finish the record, attach a client and scan the file when you need the text off it.

### Overview

- **What it is:** **Documents** is a tab in the **Clients** area that holds an uploaded file with a **Name**, **Type**, **Status**, **Expires On** date, **Description** and **Notes**.
- **Why it matters:** Keeping paperwork on the client record means your agency can find a document, check its status and download the file without leaving the platform.
- **Who uses it:** Staff who collect client paperwork, plus clients themselves when your portal allows document uploads.
- **Expected outcomes:** Files stored against the right client, a clear pending, rejected or approved status, and an expiration date you can sort on.

### Prerequisites

- Access to the **Clients** navigation, where the **Documents** tab appears
- A file to upload, because the **Create Document** card requires both a file and a **Type**
- A client record, if you want the document attached to a client
- **Document Types** set on **Admin** > **Settings** if your agency uses its own list (leave it blank for the standard Driver License, Proof of Address, Passport, National ID and Other)

### How-To Steps

#### Step 1: Open the Documents page

1. Click **Clients** in the top navigation.
2. Click the **Documents** tab.

#### Step 2: Filter the page to a client

1. Enter at least two characters of the client name or reference in the client search box at the top of the left column.
2. Click the client in the results list.
3. Confirm the client card appears, which filters the list to that client and attaches new documents to them.

#### Step 3: Create the document

1. Click **Choose File** in the **Create Document** card and pick the file.
2. Select a **Type**.
3. Click **Create**.

#### Step 4: Complete the document record

1. Edit **Name**, which is set to the file name when the upload finishes.
2. Select a **Type** if you need to change it.
3. Enter an **Expires On** date for a document that stops being valid.
4. Select a **Status** of pending, rejected or approved.
5. Enter a **Description** and **Notes** for context.
6. Click **Save**.

#### Step 5: Attach a client to the record

1. Enter a name or reference in the client search box in the right column and click **Search**.
2. Click **Attach** next to the correct client.
3. Click **Change** to swap the attached client, or **Detach** to remove it.

#### Step 6: Scan the file for text

1. Click **Scan File** in the **Optical Character Recognition** card, which appears once the record has a file.
2. Review the fields listed under the card if the scan returns any.
3. Click **Map Fields** to copy those values onto the record, which appears only when the scan returns fields.
4. Correct the mapped values in the **Edit Document** card, including **Expires On**.
5. Click **Save**.
6. Click **Update Client** to copy the scanned first name, middle name, last name, gender and date of birth onto the attached client, which appears once a client is attached and the scan returns a first name.

#### Step 7: Find documents

1. Enter a document reference in **Search**.
2. Select a **Type** to narrow the list.
3. Select a **Creator** to see documents added by one member of staff.
4. Check **Archived** or **Trashed** to list those records instead of the active ones.
5. Click **Search**.

#### Step 8: Download, export and clean up

1. Click the document name in the list to download the file.
2. Click **PDF** to print the list, or **CSV** to export the matching records.
3. Select records with the checkboxes, click **Archive** or **Trash**, then click **Confirm**.
4. Click **Load more** to add the next page of results to the list.

### What to Expect

Clicking **Create** saves the record with a status of pending, uploads the file with a progress bar and opens the new document record. Attaching or detaching a client saves the record straight away, and choosing a file on the record uploads and saves it as soon as you pick it. **Scan File** reads the file that is already attached, so nothing is extracted until you click it, and **Map Fields** only fills the form in your browser until you click **Save**. **Expires On** is a stored date shown in the **Expires** column of the list, so plan your own follow up.

### Best Practices

- Select the client before you create the document so the new record is attached without a second step.
- Keep **Document Types** short and consistent, because the same list drives the **Type** field here and in the client portal.
- Sort the list by **Expires** to spot documents about to lapse, since no reminder is sent for that date.
- Check every value **Map Fields** brings in before you click **Save** or **Update Client**, because a scan can misread a low quality image.
- Archive documents you no longer work with instead of trashing them, then tick **Archived** when you need them back.

### Frequently Asked Questions

**Q: Which file types can I upload?**

A: **Choose File** accepts any file. Images and PDFs preview on the record, and any other file opens through **Open File** or the download button in the list.

**Q: Does the platform remind me before a document expires?**

A: No. **Expires On** stores the date and shows it in the **Expires** column, so sort or filter the list and follow up yourself.

**Q: Where do the options in the Type list come from?**

A: From **Document Types** on **Admin** > **Settings**. Leave that setting blank and you get Driver License, Proof of Address, Passport, National ID and Other, and Other is always offered.

**Q: Can clients upload their own documents?**

A: Yes, when **Allow Documents Upload** on the portal's **Documents** menu is set to **Public** or **Private**. Add addresses to **Notify on New Documents** to be emailed when one arrives.

**Q: What statuses can a document have?**

A: pending, rejected and approved. A new document starts as pending until you change it on the record.

### Troubleshooting

**Issue:** The **Optical Character Recognition** card is missing.

**Symptoms:** You open a document record and see the client card but no scan option.

**Solution:** The card only appears once the record has a file that loads. Click **Choose File** on the record, wait for the preview, then look for the card again.

**Issue:** **Map Fields** never appears after a scan.

**Symptoms:** You click **Scan File** and no fields are listed under the card.

**Solution:** The button only appears when the scan returns fields for that **Type**. Type the values into the **Edit Document** card yourself and click **Save**.

**Issue:** Searching for a document by its file name returns nothing.

**Symptoms:** **Search** returns "No results found" even though you can see the document in the list.

**Solution:** **Search** matches the document reference rather than the name. Filter by **Type** or **Creator**, or select the client in the client search box, to narrow the list instead.

### Related Articles

- [How to upload and manage client documents](/how-to-upload-and-manage-client-documents)
- [How to verify client identity documents](/how-to-verify-client-identity-documents)
- [How to manage identities](/how-to-manage-identities)
- [How to send files to clients](/how-to-send-files-to-clients)
- [How to Create Web Portals](/how-to-create-web-portals)