Clients can be notified of their correspondence via email, where the Method on the client record is set to email, portal or noPIN.
Depending whether the practice is using the Vault or not, will determine how the document is accessed by your clients when the Method is set to email.
Vault - An email is sent to the client with a unique URL to the client Vault. When the client clicks on the link, they request an access code to see not only the document just sent, but all documents that have been sent in the past to their Vault.
No Vault - An email is sent to the client with a unique URL to the document. To access the document via the link, a unique PIN which is sent to the client's mobile at the time of processing must be used. NOTE: SMS Configuration details will have been set up at the time of implementation.
Email Notification is also used for clients where the delivery Method is set to portal or noPIN. The 2FA process is not applicable to these clients as a link to the document is not included in the email, however an email will be sent to advise the client that their document will be available on the client portal or the document will be included as a redacted attachment. To adjust the variable content of the email for portal or noPIN clients refer to Configuring the Method wording.
The email notification sent to clients may be automatic or manual as it is dictated by the individual Document profile settings.
Automatic email notification
As the name suggests, the email is automatically created based on the email template for the particular document being processed at the time of processing. If the Manually send email checkbox is unticked on the Document Profile settings and the client has a valid email address and mobile number, the email and the SMS will be automatically sent during the document processing stage.
NOTE: If the Document Profile is set to go for Approval, then upon Approval the approver types instructions for the processor, then an 'instructions' icon will be displayed on the right-hand side of the document. You will need to use your mouse to hover on the 'instructions' tag to action/update any details from the Approver prior to the email and SMS being sent to the client.
Manual email notification
Where a Document Profile has the Manually send email checkbox ticked, then user intervention is required to send the email from ATO SmartDocs to the client. Refer to the Document Profile - Configuration page for details regarding the Manually send email checkbox.
The manual sending of emails can be done in a number of ways. These include:
Sending an email within the workflow
Access the email either via the binoculars icon on the Outstanding workflow list or via the Preview Email button within the specific workflow on the Update Workflow screen. NOTE: The binoculars icon will only appear in the Update Workflow screen if the associated document has not been deleted from the ATO SmartDocs processing list.
Review the contents of the email and make any adjustments
Click the Send & Approve button at the bottom of the screen on the right-hand side.
Verify the client details. The email address and mobile are prefilled with the details for the client from the HUBDATA area.
If this has not been prefilled, you can type the details in on the Confirm Recipient Details screen. Multiple email addresses can be contained in the Email field and multiple Mobile numbers ca be contained in the Mobile field, so long as the values are separated by a comma.
To ensure these details are prefilled in the future, you should update the email and mobile details for the client in your Practice Management System, and complete a Data Refresh/Sync to update your HUBDATA.
Click Send. The email will be sent to the client, along with an SMS containing a unique PIN for them to access the document via the email. The status of the workflow will be updated to Approved and on the SmartDocs processing screen the Client Not Notified tag will now be updated to Client Notified.
NOTE: Once the email has been sent, you will not be able to resend it from within the Update workflow screen as the binoculars will no longer appear. If you need to resend an email please refer to iTools - Email.
Sending emails within ATO SmartDocs processing
You can send emails to clients from within the ATO SmartDocs processing area. This would normally be completed by an Admin staff member. The options available are: