The agreement lifecycle
Your firm sets up each template once: its wording, the fields that fill in from the case, and where each person signs. Each agreement made from it then moves through four stages. The case’s Service Agreements tab shows the stage as a status. Agents > Retainer Agent has a tab for each one: Draft, Sent, Waiting for you, and Completed.
- Draft. On a case or lead, New agreement makes a draft from one or more templates. It fills in from the record, and you check it before sending.
- Waiting (the Sent tab). Once sent, your client gets an email with the signing link. With more than one client signer, the status shows how many have signed, for example 1 of 2 signed.
- Waiting for you. Everyone on the client side has signed. Your firm signs last.
- Completed. Everyone has signed. The signed copy is on the case. When your firm signs last, everyone who signed gets a copy by email unless your firm turned that off.
An agreement that was already sent keeps the documents it went out with. Drafts pick up template changes when you open them, so check a draft’s Fields again after you edit its template.
Set up a template once
In Settings > Templates > Service Agreements, select Add a Template and upload your Word file. The template editor opens. There you choose where each field gets its value (auto-filled from the record, typed per agreement, or a formula) and place the sign areas for the client and for your firm.
Name each template the way your firm does, such as Service Agreement or Consultation Agreement. See Letters & Agreements.
Prepare and review the agreement
On the case, open Service Agreements and select New agreement. The agreement opens as a draft in its own workspace. The Fields tab shows each value and where it came from, and lists anything still empty under To fill. Changes you make there apply to this agreement only.
Read the agreement before you send it: names, dates, fees, scope, and page layout. Templates speed up the work, but they don’t replace your review of the specific client and matter. See Automation & Review.
Send it and sign it
On the E-Sign tab, check who signs each document and where. The client signs first, then your firm. Select Send for signature, check the email, and select Send. When your client has signed, the agreement shows Waiting for you. Select Sign to add your firm’s signature, then Complete. See E-Signature for each step.
Drafts and changes
- Drafts save on their own. Before you leave, wait until the header shows Draft saved. Come back with Open on the draft’s row in the case’s Service Agreements tab, or from the Draft tab of Retainer Agent.
- Delete a draft from the workspace’s … menu with Discard draft. Its sign areas and signers are deleted. Documents it generated stay on the record.
- Change an agreement after sending. If nobody has signed yet, open it from the row’s menu, select More, then Reopen to edit. Change the documents or signers, then send it again. Every signer gets a new link. If anyone has already signed, start a New agreement with the correction instead.
- Send a document only to read. On the E-Sign tab, clear everyone’s box for that document. If nobody signs anything, the button changes to Email documents, and the request stays a draft.
Retainer Agent can also start drafts for you, for example when a lead moves to a stage, and remind people who haven’t signed. Open Agents > Retainer Agent and select Settings. Only admins can change these settings.
Common issues
A value is missing or wrong
Before you send, correct it on the Fields tab. That changes this agreement only. To fix it for future agreements too, correct the client’s record or the template. After you send, reopen it if nobody has signed yet. Otherwise start a New agreement with the correction.
A signer or email needs to change
Before you send, change it on the E-Sign tab, or correct the email in the send dialog. After you send, reopen the agreement if nobody has signed yet, make the change, and send it again. Otherwise start a New agreement.
Your client can’t find the email
Open the agreement from the row’s menu and check the email address under your client’s name. Ask them to check their spam folder, then select Remind. You can also copy their signing link with the copy button next to their name and send it another way. Anyone with the link can sign as that person, so send it only to them.
Your firm can’t sign yet
Your firm signs after everyone else. Until every client signer has finished, the firm’s signing page shows Waiting for the client.
Where to find the signed copy
On the case’s Service Agreements tab, select the download button on the completed agreement’s row. The signed copy is also in the case’s Files, in the Service Agreements folder. To download the Certificate of completion, open the agreement from the row’s menu.
An older agreement shows Generated
Agreements with a Generated badge were not sent for signature from VisaFlo, for example ones generated before e-signature requests existed. You can download them. To get one signed, start a New agreement from its template. 
