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

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The questionnaire is the collection layer

Use a questionnaire after a case exists and your team knows what information the matter requires. It turns client-provided answers and upload requests into structured case data that staff can review, reuse in documents, and use for supported automation. It is not a substitute for professional review. A completed questionnaire can still contain missing, unclear, or conflicting information.

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Send an invitation with a clear request

1. Open the case and go to its forms or questionnaire area.
2. Confirm that the correct questionnaire and upload requests are assigned.
3. Select Invite.
4. Check the client email address and the message before sending.
5. Record the owner and follow-up date as a task when completion is time-sensitive.

The client receives a secure link to complete their assigned work. See Send Invitation for the exact staff flow and Client Portal for the client-facing experience.

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Read completion as a signal, not approval

The progress percentage shows questionnaire section completion. It does not guarantee that every required answer is usable or that the case is ready to submit. Before moving forward, review the information for:

• Required answers and expected uploads.
• Consistency between related answers.
• Dates, names, and numbers that affect forms or agreements.
• Facts that need clarification or supporting evidence.
• Changes since a previous draft, extraction, or autofill run.

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Request a correction in context

Use review mode or comments when the client needs to correct a specific answer. State what needs to change and why, then send the review request. Keep the explanation tied to the relevant question instead of asking the client to infer which answer is wrong from a general email. After the client updates the answer, review it again before marking the issue resolved. See Comments and View Questionnaire.

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Customize carefully

Customize a questionnaire when the case needs a client-specific question, upload request, instruction, or visibility change. Keep each customization connected to a real next decision or document requirement. If the same change recurs across a case type, move it into an approved reusable template rather than rebuilding it on every case. Avoid adding questions that a reviewer will not use. More fields increase client effort and make it harder for staff to detect the important gaps.

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Manage client editing deliberately

Client access can depend on the case status and assigned workflow. Keep the case active while the client must provide or correct information. Limit edits only after the team has reviewed the answers and has a clear process for handling later changes.

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Use reviewed data downstream

Questionnaire data feeds the rest of case preparation. Before generating a document, using AI assistance, or running portal autofill, follow the same sequence: collect, review, correct, then automate. See Automation & Review.

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Troubleshooting

If the client did not receive an invitation, verify the email address, invitation status, and email sender configuration before sending another one. If the questionnaire shows 100% but data is missing, inspect the required sections and validation messages instead of relying on the percentage alone.