How Sending Works in GetAccept

Describes sending logic, communication templates, recipient links, and engagement scoring.

May 7, 2026

Sending

Sending in GetAccept is a system, not a button. It combines three independent but connected components:

1. Communication templates control outbound messaging.

2. Recipient links control access, identity, and tracking.

3. Engagement score evaluates how engagement features are used.

Each component is owned by a different system and behaves independently.

Communication templates (messaging control)

Communication templates define the default email, SMS, and chat messages used when a document is sent.

They control:

• Email subject and body
• SMS content
• Automated chat messages
• Chat reminder timing
• Tone and formatting

When a document is sent:

• The selected template supplies all outbound messaging.
• Email and chat reminders follow the same template rules.
• Template changes only affect future sends, not already Send-outs.

This ensures consistent, branded communication across teams.

Recipient link logic (access and tracking)

Each recipient receives a unique access link when a document is sent.

The link:

• Is tied to the recipient's identity and role
• Shows only the fields and content assigned to that person
• Tracks views, time spent, and interactions
• Feeds audit logs and analytics

If a link is forwarded:

• New viewers may be asked to identify themselves
• Access follows the document's visibility rules
• Activity from additional viewers is tracked separately

This guarantees signer identity, correct field assignment, and reliable analytics.

Verification prompts and the "Identify new viewers" setting

If a recipient is asked to enter their email repeatedly while reviewing a document, this is the Identify new viewers behavior at work. The setting tracks anyone who opens a forwarded link by asking them to identify themselves before they can continue.

When the setting is active:

• New viewers are prompted to enter their email so their activity can be tracked separately.
• The prompt protects signer identity and keeps analytics accurate.

To change this behavior, an admin can toggle Identify new viewers in Document Settings. Turning it off removes the email prompt for forwarded viewers. Private mode, by contrast, prevents forwarded-link access entirely - only the original recipient can open the document.

Note: Disabling Identify new viewers reduces tracking precision. If you need to know exactly who opened a document, leave the setting on.

Sender signing options

When you send a document for signature, you choose whether the sender (you) needs to sign as well. There are three options available during document preparation:

• Sign on send - your signature is automatically applied when the document is sent.
• Sign as recipient - you sign in your turn, following the standard signing order alongside other recipients.
• Do not sign - you are excluded from the signing process entirely. Use this when only the recipients need to sign and your signature is not required on the contract.

Select the option that matches your role on the document before sending.

Adding or changing recipients after sending

After a document is sent, recipient role changes are restricted to protect the integrity of the signing workflow. Here is what is and isn't possible:

• Signers - can be added after sending.
• Viewers - can be added after sending.
• Approvers - cannot be added after sending. The approval step is part of the workflow logic locked in at send time.

Note: You cannot add Approvers to a document after it has been sent. If an approver needs to be added, create a new version of the document. Internal Approvers may be an option depending on your workflow - they review internally without appearing in the external recipient flow.

Troubleshooting: recipient cannot open the document

If a recipient says they can't open the document you sent, work through these checks:

1. Verify the recipient's email address. A typo in the email means the link was sent to the wrong inbox or bounced. Check the recipient's email in the document and resend if needed.
2. Check whether the document has expired. Expired documents cannot be opened or signed by recipients. If the document is past its expiration date, extend the expiration to make it accessible again.
3. Confirm the link wasn't forwarded. If the original recipient forwarded the link to someone else, the new viewer may be blocked or asked to identify themselves depending on your visibility rules. Private mode prevents forwarded access entirely.
4. Ask the recipient to try a different browser or device. Switching browsers or devices can help rule out local issues.
5. Check spam and junk folders. The email containing the link may have been filtered. Ask the recipient to search for the email or check filtered folders.
6. Resend the document. If none of the above resolves the issue, recall the document, verify all recipient details, and resend.

Engagement score

The engagement score appears during Prepare for sending and reflects how well engagement features are configured.

The score increases when:

• An intro video is added
• An automated chat message is enabled
• Chat reminders are active
• Identify new viewers is enabled

The score does not consider:

• Document content quality
• Visual design
• Email or SMS length
• Internal metadata

The score is a predictive indicator of engagement readiness, not document quality.