Document Requests

Step-by-step guide

How to Update Item Instructions and Manage Conversations

Edit an item's description, exchange messages with the client, and resolve a conversation without changing fulfillment.

2 min read

Instructions and conversations belong to individual request items. Use them to clarify exactly what you need without changing the rest of the request.

Edit the item's instructions

  1. Open the request's Details tab and find the item.

  2. In the Description column on a wider screen, hover over the shortened text to read it. Select the edit icon beside it.

  3. Update Description in the dialog and select Save Description, or choose Cancel to keep the current instructions.

  4. The updated instructions are visible to the client and the edit is recorded in Activity. Use a message if the client needs to know what changed.

This edits the item on this request, not its reusable master item. For an intake form, changing Description does not change the pinned questions or submitted answers. The Description column is hidden on smaller screens; use a wider view to access its table control.

Send or reply to an item conversation

  1. Select Conversation on the row, or open the request's Conversations tab and choose the item.

  2. Read the previous messages, then enter your message in the reply box.

  3. In the row's conversation dialog, select Send for a new conversation or Send Reply for an existing thread.

  4. The reply is stored with that item and the client is notified. Clients can respond from the verified portal while the request is active. Intake-form cards also have a Conversation control.

Resolve a conversation

  1. Once the question has been answered, open its conversation and select Resolve.

  2. The existing messages remain in history and the thread is marked resolved. A later new message can make the conversation outstanding again.

Resolving a conversation does not approve an upload, fulfill an intake form, or complete the request. Similarly, a chat message asking for updated answers does not make a submitted form editable: use Request changes on the intake review page for that.

For form corrections, see How to Review Intake Items and Inspect Their Audit History.

Conversation messages can appear in notification emails. Do not include passwords, verification codes, full identity numbers, or sensitive intake answers. Intake review comments use a different, link-only notification flow.

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