Chapter 5: Client Experience

Summary

Once a letter is sent through Aiwyn, the Primary Contact, Billing Contact(s), and any additional signatories added, receive a notification email that action is required.

Upon clicking the "Review Engagement" button from the body of the Engagement email, the user is brought to the sign in page, requesting they generate a magic link OR they are signed in automatically and routed to the letter if they have previously created a portal account.

Included in this article:

• Manual Engagements
• New Engagement Email
• Passwordless Client Login
• Signing the Engagement Letter
• Payment Parameters
• Prepayment Required
• Engagement Reminders
• Signed Engagement Emails
• Executed Engagement Certificate

Manual Engagements

The remainder of this chapter will focus on the Client experience for those letters sent to them through Aiwyn. However, as you learned in the previous chapter, you can choose to manually send and execute engagements outside of Aiwyn. Therefore, this section applies specifically to the client experience for manually sent and executed engagements and the remaining sections further below focus on the Aiwyn engagement client experience.

When an engagement is manually executed, any incomplete client tasks (e.g., enter payment method) are bypassed and the client is no longer prompted to do anything else to execute the engagement.

Instead, the following is true:

• Only Client Signatory/ies added to the Engagement in Aiwyn can View the Manually Executed Letter in their Client Portal
• A manually sent letter is only visible to a Client contact of the Engagement after the firm has manually executed the letter
• No client email notifications are sent with the Manual Engagement Execution tool
• The Engagement Partner and Engagement Manager receive email notification informing them of the executed engagement.

New Engagement Email

Once an Electronic Engagement has been sent to a Client, the Primary Contact (and any additional signatories if added) are sent an email informing them their signature is required.

The "Sender" of the email is the Engagement Manager (as selected in Engagement Details). The "Preparer" of the Letter is the Engagement Partner (as selected in Engagement Details).

Passwordless Client Login

The Passwordless Client Login feature (aka "Magic Link") is designed to simplify the client login process to the Client Portal by using a magic link sent via email.

The engagement letter request email sent to the Client Contact(s) an engagement letter, contains the one-click "review engagement" button, when selected, sends the user to the Client Portal magic link page:

Upon clicking "Request a magic sign-in link" button from the screen, they are sent an email:

They will receive a Magic Link email, requesting they click the link in the email to sign in (with no password needed).

How It Works

1. Accessing the Client Portal Directly:
   • Email Entry: Clients visit the Client Portal login page and enters their email address.
     • Magic Link Email: An email with a magic link is sent to the provided address.
     • One-Click Login: Clicking the magic link email logs the client into the portal instantly.
   • Alternative Options: Clients can opt to use the traditional email/password login if they prefer.
2. Receiving Engagement Letters:
   • Review Engagement Email: User clicks to review engagement
     • Client routed to Client Portal Login Page
     • Click to request magic link sent to their email
     • Click magic link to access portal, routed directly to the Engagement Letter
3. First-Time Users:
   • If the client does not exist in the PM system or in Aiwyn, clicking the magic link will create a new user account and contact record using their email address.
4. Security Measures:
   • One-Time Use Links: Magic links expire immediately after the first use to prevent unauthorized access.
   • Link Expiration: If a link is not used, it will expire after a certain period (exact timeframe to be confirmed but expected to be between 60 minutes to 6 days).
   • Expired Link Handling: If a client clicks an expired or already used link, they are prompted to request a new magic link via email. We prepopulate the email address, but they can modify this if required.

Security Measures

One-Time Use Links: Magic links expire immediately after the first use to prevent unauthorized access.

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  • Link Expiration: If a link is not used, it will expire after a certain period (exact timeframe to be confirmed but expected to be between 60 minutes to 6 days).
  • Expired Link Handling: If a client clicks an expired or already used link, they are prompted to request a new magic link via email. We prepopulate the email address, but they can modify this if required.

Signing the Engagement Letter

When the Engagement letter recipient selects "Review Engagement" from the body of the email they received, they are brought directly to their Aiwyn Client Portal. 

They must request a Magic Link email, and clicking the magic link sign in button from the magic link email, they are brought back to the portal signed in.

The user is brought directly to the Engagement Letter they are requested to sign.

The User can:

• Visually review letter on screen
• Download a PDF of the letter (before signature)
• Sign in the area(s) indicated
• Submit the signatures
• Agree/Disagree to the Consent Document and Sign it (if Consent Document was added)
• Download Consent document prior to signing (if Consent Document was added)

Client's view of the Engagement Letter (before signature), user can select down arrow to download PDF of the Engagement Letter

Payment Parameters

Once the signature is added to the letter by the Client Primary Contact, one of four possible workflows will occur next, depending upon the payment prompt chosen during the firm's setup of the Engagement Letter for that Client, and if a Prepayment amount was required.

Prompt for Payment Method setup from the Engagement Details screen of the Firm Portal

1. Payment Method is Optional
2. Payment Method is Required
3. No Prompt for Payment Method
4. Prepayment Required

Payment Method is Optional

If chosen by the Firm during setup of the Engagement Letter, the Engagement's chosen Billing Contact can choose to save their payment method or to skip saving their payment method at that time. 

Client Contact(s) Receive Letter:

• The chosen "Billing Contact" for the Engagement is sent an email that includes the prompt to "Provide payment method information"
• If the Billing Contact is not a signer of the Engagement Letter, their direction is to "review engagement letter" and then provide payment method information.

Example of an Engagement Letter Email sent to the Client Contact that is both the Primary Contact (must sign letter) and the Billing Contact (must save a payment method or choose to opt out).

Client Contact(s) Log into Client Portal:

• By selecting "Review Engagement" from the Engagement Letter email, the Client Contact is prompted to sign into their Client Portal or create a user account and then sign in. This is required.
• Once signed in, the Client Contact(s) must complete the actions listed for their role
• The Client Primary Contact must sign the letter (at least)
• The Client Billing Contact must review the letter and set up payment method or select to opt out

Example of the Client Portal once Client Contact has selected "Review Engagement" from email. They must create and/or sign into a Client Portal User Account in order to Review and sign the letter, as well as setup the payment method.

Example of the Client Portal once the Client Contact has signed (or reviewed) the Letter and Payment Method is Optional. The Client must choose either Bank Account, Card, or Set up later

Example of the Client Portal if the Client Contact has chosen "Set up later" from previous example.

Payment Method is Required

If chosen by the Firm during setup of the Engagement Letter, this requires the Engagement's chosen Billing Contact to save a payment method before the Engagement Letter can be completed and fully executed. The option to "set up later" is not shown, and the experience is otherwise the same as in previous example above.

No Prompt for Payment Method

If chosen by the Firm during the setup of the Engagement Letter, the Payment Information/setup screen is not shown and the Client Contact(s) must only sign and select "Complete" when viewing the Engagement Letter in their Client Portal.

Prepayment Required

If a prepayment amount is added to one or more Jobs on the Engagement Letter, the Client's Engagement Billing Contact is prompted to pay the prepayment amount for their Client during their review of the Engagement Letter in the Client Portal.

Each prepayment amount per Job and per Client is listed, and shown to the Billing Contact(s).

• If the Jobs with a Prepayment amount represent one single Client entity, the full amount is displayed as a single payable item to the Billing Contact, as shown here: 

Only Jobs from a single Client with a prepayment amount may be paid by that Client's chosen Billing Contact for that Engagement Letter. 

If the single Engagement Letter represents multiple Clients, and the Jobs added with prepayment required are from multiple Clients, a prepayment must be made for each Client, meaning multiple payments may be required until the full prepayment amount is paid by all the Clients and the letter can be considered "Executed" and complete.

Completed Prepayments

If the Job(s) with prepayment required added to the Engagement Letter are from the same single Client entity, the payment transaction for the total payment amount is visible in the Previous Payments section of the Client Portal for the Client Portal Users linked to that particular Client, alongside any other Client payment history - unless your Firm has chosen to have payment history disabled during the Implementation of your foundational Payments & Collections. 

If the Jobs with prepayments required added to the single Engagement Letter represent multiple Client entities, t

The Invoice(s) field in the Previous Payments section of the Client Portal (shown below) is the Engagement Id assigned by the system.

• If the Client Portal User is an Engagement Contact for that particular Engagement Letter, when the blue "Engagement ID" is selected by the Client Portal User, they are navigated to the Engagements tab with the Engagement Letter pulled up and able to view and download.
• If the Client Portal User is not an Engagement Contact for that particular Engagement Letter, when they select the Engagement ID they are not brought to the Engagements section and do not have ability to see or download the letter.

Engagement Reminders

Until the Engagement Letter is fully Executed by the Client Contact(s), an automated email reminder is sent once every three (3) days until the Engagement is completed in accordance with the Engagement's details and signatories adjusted during setup.

All Engagement Letters sent to the Client Contact(s) electronically, require the signature from at least the Primary Engagement Contact before possibly being considered "complete". It is the minimal requirement for all Engagement Letters.

This means all Engagement Letter Templates need to have at least one Client Signature Block placeholder variable within one of the Sections on the Letter.

This also means that until the Engagement Letter is signed by at least the Primary Contact, the engagement reminders will continue to send once every three (3) days until it is complete, or the firm admin - with the correct rights to do so - chooses to revise or delete the letter.

Engagement Reminders Candence

The exact number of days a reminder email is sent to the Engagement Client Contact(s) for Engagements can be adjusted during Implementation or after your firm is live.

Three (3) days is the default number of days for email reminders for Engagement reminders and this cadence is most often used by firms. 

Signed Engagement Emails

Once all required signatories have signed and fully executed their Engagement based on chosen payment parameters, they receive a copy of the Engagement Letter PDF via email with a link where they can view the Engagement Letter in their Client Portal.

Similarly, the Engagement Letter's assigned Engagement Partner and Manager receives a notification informing them of the executed Engagement, a PDF of the Engagement Letter is attached, and the email contains a link to view the Engagement Letter in the Firm Portal.

Example - Client Signed Engagement Email to Engagement Manager

Executed Engagement Certificate

Once all signatories have signed the Engagement, and payment parameters (if required) are met, the Engagement is considered Executed and a certificate of completion is added as the last page of the letter. The certificate includes the unique document ID, status, name, date of execution, number of pages, Firm sender, number of signatures and initials, and important Signer Events such as name of the primary contact (who signed), their IP address, and date and time stamp for when they were sent the letter, viewed the letter, and signed the letter.

Next: Chapter 6: Engagement Renewals