Reviewing a submission

A submission is what a client sends back. Reviewing it means reading the answers, checking each document, and deciding whether you have what you need. Cartenda keeps your verdict on each document, so you can see what is settled and ask for only what is missing.

Open a submission#

In the sidebar, open Requests. Anything a client has sent and your firm has not finished is under Needs you. Click a row to open it. You can also reach every request made with one form, and every reply to it, from that form's Requests tab.

A request and what came back from it share one page, at one address. The same page shows what you asked for and what happened before anything came back, so it never moves when the client replies, and a link to it from an email or a bookmark keeps working.

Every member of your workspace can read submissions and review them.

What the page shows#

At the top, the client's name leads to their page, with the client group they were asked on behalf of, and the form that asked. Beside them is where the request stands and whose move it is. A row of dates says when it was sent, opened, returned, reviewed and done, and how often the client was reminded.

Then, from the top:

• What's different this time. What this reply changed, confirmed and left open, compared with what the request had to establish and what you had on file. See below.
• Summary. A few sentences on what arrived and what is missing, written when documents are read. Needs a look lists anything worth checking before you rely on it. Once the submission is complete, that list is folded under Raised before this was completed. See AI summaries and document reading.
• Signed by, if the form asks for a signature. It shows the statement they agreed to, when they signed and how their identity was confirmed. See Collecting signatures.
• Answers. Every question and answer. To keep an answer the form doesn't already keep on the client, press Keep on client beside it; see Client fields. To paste one somewhere else, press the copy icon beside it (a question left blank has none), or press Copy all to take every question with its answer. Social Security and account numbers are masked, and are copied masked until you reveal them. Owners and admins can press Reveal to see a full number, after confirming their password, and each reveal is recorded. To file the full numbers, choose Actions → Summary PDF with full numbers, which asks the same of you and records each number it shows. If the form was in Spanish, the questions and answers are shown in English, marked "Translated from Spanish". Press Show original to read what the client was asked and wrote, and Show English to switch back. This browser remembers your choice. On a request several people answered, Answered by names who gave the answers below it, and a section every person answered for themselves is shown once under each of their names. Each person's part can be read as soon as they send it, under their name, before the whole reply is in; reviewing it, exporting it and sending it back wait for the last part. The Documents card names what each document was sent for in English too. The translation is made by AI when the reply arrives, so check any answer you rely on against the original.
• Client profile. Facts from this reply that would update the client's record, such as a date of birth, and anything the client corrected under Your details, including their name, email address or cell phone number. Nothing changes until you tick what to keep and press Update profile. A corrected cell phone number has not agreed to texts yet, so accepting one turns texting off for that client until you ask again, unless the client agreed to texts for the new number on their form. Then texts start once you accept it. If a corrected email address already belongs to another client, the line says whose it is and can't be ticked: open that client's record to decide whether they're the same person. Requests you already sent keep the details they were sent with. If the reply names a spouse or partner who is not in the client's group, the page offers to add them. It adds them in one click when the reply gives their email address or phone number, and otherwise sends you to the client group's page.
• What you asked for. The checklist from the request, with each item's status: Received, Still needed, Left blank (optional), Not needed, Client cannot provide or Does not apply. An optional question your client left blank is not counted as still needed. A number beside an item says how many comments are about it; click it to read them. The ⋯ menu on an item holds Not needed, Ask for it anyway and Put back on the list.
• Conversation. Everything you and your client have said about the request. See below.
• Documents. Each file, with View and Download, and what reading it found.
• How this looked to your client. The exact version of the form they filled in, in the language they read it in. Where the form was in two languages, switch between them above it.
• The record. Everything decided about this request, by whom, when, and why. It stays after the documents are deleted under your retention setting.

Documents are scanned for malware before anyone can open them. A document still being checked says so. A document found to contain malware is deleted and cannot be opened. Where nothing scanned a document, because it went straight to your own storage or no scanner is set up, the submission says so and the document is marked as not scanned, so that nothing you were not told about is ever taken for safe.

Accept or ask again for each document#

Under each document:

1. Press Accept if it is what you needed.
2. Or press Ask for it again, write What is wrong with it?, and confirm. Write the reason for your client, because it is included in the message they receive, for example "The second page is missing."

Either choice can be undone with Undo. A document you have not judged still counts as received. Marking one to ask for again puts its item back on the checklist as Still needed.

Asking for it again only marks it. Nothing is sent to your client until you press the button above the checklist, which reads Ask for 2 more or however many items are still needed. See Sending back for changes.

For a reply that came through an open link, the button reads Not usable instead, because there is no link to send it back through.

Once you accept a document from a request filed under a client group, you can press Add to vault to keep a copy in that client group's vault, where the people you allow can open it. The copy stays until you remove it, even after the request's documents are deleted. The document then reads In the vault. See Client vaults.

What's different this time#

This card is checked by fixed rules against what you had on file and what the request had to establish. It is not the AI's opinion. Each line says where Cartenda got it: the document it was read from, the answer the client gave, or the profile entry it was compared with, and when that entry was recorded.

• Needs attention. Anything that needs a person before the reply is ready. For example, an account on file that nothing in this reply accounts for, an account nobody had on file, or an answer a document disagrees with.
• Changed. Facts the client's answers changed, shown with the old value crossed out.
• Accounts accounted for. Each account on file that a statement, or the client saying it has closed, accounts for. Where a statement arrived, it shows last year's value beside this year's.
• Confirmed as before. Facts the client left as they were.
• Decided. What someone at your firm decided, who decided it, and why.

Each item under Needs attention has the choices that fit it:

• Keep their answer or Use the document, where the two disagree.
• Accept, where a document will do as it is.
• Same account, where two accounts may be one.
• Noted, for an account nobody had on file. To add it to their record, tick it under Client profile.
• Not needed, when it does not matter this time. You are asked to say why, and whether the check was right. Choose It's right, but not needed this time when Cartenda was right but it does not matter now, or Cartenda got this wrong when the check itself was mistaken. For example, choose the second when the statement was there all along.

Where an item has no Not needed, a small Cartenda got this wrong link does the same. Telling Cartenda it got something wrong settles the item like any other decision, and helps us make the checks better.

A decision stands until what it was about changes. If the client sends a different statement, or lists the account again, the item comes back.

When a statement is missing or too old, Ask for 2 more includes it in the same message as anything else still needed. The client is asked for a recent statement, or to say that the account has closed.

Ask about this reply#

Press Ask about this reply at the top of the page to ask about the reply in plain words. For example, why it is not ready, what changed since last time, or what a document says. The assistant answers only from what this page shows you, and says what its answer rests on.

It changes nothing. Press Draft a note asking for what is missing, or ask in your own words, and it writes one. Press Use in Ask for more to open Ask for more with the note already in the message, and edit it before you send. Where there is nothing to ask the client for, the button copies the note instead. Accepting, marking Not needed, and sending all stay your own buttons. Nothing you ask it is kept.

The conversation#

Everything said about a request is in one place, the Conversation card, below the reply and the checklist. On a wide screen the reply is on the left, with the documents straight after the answers, and the checklist is on the right. Write in the box at the bottom. The box starts with "Reply or add a note".

• Type # to name an item. The first item you name sets About, which says what the message is about. Your client reads a message about an item next to that item on their form. Choose Whole request under About for a message about the request as a whole, which your client reads at the top of their form.
• Tick Keep this internal for a note only your firm sees. Otherwise your client is emailed. The line under the box always says who will read it. If their link no longer opens the form, the email says why: they already sent it, you canceled the request, or the link expired. When it expired, the email offers them a new link.
• Type @ to mention a colleague. They're emailed with your words, internal or not, and it shows under Mentions in the sidebar until they open the request.
• Press Send, or press ⌘ Enter on a Mac or Ctrl Enter on Windows.

Each conversation shows the item it's about above it. Click the number beside an item in the checklist to see only what was said about that item, and Show all to see everything again.

To answer a comment, press Reply under it. Your reply sits under that comment, one level deep, and is read by whoever reads it: a reply to an internal note stays internal, and a reply to something your client can see is emailed to them too. If a colleague wrote the comment, they're emailed and the reply shows under their Mentions. Your client can reply under anything you shared with them, and whoever wrote it is told. Press the arrow beside a comment to fold its conversation down to one line.

Your client can also tell you that the form is not working for them. That note appears in the conversation marked Problem with the form, and you're emailed about it. See Getting help.

While the request is with your client after Ask for more, the conversation is read-only until they send it back.

Move it along#

Use the Actions menu at the top:

• Mark reviewed. You have checked it. It shows as In review, and the client's request stays open. A submission in review also has Mark complete beside Actions.
• Mark complete. Nothing more is needed. The client's request closes and reminders stop. If you marked a document to ask for again but have not asked, Cartenda warns you first. Complete anyway goes ahead.
• Undo review moves it back.
• Add a note to the record attaches your reason to whichever of these you choose next.

While a submission is back with the client, you can only mark it complete.

Delete a submission#

Owners and admins will find Delete permanently at the foot of the page. It is for a submission that should never have been sent, or one a client asked you to destroy. Everything goes except the record that you deleted it. If a document can't be deleted from storage, nothing is deleted and the page says so; try again in a few minutes.

Deleting cannot be undone. Check your firm's record-keeping policy first. See Retention and your books and records.