Confirmations of Instructions
A Confirmation of Instructions asks a customer to confirm in writing something they have asked you to do: divert a number, change an address, cease a service. They read it, optionally send back a document, and accept or decline. The evidence stays on the record.
It works like a proposal, but it is tied to the customer rather than a deal, and it produces no PDF.
What you need: the Customer Services section, the Confirmations of Instructions permission, and the Confirmations of Instructions module, which is a standalone add-on and is switched off by default.
Every confirmation carries a reference in the form CN-ABC-123.
Creating one
Section titled “Creating one”New Confirmation from the list, or New Confirmation on the customer page.
Fill in the Introduction, Instruction Details and Closing Notes as rich text. These describe what the customer is being asked to confirm, and are embedded in the email they receive.
Add Attachment uploads a supporting document, and Attach from Library picks from the shared Attachment Library in CRM Setup.
Requested Uploads asks for documents back. Describe up to three, leave a box blank to request nothing, and save.
Sending it
Section titled “Sending it”Send Confirmation emails it. Generate Confirmation Link produces a shareable link instead, for delivery through your own channel.
Send Reminder chases one still with the customer and inside its valid-until date.
Important: where you do not hold the Send Without Approval capability, sends wait in the Customer Services approvals queue and dispatch once an approver releases them. Generating a link for a draft always needs Send Without Approval, because a link cannot sit in an approval queue.
Correspondence types flagged Available For Confirmations can be chosen per confirmation, so a diversion confirmation can carry different boilerplate from an address change. Each type can name its own reminder type.
What the customer sees
Section titled “What the customer sees”The customer follows an emailed link, or finds it in MyAccount, and sees the confirmation content with any attachments and upload requests. They accept, decline, or ask a question.
A question opens an Instruction Question case in the Customer Services queue, created on their first reply, and any documents they attach appear on that thread rather than raising a separate ticket. Replies to a confirmation email land on the same case.
Acceptances record how they were made: Accepted via emailed link, Accepted in MyAccount or Recorded by operator.
Actions
Section titled “Actions”Mark Accepted
Section titled “Mark Accepted”Records an acceptance that arrived outside the portal - a signed form in the post, or a phone follow-up.
Required: Confirmed by (name).
What happens: the confirmation is accepted, with the evidence marked as operator-recorded.
Important: this needs the Accept on Customer’s Behalf capability. It works from sent or viewed only, and is allowed a short grace window past the valid-until date, so a signed form arriving a day or two late can still be recorded. The customer’s own acceptance page is strictly within the date.
Withdraw
Section titled “Withdraw”Takes the confirmation back from the customer.
Optional: a reason.
What happens: the emailed links stop serving it, and you can issue a corrected one.
Important: withdrawal is only possible while it is sent or viewed. If the customer answers first, they win the race.
The list
Section titled “The list”Filter by state - With the customer (the default), Draft, Accepted, Declined, Withdrawn, Expired or All - and by owner.
Columns are Customer, Reference, Subject, Status, Sent, Valid until and Owner. An outstanding confirmation past its valid-until date shows the date in red. Hovering an accepted status shows how it was accepted.
The menu badge counts your own confirmations still with the customer.
Confirmation Approvals
Section titled “Confirmation Approvals”Confirmation Approvals is the queue where held sends are released. It is the same page as Send Correspondence, restricted to Customer Services correspondence.
What you need: the ability to manage confirmations, plus either Approve Confirmation or Send Without Approval.
Things to know
Section titled “Things to know”- Content freezes the moment sending begins, including while an approval is pending. To change it, withdraw the confirmation and issue a new one. This is deliberate: the approver must release exactly the content they were shown.
- Attachments and upload requests freeze at the same point.
- An unanswered confirmation expires on its own Confirmation Expiry Grace Days setting, which follows the proposal grace window until you set it separately.
Field reference
Section titled “Field reference”Confirmation
Section titled “Confirmation”Customer, contact, subject and current status of this confirmation.
| Field | Description |
|---|---|
| Customer | Customer this confirmation is for |
| Primary Contact | Main contact at the customer for this confirmation |
| Reference | System-generated reference for this confirmation |
| Subject | Short description of the instruction being confirmed |
| Status | Current state of the confirmation (draft, sent, viewed, accepted, declined, withdrawn, expired) |
| Valid Until | Date until which this confirmation can be responded to |
| Correspondence Type | Correspondence type whose email template delivers this confirmation; leave blank for the standard Confirmation of Instructions email |
| Expired | When the confirmation was automatically marked expired |
Content
Section titled “Content”The instruction being confirmed and any documents requested from the customer.
| Field | Description |
|---|---|
| Introduction | Opening section shown at the top of the confirmation |
| Instruction Details | Details of the instruction the customer is asked to confirm |
| Closing Notes | Closing section shown at the end of the confirmation |
| Requested Upload 1 | Description of a document the customer is asked to upload on the confirmation page; leave blank to request nothing |
| Requested Upload 2 | Description of a second document the customer is asked to upload; leave blank to request nothing |
| Requested Upload 3 | Description of a third document the customer is asked to upload; leave blank to request nothing |
Delivery
Section titled “Delivery”How and when the confirmation was sent to the customer.
| Field | Description |
|---|---|
| Correspondence | Correspondence record for the emailed confirmation |
| Sent By | User who sent the confirmation to the customer |
| Sent | When the confirmation was sent to the customer |
| Viewed | When the customer first opened the confirmation |
| Reminder Sent | When an expiry reminder was last automatically sent to the customer |
Acceptance
Section titled “Acceptance”Customer response and acceptance evidence.
| Field | Description |
|---|---|
| Acceptance Method | How the confirmation was accepted (e.g. email magic-link) |
| Accepted By (Contact) | Customer contact who accepted the confirmation |
| Accepted By (Email) | Email address the confirmation was accepted from |
| Accepted By (Name) | Name entered by the person who accepted the confirmation |
| Accepted | When the confirmation was accepted |
| Accepted IP | IP address the confirmation was accepted from |
| Accepted User Agent | Browser user agent recorded at acceptance |
| Authorised Confirmation | Whether the person accepting confirmed they were authorised to accept on behalf of the company |
| Accepted For (Company) | Company name shown in the authority confirmation at acceptance |
| Decline Reason | Reason the customer gave for declining the confirmation |
| Declined By (Contact) | Customer contact who declined the confirmation |
| Declined By (Email) | Email address the confirmation was declined from |
| Declined | When the confirmation was declined |
| Declined IP | IP address the confirmation was declined from |
| Declined User Agent | Browser user agent recorded at decline |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Created By | User who created this confirmation |
| Created | When this confirmation was created |
| Last Modified | Timestamp of the most recent modification to this confirmation |
| Last Updated By | User who last updated this confirmation |