What are Client Requests?
The Client Requests feature streamlines your communication with plan sponsors by replacing manual email exchanges with a structured, trackable workflow. When you enable Client Requests, your clients submit requests directly through your portal, and new projects automatically appear on your dashboard. This ensures that every request - from distribution inquiries to feedback collection - is captured, assigned, and completed consistently.
Primary benefits for you:
Centralized tracking: All your client requests appear in one dashboard, so you no longer have to hunt through inboxes or fragmented conversation threads.
Structured workflow: Predefined templates guide sponsors through standardized forms, ensuring you receive all necessary information up front.
Automated project creation: Each submission automatically creates a project with tasks, notifications, and owner assignments tailored to your process.
Secure participant links: Generate single-use, time-limited links to collect sensitive participant data securely and maintain compliance.
Getting Started with Client Requests
Follow these steps to configure and use Client Requests within your workflow.
Configuring a Request Form
If you choose to use a form to collect information from your plan sponsor during a client request, the first step is to configure a form.
Navigate to Library > Forms and select New Questionnaire or Form Fill & Sign
Give your form a title, description, and set the required fields you wish to collect
Configuring a Project Template to Use Requests
Once you have your custom form created, navigate to Library > Projects and select the project template specific to the request you want your plan sponsor to be able to start. In this example, we'll use Distribution Processing.
Next, select Triggers in the middle of your project overview. Then select Add and On Request. This will open up a series of configurations for the client request. You will be able to configure the following fields:
Request Form Template - you can specify what form you want the plan sponsor to complete to launch the request project.
Project Lead - you can specify which team member you would like to lead this project.
Client Status - you can specify which clients will have this request be presented to them in the client portal
Save Completed Form to Field - if you are using a custom field to launch the request project, you can specify where you would like the completed form to be saved. This can be a custom data field.
Once these are configured, the request will be available to your plan sponsors in the client portal.
What Your Plan Sponsor Sees in the Client Portal
When your plan sponsor logs into the client portal, they will view a new card in the top right corner titled Requests.
When your plan sponsor selects the + icon, a dropdown will appear with all client request options. This will show all the project templates that you have configured to be launched via client request.
Your plan sponsor has 2 options.
The plan sponsor can select the arrow icon, which will then open a modal with a link that they can send to a participant or other party to collect information. This is useful for scenarios when a participant needs to complete information for a distribution.
Your plan sponsor can select the text of the request and launch the request themselves directly in the client portal. If a form is configured for the request, this will automatically launch.
Once the plan sponsor completes the form, the request will be submitted and the project will automatically be launched.
By following these steps, you can transform reactive, ad‑hoc email exchanges into a proactive, auditable workflow.