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Responding to Requests

As a user, you may receive various requests from organizations or agents related to your applications. Axvero provides a streamlined interface to help you respond efficiently and keep your application process on track.

Communication Setup​

Email Communication

  • Welcome to sequence: Automated onboarding email series
  • Application Submissions: Confirmation of application receipt
  • Portal notifications: Application status updates via email
  • Client coordination: Agents receive client updates via email
  • Document requests: Email alerts when documents needed
  • Document notifications: Email alerts for document submissions
  • Compliance communications: Regulatory updates and requirements
  • Appointment reminders: Interview and meeting notifications
  • Payment notifications: Fee payment reminders and confirmations

Phone Communication

  • Client verification calls: Phone number used for client identity verification
  • Emergency contact: Backup communication for urgent matters
  • SMS notifications: Optional text alerts for time-sensitive updates
  • Two-factor authentication: Phone verification for secure access

Types of Requests​

  • Document Upload Requests:
    • You may be asked to upload required or optional documents. Each document request will specify whether it is mandatory or optional for your application.
  • Information Requests:
    • Organizations may request additional information or clarification about your application.
  • Action Items:
    • You may be asked to review, confirm, or update specific details in your application.

How to Respond​

1. Uploading Documents​

  • Go to the relevant application and navigate to the 'Documents' section.
  • Each requested document will be listed, indicating if it is required or optional.
  • Click 'Upload' next to the document request and select your file.
  • After uploading, you may add a comment or note for the organization if needed.

2. Sending Enquiries or Comments​

  • If you do not understand a request or need clarification, use the 'Enquiry' or 'Ask for Help' button available on the request or document.
  • You can write a message that will be sent directly to the organization or agent managing your application.
  • For document-specific questions, you can add a comment directly on the document request.

3. Adding Notes (Internal or Shared)​

  • For each document or request, you can add:
    • Internal Notes: Only visible to you, for your own reference.
    • Shared Comments: Visible to the organization/agent, used for communication or clarification.
  • Use the 'Add Note' or 'Comment' option next to each item.

4. Tracking Responses​

  • You will receive notifications when the organization responds to your enquiry or comment.
  • All communication history is available in the application or document activity log.

Best Practices​

  • Respond to required document requests promptly to avoid delays.
  • Use internal notes to keep track of your own questions or reminders.
  • Use shared comments for clear communication with the organization.
  • If you are unsure about a request, always ask for clarification rather than guessing.

Additional Aspects​

  • Task List:
    • View all outstanding requests and action items in your application dashboard.
  • Status Updates:
    • Track the status of each request (e.g., pending, completed, awaiting review).
  • Document Versioning:
    • If you need to update a document, upload a new version and add a note explaining the change.

Note: All your actions and communications are securely logged and can be referenced at any time during the application process.