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Client Experience

This guide describes what a client sees and does in AMS, from receiving an invitation to tracking their application.

Step 1: Accept the invitation​

A client receives an email invitation from the organization.

  1. Click the link in the email
  2. Create an AMS account (or sign in if they already have one)
  3. The client is now linked to the organization's clients list with status ACTIVE

Step 2: Set up a public profile​

After signing in, the client goes to Shared → Profile (in the org workspace sidebar):

  1. Click New Profile
  2. Fill in personal details:
    • First name, last name
    • Date of birth
    • Phone number
    • Email
    • Bio
    • Addresses (with type: PRIMARY, BILLING, POSTAL, OTHER)
  3. Share the profile with the organization using the sharing toggle
Why share a profile?

The public profile is the client's data card used by the organization during underwriting. It contains the personal information (name, DOB, address) needed to process an application. Sharing is explicit and consent-based — the client controls it.

A client can have multiple public profiles and share different ones with different organizations.

Staff can also create a profile on behalf of the client if needed.

Step 3: Track applications​

Once added as an applicant on an application, the client can see it in their Applications list.

On the application, clients can see:

  • Application status (the external name of the current status)
  • Document slots and their status
  • EXTERNAL comments only — internal staff comments are never visible to clients

Step 4: Submit documents​

On the application → Documents tab:

  • See required and optional document slots
  • Upload files to each slot
  • Download admin-provided template files (e.g. standard forms) if available

Each slot progresses: PENDING → UPLOADED → (APPROVED or REJECTED or NOT_APPLICABLE)

If a document is rejected, the client sees the rejection note and can re-upload.

Step 5: Respond to comments​

On the application → Messages tab:

  • Clients see all EXTERNAL comments (application-level and document-level)
  • Clients can reply to external comments
  • Internal comments are completely hidden from clients

Clients receive notifications when staff add external comments or when documents change status.

See Domain Reference: Client Profiles for the full PublicUserProfile model and sharing mechanics.