Why This Change Is Important
We are transitioning from PandaDoc to Fillout as our agreement platform.
The purpose of this change is simple: create a smoother, more connected client experience from agreement signing through to payment and platform access.
Previously, signing and payment happened across separate steps. With Fillout, clients can now:
- Review and sign their agreement
- Complete payment
- Access their client platform
All in one continuous flow.
This reduces friction, improves turnaround time, and creates a more professional onboarding experience.
Importantly, this change does not affect how agreements are created internally.
What’s Changing
We are replacing PandaDoc with Fillout for sending Buyer’s Agency and Commercial Agreements.
Fillout integrates directly with Attio, allowing client data to automatically populate the agreement before it is sent. The signing experience is cleaner, mobile-friendly, and connected directly to payment.
From the client’s perspective, the process now feels simpler and more seamless.
What Is Not Changing
The process in Attio remains exactly the same.
- Agreements are still created in Attio
- The same fields are completed
- Pricing schedules and maximum purchase price are entered as usual
- The internal workflow does not change
This is purely a change to the agreement delivery and signing platform.
Who This Applies To
- All new agreements issued after the transition date
- Existing agreements sent via PandaDoc remain valid and should continue as normal
How to Issue an Agreement
- Open the client record in Attio
- Select the relevant Product and Service in Attio
- Confirm the client details are correct
- Send the agreement using the generated Fillout link
From there:
- You will receive an email notification when the client opens the agreement
- You will receive another notification once it is signed
- The client automatically receives a PDF copy of the signed agreement
- The signed document is stored against the Attio record
- The client is redirected to payment
- After payment, the client gains access to their platform
The client journey is now linear and end to end, all within one connected flow.
How Information is Pre-Populated
When you send an agreement through Fillout, the integration with Attio automatically transfers client data to pre-fill the form. This means clients don't need to manually enter information you've already collected.
What gets pre-populated:
- Client name and contact details
- Mailing address
- Email address
- Pricing schedule and maximum purchase price
- Any other relevant fields from the Attio client record
Clients can review these pre-filled details and make corrections if needed before proceeding. Any updates they make in the form will be reflected as they move through the signing process.
This automation reduces errors, saves time, and creates a smoother experience for both your team and clients.
What will the Client see in Fillout once the agreement is created in Attio?
The client first lands on the Personal Details page.
Here they can:
- Review their mailing address
- Confirm contact information
- Add an additional contact or partner if they would like to share workspace access
If adding another contact, they can select the dropdown and enter the additional details.
Engagement Agreement Terms
After clicking “Get Started”, the client is presented with the Engagement Agreement.
All relevant information is automatically pulled from Attio, including any updates made during the previous step.
The client should review:
- Client details
- Pricing schedule
- Maximum purchase price
They can make corrections if required before proceeding.
Signing the Agreement
The client is then directed to the Sign Agreement section.
They can complete their signature by choosing to: • Draw • Type • Upload
The name of the signatory and date auto-populate.
Once complete, they proceed to final confirmation.
Clients will have the option to add a signature with the option to Draw, Type or Upload their signature.
Date and Name of Signatory will auto populate.
Confirmation Screen and PDF Access
After clicking “Kick Start Property Journey”, the client sees a confirmation screen.
From here they can:
- Click “Click here to get Started” to proceed to the payment portal
- Download a copy of their signed agreement
In addition:
- A signed PDF copy is automatically emailed to the client
- The executed agreement is stored against their Attio record
- A signed agreement PDF is emailed to the client:
Payment Portal and Next Steps
Once redirected, the client enters the payment stage.
Payment Portal
The retainer amount and client name are automatically generated.
Clients can choose:
- Credit card – processed instantly
- Bank transfer – client uploads a remittance or screenshot as proof
After submission, a short loading screen appears while their account is provisioned.
Portal Access
Once payment is submitted:
- The client is automatically provisioned
- Portal access is typically granted within approximately one minute
Bank transfers may show as pending until reconciled. However, portal access is still granted.
Invoice and Receipt
Once payment is reconciled by Operations:
- The client receives their invoice receipt
- This follows the standard bank reconciliation process
Next step in Onboarding
After portal access is granted, the client is prompted to:
- Book a Strategy Call or Brief Creation Session via Calendly
If a Strategist has already been allocated, the client can message them directly within the portal.
Visual Representation of the flow:
FAQS
Does Fillout provide auto reminders to clients or staff?
Yes. Fillout can send auto reminders to clients if an agreement hasn't been opened or signed. It also provides status updates to the agreement sender if an agreement is abandoned, opened, or in progress.
Will I still receive notifications on agreement activity?
Yes. You'll get an email each time an agreement is viewed or opened. This helps you follow up with the right nudge at the right time.
Do existing (already sent) agreements change?
No. They continue to work and will onboard clients automatically once signed. No additional action is needed.
How do I track clients onboarded but not yet paid?
Use the CRM report based on agreement status/age. This shows who's inside the portal while payment is still clearing (especially common for bank transfers). No new fields required.
What happens to agreements I've already sent?
No change - they remain valid and will onboard clients as usual once signed.
What SLAs are we aiming for?
- Payment → Portal access: ≤ 1 minute (typically ~1 min after payment submission)
- Bank transfer reconciliation: ≤ 72 hours (business days)
- First session booking: immediate self-serve via Calendly right after onboarding
Translation: Clients should be inside quickly and able to book without chasing us.
Does anything change in the CRM?
No changes in the CRM process to send an agreement - only the customer experience and platform we use to send agreements out is changing.
- Clients stay in "Awaiting Initial Payment" until funds are reconciled.
- Payments are only recorded when received (no placeholders).
- To track clients who've onboarded before funds land, use the CRM report filtered by agreement status/age (maintained by Ops).
What risks should I watch for, and how are they controlled?
- False bank-transfer uploads: Finance reconciliation will pick this up; if funds don't arrive, we pause access and contact the client.
- Duplicate agreements: Use Fillout link tracking; close superseded links.
- Wrong product/tier: Do a quick pre-send check; Ops runs spot checks too.
Goal: Keep speed and governance.
What does the client see after payment?
A short loader (account creation, typically ~1 minute), then a redirect into the portal, and a prompt to book via Calendly. It's deliberately simple and fast - no extra forms, no waiting for manual checks.
Escalation Process for Onboarding Issues
When a client or team member raises an issue during onboarding, follow this process:
1. Client Workspace issues – For issues relating to the Client Workspace (e.g. portal UI, tasks, documents, or comments), ask the client to submit it using the Feedback button in their workspace. Acknowledge receipt and record a note in the client file.
2. Non–Client Workspace issues – If the issue is not related to the Client Workspace (e.g. access problems, login issues, bugs outside the portal), immediately raise a Helpdesk ticket with all relevant details.
3. Escalation (Urgent matters only) – If the issue is urgent and has the potential to impact onboarding timelines or the client experience, clearly mark the Helpdesk ticket as Urgent and escalate to your Team Lead.
When should I escalate?
If something is delaying onboarding or hurting the client experience, mark the Helpdesk ticket Urgent and escalate to your Team Lead. It's better to over-signal than to let a client stall.
Payment not received - pause access Script
Subject: Update Regarding Your Portal AccessHi [First Name],I hope you're doing well.We're reaching out to let you know that we have not yet received your payment, and the associated invoice remains outstanding. As a result, your portal access has been temporarily paused.If you have already made a bank transfer, please reply to this email with the remittance advice so we can verify the payment and restore your access as soon as the funds clear.If you have not yet finalised payment, you can do so using the following link:[Payment Link]If you have any questions or need support with the process, please feel free to let us know.Warm regards,[Sender Name]
What if payment doesn't arrive after a bank transfer upload?
- Finance/Ops monitors inflows. If funds don't land within a reasonable window (≈ 72 hours + bank delays), they notify the agreement sender.
- The sender decides whether to keep access or pause access (use context; check notes and communication).
- If pausing, send the pause template (above) and note it in the CRM.