> ## Documentation Index > Fetch the complete documentation index at: https://help.pragmachartered.com/llms.txt > Use this file to discover all available pages before exploring further. # Request documents from clients > Message a client, send an individual request or a campaign, then track open requests, reminders and the files that arrive. ![Document requests page highlighting New campaign and the requests list](https://help.pragmachartered.com/images/clients/requests.png) An **Owner**, or a **Manager** or **Preparer** assigned to the client, can message clients and send document requests. A **Connector admin** sees **Your role does not include messaging clients or requesting documents.** A request records a checklist for one client; a campaign creates a separate request for each reachable client. WhatsApp delivery and portal visibility are not the same thing: a request can exist, and show on the client's portal, even when its message was not sent. For what the client sees, see [Document requests on the portal](https://help.pragmachartered.com/portal/document-requests.md). ## Send a request **1. Start one request or a campaign** For one client, open **Clients → \[client] → Overview → Messages**, switch to **Document requests** and select **New request**. For several clients, open **Document requests** in the sidebar and select **New campaign**. Recipients come from the client's profile phone, its **Contacts**, its bound WhatsApp senders and its portal seats; you cannot type an arbitrary number into the request form. Add a missing person under **Overview → Profile → Contacts** first (see [Manage clients](https://help.pragmachartered.com/clients/manage-clients.md)). **2. Enter the individual request** In **New document request**, complete the following: | Field | What to enter | | - | - | | **Title** | Required, 1–120 characters after trimming. Write what the client sees first, for example `September 2026 GST documents`. | | **Due date** | Required calendar date, today or later in India time; initially seven days from today. Automatic reminders, when enabled, start a set number of days before this date (two by default). | | **Checklist → Item** | At least one nonblank item, at most **30**. Name the requested file, for example `Bank statement`; each item label is 1–120 characters. **Add item** adds another line; the remove icon deletes one. Do not repeat the same item and period. | | **Kind** | Choose **Other document** (default, kept as evidence rather than read as an invoice), **Purchase invoices** (uploads go to review as purchases), or **Sales invoices** (uploads go to review as sales). | | **Period** | Optional. Use `2026-09` for a month, `2026-Q2` for a financial-year quarter, `FY2026` for a financial year, or leave blank. An invalid period disables sending. | | **Send to** | Tick reachable client contacts. The initial selection is the profile's contact phone; failing that, the people in **Contacts**, then bound WhatsApp senders, then portal-seat holders. An opted-out number cannot be selected. If a portal seat exists, you can clear every **Send to** box to publish the request on the portal only. | | **Note to the client** | Optional, up to **500 characters**; appears above the instructions for sending files. | Choose **Save, send later** to record an open request without sending it, or **Send request** to record and send it now. If the client has no contact number and no portal seat, nobody can be told about the request; add a contact first. If WhatsApp is disconnected or outbound messaging suspended, the request is still recorded and shown on the portal, but delivery shows **Not sent**; fix the connection, then use **Send request** or **Send again** from the request details. If an open request already asks for an overlapping item, the **Already requested?** dialog requires explicit **Create anyway** confirmation. **3. Fill the campaign editor and inspect the preview** **New campaign** has **Title** (required, 1–120 characters), **Due date** (today or later, default seven days ahead), and **Note to clients** (optional, up to 500 characters). Its **Checklist** uses the same **Item**, **Kind**, and optional **Period** rules as above, but allows **1–10 items**. Under **Clients**, choose **All my active clients**, **Monthly GST filers**, **Quarterly (QRMP) filers**, **Assigned to a colleague** (then choose **Colleague**), or **Chosen clients** (then choose **Clients**). GST groups use each client's profile filing frequency. Check **Who gets it** before selecting **Send to N clients**. It lists reachable clients, skipped clients and reasons, and any **Already asked** overlap. A campaign covers at most **200** selected clients; narrow the selection if the preview says it is too large. The send button requires a title, at least one valid item, and at least one reachable client. When duplicates are detected, the **Duplicate campaign?** dialog requires **Create anyway** to proceed. Each reachable client receives its own request; sends are queued about ten seconds apart, so do not mistake an immediately queued message for confirmed delivery. Skipped clients appear on the campaign record as **Skipped — no contact number** or **Skipped — every number opted out**. If WhatsApp is not connected, messages are marked not sent and need sending again after the connection is restored. ## Track requests across clients Open **Document requests** in the sidebar. The **Automatic chase** badge beside the title shows the firm's chase mode and, when it is running, its cadence, for example `Automatic chase: Autopilot · from 2 days before due · at most 3, 3 days apart`. **Manual** shows **reminders off**; **paused — WhatsApp not connected** means no reminder can go out until the firm's number is linked again under **Settings → WhatsApp intake** (see [Receive bills on WhatsApp](https://help.pragmachartered.com/invoices/whatsapp-intake.md)). An **Owner** sees **Change automatic chase**, which opens **Settings → Autopilot** (see [Automation](https://help.pragmachartered.com/firm/automation.md)). On the **Requests** tab: | Control or column | What it does | | - | - | | **Status** | **Open** (default), **Complete** or **Cancelled**. Changing it reloads the list. | | **Search loaded requests**, **Client**, **Due**, **Assignee** | Narrow the requests already loaded by title or client name; by one client; by **Overdue**, **Next 7 days** or **Later**; or by a colleague assigned to the client, or **Unassigned**. While **Filters apply to the requests loaded** is shown, select **Load more** to include older requests. | | **Client**, **Request** | Whose request it is and its title. | | **Received** | Items received or waived out of the total, for example `2 / 3`. | | **Due** | The due date, in red once an open request is overdue. | | **Sent** | When it was last sent, **Queued** or **Not sent**, followed by the number of reminders, for example `· 2 reminders`. | | **Status** | **Open**, **Complete** or **Cancelled**. | The **Campaigns** tab lists each campaign with how its clients were chosen, **Due**, **Clients** (`N of M complete`, plus how many were skipped), **Items missing** and **Created**. Select a campaign to see its requests and skipped clients, and select a request to open it. ## Work one request **1. Open the request** Select it on **Document requests**, on the client's **Messages → Document requests** tab, or from a request entry in the client's conversation. The panel shows **Status**, **Received**, **Sent**, **Reminders**, **Created by**, **Recipients** (or **Portal only**), the **Checklist** and its **History**, including each message's WhatsApp delivery. **2. Record what arrived** Checklist items show **Requested**, **Received** or **Waived**. Use an item's actions menu to **Upload a file…** on the client's behalf (PDF, JPEG or PNG, up to 20 at a time, 19 MB each), **Link a received file…** that already arrived on WhatsApp or by upload, **Mark received…** without a file, **Waive…** an item the client no longer needs to send, or **Reopen** an item. A request is complete once every item is received or waived. **3. Edit, resend or remind** On an open request, select **Edit** to change the title, due date, recipients and note in **Edit request**, remove items not yet received, or use **Add item**; then select **Save changes**. If the checklist changed after it was sent, the panel says so: select **Send again** so the client sees the current list. **Send request** sends one that was saved for later; **Send again** also appears when a delivery failed; **Remind now** sends a reminder for outstanding items. Check the delivery status and error in **History** before resending. **4. Cancel or reopen** Select **Cancel request** and confirm to stop it; it is no longer chased. Select **Reopen request** on a cancelled request to open it again. An archived client's requests are read-only. ## Message a client and see its files ![Client Overview Messages tab with the conversation thread and its actions](https://help.pragmachartered.com/images/clients/client-messages.png) **Clients → \[client] → Overview → Messages → Conversation** merges everything about this client in one thread: WhatsApp messages and files it sent (**From client**), automatic messages such as receipt acknowledgements and reminders (**Automatic**), messages your team sent (**Message**), internal notes (**Note**) and request events (**Request**). Columns are **When**, **Type**, **Entry**, **Handled by** and **WhatsApp** delivery. Use **Search the thread** and the **Type** filter, and **Load older** for earlier entries (up to the latest 200). **1. Add an internal note** Select **Add note**, type the **Note** (up to 2,000 characters) and select **Add note**. A note is visible to the practice only and is never sent. **2. Send a WhatsApp message** Select **Send WhatsApp**, tick the recipients under **To** (the profile's contact phone is ticked by default; opted-out numbers show **Opted out — cannot be messaged**), type the **Message** (up to 1,000 characters) and select **Send**. It goes from the firm's WhatsApp number, signed with your name. If the client has no contact number, add one on the **Profile** tab or bind its sender on the **Intake** tab. **3. Check delivery** Select an entry to see who handled it and, under **Delivery**, each recipient's status: **Queued**, **Sent**, **Failed** or **Not sent**, with the reason. For your own message, **Send again to those it missed** resends to the recipients it did not reach. A warning above the thread means the firm's WhatsApp number is not connected or outbound WhatsApp is suspended; messages are recorded as not sent until that is fixed. **Overview → Documents** lists every file that answered one of this client's requests, newest first: **Received**, **File**, **Answered** (the request and item; select the request title to open it), **Source** (**Upload** or **WhatsApp**) and **Review**. **Evidence only** means the file was kept as evidence and not read as an invoice; otherwise the review status links to the invoice's review page. A file name opens the file once its malware scan is clean; **Scanning…** means wait, **Scan failed** offers **Scan again**, and **Flagged by malware scan** means ask the client for a fresh copy. Use **Search file or request** and **Load more** for older files. ## When something is refused * **There is nobody to send this to: choose at least one WhatsApp contact, or give the client a portal seat.** * **That number is not one of this client's contacts. Choose the contact phone on the profile, a person in the contact book, a bound WhatsApp sender or a portal seat.**: choose a listed contact instead. * **The due date \[date] has already passed. Choose today or a later date.** * **This request has not been sent yet, so there is nothing to remind the client of. Send it first.** * **Every item on this request is already received or waived, so there is nothing to ask for.** * **A received item cannot be removed — the file that answered it would lose its link. Reopen the item first, then remove it.** * **This request is already complete. Reopen an item if something is still missing.** / **This request was cancelled. Reopen it first.** * **Every recipient already has this message, or it is still on its way, so there is nothing to send again.** * **This client is archived, so nothing new can be sent or recorded for it. Its history stays readable; restore the client to work on it again.** * **None of the N matching clients can be messaged — each has no contact number or every number has opted out. Add a contact phone on the client's profile first.** (campaign): add a contact phone on those clients' profiles. > [card] Still stuck? > > [Open a case](https://app.pragmachartered.com/support) from **Help & support** in Pragma, or [book a walkthrough](https://help.pragmachartered.com/support/book-a-walkthrough.md) and the team will show you around on a call. Can't sign in? [Contact support](https://app.pragmachartered.com/contact-support). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.