Does the customer need an app or a login?

No. They get a link, enter their registered mobile number and a 6-digit OTP, and they're in. Nothing to install, no password to remember. The OTP is valid for 5 minutes and the session lasts 24 hours.

Which number can open the link?

Only the mobile number on the file — the applicant's number, or a number you've added as an authorised contact. Someone who forwards the link to a friend cannot open the file, because the OTP goes to the number on record.

Does the link expire?

The link itself has no expiry, so a customer can come back a week later and upload the rest. If you need to kill it, disable the customer portal on the file — that clears the token permanently. Re-enabling issues a brand-new link; old ones stay dead.

What if the customer has no email, or no WhatsApp?

Tick only the channel that applies. WhatsApp needs a mobile number on the applicant, email needs an email address. If the channel you ticked has nothing to send to, that channel is skipped and the other one still goes out.

How do I know when they've uploaded something?

You get a WhatsApp notification the moment a document lands, and the file's Documents tab shows the request with each item ticked off. The activity timeline logs every upload with the file name.

Why is a document still showing as pending after the customer uploaded it?

The tick is matched on the document's name. If the customer picked *Other* in the portal, or chose a differently-worded type, the upload still lands on the file but the requested item stays amber. Open the document, set the right type, and treat the request as done.

Can I send a second request on the same file?

Yes. Each request is stored separately with its own list, so you can chase the first three documents today and two more next week. All open requests appear on the Documents tab.

Request documents from a customer — SigmaDSA Help

Ask a customer for missing documents from the loan file in SigmaDSA — pick the documents, send the request over WhatsApp and email, and let them upload through the secure customer portal while the file tracks what has arrived.

Chasing documents is where most loan files stall. Request Documents turns that chase into one message: you pick what's missing, SigmaDSA sends the customer a secure link over WhatsApp and email, and the file keeps score of what's arrived — no forwarding attachments from your personal WhatsApp, no wondering which of your fifty files is waiting on a salary slip.

Before you start

The file must be saved — the button only appears on an existing file, not while creating one.
You need the Update permission on loan files.
For WhatsApp, the applicant needs a mobile number and your tenant's WhatsApp channel must be connected. For email, the applicant needs an email address.
Quick-add suggestions come from your document types. If that list is empty for the loan product, you can still type document names by hand.

Sending the request

Open the file and click Request Docs

From the file's edit page, click Request Docs in the header — the green outline button next to the other actions. On the file view page the same thing sits under Actions → Communication → Request Documents.

Build the list of documents

Two ways, and you can mix them:

Quick add — click the suggested chips. These are your active document types filtered to the file's loan product and entity type, so a business-loan file suggests GST returns and a home-loan file suggests property papers. Types with a period attached show it in the name, like Bank Statement (6 months).
Type it — put the name in the "Enter document name…" box and press Add (or just hit Enter). Use this for anything specific: "Salary slip for March", "NOC from society".

Everything you pick lands under Selected documents as a badge. Click the × on a badge to drop it. The Send button stays disabled until there's at least one document on the list.

Choose how it goes out

WhatsApp and Email are both ticked by default — untick whichever you don't want. At least one must stay ticked.

Both messages carry the same secure portal link and the numbered list of documents, so it doesn't matter which one the customer opens.

Add a custom message (optional)

The Custom Message box is for context the standard template can't know: "Bank has asked for these before Friday's login", or "Only the last page of the statement is missing". Leave it blank and the standard wording goes out on its own.

Send, and keep the link

Click Send Request. The modal turns into a confirmation showing WhatsApp Sent / Email Sent badges for the channels that actually went out, plus the Customer Portal Link with a copy button.

Copy it if you want to paste the link into an existing chat you already have with the customer — it's the same link they received.

What the customer sees

The link opens your branded customer portal — your logo, your company name, no SigmaDSA branding.

They enter their registered mobile number, tap Send OTP, and type the 6-digit code. The OTP is valid for 5 minutes, can be resent after 30 seconds, and locks after 5 wrong attempts. Once verified they stay signed in for 24 hours.

Only the number on the file works — the applicant's mobile or an authorised contact you've added. That's what stops a forwarded link from exposing the file.

Pick the file

If the customer has more than one file with you, they see a card for each: file number, stage, loan type, amount and how many documents they've uploaded so far. They tap the one you asked about.

Upload

The file page has an Upload Document panel — a document-type dropdown and a file picker. Below it, a Required Documents checklist ticks off and strikes through as things arrive, an Uploaded Documents list shows what they've already sent, and a plain-language timeline shows what's happening on their application.

Accepted formats are PDF, JPG, JPEG, PNG, DOC, DOCX, XLS and XLSX, up to 100 MB per file. Everything is stored encrypted, the same as documents you upload yourself.

Tracking what comes back

Open the file's Documents tab. Above the document grid you'll find Pending Document Requests — one row per request, showing when it was sent and over which channels, with a badge that reads Pending (amber clock) or Completed (green check).

Inside each row every requested document is a pill:

Pill	Meaning
Green check	Uploaded — the document is on the file
Amber clock	Still outstanding

When the last item is ticked, the request flips to Completed on its own. You also get a WhatsApp notification the moment a customer uploads, so you don't have to keep the tab open.

The uploaded file behaves like any other document on the file: it appears in the Documents grid, runs through OCR and extraction, and can be verified in the usual way.

The tick is matched on the document's name. If the customer uploads under Other, or picks a type worded differently from what you requested, the document still lands on the file — but the requested item stays amber until you set the type. Worth a glance before you chase them again for something they've already sent.

Practical tips

Ask for everything at once. Three requests in three days reads as disorganised. One list with five items gets a better response.
Name the document the way the customer thinks of it. "Last 6 months bank statement (the account salary comes into)" beats "BS-6M".
Use the custom message for the deadline. Customers respond to "before Friday's login" far more than to a generic reminder.
Send a second request rather than editing the first. Each request keeps its own history, so you can see how long each round took.

Next steps

Upload documents yourself — the same file, from your side
Document types and checklists — what powers the quick-add chips
WhatsApp AI employee — the channel these requests go out on

Request documents from a customer

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