Capture Feedback and Automate Follow-Ups With Decline Documents Feature
Learn how to use Decline Documents in GHL Customer Care to capture client feedback, trigger automations, and track declined documents for better follow-up.
4 min read966 words10 explained imagesUpdated Fri, 12 Sep, 2025 at 7:37 AM
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TheDecline Documentsfeature in GHL Customer Care makes it easy to capture structured feedback when a document isn’t accepted. Recipients can decline documents, while business users can mark them as declined to record the outcome. In this guide, you’ll learn how to use the Decline option, set up automations and email templates, and track all declined documents for clear visibility and follow-up.
TheDecline Documentsfeature in GHL Customer Care applies to files created and shared through theDocuments & Contractstool, such as proposals, agreements, and contracts. Instead of leaving a document unsigned, recipients can formally decline it by selecting a predefined reason or adding custom notes. Business users can also mark a document as declined to keep records accurate. Once this action is taken, the document status changes toDeclined, ensuring clear communication and structured feedback.
After a decline action, the document automatically moves to theArchivedsection, where it can no longer be signed but remains stored with full historical details. Users can review who declined the document, when it happened, and why, giving teams actionable insights. This not only improves accountability but also enables workflow automation and better follow-up strategies.
Key Benefits of Decline Documents
Decline Documents makes it easier to handle situations where a client does not accept a proposal, agreement, or contract. By capturing clear feedback and updating the document status to Declined, this feature removes uncertainty and creates opportunities for automation and follow-up.
Clear client feedback: Collect predefined reasons or custom notes when a document is declined.
Workflow automation: Trigger actions like notifications, follow-ups, or new tasks when status = Declined.
Accurate document tracking: Automatically archive declined items and view complete decline history.
Personalized communication: Use decline reasons and notes as custom values in emails.
Operational efficiency: Save time by eliminating guesswork and keeping your document pipeline organized.
Recipient Flow
Recipients have a simple and intuitive way to decline a document. From the document view, they can select theDecline Documentoption in the top-right menu, choose a predefined reason, or enter custom notes. This ensures you receive accurate and actionable feedback directly from clients.
Decline as a Recipient
Recipients open the document link. ClickDecline Documentfrom the top-right menu.
Decline as a Recipient (image 1 of 10)What this shows Recipients open the document link.What this showsIllustrates the "Decline as a Recipient" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Decline as a Recipient" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Recipients open the document link. Click Decline Document from the top-right menu. Immediately after, the guide continues: Select a predefined reason or add a custom note. Submit the decline action.Image 1 of 10What to clickRecipients open the document link. Click Decline Document from the top-right menu.
Buttons and menus referencedDecline Document
Next stepSelect a predefined reason or add a custom note. Submit the decline action.
Select Reason
Select a predefined reason or add a custom note. Submit the decline action.
Select Reason (image 2 of 10)What this shows Select a predefined reason or add a custom note.What this showsIllustrates the "Select Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Select Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Select a predefined reason or add a custom note. Submit the decline action. Immediately after, the guide continues: Business users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are….Image 2 of 10What to chooseSelect a predefined reason or add a custom note. Submit the decline action.Next stepBusiness users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are not proceeding. Recording the outcome ensures accurate tracking and consistency across records.
Business User Flow
Business users can mark documents as declined after sending them, ensuring the system reflects the correct status. This option is helpful when a recipient communicates outside the platform (for example, by phone or email) that they are not proceeding. Recording the outcome ensures accurate tracking and consistency across records.
Go to Documents & Contracts
Navigate toDocuments & Contractsin GHL Customer Care. Locate the document underWaiting for others.
Go to Documents & Contracts (image 3 of 10)What this shows Navigate to Documents & Contracts in GHL Customer Care.What this showsIllustrates the "Go to Documents & Contracts" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Go to Documents & Contracts" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Navigate to Documents & Contracts in GHL Customer Care. Locate the document under Waiting for others. Immediately after, the guide continues: Click the three-dot menu. Select Mark as Declined.Image 3 of 10Where to goNavigate to Documents & Contracts in GHL Customer Care. Locate the document under Waiting for others.
Buttons and menus referencedDocuments & ContractsWaiting for others
Next stepClick the three-dot menu. Select Mark as Declined.
Select Document
Click the three-dot menu. SelectMark as Declined.
Select Document (image 4 of 10)What this shows Click the three-dot menu.What this showsIllustrates the "Select Document" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Select Document" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Click the three-dot menu. Select Mark as Declined. Immediately after, the guide continues: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns.Image 4 of 10What to chooseClick the three-dot menu. Select Mark as Declined.
Buttons and menus referencedMark as Declined
Next stepAutomations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns.
Specify a Reason
Add a reason or custom note.
Specify a Reason (image 5 of 10)What this shows Click the three-dot menu.What this showsIllustrates the "Specify a Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Specify a Reason" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Click the three-dot menu. Select Mark as Declined. Immediately after, the guide continues: Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns.Image 5 of 10What to chooseClick the three-dot menu. Select Mark as Declined.Next stepAutomations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for the Declined status, you can automatically send notifications, assign tasks, or create follow-up campaigns.
Automations (Workflows)
Automations help ensure declined documents trigger the right actions at the right time. By adding a workflow trigger for theDeclinedstatus, you can automatically send notifications, assign tasks, or create follow-up campaigns.
In GHL Customer Care, you can use Workflows to automate actions whenever a document is marked as Declined. Follow the steps to set this up:
Go to your workflows and create a new trigger using Documents & Contracts → Status → Declined. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client.
Automations (Workflows) (image 6 of 10)What this shows Go to your workflows and create a new trigger using Documents & Contracts → Status → Declined.What this showsIllustrates the "Automations (Workflows)" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This animation appears in the "Automations (Workflows)" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Go to your workflows and create a new trigger using Documents & Contracts → Status → Declined. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client. Immediately after, the guide continues: In the Email Builder, open or create a new template and click the Custom Values dropdown. From here, navigate to Documents & Contracts and select either Document Decline Reasons to display the specific reason chosen, or Document Decline….Image 6 of 10Where to goGo to your workflows and create a new trigger using Documents & Contracts → Status → Declined. From there, you can define what happens next, such as sending a notification to your team, creating a follow-up task, or starting a nurture sequence to re-engage the client.
Buttons and menus referencedDeclinedWorkflows
Next stepIn the Email Builder, open or create a new template and click the Custom Values dropdown. From here, navigate to Documents & Contracts and select either Document Decline Reasons to display the specific reason chosen, or Document Decline Reason Body to include any detailed notes provided.
Email Templates
In the Email Builder, open or create a new template and click the Custom Values dropdown. From here, navigate to Documents & Contracts and select either Document Decline Reasons to display the specific reason chosen, or Document Decline Reason Body to include any detailed notes provided.
Using these values ensures your messages give clients clear context and feel more tailored to their situation.
Document Decline Reasons: Inserts the specific reason chosen.
Document Decline Reasons Body: Inserts the detailed notes provided.
Email Templates (image 7 of 10)What this shows Document Decline Reasons Body: Inserts the detailed notes provided.What this showsIllustrates the "Email Templates" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Email Templates" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Document Decline Reasons Body: Inserts the detailed notes provided. Immediately after, the guide continues: Declined documents are automatically moved to the Archived section, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete….Image 7 of 10What this coversDocument Decline Reasons Body: Inserts the detailed notes provided.
Buttons and menus referencedCustom ValuesDocuments & ContractsDocument Decline ReasonsDocument Decline Reason BodyDocument Decline Reasons Body
Next stepDeclined documents are automatically moved to the Archived section, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete visibility supports data-driven decisions and effective follow-up strategies.
Tracking Declined Documents
Declined documents are automatically moved to theArchivedsection, where they can no longer be signed. A detailed decline history is available, showing who declined, when it happened, and the reason or notes provided. This complete visibility supports data-driven decisions and effective follow-up strategies.
Navigate toDocuments & Contracts → Archived.
Tracking Declined Documents (image 8 of 10)What this shows Navigate to Documents & Contracts → Archived.What this showsIllustrates the "Tracking Declined Documents" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Tracking Declined Documents" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Navigate to Documents & Contracts → Archived. Immediately after, the guide continues: Select a document and click three dots menu. select View History.Image 8 of 10Where to goNavigate to Documents & Contracts → Archived.
Buttons and menus referencedArchivedDocuments & Contracts → Archived
Next stepSelect a document and click three dots menu. select View History.
View History
Select a document and click three dots menu. select View History.
View History (image 9 of 10)What this shows Select a document and click three dots menu.What this showsIllustrates the "View History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "View History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Select a document and click three dots menu. select View History. Immediately after, the guide continues: Review details of the decline action.Image 9 of 10What to chooseSelect a document and click three dots menu. select View History.
Buttons and menus referencedView History
Next stepReview details of the decline action.
Check Document History
Review details of the decline action.
Check Document History (image 10 of 10)What this shows Review details of the decline action.What this showsIllustrates the "Check Document History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature".This screenshot appears in the "Check Document History" section of "Capture Feedback and Automate Follow-Ups With Decline Documents Feature". The text alongside this image reads: Review details of the decline action. For context, this section explains: Select a document and click three dots menu. select View History. Immediately after, the guide continues: Q: What happens when a document is declined? Its status changes to Declined, it is moved to Archived, and decline details are logged.Image 10 of 10What this coversReview details of the decline action.Next stepQ: What happens when a document is declined? Its status changes to Declined, it is moved to Archived, and decline details are logged.
Frequently Asked Questions
Q: What happens when a document is declined? Its status changes toDeclined, it is moved to Archived, and decline details are logged.
Q: Can recipients provide custom feedback? Yes, they can select from predefined reasons or add custom notes.
Q: How do I view decline history? Go toDocuments & Contracts → Archived, open the document, and clickView History.
Q: Can automations be triggered when a document is declined? Yes, set up a workflow trigger forDocuments & Contracts → Status → Declined.
Q: Can business users mark documents as declined too? A: Yes, business users can mark documents as declined after sending them to record the outcome and reason.
Q: How do email custom values work? The values{{Document Decline Reasons}}and{{Document Decline Reasons Body}}pull the selected reasons and notes directly into your email templates.
