The Decline Documents feature in HighLevel makes it easy to capture structured feedback when a document isn’t accepted. Both recipients and business users can formally decline documents, add reasons or notes, and automatically update the document status to Declined. 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.
What is Decline Documents Feature?
The Decline Documents feature in HighLevel applies to files created and shared through the Documents & Contracts tool, such as proposals, agreements, and contracts. Instead of leaving a document unsigned, both recipients and business users can formally decline it by selecting a predefined reason or adding custom notes. Once declined, the document status changes to Declined, ensuring clear communication and structured feedback.
After a decline action, the document automatically moves to the Archived section, 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 the Decline Document option in the top-right menu, choose a predefined reason, or enter custom notes. This ensures you receive accurate and actionable feedback directly from clients.
- Recipients open the document link.
- Click Decline Document from the top-right menu.
- Select a predefined reason or add a custom note.
- Submit the decline action.
Business User Flow
Business users can also decline documents after sending them, giving your team control over the full document lifecycle. This ensures consistency across records and supports downstream automation.
- Navigate to Documents & Contracts in HighLevel.
- Open the document you wish to decline.
- Select the Decline Document option.
- Add a reason or custom note.
Automations (Workflows)
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.
- Go to Workflows in HighLevel.
- Add a new trigger: Documents & Contracts → Status → Declined.
- Define the actions (e.g., send a notification, create a task, start a nurture sequence).
Email Templates
Email personalization is enhanced with new custom values related to declined documents. Adding these values to your templates ensures clients receive context-rich follow-ups.
- Document Decline Reasons: Inserts the specific reason chosen.
- Document Decline Reasons Body: Inserts the detailed notes provided.
Tracking Declined Documents
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 visibility supports data-driven decisions and effective follow-up strategies.
- Navigate to Documents & Contracts → Archived.
- Select a document and click View History.
- Review details of the decline action.
Frequently Asked Questions
Q: What happens when a document is declined?
Its status changes to Declined, 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 to Documents & Contracts → Archived, open the document, and click View History.
Q: Can automations be triggered when a document is declined?
Yes, set up a workflow trigger for Documents & Contracts → Status → Declined.
Q: Can business users decline documents too?
Yes, business users can decline documents after sending them.
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.
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