The Decline Documents feature in HighLevel 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.
TABLE OF CONTENTS
- What is Decline Documents Feature?
- Key Benefits of Decline Documents
- Recipient Flow
- Business User Flow
- Automations (Workflows)
- Email Templates
- Tracking Declined Documents
- Frequently Asked Questions
- Related Articles
What is Decline Documents Feature?
The Decline Documents feature in HighLevel applies to files created and shared through the Documents & 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 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.
Decline as a Recipient
Recipients open the document link. Click Decline Document from the top-right menu.
Select Reason
Select a predefined reason or add a custom note. Submit the decline action.
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 to Documents & Contracts in HighLevel. Locate the document under Waiting for others.
Select Document
Click the three-dot menu. Select Mark as Declined.
Specify a Reason
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.
In HighLevel, 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.
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.
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.
View History
Select a document and click three dots menu. select View History.
Check Document 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 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.
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