The Waiting Room

Before the signing officially begins, there will be what we like to call the “Waiting Room”. This is an area where you can verify documents and other parts of the verification process before proceeding to sign the documents.

When you first launch a signing event, you will be sent to the waiting area, which looks like this:

To the left-hand side, you will see the notes area. These can be from the underwriter, lender, or title agency. We also have included a checklist to help remember actions needing to be taken during the signing that is completely optional for you to use.

The Chat feature on the bottom right allows you to communicate with signers who are having audio issues.

You can also exit the signing anytime by clicking Exit Signing. 

The Join Session button will also show internet connectivity to the session when you first launch a signing, saying Preparing Connections.

How do I confirm that my customer is in the Signing?

Each customer will have a box showing whether or not they have joined the signing session. If they have not joined yet, there will be a status in red saying Waiting to Join This Session and will stay until the customer has joined the signing. If one customer is not available and other customers are ready and waiting to join, you can still start the singing without the unavailable customer. However, if the unavailable customer is able to join later, they can, but you will need to allow them in.

To begin the signing process, click Join Session.

Once you have click Start Session and the customer has clicked to join the signing, you will be able to hear and see your customer in the signing room.

Will the session immediately record as soon as I start the session?

No, the session will not start recording until you hit the Start Recording button.

Any call or signing that requires video conferencing will be recorded by law, so you will need to start recording before the signing can begin. You can always access your recordings in the Recordings section in your file.

How do I verify that my customer has uploaded their documents and completed their KBA?

You will be able to verify that KBA and document verification have been completed by looking at the Completed KBA & Document Verification label underneath your customer’s video panel.

If they have completed their verifications, the text will be in Green. 

If KBA and document upload has not been completed, the text will be in Grey.

However, you will need to also verify your customer’s IDs and their KBA completion before you can begin the signing event.

Verifying ID Documents

To verify your customer’s ID document:

1. Click the grey Verify ID button on your customer’s video box

You will then see the photos of the ID that your customer has uploaded in a preview box. To verify, click Verify.

2. You will then get a pop-up confirming you are verifying your customer’s identification.

To confirm, click Yes. 

If one of your signers is someone you personally know and do not need to confirm with ID or KBA, click Personally Known to Me.

3. Once the ID has been verified, the Verify ID button will change to green.

Verifying KBA

Verifying that your customer has completed and passed KBA is the same process as verifying ID:

1.Click the grey Verify ID button on your customer’s video box.

You will then see KBA details shown, if they have passed, the details will say ALL CHECKS PASSED.

To verify, click Verify.

2. You will then get a pop-up confirming you are verifying your customer’s identification.

To confirm, click Yes.

If one of your signers is someone you personally know and do not need to confirm with ID or KBA, click Personally Known to Me.

Once the KBA has been verified, the Verify KBA button will change to green.

How to Set Up 2-Factor Authentication

2-Factor Authentication is an optional service that you can use if you require further ID verifications of your customers. It is not needed to be done to start or complete a signing.

If you do want to enact 2-factor authentication, simply click the 2-Factor button on your customer’s video box.

You will then see your customer’s phone number and from the Send SMS button, you can have a code texted to your customer’s phone number. From there, they will have to enter the said code to complete the verification.

Your customer will need to enter their phone number in the 2-factor authentication section in their account settings in order for 2-factor authentication to work.