Contracts – Signature Workflow Improvements

DiliTrust CLM now handles changes to signature workflows more transparently and reliably. Whether a signature envelope is cancelled, expired, deleted, or refused, the CLM workflow status is automatically updated — and users receive clear, actionable error messages to guide their next steps.

✅ Introduction

Electronic signature workflows involve multiple parties: DiliTrust CLM, the signature provider (e.g., DocuSign, Universign), and the signatories themselves. When something changes on the signature provider's side — a refusal, a cancellation, an expired envelope — CLM now automatically reflects that change in the workflow status. No more confusion about where a document stands in the signing process.

✋ Prerequisites / Getting Started

• Your organization must have a signature provider integrated with DiliTrust CLM.
• You must have contributor access to manage contract workflows in CLM.

⭐ Step-by-Step Guide

Understanding Automatic Status Updates

The following events on the signature provider's side now automatically update the CLM workflow status:

• Signature cancelled on the provider side: CLM workflow is updated to reflect the cancellation.
• Signature envelope deleted: CLM workflow is updated accordingly.
• Signature envelope expired: CLM workflow reflects the expiry. A nightly fallback ensures that even delayed updates are captured.
• Signatories modified or removed on the provider side: CLM workflow is updated to reflect the current signatory list.
• Signature refused: CLM workflow is updated to show that a signatory has refused. The document status is clearly marked, and the option to relaunch the workflow is removed to prevent confusion.
• Decline reason captured: When a signatory provides a reason for refusing on the provider side, this reason is now visible in CLM.

Understanding Error Messages

When an issue occurs in the signature workflow, CLM now displays clear, user-friendly error messages that explain the problem and guide you on what to do next. If you encounter an error:

1. Read the error message displayed in the workflow panel.
2. Follow the recommended action (e.g., contact the signatory, restart the envelope, check with your administrator).
3. If the error message does not resolve the issue, contact DiliTrust support.

✨ Tips & Best Practices

• Monitor the workflow status regularly: Check the CLM workflow panel after sending documents for signature to stay aware of any status changes.
• Inform signatories of deadlines: Envelope expiry is now tracked in CLM. Remind signatories of deadlines before envelopes expire to avoid interruptions.
• Review decline reasons: If a signatory refuses to sign, the decline reason is now captured in CLM. Use this information to address concerns before relaunching the process.

❌ Limitations & Known Constraints

• Automatic status synchronization depends on the integration with your signature provider. Some edge cases may rely on a nightly fallback synchronization rather than real-time updates.
• When a signatory refuses, the workflow is blocked and cannot be relaunched directly — a new signature process must be initiated after addressing the refusal.

❓ FAQ

What happens if a signatory refuses to sign?

The CLM workflow is automatically updated to reflect the refusal. The document status is marked appropriately, the remaining signatories are updated, and the option to relaunch is disabled to prevent confusion. The decline reason (if provided by the signatory on the provider side) is also captured and visible in CLM.

What happens if the signature provider cancels the envelope?

CLM automatically updates the workflow status to reflect the cancellation. A nightly synchronization also ensures that any delayed updates are captured.

Will I be notified when a status changes?

Status changes are reflected in the CLM workflow panel. Notification settings depend on your organization's configuration — contact your DiliTrust administrator for details.

Can I relaunch a workflow after a refusal?

After a refusal, the current workflow cannot be relaunched directly. You will need to address the reason for refusal with the signatory and then initiate a new signature process.