Overview
Smartwaiver is the document processing software that Onsight Pro comes fully integrated with. When a customer fills out a Smartwaiver document online, Onsight Pro receives the submission and queues it for staff review. Staff can monitor incoming submissions through the Smartwaiver Reconciliation module in the sidebar.
Your waiver has this initial landing page before the customer signs the waiver.
Depending on whether the customer is new or existing, one of two things will happen:
- Existing customer: The waiver will be matched to their profile and await staff validation of any updates or changes to the existing information.
- New individual: A new profile will be created, and staff will validate the information before approving.
In both cases, staff must validate the waiver before it is marked as approved on the customer profile. Follow the steps below to complete this process.
Approving a Waiver
- Navigate to the Customers module and search for the customer name in the lookup field.
- Click the View icon (the eye icon) in the Actions column on the customer's row to open their profile.
- Navigate to the Documents tab on the customer's profile
- Click the Reconciliation Preview icon in the Actions column next to the waiver submission (gray clipboard icon). This launches the three-step reconciliation workflow: (1) Confirm Customer Record, (2) Update Customer Record, and (3) Approve or Deny.
- Work through each reconciliation step, clicking the Continue button in the bottom right corner after completing each one.
- On the Update Customer Record step, click "Confirm Update" to save any profile changes and advance to the final step.
Tip: On the Update Customer Record step, review any fields highlighted in green. These are new or changed values from the waiver submission. Uncheck any fields you do not want to apply to the customer's profile.
- Select "Approve this waiver" to mark the document as valid. If rejecting, select "Reject this waiver" and add a note in the Comment field for historical reference.
- Click "Save". The waiver is now attached to the customer's profile. Return to the profile to confirm the waiver status has updated to Approved.
Troubleshooting Issues:
Pending Email Verification Status
If a customer's waiver shows a Pending Email Verification status and the customer did not receive (or cannot find) the validation email, staff can bypass the email verification manually.
- Navigate to the Smartwaiver Reconciliation module in the sidebar.
- Use the Status filter dropdown and select All to make sure the submission is visible.
- Find the customer's submission and click the More Options icon ( ⋮ ) in the Actions column.
- Select "Status Config" from the dropdown menu.g"
5. A warning will appear indicating the document has not been validated by the customer via email. Click "Yes" to complete the validation on their behalf.
Duplicate Customer Record Was Created
If a customer selects "No" when asked whether they are an existing customer on the Smartwaiver landing page, a new customer record will be created and linked to the waiver. If they are an existing customer and a duplicate customer record was created, you can reassign the waiver to the correct existing record through the Smartwaiver Reconciliation module.
- Navigate to the Smartwaiver Reconciliation module in the sidebar.
- Find the customer's submission in the list.
- Click the gray clipboard icon to begin the reconciliation process.
- Click the circular arrows icon next to the customer's name to open the customer reassignment lookup.
- Search for and select the correct existing customer record.
Click "Assign". The waiver will be reassigned to the correct record.
Note: The duplicate customer record will be automatically deleted after reassignment only if no transactions or check-ins have occurred on that duplicate account. If transactions exist, the duplicate will not be deleted and will need to be resolved manually.
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