Understanding document emails

Ziffa can send an email when it cannot identify a document or when a document fails its checks. Your firm chooses the messages and recipients separately for each Service.

Classification and validation

Classification identifies the document type, such as an invoice or passport. Validation checks the extracted details against the document’s rules, such as whether an expiry date has passed.

Unknown Document: Ziffa could not identify the document type. The recipient may need to check what was uploaded and help identify it, or provide a clearer or correct file.

Invalid Document: The document failed validation. For example, a passport’s expiry date may fail the expiry check. The recipient should check the original and reported issue, then correct inaccurate details or provide a valid replacement, as appropriate.

These are processing checks. They do not replace your firm’s due diligence or client-acceptance decision. Read How document processing works for the full flow.

Who receives the email?

The Emails step offers two recipient options. You can enable either or both for each trigger.

• Client: the main Contact’s email address, shown in the Entity’s Client section.
• Partner: active colleagues assigned to the Entity or its main Contact, with document email notifications enabled. If nobody is assigned, Ziffa uses the firm’s Partners instead, still respecting their email preferences.

Partner describes your firm’s recipients; it does not mean only someone with a Partner job title. Having access to view an Entity is separate from being assigned responsibility for it. An individual access grant alone does not make someone a recipient. Firm-wide access alone does not make someone an assignee; Partners are the fallback only when there are no active assigned colleagues. A Job’s assignee is not the recipient rule either.

Each colleague can turn these emails off in their notification settings. The current preference is labelled Email me when a client uploads an invalid document; it covers both unknown and invalid documents.

Client does not mean the person who uploaded or emailed the file. For example, if a Supporting Contact emails a passport for Seabreeze Trading Ltd, a Client notification still goes to the main Contact, Joshua Gauci. The Supporting Contact is not automatically included or CC’d.

Email intake accepts messages from the main Contact and the Entity’s Supporting Contacts. Permission to send a file does not make that person a notification recipient. See Supporting Contacts.

What controls sending?

Configure these emails in Settings → Services → Add Service or Edit, then open Emails. Each trigger and recipient combination has its own Subject, Template, and Active switch. Only active, configured combinations are used.

Saving the Service does not send an email. The message is used when a document processed for that Service has the matching problem. If no active message matches, Ziffa continues its filing and review flow without sending one of these emails.

Follow Set up Services → Configure document emails for the steps. These messages are separate from missing-document reminders and manually sent document requests.

What happens to the document?

When a matching active email is configured, the problem is routed to email handling instead of normal filing. Sending that email does not correct the document or provide a replacement. Check Processing files for the recorded outcome rather than assuming it has been filed or appears in Pending Review.

If the file needs human review, follow Resolve documents needing attention. For a replacement passport or another expiring record, follow Handle expiring documents.