Agreement management add-on

This guide explains what the agreement management add-on does, why it's useful, and how to send and track a service agreement digitally - including choosing how it's managed, collecting signatures (including in person), approving the agreement, and where the completed agreement is stored.

What is the agreement management add-on?

The Agreement Management add-on lets you send a Member's service agreement digitally, collect signatures, and track the whole process - all within Lookout, and stored against the Member's membership.

It works through a Membership Agreement Request ticket, which monitors each agreement from sending to receiving. This gives you a clear record of activity and keeps every pending agreement visible, so nothing slips through the cracks.

In short: the service agreement is the underlying document; the add-on turns it into a digitally signed one and tracks it for you.

For organisations sending client agreements regularly, the add-on:

• Saves time: Sends agreements and collects e-signatures without printing, posting, or chasing manually.
• Tracks everything: Each agreement is a ticket you can monitor from sent to signed to approved.
• Keeps records in one place: The completed agreement is stored automatically against the membership.
• Sends reminders for you: Outstanding signatories are chased automatically until the agreement is completed.
• Supports in-person signing: You can help a Member sign on their device or yours, then and there.

Before you start

Before creating a digital agreement request, make sure:

• The Agreement Management add-on is enabled for your organisation. (Contact your Lookout representative if you're unsure.)

• A current membership agreement template is set up. Please see our Agreement templates article to learn more.

• The membership has the minimum details configured:

  • Member

  • Authorised Representative (if they'll be signing - they must be added to the membership first)

  • Membership Plan

  •  Funder

  • Funding Scheme

• For a digital send, the recipient needs an email address.

Sending a client agreement

Step 1: Create the agreement request

• From the main navigation menu, click Members to open the full list of Members.

• Find the Member you're after - use the search box to type their name, or narrow the list using the filters.

• Click the Member's name to open their profile. This will load their Member dashboard.

• Scroll to the Agreement requests section and click Create request.

• This generates a new Agreement Request ticket to track the agreement.

Step 2: Define who is signing

Choose who is responsible for signing the agreement - the Member or the Authorised Representative.

Step 3: Choose how the request will be managed

Select the option that suits your situation:

• An external provider will manage this (the digital option): A digital agreement is sent instantly when the ticket is created. Use this when you want to send a digital agreement and the recipient has an email address. The staff member sending it is the first signatory, followed by the Member or Authorised Representative.
• This will be managed manually offline: Use this when the agreement will be supplied and returned offline, when you already have a signed copy, when you don't wish to send it digitally, or when the recipient has no email address.

Step 4: Complete the signing (digital option)

When you choose the digital option:

• The staff member who created the request receives an email with a review and sign link.
• They complete the required fields and sign. The sent version is saved under Sent document on the ticket.
• The Member or Authorised Representative then receives an email with a link to sign.
• Once all signatures are collected, the completed agreement is saved automatically under Received document, and the ticket assignee is notified to review it.

Signing in person

If you're with the Member and want to help them sign, after you (the staff member) have signed, you can either:

• Help the Member open their email and sign on their own device, or

• Click the Member Signing Link in the ticket comments to let them sign on your device (it opens the document in a new tab).

Step 5: Approve the agreement

Once the signed agreement is in place:

• In the ticket's Agreement Request section, click Approve.

• This accepts the Terms and Conditions and opens the membership for rostering.

• The ticket can now be closed.

What happens next?

After approval:

• The approved agreement appears on the membership under Terms and Conditions, showing the version accepted, who accepted it, and a link to the signed document.
• The membership is open for rostering.
• All Agreement Request tickets remain viewable under the Tickets tab, where you can filter by status to track any that are still outstanding.

Cancel and agreement request

An agreement request can be cancelled at any time before being approved.

• Go to the ticket associated with the agreement request and click Cancel.

• This will also cancel any digital agreement currently out for signature and send a notification email to both signatories.

Good to know: Validity and reminders

• A digital agreement request is valid for 60 days from the date it's sent.
• Outstanding signatories receive up to five emails: an initial invitation (once the staff member completes the first stage), three reminders (each three days apart), and an expiry notice the day before the document expires.

Making the Most of the Add-on

Use the ticket to track progress.
Each request is a ticket - filter by status under the Tickets tab to stay on top of what's outstanding.

Choose the right delivery option.
Digital for speed and tracking; manual offline when there's no email or you already have a signed copy.

Support in-person signing.
The Member Signing Link lets you complete an agreement on the spot.

Cancel cleanly if needed.
Cancelling a request also revokes any digital agreement out for signature and notifies the signatories.

Troubleshooting

I can't create an agreement request

Check the add-on is enabled, a current membership agreement template exists, and the membership has its Member, Membership Plan, Funder, and Funding Scheme set. For a digital send, the recipient also needs an email address.

A signed agreement was returned offline - how do I add it?

On the ticket, click Upload documents and add the signed copy to the Received document field, then click Approve and complete the ticket.

The recipient hasn't signed yet

Outstanding signatories are sent reminder emails automatically (three reminders, three days apart, plus an expiry notice). You can also track outstanding requests under the Tickets tab.

Are there automated reminders to sign a digital agreement?

A signer will receive up to five email notifications to sign a digital agreement.

I want to record an agreement without sending it digitally

Choose This will be managed manually offline when creating the request, or use the manual process in our Service agreements article.

Still need help?

If you're still experiencing issues, please contact our Support Team and include:

• Screenshots (if possible)

• The Member's name

• The exact steps taken

• Any error messages received