Documents require signatures. Contracts, agreements, authorisations, and consents all need someone to put pen to paper, or rather, finger to screen. The shift to electronic signatures accelerated dramatically, and DocuSign leads that transformation.
But electronic signatures alone don't solve the operational challenge. Documents still need generation. Signature requests still need sending. Completions still need tracking. Follow-ups still need managing. Without integration, electronic signatures just add another system to juggle.
SwiftCase integrates with DocuSign to embed electronic signatures directly in your operational workflows. Documents generate, send for signature, track to completion, and store, all automatically. This guide explains how to make the most of this integration.
The Signature Challenge
Manual Signature Processes
Traditional document signing involves many steps:
Document creation: generate or locate the document requiring signature.
Preparation: identify signature locations, add signature fields in DocuSign, configure signing options.
Sending: email the signature request to the signer.
Tracking: monitor whether the document has been signed.
Follow-up: send reminders to non-responsive signers.
Completion: retrieve the signed document and file it appropriately.
Status update: record that signing is complete in your operational system.
Each step requires human attention. Each handoff introduces delay. Each manual action creates error opportunity.
The Integrated Alternative
With DocuSign integration:
Automatic preparation: documents generate with signature fields already positioned.
Automatic sending: cases reaching appropriate status trigger signature requests without manual intervention.
Automatic tracking: signing status syncs back to SwiftCase continuously.
Automatic follow-up: reminders send according to schedule without staff involvement.
Automatic completion: signed documents return to cases automatically.
Automatic status update: case status advances when signing completes.
The entire signing workflow happens within your operational process, not beside it.
How the Integration Works
Connection Architecture
SwiftCase connects to DocuSign through their API:
OAuth authentication: secure connection using DocuSign's standard OAuth 2.0 flow. One-time setup authorises ongoing access.
API communication: SwiftCase sends documents to DocuSign for signature and receives status updates and completed documents back.
Webhook notifications: DocuSign notifies SwiftCase immediately when signature events occur (sent, delivered, signed, declined).
The Signing Flow
A typical integrated signing workflow:
-
Document generation: SwiftCase generates the document using case data and templates.
-
Envelope creation: the document sends to DocuSign wrapped in an "envelope" (DocuSign's container for signature requests).
-
Recipient configuration: signer information from the case defines who receives the signature request.
-
Field placement: signature, date, initial, and other fields position based on template configuration.
-
Sending: DocuSign delivers the signing request to the recipient via email.
-
Signing: the recipient reviews and signs through DocuSign's interface.
-
Completion notification: DocuSign notifies SwiftCase that signing is complete.
-
Document retrieval: the signed document downloads to SwiftCase and attaches to the case.
-
Workflow continuation: case status updates; subsequent workflow steps trigger.
Setting Up the Integration
DocuSign Account Requirements
To integrate, you need:
DocuSign account: any DocuSign account type works, though higher tiers offer more features.
API access: your DocuSign plan must include API access. Most business plans include this.
Integration key: DocuSign issues keys for applications connecting via API.
User for sending: a DocuSign user account sends envelopes on behalf of your organisation.
SwiftCase Configuration
Configure the integration in SwiftCase:
Connection setup: enter DocuSign credentials and authorise the OAuth connection.
Template mapping: link SwiftCase document templates to DocuSign templates or configure field placement.
Default settings: configure standard options for envelope expiration, reminders, and notifications.
Workflow integration: define when signature requests should trigger and what happens upon completion.
Template Design
Design documents for seamless signing:
Merge fields: SwiftCase populates signer name, address, and other details automatically.
Signature placement: position signature, date, and initial fields where they belong.
Required vs optional fields: distinguish fields that must be completed from optional ones.
Signing order: if multiple signers are needed, define the sequence.
Practical Implementation
Contract Signing
A common use case: customer contracts:
-
Quote accepted: customer accepts a quote in your system.
-
Contract generation: SwiftCase generates a contract using the quote details.
-
Automatic sending: the contract sends to DocuSign immediately upon generation.
-
Customer signs: customer receives email, reviews contract, signs electronically.
-
Counter-signature: optionally routes to your staff for counter-signature.
-
Completion: signed contract saves to the case; status advances to "Active."
Contracts that took days to process now complete in hours or minutes.
Authorisation Forms
Collecting permissions and authorisations:
-
Authorisation required: case reaches a stage requiring customer authorisation.
-
Form generation: appropriate authorisation form generates with customer details.
-
Signature request: DocuSign delivers the form for signing.
-
Customer completes: customer signs, providing the required authorisation.
-
Work proceeds: case advances; authorised work can begin.
No chasing paper forms. No waiting for postal delivery.
Multi-Party Agreements
Documents requiring signatures from multiple parties:
-
Agreement generated: document prepared with all party details.
-
Routing defined: signing order specifies who signs first, second, etc.
-
Sequential delivery: each party receives the request after the previous party signs.
-
Progress tracking: case shows which signatures are complete and which are pending.
-
Full completion: once all parties sign, the completed document returns to the case.
Complex signing workflows manage automatically.
Internal Approvals
Using DocuSign for internal authorisation:
-
Approval needed: case requires internal sign-off before proceeding.
-
Approval document: summary document generates for authoriser review.
-
Internal routing: document routes to appropriate approver via DocuSign.
-
Approval given: approver reviews and signs, authorising the action.
-
Work continues: case proceeds with documented authorisation.
Clear audit trails for internal decisions.
Advanced Features
Conditional Recipients
Different signers for different scenarios:
Role-based routing: the customer always signs, but the internal counter-signer varies by contract value or type.
Conditional logic: if the amount exceeds a threshold, add a senior approver to the signing flow.
Dynamic recipients: signer information pulls from case data, so the right people receive the right documents.
Parallel Signing
When signing order doesn't matter:
Simultaneous delivery: all signers receive requests at the same time.
Independent completion: each signer completes without waiting for others.
Aggregated tracking: case shows overall progress across all signers.
This accelerates multi-party documents where sequential signing isn't required.
Embedded Signing
Signing within your own interface:
Portal integration: customers signing through your customer portal can complete signatures without leaving for DocuSign.
Seamless experience: the signing interface appears embedded in your application.
Reduced friction: fewer clicks and context switches mean higher completion rates.
Bulk Sending
High-volume signature requests:
Mass generation: create many signing requests from a list of cases or contacts.
Parallel processing: DocuSign handles the delivery volume.
Aggregate tracking: monitor completion across the batch.
Useful for annual renewals, policy updates, or similar mass-signing scenarios.
Handling Common Scenarios
Declined Signatures
When signers decline:
Notification: SwiftCase receives immediate notification of declination.
Reason capture: DocuSign can capture the reason for declining.
Workflow routing: declined documents route to appropriate handling, perhaps review and re-send or escalation.
Status update: case status reflects the declination for visibility.
Expired Envelopes
When signature requests go unanswered:
Expiration notification: SwiftCase knows when envelopes expire.
Re-send option: workflow can automatically re-send or prompt staff to decide.
Escalation: expired requests can trigger escalation workflows.
Corrections Needed
When signed documents have errors:
Void and re-send: void the incorrect envelope and create a corrected one.
Amendment documents: generate amendment documents for signature if original can't be voided.
Audit trail: all actions record for compliance purposes.
Signature Verification
Ensuring signatures are valid:
Identity verification: DocuSign offers various signer identification options.
Certificate of completion: DocuSign provides audit certificates documenting the signing process.
Legal validity: electronic signatures carry legal weight equivalent to wet signatures in most jurisdictions.
Best Practices
Template Design
Create effective signing documents:
Clear instructions: tell signers what they're signing and what to do.
Logical flow: arrange signature fields in the order signers will encounter the document.
Mobile optimisation: many signers use mobile devices; ensure documents display well.
Minimal fields: require only necessary signatures and initials; don't over-burden signers.
Workflow Design
Build effective signing workflows:
Appropriate triggers: send for signature at the right moment in your process.
Realistic timeframes: set reminder and expiration schedules that give signers reasonable time.
Clear ownership: define who handles signature issues and how.
Exception handling: plan for declined, expired, and problematic signatures.
Monitoring and Reporting
Track signing performance:
Completion rates: what percentage of signature requests complete?
Time to signature: how long do signers take to complete?
Problem patterns: are certain document types or customer segments problematic?
Volume trends: how is signature request volume changing over time?
Compliance Considerations
Ensure signing meets requirements:
Legal review: have legal counsel confirm electronic signature is appropriate for your documents.
Industry regulations: some industries have specific requirements for electronic signatures.
Record retention: maintain signed documents according to retention requirements.
Accessibility: ensure signing process is accessible to signers with disabilities.
Troubleshooting Common Issues
Documents Not Sending
When signature requests don't reach signers:
- Verify the DocuSign connection is active
- Check that recipient email addresses are valid
- Review DocuSign account for sending limits or holds
- Ensure document templates are properly configured
Signed Documents Not Returning
When completed documents don't appear in cases:
- Verify webhook configuration is correct
- Check that document storage settings are proper
- Review error logs for retrieval failures
- Confirm DocuSign notification settings are enabled
Status Not Updating
When signing progress doesn't reflect in SwiftCase:
- Verify webhook endpoint is accessible
- Check that status mapping is configured correctly
- Review for delays in webhook delivery
- Test with a manual status check
Field Placement Problems
When signature fields appear incorrectly:
- Review template design in DocuSign
- Check that anchor text (if used) appears correctly in documents
- Verify coordinate-based placement is calculated correctly
- Test with sample documents before production use
Measuring Success
Efficiency Metrics
Track operational improvements:
Time to signature: how much faster do documents get signed compared to paper?
Staff time saved: how much less time do staff spend on signature-related tasks?
Follow-up reduction: how many fewer reminder calls are needed?
Quality Metrics
Assess signing process quality:
Completion rate: what percentage of sent documents get signed?
Error rate: how often do signing issues require intervention?
Customer feedback: do customers find the signing experience acceptable?
Business Impact
Connect to business outcomes:
Revenue acceleration: faster signatures mean faster contract closure.
Cost reduction: less paper, printing, and postage expense.
Compliance improvement: better audit trails and documentation.
Moving Forward
DocuSign integration transforms document signing from a process beside your operations to a seamless step within them. Documents generate, send, track, and file without manual intervention at each stage.
Start with your highest-volume, simplest document type. A straightforward contract or authorisation form proves the integration works and builds confidence. Expand to more complex documents and multi-party signings as you gain experience.
The goal is signatures that just happen as part of your workflow, with staff attention only when problems occur rather than for every routine transaction.
Ready to automate document signing?
See how DocuSign integration would work with your specific documents and workflows. We'll demonstrate the complete signing flow from document generation through completion.