When you send a signature request through Firm360, here's exactly what your client sees from start to finish — so you can set expectations, answer questions, and guide them through the process with confidence.
The Signature Request Email
As soon as you click Send, your client receives an email from Adobe Sign. The email will include:
- A clear subject line referencing the document name
- Any personal message you included when setting up the request
- A prominent Review and Sign button to open the document
The email comes from Adobe Sign's sending domain echosign@echosign.com, so if a client says they didn't receive it, ask them to check their spam or junk folder and whitelist Adobe Sign emails.
Opening the Document
When the client clicks Review and Sign, they are taken directly to the Adobe Sign signing portal — no account, login, or software download required. The document will load in their browser on any device, including mobile.
If you enabled Identity Verification, the client will be prompted to complete that step first (password entry, KBA questions, or email one-time password) before they can access the document.
Clients will click Continue
Reviewing the Document
Once inside the document signing window, the client can:
- Scroll through the full document before signing
- Zoom in for a closer look at any section
- Review all pages at their own pace
They cannot edit or make changes to the document content — they can only interact with the fields assigned to them.
Completing the Signature Fields
Adobe Sign guides clients through the document to required fields. A blue banner at the bottom of the screen prompts them to each required field so nothing gets missed. The client will:
- Click each field to complete it
- Draw, type, or upload an image for their signature
- Use the Next button to jump between required fields
If you assigned multiple field types (initials, date, text fields, checkboxes), the client completes each one in order before they can submit.
Submitting the Signed Document
Once all required fields are completed, the client clicks Submit to finalize. Adobe Sign will display a confirmation message letting them know the document has been successfully submitted.
The Confirmation & Email
Immediately after signing, the client receives a confirmation email from Adobe Sign with:
- A confirmation that their signature was captured
What You See on Your End
Back in Firm360, the document status updates automatically. You can monitor progress at any time by going to Show All Signature Requests and clicking the blue document name to see each signer's current status — whether they've opened the email, viewed the document, or completed signing.
If a client hasn't signed by a certain point, you can send a reminder directly from that view without having to re-send the entire request.
Common Client Questions
"I didn't get the email." Ask them to check spam/junk and search for emails from Adobe Sign: echosign@echosign.com. You can also resend a reminder from Firm360.
"Do I need an Adobe account?" No — clients can sign directly from the email link with no account or software required.
"Can I sign on my phone?" Yes — the Adobe Sign portal is fully mobile-friendly.
"I signed but never got a copy." The signed copy is only sent once all parties have completed signing. If other signers are still pending, the client will receive their copy once everyone is done.