At the bottom of all Engage emails and also the Engage website, you will find a footer that includes additional information and links to help your clients.

This information includes:

Your Agency/Site name and address
A link to your agency’s Engage help material
A link to your agency’s Privacy Policy
A link to your agency’s Technical Problem information page
There is also room for additional footer text (if required)

As part of the configuration process, you will specify whether you want your Agency’s name and address or the client’s assigned Site name and address to appear on any Engage initiated communications.

You can also specify the destination URLs for your agency’s Help, Privacy Policy and Technical Problems pages. Below you will find some more information on what each URL should be used for.

The Help URL

The Help URL is designed to contain a link to client-centric Engage help material (just like you have the Penelope Knowledge Base for Penelope help material) which you have created for your clients (e.g. instructions written for your clients on how to use Engage).

While you are welcome to post a link to our Reply to Your Practitioner tutorial (far below), we encourage you to create your own agency-branded materials. Not only will your clients be more familiar with your own branding but you can also include other important information relevant to your agency’s use of Engage.

Below is a list of help topics that you may want to cover on this page:

How to complete a form
How to complete multiple forms
How to submit a form
How to notify your practitioner that you do not wish to complete forms via Engage

The Technical Problems URL

The Technical Problems URL is designed to contain a link to any troubleshooting information or contact information (an email address and/or phone number) where your clients can get help with completing a document/replying to a Discussion etc should they need it.

If you want more than just contact details on this page you could also include some FAQ-style questions to help your clients. Some example FAQ’s are listed below:

How do I finalize a document when I have finished completing it?
What do I do if I get Oops?
What do I do if I don’t get my email with the document link?
What do I do if the page doesn’t load and other websites are?
What do I do if no websites are loading (this is most likely to be an issue with your ISP, please contact them – e.g. not support by the agency)?

Please note that this link should not direct clients to the Penelope Knowledge Base but rather a contact person at your agency.

Technical Problems URL vs Help URL

The main difference between the Technical Problems URL and the Help URL is that the Technical Problems URL would usually include a link to a page that contains contact details, as well as some troubleshooting information for clients that are encountering problems using Engage. Whereas the Help URL would link to material that has been created to help clients use Engage.

The Privacy URL

The Privacy Policy URL is designed to contain a link to your agency’s Privacy Policy.

Your Privacy Policy is there to reassures your client’s that you will keep their personal information secure and confidential. It would usually include information about how you will store any information your client has provided to you and how you will ensure it is not shared with others (unless permission has been given).

In many jurisdictions it’s a legal requirement to have a Privacy Policy on your website but a well written, easy to read and comprehensive Privacy Policy can help build trust.

Your agency’s Privacy Policy is an opportunity for your agency to reassure your clients who are using Engage that you are reputable, aware of their privacy concerns and the security of their information.

Topics often covered in a Privacy Policy are (but not limited to):

Information Collected
Use of Information
Third-Party Disclosure
Information Collection
Rights of Users
Cookies
Notification of Changes
Contact Information

An easy to understand and well-written Privacy Policy can add to your agency’s credibility and help build rapport with your clients.

There are many examples of Privacy Policies online but we would strongly recommend seeking expert advice on this matter as requirements vary globally.

Engage

REPLY TO YOUR PRACTITIONER

Your practitioner has chosen to use the Engage feature of Penelope Case Management Software to communicate with you and/or to provide forms for you to complete outside of your appointments. If your practitioner sends a communication to you or requests that you complete a form, you will receive an email similar to the example shown on this page. The email that you receive includes a link to complete a document or reply to a simple text-based communication. The remainder of this tutorial details general instructions for replying to your practitioner. If you have any questions about replying to a communication or completing a form, please contact your practitioner.

COMPLETE A FORM

If your practitioner requests that you complete a form, you will receive an email similar to the example shown on this page.

STEP 1

In the email, click the link to complete the form(s).

STEP 2

Your practitioner may request that you complete more than one form. Each form will be shown on the landing page. In the landing page, click the form that you want to complete.

Note: You also have the option to make an inquiry to your practitioner about completing the form or you can let your practitioner know that you do not wish to complete the document.

STEP 3

Complete the questions in the form.

STEP 4

Once you’ve completed the questions, click Next.

Note: If the form contains multiple pages of questions, repeat Steps 3 and 4 as many times as necessary.

STEP 5

When you have finished completing the questions in the form and are happy with your responses, click Submit.

AFTER YOU FINISH:

After you click Submit, you will return to the initial landing page. From here, you can complete additional documents if necessary or close the page. You will also receive an email notifying you of the completed submission.