Track offer openings, signature events, and email delivery

On commercial projects: offers are signed off-system. Commercial offers use a manual PDF plus a scanned upload rather than the e-signature flow described here. See the commercial planning guide.

After you send an offer for signature, the offer's activities feed records every event on the signature request. Use it to answer "did the customer get the email?", "how many times have I resent?", "when did the customer sign?", and "was that signature digital or analog?".

Read the activity feed

The offer must have at least one signature request on it. The activity feed records signature events, not offer creation. If you haven't sent yet, see the guide on previewing, variants, legal texts, and offer link validity.

1. Open the offer in the Portal.
2. Find the Activities or Audit feed on the offer's main view.
3. Scan for the signature events listed below.

Each row shows the event name, the timestamp, and the user who triggered it. If the customer triggered it from the public link, the row shows the customer.

Signature events you'll see

• **Signature request created — The first Send for signature** action. The offer email was sent at this timestamp.
• **Customer notification about signature request sent — A Notify** action (resend). See the Remind customer guide. The customer got a fresh copy of the same email.
• **Signature request withdrawn — A Withdraw** action. See the Revoke offer guide. The link stopped working at this timestamp.
• **Signature request accepted by customer* — The customer signed digitally through the public signing flow. The offer is now Won*.
• **Signature request accepted analogously* — You uploaded a paper signature. See the Upload manual signature guide. The offer is now Won*.

If you're auditing a signed offer, look for Signature request accepted by customer or Signature request accepted analogously. Exactly one of those closes the trail. If you're chasing a customer who says they didn't receive the offer, look for Signature request created and Customer notification about signature request sent. Those tell you when the offer email was sent.

See how many times the customer opened the link

Open the offer's signature row. The view count is shown there, and it increments every time the public link is loaded. The count includes your own opens if you tested the link.

The view count carries forward across resends. If the customer opened the original email five times before you Notified, the count keeps going from there. A single high view count on a signed offer reflects all opens since the original send.

Confirm the offer email was sent

If the customer says they didn't receive the offer:

1. Open the activity feed and find the Signature request created event.
2. Note the timestamp. That's when the offer email was sent.
3. Check the email address on the signature request matches what the customer expects.

If the created event exists and the email address is right, the offer email was sent. It most likely went to spam, or the customer is looking in the wrong inbox.

Pro tip: To get a personal copy of every signature email, enable CC on offer sent in your user profile. From then on, every signature email also lands in your own inbox. This is the most reliable check, since you see exactly what the customer receives.

What the activity feed shows on send

Every signature email appears in the activity feed as a send event, so every signature event lives in one place: Activities.

The Signature request created event is your proof the offer email was sent. If a customer reports a delivery problem, troubleshoot on the customer's end: check spam, verify the email address, and ask the customer to add Reonic to their list of safe senders. Use CC on offer sent to check the email content yourself.

Things to know

• Activity feed entries stay on the record. Useful when an audit asks "did we contact the customer between dates X and Y?".
• Customer-side events are also recorded. Signature request accepted by customer appears when the customer clicks to sign on the public link. That's evidence of customer action.
• Signature links have a validity window. If the customer doesn't sign before the link's validity runs out, the link stops working. To nudge them before then, use the Remind customer guide.

Need help?

• Step-by-step questions about this flow: contact your Reonic account manager.
• Feature requests / something missing: drop a note to your account manager.
• Bug reports: include a screenshot and the URL where it happened in your support email.

Last updated on August 4, 2026