Setting up Expected Documents the right way

💡 Before you start … What are Expected Documents? Think of Expected Documents as your document checklist. Instead of letting clients upload whatever they want, you define exactly which documents you need, from which person or company and Ondorse guides your clients through it automatically in the portal. Once uploaded, Ondorse matches the document to your checklist and marks it as ✅ done.

Ondorse allows for highly granular configurations, enabling you to define which documents are requested, optional, or not needed at all based on country, legal form, risk profile, or any other client attribute.

1. Create a new Expected Document

Go to Settings → Expected Documents → Add expected document.

Step 1: Set up the document name and description

Define the name and description of your expected document as they will appear in your portal.

• A markdown feature is available for the description. Use it to provide as much guidance as possible to your clients and significantly improve your conversion rate.

• You can also insert a template link so clients can download a document to fill in.

Step 2: Choose who should provide the document (“Asked to”)

⚠ This is the setting most clients get wrong. If you ask for a document from the wrong person, Ondorse won’t match it correctly…. even if the document is uploaded.

Pick who the document should be asked for — your portals will adapt dynamically 🪄

📄 See also: Understanding related parties and roles

Step 3: Set up your country-specific configuration

Ondorse’s approach to expected documents is especially powerful for adapting requirements across different countries.

Default configuration (simplest)

Select All countries and one or more Global document types. These will be requested from your client regardless of their country.

Restricting a document to a specific country

Use this when a document only exists in one of the countries you operate in.

Differentiating document names by country

Suppose you operate in France, the UK, and Germany, but also have clients worldwide. You want to request each client’s Articles of Association, but under different names depending on the country.

To do this:

1. Add an expected document that applies to All countries

2. Then specify, per country, which particular document(s) you will accept

Example:

Step 4: Set up compliance requirements

Is the document required?

Toggle “Is required?” to yes if this document is mandatory for your compliance policy. Cases won’t be considered complete until this document is present.

You can leave this unticked when:

• The document is commercial (not compliance-related)

• The document is only asked on specific occasions (available to your team for manual portal requests)

When you mark a document as required, three things happen automatically:

• The document appears in the Document Collection Tracker in your cases

• You are offered the option to add a Document Collection + Validation task to your workflow

• The tracker and task adapt to whether manual validation has been requested

Should the document be asked to the customer in the portal?

You can choose to require the document in portal requests and make it mandatory or not.

💡 Pro tip: For countries with document download available from public registries, set up a Document download task. The document will be automatically retrieved — your customer only needs to confirm it’s correct. No upload needed.

You can also enable AI-assisted pre-validation to warn customers when the wrong document type has been uploaded.

Finally, set up a help guide to help your customers understand exactly what to submit and how to stay compliant at every step.

2. How does Ondorse match uploaded documents?

When a client uploads a document in the portal, Ondorse automatically runs 4 checks to decide if it matches one of your Expected Documents:

✅ All checks pass → Document matched. It is marked as fulfilled in the case view. When all required Expected Documents are matched, the case is complete.

⚠ Document uploaded but not matched? One of the 4 checks failed. The most common causes: wrong document type configured, document uploaded by the wrong person, or condition not met. Review your configuration in Settings → Expected Documents.

3. Do I need conditional documents?

Use this decision tree to figure out whether you need a standard or a conditional Expected Document:

4. How to add a condition to an Expected Document

Activation conditions allow you to fine-tune when specific document requests are triggered. Instead of applying the same requirements to every client, you can set up rules so that certain documents are only requested when particular criteria are met.

Step-by-step:

1. Open the Expected Document you want to make conditional (Settings → Expected Documents → click the document)

2. Click “Add condition” — this opens the condition builder (the same rule engine used in your workflow)

3. Build your condition:

   • Pick an existing activation condition you’ve already configured, OR

   • Use the ✨ condition builder to create a new one on the spot

4. Save and test in the sandbox before pushing to production

✅ Important: The condition is evaluated when the portal is opened, not when the document is uploaded. If the condition is not met at that moment, the document won’t be requested.

Real-world condition examples:

5. Tips to avoid common mistakes

Related articles

• 📄 Understanding related parties and roles

• 🔍 How to use conditions in Ondorse?

• 🤖 UBO autofill from document in portal

• 📊 Document Collection Tracker

• ✅ Document Collection + Validation task

• ⬇ Document download task

• 🤖 AI-assisted pre-validation

• 🧭 Set up a document help guide in portal

Still stuck? Share a screenshot of your Expected Document configuration and the case in question with our support team at support@ondorse.co

we’ll review your setup and tell you exactly what to fix.