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Documents

The Documents library stores files that should stay close to CRM records and operational work: PDFs, contracts, proposals, collateral, menus, schedules, SOPs, speaker files, supplier files, event documents, and protocol attachments.

Route: /organizations/:id/documents

Document detail route: /organizations/:id/documents/:documentId

Documents can also appear in customer, project, event, protocol, and milestone contexts.

What A Document Record Stores​

A document is an organization-scoped file record. It has its own metadata and links to the uploaded file, but it can also be connected to other CRM entities.

Document records can carry:

  • Name: display name for the file.
  • File link: stored file reference and MIME type.
  • Organization: owning organization.
  • Created by: user who uploaded or created it.
  • Customer: optional customer link.
  • Project: optional project link.
  • Event: optional event link.
  • Tags: document-specific tags.
  • Assigned users: internal users responsible for or allowed to work with the document.
  • Assigned customers: contacts connected to the document.
  • Protocols: interactions that reference the document.

Document Sources​

The document list can include more than one source type:

  • Document records: first-class CRM document library entries.
  • Tile PDFs: legacy or tile-based PDF files surfaced from landing page/tile context when the document list includes tile PDFs.

This distinction matters in support: a tile PDF may link back to a landing page, place, or tile rather than a normal document detail record.

Where Documents Appear​

Documents can be opened from:

  • Organization document library.
  • Customer detail document tab.
  • Project document tab.
  • Event detail context.
  • Protocol details where a document was attached.
  • Source links such as landing page PDF tile context.

If a file appears in one place but not another, check which entity it is linked to.

Creating And Editing Documents​

Users with document edit permission can create documents by uploading a file and assigning metadata.

Common editable relationships:

  • Customer.
  • Project.
  • Event.
  • Tags.
  • Assigned users.
  • Assigned customers.

Changing a document's links can affect where it appears. For example, removing the project link can remove it from the project document tab while the document remains in the organization library.

Documents And Protocols​

Protocols can include file attachments. Those files can show up as related document context depending on how they were stored and linked.

This relationship helps explain:

  • Meeting notes with attached PDFs.
  • Contracts attached to a call protocol.
  • Event or project documents referenced from an interaction.
  • Files that appear in a document detail page with protocol references.

Documents And Projects​

Project documents keep delivery artifacts in one place. Common examples:

  • Proposals.
  • Agreements.
  • Schedules.
  • Sponsor assets.
  • Floor plans.
  • Project briefs.
  • Post-event reports.

Project document visibility still depends on document permissions, even if the user can open the project.

Documents And Events​

Event-linked documents can support attendee operations, internal planning, or guest-facing materials. For example:

  • Name label templates.
  • Event programs.
  • Ticketing instructions.
  • Speaker files.
  • Venue documents.
  • Internal run sheets.

Support should check whether the document is linked to the event itself, its project, a customer, or a protocol.

Permissions​

Document navigation appears when the user can list or read documents. Creating, editing, deleting, and assigning documents depend on document permissions.

Document access may also be limited by assigned-only scope. In that case, a user may only see documents assigned to them, assigned to their customer/member context, or linked through records they are allowed to access.

Common Support Scenarios​

A document is missing​

First verify the active organization, document permissions, and assigned-only document scope. Then compare the organization library with filtered customer, project, or event tabs; clear search and tag filters; and confirm whether the file is a tile PDF rather than a first-class document.

A document appears under the wrong source​

Check the document's customer, project, event, and protocol relationships. The source label often reflects the most specific relationship the list can resolve.

A user cannot upload or edit documents​

Check document edit permission and whether the user is blocked or limited by assigned-only scope.

A tile PDF cannot be edited like a normal document​

Tile PDFs originate from landing page/tile context. Open the related landing page, tile, place, or PDF tile configuration if the source points there.

Related concepts: Customers, Events.