Continue Links — helping a prospect resume a Submission

When you’d send one

Common situations:

• A prospect started filling out a Form but stopped partway through. You want them to come back and finish.
• You ran a Live Intake call and need them to verify or finish remaining steps on their own.
• A prospect promised to upload a document but hasn’t yet.
• The prospect’s session expired and they need a fresh way back in.

Send a Continue Link

1. 1

   Open the Submission.

2. 2

   Find the Continue Link action (usually an option like “Send continue link”).

3. 3

   Pick email or SMS.

4. 4

   Confirm the contact info (or update it if it’s wrong).

5. 5

   Send. The prospect receives the message with a clickable URL.

What the prospect sees

When they click the URL, they’re taken back into the same Submission. Everything they’ve already entered is pre-filled. They pick up at the step they last completed.

They don’t sign in — the URL itself is the authentication. That’s why the link expires in 30 minutes for security.

Token expiry

Continue Link tokens expire 30 minutes after they’re generated. If the prospect doesn’t act on the link in that window, it stops working.

If a prospect comes back the next day saying their link doesn’t work:

1. 1

   Verify the link in their email or text was the most recent one you sent.

2. 2

   From the Submission, send a fresh Continue Link.

3. 3

   Tell them to use the new link within 30 minutes.

There’s no penalty for resending — generate as many fresh tokens as you need.

Email vs SMS

Both options reach the same destination (the prospect’s resumed Submission). Differences:

• Email is unobtrusive and threadable. Best for prospects who prefer asynchronous communication.
• SMS is faster and harder to ignore. Best when timing matters or the prospect is mobile-first.

SMS depends on the consumer having given valid SMS contact info and (depending on your Form’s setup) having consented to SMS contact via TCPA.

What if the prospect’s email is wrong?

If the email or phone on file is wrong, update the Submission’s contact info first, then send the Continue Link. Sending to the corrected destination uses the new info.

Common questions

Is there a way to extend the 30-minute expiry? Not directly. Resend the link when the prospect is ready to act on it.

Will the prospect see what changes I’ve made to their Submission? They see the Submission as it currently exists, including any edits you made. Most edits are invisible to them (Notes, Tags, Status are internal). Edits to their answers will appear if they revisit those fields.

Can I send a Continue Link to a different person, like a spouse? Continue Links are anchored to the Submission’s contact info. To route it to a different person, update the contact info on the Submission first.

The prospect clicked the link and got “form not available.” Why? Most likely the Link the Submission was started on has been archived. Re-enable the Link if you want continuations to work, or contact support for a workaround.