Before you begin
Check the audience before posting. Shared comments are visible to authorised client users. Brokers can select Private to broker & Happl to exclude the client view. Client users cannot see or create these private threads. Replies use the existing audience.
Steps
1. Open the policy, find the document and select View document.
2. For a spreadsheet comment, choose the worksheet and select the relevant cell. For a PDF, navigate to the relevant page. Check the location shown above the comment box.
3. Enter a clear question or comment. If you are a broker and it should not be visible to the client, select Private to broker & Happl.
4. Select Post comment and confirm that the message appears with the correct audience and location.
5. To continue an existing discussion, select Reply in thread, enter Your reply and select Reply. You can add a follow-up to your own message.
6. Use the location label on a thread to return to its page or cell. If the AI panel is open, select Show comments to return to discussions.
Troubleshooting
Post button disabled: Wait until the document has loaded and enter a non-empty comment.
Wrong cell selected: Select Clear cell or choose the correct cell before posting.
Missing discussion: Check the document and your access. Private broker and Happl threads do not appear in the client view; use Load more discussions or Load more replies where shown.
Incorrect comment or audience: Add a correction and contact Happl if sensitive information was shared incorrectly. Do not assume a posted message can be edited or deleted.
Report cannot be actioned: Brokers should also use Report an issue on the policy; a comment alone does not block completion. Client users should contact their broker or Happl.
If the issue is not resolved
Contact [email protected] with the policy, document, thread location and time of posting. Describe the problem without copying unnecessary personal or confidential data into the email.