Cases & Packages: Collect Client Documents Without the Chaos

Collecting documents from clients is one of those tasks that sounds simple but quickly becomes a mess — chasing emails, losing track of who sent what, and manually checking whether everything is in order. Cases & Packages in Crystl is built to fix exactly that. This guide walks you through how it works, from setting up your first Package to having a client upload their documents without needing an account.

The Big Picture

Think of it in two parts — a Package is your reusable document checklist, and a Case is one client's submission against that checklist:

Step 1 — Create a Package

Head to Cases & Packages → Packages tab and click New Package. Give it a name that reflects the process — for example "KYC Onboarding", "Tenant Application", or"Supplier Due Diligence".

Then add your document slots. Each slot is one document type you need from the client:

The Hint field is shown directly to your client on the upload portal — so write it in plain language. "Last 3 months, all pages" saves a lot of back-and-forth.

Once saved, your Package is ready to reuse. You never have to define these slots again.

Step 2 — Open a Case for a Client

Click New Case. Enter the client's name and email address, then pick the Package you just created. Crystl will pre-fill all the required document slots automatically.

You can also set how long the portal link stays active — the default is 14 days. After that the link expires, but you can always resend a fresh one.

Step 3 — Send the Portal Link

Click Send Link and Crystl emails your client a secure, personalised upload portal. They do not need to create an account or log in — just click the link and upload.

The portal shows exactly what is needed, with your hints, and a progress bar so the client knows where they stand at a glance:

As soon as each file lands, its status updates in real time — from Pending to Processing and then Received. When all required slots are filled, the case status flips to Submitted automatically.

Step 4 — Review & Approve

Open the case from your Cases list to review what was submitted. Each document slot shows its current status and lets you take action:

When you reject a document, your reason is shown directly to the client on their portal — so they know exactly what to fix without an extra email thread.

Once every required document is approved, the case moves to Complete. You can then export the full case as an Excel file, Word document, or Markdown — useful for handing off to compliance teams or archiving.

Bulk Import — Open 50 Cases at Once

If you are onboarding a batch of clients at the same time, you do not have to create cases one by one. Use Bulk Import:

1. Click Bulk Import on the Cases page
2. Select a Package — all imported cases will use the same checklist
3. Download the Excel template and fill in your client names and emails
4. Upload the filled file — Crystl validates each row and shows any issues before you confirm
5. Optionally tick "Send portal links immediately" to email all clients at once

Fifty clients, fifty secure upload links, sent in about 30 seconds.

How the Three Pieces Fit Together

Every document collection workflow in Crystl follows the same structure — a reusable Package powers many Cases, each of which gets its own client-facing Portal:

Common Questions

Can a client upload without the portal link?

No — each portal link is tied to a specific case. If the link has expired, open the case and click Resend to issue a fresh one.

What file types can clients upload?

PDF, PNG, JPG, and TIFF. Multi-page PDFs are fully supported — a client can upload an entire bank statement as a single file.

Do I need a Package before opening a Case?

No. You can define document slots manually each time. Packages just save you from repeating that setup for every client.

Does Crystl read what's inside the documents?

Yes — when a slot has a document type linked to an extraction document profile, Crystl automatically reads the uploaded file and pulls out the key fields. For a passport that means the name, ID number, expiry date, and nationality. For a bank statement it means the account holder, account number, closing balance, and transaction list. All of this is available in the case detail view and in exports.

Cases & Packages turns document collection from a manual back-and-forth into a structured, trackable workflow — without asking your clients to sign up for anything.