The client experience

When you create a household and send an invitation, your client receives an email with a link to your branded portal. This article covers what clients see, what they can do, and how the advisor and client workflows connect. For the marketing overview of how full white-label works at the firm tier, see White-label estate planning for RIAs and firms.

The invitation flow

Clients receive an invitation email from your firm (branded with your name and logo if configured). The email contains a link to create their account. They set a password, verify their email, and land on the client dashboard.

If your subdomain is configured, the invitation link points to yourfirm.usebancroft.com. The client sees your brand from the very first interaction.

The client dashboard

The client dashboard is their home screen. It shows:

• A welcome banner with their name and advisor contact information.
• A snapshot of their estate plan status: which documents exist, which are recommended.
• Quick access to My Documents, My Info, and the Digital Safe.
• Notifications about pending actions: questionnaires to complete, documents to review, check-in reminders.

My Info

The My Info section is where clients manage their personal information, asset inventory, and important people. Data entered here pre-populates questionnaires so clients do not have to re-enter information for each document.

• Personal information: name, date of birth, address, contact details.
• Family members: spouse, children, dependents with relationship details.
• Assets: real estate, bank accounts, investments, insurance, business interests.
• Important People: executors, trustees, agents, guardians, beneficiaries with contact information.

Advisors can see everything the client enters in My Info from the household detail page. Changes sync in real time.

Completing a questionnaire

Advisors can start a document and assign the questionnaire to the client to fill out. When a document is assigned to a client, it appears on their dashboard as a pending task. Advisors can review progress and discuss answers with the client, but the client provides their own information directly.

The client questionnaire experience is the same as the advisor experience: plain-language questions with help text, autosave, progress indicator, and repeatable sections. The only difference is that clients do not see the "Generate" or "Finalize" buttons. Those actions remain with the advisor.

My Documents

Once a document is finalized, it appears in the client's My Documents section. Clients can:

• View the finalized document in the browser.
• Download it as PDF.
• See execution status: whether the document has been signed, witnessed, and notarized.
• Access funding letters (if a trust has been finalized and funding letters have been generated).

Clients cannot edit or delete documents. All modifications go through the advisor.

Digital Safe

Clients access the Digital Safe from their dashboard. They can upload their own files (insurance policies, deeds, account statements), view the Document Tracker, and write their Legacy Letter. For full details, see the Digital Safe article.

Funding letters

When a revocable trust is finalized, the platform auto-generates funding letters from the household asset inventory and the advisor approves them in batch. Clients then see the letters in the client portal. For each funding letter, clients can:

• Download the letter as PDF.
• Download a ZIP packet of all funding letters.
• Mark a letter as mailed (tracks the date).
• Upload proof of mailing (a receipt or tracking number, encrypted and stored in the Digital Safe).

Account settings

Clients can manage their own account settings: change email, change password, and enable two-factor authentication. They can also view their advisor's contact information and the support email for their firm.