CPQ and DocuSign Integration

The DocuSign side

The instructions below explain how to integrate a demo tenant with DocuSign. DocuSign integration enables you to send a quote to customer, so they can e-sign the document and send back to sales representative. This shortens the time needed for the entire process to be completed and allows sales representatives to close their deals faster. Please note that DocuSign recommends that you do not add files larger than 25MB to an envelope.

Important notice

If CPQ has already been integrated with DocuSign prior to may 2017 Release, some changes within DocuSign should be performed. Prior to this Release, when integrating CPQ and DocuSign, a DocuSign custom field had to be created through the DocuSign setup process. That custom field had the same format as placeholder \signhere_{r}\. This custom field is not needed anymore since all the mappings are performed automatically. Therefore, customers with an existing CPQ-DocuSign integration need to delete this custom field within DocuSign. If it remains in DocuSign, the first signer of each document will have to sign the document twice.

DocuSign Account Settings

To get started, you must create DocuSign Developers account. Follow next link: DocuSign Developer Link for instructions on how to create an account. You will receive an email from DocuSign to activate the account.
DocuSgin integration account/user needs to have two settings checked on the account otherwise the integration WILL NOT work. This has to be done by DocuSign Support so a support ticket has to be logged to DocuSign if these settings are not checked for the integration user.

  • In-session- Checked (i.e. Enabled)
  • Certificate Enforcement Status- Checked (i.e. Don't Enforce In Session Certificate)

DocuSign Envelope Expiration

When document is sent from CPQ to DocuSign, DocuSign Envelope is created and its expiration time is set. Default expiration time is 120 days. This can be changed in DocuSign settings > Preferences > Account Administration > Reminders & Expirations.

For more details, please refer to the DocuSign - Reminders and expirations article.

DocuSign time out

Clicking on link received through email, DocuSign recepient token is created for current recipient / signer. Recipient token expires five minutes after it is issued by DocuSign. If a recipient token URL is accessed after token expiration, the user is redirected to CPQ callback URL with event code “TTLExpired”.
For more details, please refer to the DocuSign Time Out page.

Set up API request logging

To follow all requests and responses to and from DocuSign API, you should enable API logging. To do so, on in DocuSign settings go to Preferences > Member Options > Permissions. Under the DocuSign API options group, select the Enable API Request Logging checkbox.

The CPQ side

Go to Setup > Providers > Providers. A page containing available providers appears.

Click DocuSign. A page where you can set up DocuSign for your tenant displays.

Integration parameters - email, password and login URL must be provided by DocuSign support. Besides these three parameters, you also need the Integrator key to be set for your tenant. This is preformed by CPQ support. When requesting the integrator key let the support know whether your tenant is on sandbox or production environment.

As soon as you are provided with the information needed, proceed by entering email, password and login URL into the appropriate fields and click Save.

Document Template Tags

DocuSign® tags are used to indicate locations in the document where recipient needs to take action. Also, some tags are used to provide recipient with some information. Some tags are automatically filled with recipient's information.

If tags are added to the document, then signer is forced to sign the document at the exact placeholders in the document (where predefined tag is placed). If tags are not added to the document, then signer / recipient is free to choose place where they will put their signature. In this case, DocuSign will offer a list of all available tags (e.g. Initials, Signature, Date, etc.), so signer can decide what to put where.

Creating templates for DocuSigning

To mark place in the document generation template where signer should put their signature you must insert placeholder \signhere_1\.

Since placeholders will not be replaced by DocuSign (the signatures will be put over them), the text color of placeholders should be set to white (or any other backgorund color that the document has), which will make them invisible in the template document and in the signed document.

Integration statuses

Integrating CPQ and DocuSign, three new statuses must be defined by CPQ admin. These statuses will be used in DocuSign process, as starting and ending statuses of DocuSign integration actions. Three statuses can be named as follows, but CPQ admins are free to pick their own status names:

  • DocuSign Accepted
  • DocuSign Rejected
  • Waiting for DocuSigning

Integration actions

DocuSign integration brings four built-in actions that are available in CPQ Setup :

  • Generate Document E-Sign
  • Change E-Sign Status
  • DocuSign Accepted
  • DocuSign Rejected

The Generate Document for E-Sign action

The only action from this group that is visible in quote layout and that can be triggered by CPQ user is “Generate Document For E-Sign”. Note that this action should not change the quote status. In order to make this action visible in quote layout, you must enable it by setting a Workflow Permission for it.

To do so, go to Setup > Workflow/Approval > Workflow Permissions and assign permission for this action to the particular user type(s).

The Change E-Sign Status action

This action is automatically triggered after generating the document - in the moment when user sends a document to DocuSign. If document processing is successful, the action is triggered and quote moved to the next status. Otherwise, action is not triggered and quote status is not changed.

The DocuSign Accepted action and the DocuSign Declined action

These actions are triggered by DocuSign and also not visible in quote layout. Based on user interaction through DocuSign, one or another action will be triggered. You should set permission for these two actions too as described earlier. You also have to set workflow for these actions.
To do this, go to Setup > Workflow/Approval > Workflow. In the My Quotes tab, set the actions workflow as described in the following section.

Set up workflow to support the DocuSign process

  • Action Generate Document For E- Sign itself should not change the quote status. After the quote is sent to DocuSign using the email form that appears on the screen after the document is generated, quote status should change from “default”, “open” or any other status to “Waiting for DocuSigning” status.
  • Action DocuSign Accepted should lead quote from “Waiting For DocuSigning” to “DocuSign Accepted” status.
  • Action DocuSign Declined should lead quote from “Waiting For DocuSigning” to “DocuSign Declined” status.

Guest User

DocuSign process is performed by a CPQ guest user. Guest user is set in Setup > Quotes > Email Customers / Quote Acceptance Settings.

Guest user should belong to the user type that has permissions for the DocuSign Accepted and DocuSign Declined actions.

Multisign process

The CPQ integration with DocuSign supports signing by more than one signer. This is called multisign process. The following section provides you with the information what should be done on CPQ side to enable the multisign process.
The only setup activity needed to enable the multisign process is to add signature placeholders for all signers to the document generation template(s). Note that if this step is omitted, the multisign process will still be available and functional. That is because DocuSign enables users to put their signature anywhere in the document if no signature placeholder was found. However the general recommendation is to insert placeholders into template documents at the desired place in order to keep the document generation templates well organized and formatted.

No workflow changes should be performed since the quote moves to status “Waiting for DocuSign” upon being sent to signers and remains in that status until all signers sign or decline to sign the document. The placeholder that is used to mark where signers should sign is: \signhere_{r}\ where {r} should be the ordinal number of the signer. The detailed example is provided in the Examples section of this page.

Besides \signhere{r}\ tag, there are three more tags that can be placed into the document generation template which will provide more information about the signers and countersingers.

  • \signer_{r}_name\ - Inserts name of the signer
  • \signer_{r}_company\ - Inserts company of the signer
  • \signer_{r}_position\ - Inserts position of the signer

Countersign process

The countersign process is used by companies that want to use CPQ to also put their own signatures on the document. To set up the process, signers must be defined through CPQ administration first. In CPQ terminology these signers are known as “countersigners”.
As an administrator, you define a list of potential countersigners and then after generating the document users select which (if any) countersigners are needed for the particular document.
Countersigners are defined in Setup > Providers > Providers > DocuSign.

Besides the list of countersigners, the CPQ administrator should modify the Document Generation Template by adding placeholders where countersigners will sign the document. The placeholder format is \countersign_{r}\ where {r} should be the ordinal number of the countersigner. Countersign placeholders, definitions and signing processes are the same as described in the multisign section above.
The detailed example is provided in the Examples section of this page.

DocuSign Document Revoke

CPQ supports the Revoke Document feature, for users who want to void a document that has already been sent to signers, avoiding the need for signers to review an obsolete document. This action can be triggered from the Quote page since it has been developed as standard CPQ Quote action. Action name is “Void Document”.
Workflow should be modeled to move the quote back from “Waiting for DocuSigning” to the previous status, after the Void Document action is triggered. Once the signer clicks on the link received through an email, they will be informed that the document has been revoked.

When the CPQ user generates a new document, a new link will be sent to the signer.


Example of the signing process

To test the DocuSign process, create a new CPQ quote and click on the Generate Document for E-Sign action.

The document sending form displays.

Clicking the Send to DocuSign button, email with link to document for signing is sent. Make sure that you send this email only to one recipient, because the link can be used only by one recipient during DocuSign process. As soon as the document is signed, the link expires and becomes invalid. A success message is displayed at the top of the form. The quote status changes to Waiting for DocuSigning.

The received email contains a link leading to the document in DocuSign.

Click the link to access DocuSign. You are redirected to the DocuSign page where you should agree to use electronic records and signatures and decide which action to undertake. There are a few actions available:

  • Sign the document
  • Decline to sign the document
  • Sign on paper and upload or fax the document back
  • Finish the signing process later

As soon as you agree, the Continue button is enabled. Clicking the button, you are introduced to the document and actions to choose from.

Use case 1 - You choose to accept to sign the document

If you did not put signature placeholders in your document earlier, you can choose a place in the document where to sign. Click Signature on the left side and drag and position your signature. You can also choose to put your initials or name instead. There are a few more options that can be added (date, email address, company name, etc.).

When you are done, click the Finish button. This way, the process is complete.

The generated and signed document appears in the Documents tab on the quote. Quote status is updated to DocuSign Accepted.
The Additional Info column in the Documents tab displays the following information:

  • The date and time the document was sent for signing
  • The name and email address of the designated signer
  • The date and time of signing
  • The provider used to sign the document (DocuSign)
  • The name and email address of the user who signed the document

The visibility of the Additional Info column depends on the Additional Info Visibility application parameter, which has to be set to TRUE. The parameter can be accessed in Setup > General > Application Parameters > Shopping Cart and Quotes.

Use case 2 - You choose to decline to sign the document

If you do not want to sign the document, you can select the appropriate action from the action list.

Clicking on the Decline to sign action, you are prompted to choose whether you want to decline the document immediately or finish later.

If you click the Continue button, a new prompt is displayed where you can enter your comment (comment is not required).

Clicking the Decline to sign button, the quote status changes to the DocuSign Declined status. In addition, the Additional Info column displays the date and time the request was declined, the name and email of the person who declined the request as well as the reason for declining to sign the document.

Use case 3 - You choose to sign the document manually

If you prefer to sign the document manually, click the Print & Sign button.

Once you click the button, a new prompt displays, where you should choose how you are going to return the document - whether by uploading or sending the document by fax.

Moreover, you can also download, and then upload the document back.

Multisign process example

In the example, two placeholders are added to the document generation template where two signers should sign the document.

Since placeholders will not be replaced by DocuSign (the signatures will be put over them, the text color of placeholders was set to white, which made them invisible in the template document and in the signed document.

Clicking on the Generate Document for E-sign action and picking the particular Document Generation Template, an email form for sending the document to signers gets displayed.

The form is used to define both the signers and countersigners.

The multisign feature also allows users to instruct CPQ to request signers to sign in a defined order. If the Complete in Order toggle switch is enabled, an email with the DocuSign link is sent to signers successively, not at once. This means that the signer will receive the link only after all signers listed before them sign the document. Alternatively, if the toggle switch is not enabled, the DocuSign link will be sent to all signers at once.

It is also possible to mark a signer as required. The image below shows that two signers are defined and that the Complete in Order toggle switch is active. One signer is required, whereas the other is optional.

When you click Send to DocuSign, the designated signer gets the email with the link to DocuSign.

Upon clicking the link, the user will be redirected to DocuSign. Clicking Next, DocuSign will position the cursor at the placeholder that was previously defined in the document template.

Once positioned, the user can sign the document by clicking the Sign button placed over the placeholder.

The user can then select whether to put their full name or initials into the signature.

Clicking Adopt and Sign places the signature over the placeholder. The last step is to click Finish.

After the first signer has signed the document, an email will be sent to the next signer. Even though the second signer is not marked as required, the signer has to click the link received via email and then click Finish on the DocuSign side, whether he signed the document or not.

Once the second optional signer clicks the Finish button, the document obtians the DocuSign Accepted status, and the DocuSign process is completed.

Countersign process example

In the example, two placeholders are added to the document generation template where two countersigners should sign the document.

Since placeholders will not be replaced by DocuSign (the signatures will be put over them, the text color of placeholders was set to white, which made them invisible in the template document and in the signed document.

Clicking on the Generate Document for E-sign action and picking the particular Document Generation Template, a new email form for sending document to signers and countersigners appears.

The CPQ user has the ability to control whether the countersigners should sign the document before signers and whether countersigners should sign the document in the defined order.

In addition, it is also possible to mark a countersigner as required. As shown in the image below, two countersigners are defined, and the Complete in Order toggle switch is not enabled. One countersigner is required, whereas the other one is optional.

When you click the Send to DocuSign button, an email with DocuSign link is sent to countersigners first. Since the Complete in Order toggle switch is not active, both countersigners will receive the email at the same time.

The required countersigner will have to sign (or decline) the document. The optional countersigner does not need to sign the document. However, the optional countersigner will have to open the received link and click the Finish button, so the process can continue. The image below shows the situation when the required signer has already signed the document and the optional countersigner clicks the button to complete the signing process for countersigners.

After countersigners complete the signing process, the link is sent to signers. The particular CPQ quote is still in the Waiting for DocuSign status since the signing process has not yet been completed on the signers’ side.

The process is completed once the required signer signs the document and the optional signer either signs or clicks Finish. The quote moves to the DocuSign Accepted status.

You are here: SAP CPQ Online HelpUser Side HelpCPQ and DocuSign Integration