# Negotiate from inside Salesforce

> Reply to questions, leave internal notes and accept or reject redlines without leaving the record.

Tally Sign University › [Salesforce](https://www.tallysign.com/university/salesforce)

## Reply and leave notes

Customers negotiate on the signing page. Here the customer asked a question, suggested an edit to the terms and requested a change to the order summary.

![The customer's signing page with a question, a suggested edit and a change request](https://www.tallysign.com/university/salesforce/signer-panel.png)

*The customer's side: Questions & changes on the signing page.*

You see it all on the record. In the **Tally Sign** tab, the **Document** tab shows a count when there are open changes or a question waiting for a reply. Suggested edits are marked on the page, and **Changes** and **Chat** sit beside it.

![The Document tab with a suggested edit marked on the page and the Changes list beside it](https://www.tallysign.com/university/salesforce/record-view-redlines.png)

*Open changes on a quote.*

1. Open the **Document** tab and choose **Chat**.
2. With **Reply to Dana** selected, type your answer. Press Enter to send. It goes under Dana's latest question; to answer a different message choose **Reply** under it, or clear the reply to start a new topic.
3. To talk to your team only, choose **Internal note** first. The composer turns yellow.

Replying to the customer needs a seat. Anyone who can open the record can leave internal notes. Internal notes never reach the customer. They don't run automations that email signers, send reminders or send documents, whatever the automation's settings.

Once the signing link has expired, replies and decisions wait: the customer can't open the page. Choose **Edit and resend** to send a fresh link first. Internal notes still work.

![Replying to the customer from Chat](https://www.tallysign.com/university/salesforce/embed-reply-composer.png)

*The customer sees replies on the signing page.*

![Writing an internal note in Salesforce](https://www.tallysign.com/university/salesforce/embed-internal-note.png)

*Only people at your company see internal notes.*

![The conversation with the question, a reply sent via Salesforce and an internal note](https://www.tallysign.com/university/salesforce/embed-conversation.png)

*Messages sent from Salesforce are marked via Salesforce.*

## Accept, reject or counter

In the **Document** tab, choose **Changes**. Deciding changes needs a seat.

![A suggested edit with Accept, Reject and Counter, and a change request with Edit document, Mark resolved and Reject](https://www.tallysign.com/university/salesforce/embed-redlines.png)

*Changes: a suggested edit and a change request.*

| Card | Actions |
| --- | --- |
| Suggested edit | **Accept**, **Reject**, **Counter** (edit the wording and publish your version; the customer is told it differs from theirs), **Show in document** |
| Change request | **Edit document** (make the change in a new version), **Mark resolved** (after you've made the change), **Reject**, **Show in document** |

1. For a change request, choose **Edit document**, then **Unlock and edit**, make the change and send the next version. The request is marked resolved when it's sent, and the customer is told.
2. Or, if the change is already made, choose **Mark resolved**, add a note for the customer and choose **Mark as resolved**.
3. For a suggested edit, choose **Accept**, add an optional note and choose **Accept and publish**.

A countered edit is labeled **Countered**. Decided changes are folded away; choose **Show … decided** to see them. Other open changes stay open while you edit and carry over to the next version, so you can still decide them. A suggested edit to a section you rewrote is closed, and the customer is told why.

![Resolving a change request with a note](https://www.tallysign.com/university/salesforce/embed-resolve-request.png)

*Resolve with a note the customer will see.*

![Accepting a suggested edit with a note](https://www.tallysign.com/university/salesforce/embed-accept-edit.png)

*Accepting publishes a new version. Anyone who already signed is asked to sign again.*

![The accepted edit, and the envelope now on Version 2](https://www.tallysign.com/university/salesforce/embed-after-accept.png)

*The envelope moves to Version 2 and the customer is asked to review it.*

> **Why it matters:** Reps negotiate where the deal lives. Every decision is also logged on the Envelope record for reporting.

Next guide: [Envelopes, reports and the dashboard](https://www.tallysign.com/university/salesforce/envelopes-reports-and-dashboard)

Source: https://www.tallysign.com/university/salesforce/negotiate-in-salesforce