

To send a communication, use the buttons on the Communication console. See Communication console for notification options.
Note: Once you've sent a communication or questionnaire, you can't retract it. If necessary, a system admin can create and send a new communication or questionnaire. For more information, see Creating a communication.
The Communication details page appears once you create a communication in Legal Hold. Access the communication details by clicking the communication from the communication tab in a project details page.
From here, you can view all details related to that communication.
Use the Communication console to take an action related to that communication. Buttons are shaded gray when the action is unavailable.
Send Communication
Preview
Preview Portal - preview what the custodian will see in the Custodian portal. If there's a questionnaire attached to the communication, you can click To Questionnaire to preview and interact with the questionnaire that the custodian will see. Note that in preview mode, you can't submit any questionnaire responses that you might have selected during your preview.
If previewing a questionnaire with a communication, you can click To Communication to return to the communication preview.
Note: In order to use the Preview feature, the Communication Portal Content tab must have the following fields populated: Acknowledgement Required, Questionnaire, Portal Detail. See Communication details.
Remind/Escalate
Acknowledge
Reports - run a project-specific report from this section. The report appears inline. See Report types for more information about each report. Note that you may not be able to view all reports depending on your permissions.
You can schedule email acknowledgement and general hold notice communications to be sent to a custodian or custodians. Scheduling a communication is done in the third step of the project wizard. To set a schedule, follow the steps in the third step of the project wizard. For more information, see Schedule.
You can send a reminder to a custodian using a specified reminder communication. Use reminders to prompt a custodian to acknowledge participation in a hold, or respond to a questionnaire if they're unresponsive.
You can also utilize the global reminder functionality to send periodic reminders to all active, on-hold custodians to review their hold obligations. See Enabling reminders.
To send a reminder:
You can schedule automatic reminders from the Reminder & Escalation tab.
To schedule an automatic reminder:
You can send an escalation to a custodian's designated manager. See Communication details. Use escalations when a custodian is non-responsive or to have the manager acknowledge participation on a hold or respond to a questionnaire on behalf of the custodian.
To send an escalation:
You can schedule automatic escalation from the Reminder & Escalation tab.
To schedule an automatic escalation:
If enabled in Legal Hold Settings, general hold notices or email acknowledgements need to be approved if created by users that don't have the Approve communications permission. See Legal Hold Settings for more information. They will have to send the communications to admins that have the approve communications permission. For more information, see Securing a project.
In the Communications tab within the project details, all communications within the project are listed with a status. The statuses are Approved, Approval pending, and Approval required. Only communications marked Approved can be sent out by users without approving communication permissions. The communication cannot be modified once it is approved.
When sending a communication and it needs to be approved, follow the steps below:
Note: During this time, the communication button to send out a communication is disabled.
Once the communication is submitted for approval, an email is sent to the approval user and the Approval Status is listed as Pending Approval in the Communications tab on the Projects Details page. For more information on being a user that can approve communications, see Securing a project.
When you receive the request for approval email, click the link within the email to open the document for review.
Note: Making updates to the content is optional. You can also add notes instead of revisions to send back for updates.
Once the communication is approved, the Send Communication button becomes available in the console and any user with communication permissions can use the custodian picker buttons. From the approval time moving forward, the communication can be sent out to whoever and whenever. Changes to the communication cannot be edited after it has been approved.
A custodian may be unable to acknowledge, or officially accept, their participation in a hold. For example, the custodian doesn't have an email address, the custodian interaction level has been set to Redirect, or they are no longer with the company. In these cases, the hold owner can acknowledge a custodian's participation on behalf of the custodian if necessary.
To acknowledge on behalf of a custodian:
On this page
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