Docusign integration - can't see "create from template" option

[Maddie2W]

I have my Docusign account connected to Hubspot and can see the integration in the middle pannel on my contacts. However, I can only see the option to create a new envelope, not to create an envelope from a template. Every article I read from Hubspot says that this should be an option, and it isn't. Their chat bots also can only tell me to look for that option, but not how to trouble shoot if the option is not there. Has anyone been able to resolve this?

[karstenkoehler]

Hi @Maddie2W,

Could you follow these steps? https://knowledge.hubspot.com/integrations/use-hubspots-integration-with-docusign#create-and-send-en...

When creating a new envelope, you should be able to select whether you want to use a template or not right after.

Best regards

[Maddie2W]

I'm not sure who marked this as the solution - it is not. My relpy to why this solution does not work is on this thread.

Thanks,

Maddie

[Maddie2W]

Thank you for your reply. I guess I am actually having a different problem than I originally represented. I attached a screenshot of what I see when I try to create a new Docusgin document for a contact. My account is already connect, and I've double checked that the integration is connected, but it won't let me select a docusign account when I go to create a new contact. I think because of this I am not able to select a template after this step.

[kennedyp]

Hey @Maddie2W -- often when we see accounts not loading as expected, it is due to some permissions on the DocuSign side. Are you by chance a user in multiple DocuSign accounts? Have you tried uninstalling the integration and reinstalling it or verifying the proper DocuSign account is enabled in your integration settings? 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left panel, navigate to Integrations > Connected apps.
• Click DocuSign. 

If you are a user in multiple accounts, all accounts will be connected to HubSpot. 

• In the top right, click Actions > Change connected account.
• In the pop-up window, click the Choose an account dropdown menu to select a different connected account.
• Click Change account.

To view all connected users:

• Click the Connected users tab.
• The table shows all HubSpot users and DocuSign user accounts, and the connected status. 

Best,
Kennedy

[Maddie2W]

Thanks, Kennedy. Can you be more specfic about where I can find actions > change connected account? I don't see this option anywhere in the middle pannel, and I can't find it in the integration settings.

I have disconnected and reconnected my Docusign account multiple times. This has not changed how the integration works for me so far, or any of the options I am offered.

[kennedyp]

Thanks for confirming that you have tried this! Have you also spoken to your Docusign admin to make sure you have full account access/access to those templates in your Docusign account? I know that's a basic step, but just want to cover all of our bases. 

I unfortunately do not have the integration installed, but I found those steps in this Knowledge Base article linked above. Could you share screenshots of what you see when you navigate to the integration page? Be sure to exclude any personal information like your email! 

[Maddie2W]

Hi Kennedy,

I have asked Docusign about this integration before, but since Hubspot is the creator of this integration they claim to have no knowledge of how to fix it or trouble shoot. I am the creator of all the templates within Docusign for our business, so I should have full access to them on my account. Is that what you mean? I am also the super admin of the account, so there should be no issues there.

There's not much to take a screenshot of when I reconnect this user, and when I uninstall and reinstall the app, since it just says the connection is successful each time after I log in to Docusign. I have followed the instructions on the document you linked and I am not seeing any more success

[kennedyp]

Thanks @Maddie2W -- if the integration is fully connected to HubSpot, then more than likely it is a template permission issue in DocuSign. 

Your account has access to HubSpot Support, so I recommend opening a ticket for a more thorough investigation. The Support team can access your account from the backend to get a quicker resolution.  😊

[Jaycee_Lewis]

Thank you for taking a look @karstenkoehler 🙌 — Jaycee

[Jaycee_Lewis]

Hey @Maddie2W 👋 I moved this over to a different part of the community where I've seen more questions for this integration. You didn't do anything wrong by posting here, I just want to try to get more eyes on this for you from our community members.

Best,

Jaycee