By inviting a customer to the Customer Portal, the customer will be able to see inspection reports, service reports, proposals, and invoices published to the portal.
A customer must be invited to the portal and associated with a building or account in order to view these documents. Once invited, customers can also have their Customer Portal access adjusted, which will be covered in this article.
Moreover, customers can be invited to the portal when you are creating the contact for the first time, or afterwards via the “Edit Contact” screen. Both methods will be covered in this article.
Inviting a New Contact to the Customer Portal
Contacts can be invited to the portal as they’re created.
To do so, create a new contact, and at the bottom of the “New Contact” screen you will see a checkbox titled “Invite to Customer Portal.” Check this box to invite the contact. You’ll notice additional checkboxes for Customer Portal Access. These options will be covered later in the article.
You also have the option to automatically invite contacts once they’re created. To utilize this feature, navigate to your Customer Portal Settings. Here, you will see an option titled “Invite new contacts to Customer Portal.” Check this box and all new contacts will be invited to the portal automatically.
If you’d prefer to manually invite contacts to the portal, you may leave this option unchecked.
How to Invite Existing Customers to the Portal
To invite an existing contact to the Customer Portal, navigate to the “Edit Contact” page for your desired contact.
From here, click “Invite to Customer Portal” next to Customer Portal Status. NOTE: An email must be attached to the contact in order for them to receive your invitation.
Your customer will receive an email like the one below with a link to register:
Before a contact is invited, their Customer Portal status is "Not Enrolled." Once they're invited, their status changes to "Invited." When they register, their status changes to "Enrolled." You can view the portal status on the Contact Listing screen, and also filter by it to see the status of each contact.
In addition, for each contact you can resend the invitation by clicking "Resend Invite."
By clicking "View Status History," you can see a timeline of when invitations were sent, if the link was opened, and if the customer registered.
You can also bulk invite all your contacts at once from the contact listing page. To do this, click the checkbox next to "Send Invite." This will select all your contacts. From here, you can either click "Send Invite" to send customer portal invites to each contact, or you may unselect any contacts you don't want to invite.
Don't worry about unselecting those who have already been enrolled in the portal. Our system will automatically skip those contacts.
Linking a Contact to an Account / Building
Now that your contact has been invited to the Customer Portal, they need to be associated with an account or building in order to view reports and information in the portal.
This may have been done as the contact was created, but if not, here is how to link it to an account and/or building.
First, navigate to the desired account. Next, click the “Contacts” tab. Select the dropdown, find your desired contact, and click “Add.”
The contact will now be added to the account and can see related information in the portal. Importantly, this contact will be able to see all buildings associated with this account.
To associate a contact with a building, first navigate to your desired building and click the “Contacts” tab. Here, you can either create a new contact, or search from existing contacts. With existing contacts, clicking the green plus button next to their name will add them as a contact to the building.
The contact will now be added to the building and can see related information in the portal.
Managing Customer Portal Access
Now that your contacts have been invited to the portal and are associated with an account and/or building, their access can be limited to certain areas of the Customer Portal.
A common example is choosing to hide invoices from certain contacts.
To control what contacts can and cannot see, navigate to the “Access” section on the “Edit Contact” screen.
Here, you will see four checkboxes. Below is a breakdown of each area in the Customer Portal and what contacts will see when given access:
- Inspection Reports - Inspection reports at a building
- Service Reports - Service reports at a building
- Proposals - Proposals created for a building or account, as well as a web view of the proposal
- Invoicing / Payment Methods - Invoices for a building or account. Customers can also make a payment from the portal if the payments are enabled in their instance.
Again, these settings control how much a contact can see in the Customer Portal, but they must first be associated with an account or building to see anything at all.
Suspending Customer Portal Access
Contacts can be suspended from the Customer Portal at any time. To do so, navigate to the “Edit Contact” screen for the desired contact.
Scroll down, check the “Suspend Account / Disable Access” checkbox, and enter the note you’d like your customer to see the next time they attempt to log into the portal.
Clicking “Save” at the bottom of the screen will confirm this change. Simply uncheck this box to reinstate access to this contact.
A link to the Customer Portal can be accessed from the dashboard in the office.
To reset a password in the Customer Portal, click on the “Forgot Password?” button on the log-in screen.
The customer will now be given an email with instructions to reset their password.
Need help? Contact our Support Team at firstname.lastname@example.org or submit a support ticket through the "Submit a request" link above.