Customer portal: sign-in, what customers see, and their requests

Overview#

The customer portal is one place where a customer sees everything they have with you: upcoming visits, options waiting for approval, invoices and receipts, saved cards, memberships, their home's equipment, messages, and referral and review links. Customers sign in with a one-time link sent to the mobile number or email on file. There are no passwords. Requests customers make in the portal never change the schedule by themselves: each one opens a task for the office.

Before you start#

• Portal settings need portal.manage (Owner, Admin).

• Copying or texting a sign-in link from the customer page needs portal.share (Owner, Admin, Dispatcher, Customer service).

• Resolving portal requests needs jobs.write. Every office role can read them.

• Sign-in links go out by text or email, so texting and email should be set up. Without them, the portal says it can't send links and asks the customer to call.

Steps#

Turn the portal on#

1. Go to Settings › Marketing › Customer Portal & Reputation.

2. Tick Customer portal is on. The page shows the address where customers sign in.

3. Under Your brand on customer pages, add a Logo URL (optional), an Accent color (optional) and a Welcome message (optional).

4. Choose what customers may ask for: Reschedule requests, Cancel requests, and Notice needed (hours). Closer to the visit than that, customers are asked to call instead.

5. Click Save.

Give a customer access#

1. Customers can sign in themselves: at the portal address they enter their Mobile number or email and tap Send my link. The link works once and expires in 15 minutes.

2. Or, from the office: open the customer and find the Customer portal card.

   • Copy sign-in link shows a link you can paste (works once, 72 hours).

   • Text sign-in link texts it to their mobile number.

3. When the customer opens the link they tap Continue and stay signed in on that device for 30 days.

4. To cut off access (for example, a lost phone), click Sign out everywhere and confirm.

What the customer can do#

• Your visits: see upcoming visits with the technician, open Details, and use Ask for a new time or Cancel this visit (within your rules).

• Options waiting for your approval: tap Review to approve on the job's One Link.

• Need something done?: describe the work in What do you need? and suggest Days and times that work. They can also Book a visit online when online booking is on.

• Invoices and payments: open invoices, pay, see payment history and saved cards.

• Memberships: what's covered, visits left this term, and Ask to renew.

• Your home and equipment: equipment on record, recommendations and the Home passport.

• Messages: write to you with Send message.

• Preferences: Don't ask me to stop review requests.

Work portal requests#

1. Each request opens an office task. You'll also find all of them on Marketing › Reviews under Open portal requests.

2. Each row shows the request type (Reschedule request, Cancellation request, Service request, Membership renewal, Recommended work), the customer, their note and preferred times, with links to the job or lead.

3. Do the work in the schedule (reschedule the appointment, book the job), then click Done. If you won't do it, click Decline.

Settings that change this#

• Settings › Marketing › Customer Portal & Reputation: portal on/off, branding, request rules, review requests and the referral program.

• Settings › Communications › Web Appointments: whether Book a visit online appears.

• Settings › Integrations › Payment Processing: paying invoices and saved cards in the portal.

Tips#

• Text the sign-in link while the customer is on the phone. It's the quickest way to get them in.

• A short Notice needed (hours) (for example 24) avoids last-minute cancellations through the portal.

• The Customer portal card shows the customer's last visit, so you know whether they use it.

Troubleshooting#

• Customer says no link arrived → the contact they typed doesn't match the one on file, or texting/email isn't set up → copy a link from the customer page and send it another way.

• "That sign-in link has expired or was already used" → the self-service link lasts 15 minutes and works once → request a new one.

• The Customer portal card says "Turned off in Settings → Customer portal." → the portal is off → turn it on in Settings › Marketing › Customer Portal & Reputation.

• No Text sign-in link button → there's no mobile number on the customer → use Copy sign-in link.

FAQ#

Do customers need a password? No. Every sign-in uses a one-time link.

Does a reschedule request move the appointment? No. It opens a task. The office moves the appointment.

Can customers see technician notes or costs? No. The portal shows only customer-facing information.

Coming from ServiceTitan#

• Same idea as: ServiceTitan's Customer Portal (visits, invoices, payments, estimates).

• Different: sign-in is a one-time text or email link, not a username and password. Requests become tasks for the office instead of changing the schedule.

• Where it lived: ServiceTitan's customer portal settings map to Settings › Marketing › Customer Portal & Reputation.