Portal users: creating and managing
Every client with portal access has an account that is always linked to a contact in the CRM. Two creation routes: agent via CRM (immediately active), or client themselves via portal registration page (verification code required).
When to use this?
Section titled “When to use this?”- A new contact you want to give portal access
- A lead who registered themselves and you want to see what happened
- A client who forgot their password, you want to know if you need to help
Two creation routes
Section titled “Two creation routes”Most commonly used method. You maintain control over who gets access.
- Open contact record in CRM.
- Click portal user action.
- System creates account: first name, last name, email taken over. Temporary password of 8 characters generated.
- Client receives email with password + portal link. First login: change password.
What happens automatically:
- Contact marked as portal user
- No agent linked? → company administrator set
- Activity logged on contact
- Portal language = contact language (otherwise English)
When you place the portal link on your website and clients take the initiative themselves.
-
Client opens portal URL with your company ID. Without a valid
idparameter: information page. -
Client clicks Sign up and fills in registration form:
- First Name, Last Name (min 3 characters each)
- Email, Password (max 100 characters)
-
Optional: language + location + property preferences.
-
System sends verification email: 6-digit code.
-
Client enters code on verification page → account active.
What happens automatically:
- Account starts as Draft: cannot log in yet
- After email verification → Active
- System checks if email exists as contact:
- Yes → portal account linked
- No → new lead created, default “do not contact”, you review first
- Responsible agent = company administrator
Two statuses
Section titled “Two statuses”| Status | What |
|---|---|
| Draft | Account created, email not verified. Cannot log in. |
| Active | Fully active. Can log in. |
Fields of a portal account
Section titled “Fields of a portal account”| Field | What |
|---|---|
| First Name | First name |
| Last Name | Last name |
| Login + communication | |
| Status | Draft or Active |
| Owner | Responsible agent |
| Favourite Properties | Marked by client |
Always linked to contact + your real estate office. Language from contact profile.
What a portal user can do
Section titled “What a portal user can do”Viewing and rating properties
Section titled “Viewing and rating properties”Properties offered via a deal to the linked contact automatically appear on the homepage. Per property:
- Full details (photos, features, description, map, energy label)
- Interested / Not Interested
- When rejecting: provide reasons
- Rating 1, 5 stars
- Favorites
Requesting and managing viewings
Section titled “Requesting and managing viewings”- Max 3 preferred dates per property
- Agent confirms final date
- Upon confirmation: navigation to property available (48 hours in advance)
- On the day of viewing: photos + notes + voice notes unlocked
- Cancelling always possible (except when completed)
Notes and photos
Section titled “Notes and photos”- Notes write, edit, delete (min 3 characters)
- Photos upload, view, delete
- Voice notes record
All content visible in CRM for agent.
Contact Agent
Section titled “Contact Agent”Direct message to responsible agent. Agent receives notification.
Recognizing a portal user in CRM
Section titled “Recognizing a portal user in CRM”- Contact list: portal icon next to active portal accounts (if Client Portal is active)
- Contact record: visible that it is a portal user
- Activity history: when account was created
- Deals edited by client via portal, marked as such
Forgot password
Section titled “Forgot password”Client does it themselves:
- Forgot password on login page.
- Enter email.
- System sends reset code (6 digits).
- Client enters code + new password.
Agent not involved.
Profile picture
Section titled “Profile picture”Client uploads own photo via Profile → My Account. Saved as file, linked to portal account. Change/delete also there.
Frequently asked questions
Section titled “Frequently asked questions”Contact already has portal account: create another one?
Section titled “Contact already has portal account: create another one?”No. System checks, error message: “portal user already exists”. Max 1 account per contact.
Client self-registered but does not appear under existing contact
Section titled “Client self-registered but does not appear under existing contact”Email search gave no match → new lead created. Findable in contact list, default “do not contact”, review first.
Client cannot log in
Section titled “Client cannot log in”Check:
- Portal active in Settings → My Company → Client Portal Settings?
- Client has link with correct company ID?
- For self-registration: verification email confirmed?
- Account status Active?
Forgot password? Refer to Forgot password on login page.