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