The Client Portal: Overview

Handle what needs you

1. Open Needs you

   It's the tab the hub opens on. The number on the tab is how many items are waiting in the scope you chose (Me or Team). It stays the same while you are on Clients, Activity or Settings, and searching does not change it.

   Open Needs you

2. Choose Me or Team

   Use the Me / Team switch above the list to see only your clients or also those of the agents in your team. Team always includes your own clients. Team is only available if your role can see other agents' contacts. Type in Search requests (or press /) to find a client.

3. Filter by kind

   Use All, Messages, Viewings, Offers or Registration. Items are grouped into Overdue (waiting more than 24 hours), Today, This week and Waiting.

4. Act on the item

   Each row says what the client asked, for example "Asked to view Two-bedroom in Lozenets", and how long they've waited. Click Reply for a message, Review offer for an offer or Review for anything else. A viewing request can also be confirmed right in the row. Some rows also have a menu to snooze the item or mark it done.

A Registration item is someone who signed up for a portal on your website and is waiting for access. Approve or reject them on the Clients tab, where the From website filter lists these portals.

A Message item stays until someone on your team replies to the client. Opening the conversation without replying doesn't remove it, so a colleague who only looked at it doesn't hide it from you. The wait is counted from the client's first message since your last reply.

When nothing is waiting, you see "All good" with how many portals are active and who signed in last. For viewing requests, offers and messages in detail, see Viewing requests, offers and messages from the portal.

Read engagement signals

Signals are behaviour worth a phone call. Avensa reads them from portal activity by itself, so there is nothing to set up. They're listed under Call these clients today at the bottom of Needs you. On the Activity tab, click Worth a call to jump there.

Each signal has quick actions: Call, Message, Open in Viber or Open in WhatsApp, Book viewing, Send more like this and Snooze for a few days. Call is greyed out when the client has no phone number or has asked not to be called.

Configure portal settings

1. Open Settings

   Click the Settings tab in the hub. If your role can't configure the portal, the tab isn't there.

   Open portal settings

   

2. Set your branding

   Under Branding, upload your Logo and app icon, set the Agency name that replaces Avensa in the portal, and pick an Accent colour. A colour with too little contrast shows a warning. You can also set your own Domain and verify it with a DNS record (Set up DNS, then Verify DNS).

3. Choose what clients can do

   Under What clients can do, switch features on or off, such as Request viewing, Book slots, Make offers, Message the broker, Upload documents and See auto-matches. Each invitation can narrow these, never widen them.

4. Set access defaults

   Under Access defaults, choose the Security level, Link expiry (days), Remembered session (days) and whether Co-buyers and guests are allowed. Remembered session (days) is how long a device stays signed in when the client ticks Remember this device at sign-in (otherwise one day). The Email code (recommended) description in a contact's Manage access shows this number. Turning off Co-buyers and guests hides Add co-buyer on the portal pages and the contact's Portal tab and blocks new co-buyers. Co-buyers already added keep their access until you remove them. Under Who can invite, choose the Roles that may invite clients.

5. Save changes

   Click Save changes. The settings apply to new invitations; existing clients keep theirs.

Auto-share controls updates clients get by themselves: New matches above a Minimum fit (%), and Price drops on saved properties (one notice per property per day). Clients can turn these off in their own preferences. Message templates let you personalise the invite, viewing-confirmed, digest and custom messages.

Preview a portal as the client

To see a portal exactly as a client does, use Preview as ‹name› from the client's row on the Clients tab or from their contact's Portal tab. The preview is read-only and lasts 30 minutes. Nothing you do is recorded: visits, last-opened date and signals stay untouched.

Don't open the client's own link yourself to check it. The link belongs to the client, so it asks for a sign-in code that is emailed to them, not to you.

Troubleshooting

I can't open Client portal. Your role doesn't have access to Contacts. Ask an owner or admin.

The Team option is greyed out on Needs you. Your role can only see your own contacts, so you only see your own clients' requests.

I don't see the Settings tab. It's hidden for your role. Ask an owner or admin to change the portal settings for you.

Nothing appears on Needs you. Items appear only when a client sends something from their portal. If no client has an active portal yet, invite one first.

I don't see any signals. Signals come from portal behaviour in recent days. With few active portals or quiet clients, the list says "Nothing needs a call right now".

Related articles

• Inviting a client to their portal
• Viewing requests, offers and messages from the portal
• What your client sees in the portal
• Client portal troubleshooting