Latest revision as of 08:45, 6 September 2026

Customer Portal

The Customer Portal is Standout's secure customer-facing area for sellers, buyers, landlords, tenants and applicants. It uses the same live CRM records as staff Standout, so the portal is not a separate copy of the move/search.

Access and sign-in

Staff can send a Customer Portal link from the Contact record. Customers can sign in using their email/password or a time-limited secure link. A customer can create/change their portal password after secure-link access.

The portal only exposes records genuinely linked to the authenticated contact.

What customers can do

The dashboard adapts to the customer's roles and relationships. Depending on the situation, customers may be able to:

see relevant property/transaction information;
maintain applicant property requirements and matching;
view/request viewings;
see viewing feedback/offers/progression where enabled;
complete buyer/onboarding information;
upload private supporting documents;
supply AML-related information/consent where configured;
see landlord tenancy/compliance/repair information;
report repairs as a tenant;
approve/decline repair quotes as a landlord where supported;
see relevant DocuSign status;
message the agency.

Requirements and matching

Customer Portal requirements are the same underlying requirement records used by staff in Standout. A change made by the customer therefore changes the live CRM requirement set and matching results.

Customers can maintain multiple searches, including buying/renting, budget, bedrooms, area/radius, type/style, new-build preference and must-have features.

Messaging is part of the Communications Centre

Customer Portal messages are now treated as a normal communication channel inside the Communications Centre. Staff do not have to manage portal messages as an isolated inbox.

For a linked enquiry/contact, the Communications Centre conversation can show Customer Portal messages and attachments alongside the original portal/website lead, sent emails and staff activity. Staff can reply through the Customer Portal directly from the enquiry where appropriate.

The staff Customer Portal conversation screen also shows related Communications Centre enquiries for the same customer/property, making it easier to understand the wider conversation.

Viewing requests

A Customer Portal viewing request creates a tentative linked viewing for staff to review. Staff should confirm the slot and parties before treating it as fully booked.

Secure documents and AML

Private supporting files remain protected. Staff review customer submissions from the relevant Contact/Customer Portal staff views. Where an external AML provider such as Landmark is configured, Standout continues to use the existing integration rather than exposing private provider credentials to the customer.

Keep the CRM current

The Customer Portal can only reflect what Standout knows. Staff should keep progression, offers, viewing feedback, tenancy/compliance and repair states current so the portal tells the customer the truth.

See Using the Customer Portal and Communications Centre.

Sales progression for sellers and buyers

For a sale where staff have enabled progression visibility, the property Progress section can show the sale-plan health, next action, target exchange date and target completion date. If no manual next action is set, Standout can show the next action suggested from the property's existing progression markers.

Internal blocker text is never shown in the Customer Portal. Staff control portal visibility separately for each sale from the property's Progress tab.

See Sales Progression for the staff workflow and health rules.

@@ Line 1: / Line 1: @@
+__NOTOC__
 = Customer Portal =
-'''Customer Portal''' is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.
+The Customer Portal is Standout's secure customer-facing area for sellers, buyers, landlords, tenants and applicants. It uses the same live CRM records as staff Standout, so the portal is not a separate copy of the move/search.
-For a staff-focused day-to-day guide, see [[Using the Customer Portal]].
 == Access and sign-in ==
-Staff invite a customer from the Contact record using '''Send Customer Portal link'''.
-Customers can sign in by:
+Staff can send a Customer Portal link from the Contact record. Customers can sign in using their email/password or a time-limited secure link. A customer can create/change their portal password after secure-link access.
-* email address + Customer Portal password; or
+The portal only exposes records genuinely linked to the authenticated contact.
-* a time-limited secure email link.
-A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in Customer Portal.
+== What customers can do ==
-Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.
+The dashboard adapts to the customer's roles and relationships. Depending on the situation, customers may be able to:
-== Dashboard ==
+* see relevant property/transaction information;
-The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.
+* maintain applicant property requirements and matching;
+* view/request viewings;
+* see viewing feedback/offers/progression where enabled;
+* complete buyer/onboarding information;
+* upload private supporting documents;
+* supply AML-related information/consent where configured;
+* see landlord tenancy/compliance/repair information;
+* report repairs as a tenant;
+* approve/decline repair quotes as a landlord where supported;
+* see relevant DocuSign status;
+* message the agency.
-The customer sees only records to which their authenticated Contact is genuinely linked.
+== Requirements and matching ==
-== Sellers ==
+Customer Portal requirements are the same underlying requirement records used by staff in Standout. A change made by the customer therefore changes the live CRM requirement set and matching results.
-Depending on the property/transaction, a seller can see relevant information such as:
-* viewings;
+Customers can maintain multiple searches, including buying/renting, budget, bedrooms, area/radius, type/style, new-build preference and must-have features.
-* viewing feedback;
-* offers;
-* progression;
-* customer-visible documents;
-* branch/contact information;
-* message-my-agent options.
-== Buyers ==
+== Messaging is part of the Communications Centre ==
-A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:
-* cash/mortgage position;
+Customer Portal messages are now treated as a normal communication channel inside the [[Communications Centre]]. Staff do not have to manage portal messages as an isolated inbox.
-* AIP/mortgage status;
-* deposit/source of funds;
-* property-to-sell/chain position;
-* solicitor details;
-* AML consent/information;
-* secure document uploads.
-== Applicants and requirements ==
+For a linked enquiry/contact, the Communications Centre conversation can show Customer Portal messages and attachments alongside the original portal/website lead, sent emails and staff activity. Staff can reply through the Customer Portal directly from the enquiry where appropriate.
-Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.
-Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in Customer Portal.
+The staff Customer Portal conversation screen also shows related Communications Centre enquiries for the same customer/property, making it easier to understand the wider conversation.
-These are the same requirement records staff use in the Contact screen.
+== Viewing requests ==
-== Viewing requests ==
+A Customer Portal viewing request creates a tentative linked viewing for staff to review. Staff should confirm the slot and parties before treating it as fully booked.
-A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.
+== Secure documents and AML ==
+Private supporting files remain protected. Staff review customer submissions from the relevant Contact/Customer Portal staff views. Where an external AML provider such as Landmark is configured, Standout continues to use the existing integration rather than exposing private provider credentials to the customer.
-== AML and documents ==
+== Keep the CRM current ==
-Customer Portal can collect private supporting files such as:
-* proof of funds;
+The Customer Portal can only reflect what Standout knows. Staff should keep progression, offers, viewing feedback, tenancy/compliance and repair states current so the portal tells the customer the truth.
-* Agreement in Principle;
-* identity evidence;
-* proof of address;
-* source-of-funds evidence;
-* solicitor documents;
-* Right-to-Rent evidence;
-* other private documents.
-These files are stored privately and are reviewed by staff from the customer's Customer Portal submissions screen.
+See [[Using the Customer Portal]] and [[Communications Centre]].
-Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.
+[[Category:Customer Portal]]
-== DocuSign ==
+== Sales progression for sellers and buyers ==
-Existing Standout DocuSign envelope status can be shown in Customer Portal, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.
-== Landlords ==
+For a sale where staff have enabled progression visibility, the property Progress section can show the sale-plan health, next action, target exchange date and target completion date. If no manual next action is set, Standout can show the next action suggested from the property's existing progression markers.
-A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, Customer Portal can allow the landlord to approve or decline it with an optional comment.
-== Tenants ==
+Internal blocker text is never shown in the Customer Portal. Staff control portal visibility separately for each sale from the property's Progress tab.
-A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.
-== Messaging ==
+See [[Sales Progression]] for the staff workflow and health rules.
-Customers can use '''Message my agent'''. Messages are sent to the relevant branch and can be archived in the portal message table where enabled.
-== Staff review ==
+[[Category:Contacts]]
-Use '''Contact → More actions → Customer Portal submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.
-== Keeping Customer Portal useful ==
-Customer Portal is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

Customer Portal: Difference between revisions

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