Revision as of 16:40, 5 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.

@@ 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 ==
-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.
-== AML and documents ==
-Customer Portal can collect private supporting files such as:
-* proof of funds;
-* 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.
-Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.
-== DocuSign ==
-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 ==
-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 ==
-A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.
-== Messaging and Communications Centre ==
-Customers can use '''Message my agent''' to send a message to the agency. The message is stored as part of the Contact's Customer Portal conversation and appears in the staff [[Communications Centre]] alongside portal and website enquiries.
-When a customer sends a message:
+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.
-# it is stored in the Customer Portal conversation;
+== Secure documents and AML ==
-# it appears as unread in Communications Centre;
-# the communication is recorded against the Contact where available; and
-# Standout sends a notification email to the relevant branch.
-The branch notification email deliberately says '''Do not reply to this email'''. It contains a '''Reply in Standout Property Manager''' button that opens the correct customer conversation in Communications Centre. Staff should always reply from Standout so the response is stored in the conversation and shown to the customer.
+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.
-Staff replies can optionally be linked to one of the customer's properties. The customer sees the reply in Customer Portal and, where the Contact has an email address, receives an email notification that a new Customer Portal message is waiting.
+== Keep the CRM current ==
-Unread customer messages are marked as read when staff open the conversation.
+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.
-The Contact's '''Customer Portal submissions''' screen still shows the conversation, but day-to-day messaging is designed to be handled in Communications Centre. See [[Communications Centre]].
+See [[Using the Customer Portal]] and [[Communications Centre]].
-== Staff review ==
+[[Category:Customer Portal]]
-Use '''Contact → More actions → Customer Portal submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests. The same page also shows the portal conversation and includes '''Open in Communications Centre'''.
+[[Category:Contacts]]
-== 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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