Managing client access
For staff - inviting clients, previewing the portal as the client sees it, client tasks, secure messages and the acknowledgement service level.
For: OwnerStaff
On this page
The staff side of the client portal is under Client service in the Firm workspace: Portal access, Client messages, Client tasks, Responsiveness, Profile changes and Portal content.
Invite a client
You need client-management permission (client service specialists, case coordinators, paralegal-equivalent support, attorneys and firm owners and administrators).
- Open Portal access, or the person's record, and choose to invite.
- Choose who signs in, what they may see (people, matters and capabilities) and how the invitation is sent: Email, Text message or Printed.
- Choose Send invitation, or Create printed invitation for a one-time link and QR code to hand to the client. The printed link is shown once, for printing.
Clients can also be invited automatically when an engagement is signed, which is on by default. Invitations expire after seven days by default and can be resent a limited number of times a day.
Inviting by text message depends on live text messaging, which is not available yet.
From an access you can resend, suspend, reinstate or revoke it, and edit the people and matters it covers.
View as client
On a person's portal page, View as client opens the portal home exactly as that person's access would see it, read-only. Nothing is sent and nothing changes.
Client tasks
Client tasks is the board of tasks across clients. Tasks are created by document requests, questionnaires, engagement offers, invoices, appointments, workflow steps and staff. To create one by hand, use the create-task dialog from the person's or matter's page.
From a task you can complete, return (with a reason, so the client knows what to fix), remind, waive, cancel or reopen it. There are no bulk actions: each task concerns one client. Waiving or cancelling a task that comes from somewhere else (a document request item or an invoice) does not change that source.
Client messages
Client messages is the secure message inbox.
- Each new client message creates work with an acknowledgement service level, so a client message is answered in time. Assign the thread, acknowledge it and reply.
- Internal notes on a thread are marked as never visible to the client. Attorney-only notes exist for attorney roles.
- A thread can be escalated or translated by a person.
Not available yet: AI reply drafts. When AI is configured, a draft appears in the notes, and Use draft copies it into your reply for you to edit. It is never sent on its own.
Responsiveness
Responsiveness lists clients who are not responding, each with the reason in one sentence and the record of outreach (reminders delivered, messages, contacts by channel). Pausing stops automatic reminders only; it never stops deadline notices.
Profile changes
A message in the portal is not proof of identity. When a client asks to change contact details, staff verify the change through a channel already known to the firm, apply it on the person's record, and choose Mark applied with how it was verified.
Portal content
Portal content holds education items, the firm's own wording for portal text, reminder policies and portal statistics. Education items go through drafting and approval; the author cannot approve their own item.