Field services

Customer portal · what they see, what they do and how you grant access

The customer portal is the public page where whoever hired the service follows their own properties, jobs, estimates, invoices and maintenance plans. Sign-in is by emailed link, with no password, and it only works for emails your team has cleared. From there the customer approves an estimate option and requests payment of an invoice on their own, without calling anyone.

Half the calls a field service company takes are not new jobs: they are people asking when the technician will arrive, whether the estimate was sent and how much is still outstanding. The customer portal exists to hand those answers back to the customer, at any hour, with no support cost and without one more password for them to forget.

How the customer signs in

The customer opens the portal access address.
They enter their email and click Send access link.
If that email has been granted access, they get an email with a button to sign in. The link is good for 30 minutes.
Clicking it takes them into the dashboard, and the session stays valid for two weeks, until they click Sign out.
If the link expires, they request a new one on the same screen.

The screen's answer is always the same, whether or not that email has access. That is deliberate: if the page said this email is not a customer, it would become a way to find out who does business with whom. The portal speaks all ten languages the system supports.

What they see

Properties: the sites of theirs that you have on file.
Jobs: the calls with their current status and arrival window, plus the notes meant for them.
Estimates: the proposals with validity, warranty, financing where it applies, and the options laid out as good, better and best.
Invoices: total, amount paid, outstanding balance and due date, with the statuses Draft, Sent, Viewed, Partially paid, Paid, Overdue and Cancelled.
Maintenance plans: their plan, how long it has been active and the next renewal.

What they do

Two actions genuinely move the work forward. In the first, the customer picks one of the estimate options and clicks to approve; the option is marked approved and your team sees the decision on the inside, with nobody in between. In the second, they click to pay on an open invoice: the portal records the payment request with the invoice number and the balance, and tells them the team will follow up with the details. The portal does not process money; it captures the intent and gets the customer out of the phone queue.

Example: Martha gets three options for replacing her water heater: US$ 1,900.00 for good, US$ 2,600.00 for better and US$ 3,400.00 for best. At 10 p.m. on a Sunday she signs in to the portal, reads the warranty on each one and approves the better option. Monday morning the team finds the choice already recorded and books the installation, without the callback that would have eaten the whole morning.

How to grant and revoke access

Access is not inherited by whoever stumbles onto the portal address: it is granted by your team, one email at a time, against the matching customer. Every grant can be revoked, and the list of who has access to a customer can be checked at any time.

The permission is checked again on every access, not only at sign-in. If you revoke access from someone who already had a session open, the portal stops answering them on their very next action. That is the behavior you want on the day an employee leaves your customer's company.

💡 Granting and revoking portal access is done through the integration features and the system terminal, against the matching customer and email, not through a button on the Field Services screen.

Limits and security

The portal exists with the Field Services vertical enabled in Settings, Verticals.
Every access is bound to one specific customer. An email cleared on one customer sees nothing of another, nor of another organization.
The sign-in link is good for 30 minutes and serves once to open the session; the session lasts two weeks.
The customer sees only their own data. Costs, margins and internal notes never appear in the portal.
Approving an estimate option is the customer's decision and is recorded as such; paying is a payment request, not an automatic charge.

Frequently asked questions

The customer says the link never arrived. Confirm their email is cleared exactly as they typed it, and ask them to check the spam folder.
They approved the wrong option. The approval stays on the record; the fix is a conversation with the team, which issues the correct proposal.
Can I give access to two people at the same customer? Yes. They are separate grants, and each one can be revoked on its own.
Does the portal charge a card? No. It records the payment request and your team runs the collection through whatever method you use.
Does the customer see the technician's name and the internal history? They see the job's progress, the arrival window and the notes meant for them, not the internal operation.

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