Help centre / Client links explained
Client links explained
The people you ask never have a password. They have links, and every link is scoped, dated and revocable.
Client link
Created with Create link in the actions beside a person on the People tab. Shows everything assigned to that person in the client’s active packs; where several people answer for one client, each sees the others by first name and initial, such as Nadia S. Lasts 90 days unless you choose otherwise. Create new link invalidates the old one; Withdraw link revokes it now and turns off any reminder schedule for that person.
Request email link
Created when you email a request. Opens that one request. Lasts 30 days. Stops working when the request is reassigned or deleted.
Reminder link
Created by a scheduled reminder. Opens the person’s outstanding requests. Lasts 30 days. Revoked when their client link is withdrawn.
Phone upload link
Created by Upload from a phone in the reply box on a request, shown as a QR code. Opens one reply box. Lasts 30 minutes.
When someone loses their link
Send them to the client sign-in page at /portal. They enter the email address on their record, choose Send me a secure link, and receive a fresh link, which replaces the old one. Unknown addresses get the same message, and five requests in fifteen minutes pause that address.
Get a new link
For a client who has lost theirs
nadia@ardleyfoods.co.uk
If it matches, a fresh link is sent. If it does not, this page says the same thing.
A link is emailed
It opens their own list, no password
The old link stops working
A new one revokes the last
Previewing what they see
In the actions beside a person there is Open client preview. It opens a read-only copy of their view in a new tab, without creating or touching any link. The same thing is Client preview under Request list options, the dots menu above a pack’s request list, where it asks which person to look as.
How long a link lasts
A person’s link stays open for 90 days from the day it is sent, unless an admin chooses otherwise under Settings, then Branding & defaults: Client links stay open for 30, 60, 90 or 180 days, or a year. The links inside request emails and reminders last 30 days whatever you choose, and withdrawing a link stops it at once. A new link can be sent at any time.
When a contact changes
If the person you were dealing with leaves, open the actions beside them on the People tab and choose Hand over requests. Everything still waiting on them, anywhere in that client, moves to whoever you pick. Anything they have already answered or completed stays put, with its history. Links emailed to them for the moved requests stop working, so send the new person an email from the pack.
Everyone, across every client
Team in the left-hand rail has a Client contacts tab listing every client contact you have, with where their link stands (no link, not opened, opened, withdrawn), how many requests are awaiting their reply, how many are waiting on you to check, and when they last opened their link. g then p goes straight there. Inside Filters, Show narrows to Link not opened or With something overdue, which is who to chase this morning. A name in the list opens that client’s People tab.
How this works, for them
Beside the title of their landing page, How this works opens a four-step explanation in plain words: the link is theirs, each request says what is needed, your team reviews what they send, and they can come back whenever they need to. It names your organisation when a name has been set under Settings.
Their own copy of everything
Their landing page has Download your files: one ZIP of every file they have sent or been shown, organised by request pack and request, for their own records. Files on requests they cannot see, and anything your team attached to an internal note, are never included. The download is recorded in the activity trail.