Customer Portal & Help Center

A portal is a page that people outside your team open from a link. It comes in two kinds:

Open to anyone with the link. Good for a help center with searchable articles, a job board, a list of events or products, or a page that shows one of your forms or booking pages.
Sign in with a code. Good when each person should see only their own things, such as a customer’s orders, a pet owner’s pets and visits, or a patient’s health details. They type their email or mobile number, get a one-time code, and are in. No password, no app.

You build a portal on one screen with a live preview, so you see exactly what a visitor will see before anyone else does. The changes visitors make land straight on their record, where your whole team sees them.

Portals are called Portals in the page title and Help center in the sidebar. The two names mean the same place.

Use cases

Situation	What a portal does for you
Customers keep asking the same questions	A help center shows your published articles, grouped by topic, with a search box that understands plain questions.
Customers want to check or fix their own details	A sign-in portal shows each person their own record. You choose which details they can change, such as phone number or job title.
Patients, members or owners need to keep information current	They update allergies, medicines or contact details themselves before the visit. You see the change on their record.
You hire or sell and want a public page	A public list shows only what you choose, for example open jobs or products in stock.
One place for a form and a booking page	Add a form page and a booking page to the same portal, next to your articles.
You want it on your own website	Copy one line into your site and the portal appears there under your name.

Before you begin

Only admins can set up portals. Other teammates who open the page see Only admins can set up portals and Ask an admin in your workspace if you need a portal. They can still see what customers changed on the records.
You need at least one list of records to show. Contacts, Companies, Patients, Articles and your own lists all work. For a sign-in portal, the people who sign in must be in a list that has an email or mobile number on each record. That is how the code finds them.
Form and booking pages need those features. A Form page needs a saved form. A Booking page needs a meeting type. If Forms or Meetings is switched off, those page kinds are not offered when you add a new page.
Texting links and codes needs a texting service. Without one, links and codes go by email only. See Features for turning features on.
Help articles come from the Wiki. The ready-made help center shows pages from your Wiki that are published and marked for customers. See Knowledge Base.

Where to find it

Open Help center in the sidebar. If your sidebar does not show it, open Support and choose the Help center tab. The Support tab lists only help centers, meaning open portals made of articles.
Or open Features and use the Customer portal setup, described under “Quick start for a help center” below.

The page lists every portal as a card. Each card shows:

The portal’s name and a Live or Off badge.
Who it is for: Anyone with the link, or People sign in as followed by the list (for example Contacts).
How many pages it has, and the first four page names.
How much it was used, such as 12 visits in the last 30 days and, for sign-in portals, 5 people signed in. A portal nobody opened shows No visits in the last 30 days.
Share and Edit portal buttons, and a More menu with Open portal and Delete portal.

With no portals yet you see No portals yet and a New portal button. On the Help center tab of Support the button is New help center.

Create a portal

Start from what you want, not from settings.

Click New portal.
Under What is this portal for?, pick the closest card. You can change everything afterwards.

Card	Use it when	What it starts with
Customer self-service	People sign in to see and update their own details, orders or bookings	A My details page, plus up to two more pages for lists linked to the person (for example My Deals)
Help centre	Answers people can search and browse by topic. No sign-in needed	One Articles page in the help articles look, with search on
Public list	Show open jobs, events or products to anyone with the link	One page listing the records, first five details shown
Form or booking page	Let people send you details or pick a time to meet	A Contact us page waiting for you to pick a form
Start blank	You want to build every page yourself	No pages

Answer the second question:
- Customer self-service asks Who signs in? Under They are in this list, pick the list. The likely ones appear as buttons, the rest under More lists.
- Help centre and Public list ask What should it show? Under Show records from, pick the list. Only the details you tick later are shown.
- Form or booking page and Start blank ask Who visits? Choose Anyone with the link or People in your list, who sign in, and for the second choose the list.
Click Build my portal. Use Back to change your first answer.

The builder opens with a first draft that you can change freely.

What the first draft looks like

Customer self-service lets people change their email and phone, because fixing contact details is what most people come for. It also shows the first few other details.
Help centre uses the first short text field as the heading, the first long text field as the article, and the first choice field as the topic.
Public list is named after the list.

The builder

The builder fills the screen with three areas.

Top bar

Name: what visitors see as the portal’s name. Give it something plain, such as Pet owner portal or My health.
Live / Off switch: Off keeps the portal closed while you work.
Create portal (for a new one) or Save portal (for an existing one). It stays greyed out until the portal has a name and at least one page.
The X button closes the builder. If you changed anything you are asked Leave without saving? Choose Leave or Keep editing.

Left side

Name and logo: choose what sits above the portal’s name. See “Name and logo” below.
Who visits: Anyone with the link, or Contacts sign in (the list you picked). Switching clears every page’s “whose records” choice and removes visitors’ editing and upload rights when you go back to open to anyone.
Pages: your pages in order. Hover a page to move it up or down, or remove it. Add page adds a new one. A portal can have up to 20 pages.

Middle: the preview

The portal exactly as a visitor sees it, updated as you change settings. For a sign-in portal, use Seeing it as to pick a real person from the list, then you see their own records. Use the Computer size and Phone size buttons to check both. Nothing you try in the preview saves or downloads anything.

Right side: the selected page’s settings

Click a page on the left, then use the four tabs: Page, Records, Look and Details. A form or booking page has only Page. Look and Details appear once a list is chosen.

Page tab

Page name and Text at the top (a short line shown above the page’s content, up to 1,000 characters).
This page shows: Your records, A form or A booking.
- For A form, pick the saved form. If none exist you see Make a form first, then pick it here.
- For A booking, pick the meeting type. If none exist you see Set up a meeting type first, then pick it here.

Records tab

Show records from: the list. Changing it resets the page’s other choices.
Only from these groups: tick groups to show only their records. Nothing ticked means records from every group.
Which ones each person sees (sign-in portals only): how the person is linked to these records. If there is one way, it is shown. If there are several, choose one, such as Only their own record or Only Pets linked to them through Owner. If there is no way you see These aren’t linked to the people who sign in. Link them first, or choose something else.
Only show when: add conditions to show only some records, such as published articles or open jobs. Use Add condition, pick a detail, and type the value it must equal. Works with text, number and choice details.

Look tab

Full details: every record with the details you tick.
Help articles: easy-to-read pages grouped into topics. Needs at least one text detail shown.
- Group into topics by: pick a choice detail that you show. Visitors can then browse by topic.
Picture on each row (full details only, when the list has a file detail): visitors see a photo on every row. Great for homes, rooms or courses.
Let visitors search: visitors type a question in their own words and get the best answers first.

Details tab

A table lists every detail of the list. The heading is This page shows for open portals and What visitors can do for sign-in portals.

See: tick the details visitors can see. Anything not ticked stays hidden. Details marked private in your workspace are always hidden, even if ticked.
Edit (sign-in portals): tick the details visitors can change. Only text, number, date and choice details can be edited. Links, people, files and calculated details cannot.
Add files (sign-in portals): for file details, let visitors upload files.
Documents they can download: if you have document templates for this list, tick the ones visitors can download for their own records, such as a vaccination certificate or an invoice.

Help-article pages are read-only. Edit and upload are not offered for them.

Name and logo

Under Name and logo in the builder, click the box (Change the name and logo visitors see) and choose:

Your workspace: your workspace name and logo.
A different name and logo: great for a shop, a partner or another brand. Upload a logo, type the name under Name visitors see, and click the small cross to remove a logo. Without a logo, the name shows with initials.
Don’t show: visitors only see the portal’s name.

Visitors see this on the sign-in screen too, so they know whose portal it is before they enter anything.

When you click Create portal, a window opens titled Your portal is live. Later, click Share on a portal’s card. You can also use it to share a portal that was just switched on.

If the portal is Off, the window says The portal is off, so the link does not work. Turn it on below to share it.

Link and QR code

Portal link with a Copy button. Paste it into emails, chats or your website.
Scan to open: a QR code for a flyer or a sign. Click Download QR code to save it, or Open portal to see it the way a visitor does.

Send the link

Under Send the link:

Sign-in portals: pick people from your list under Add people from your list. Their names appear as chips you can remove.
Open portals: type email addresses under Email addresses, separated by commas.
Your message (optional): a short note that goes above the link, up to 1,000 characters.
Click Send to 1 person (the number matches your choice).

If your workspace has a texting service and the portal needs sign-in, an Email and Text switch appears. Texts go from your own number to the mobile number on each person’s record and show in their record history. Emails go to the first email address on the record.

You see a confirmation such as Sent to 3 people. People who could not be reached are counted in a warning:

has no email address or has no mobile number: nothing was sent to them.
asked not to get texts: they opted out, so no text was sent.
Couldn’t send the text: the text failed.

You can send to up to 50 people at a time, and your workspace can send up to 10 invitation batches a minute.

Put it on your website

Under Put it on your website:

Click Copy next to the line shown, and paste it into the page on your website where the portal should appear. Visitors stay on your site, and the portal grows to fit the page, phones included.
Optional: in Where is it on your website? (optional), type the full address of that page, starting with https://, and click Save. Links you copy, print, text or email then open that page instead of the portal directly.

To go back, clear the address and save. You see Links now open the portal directly.

Turn the portal off, replace or delete the link

Under Link safety:

Open to visitors: switch off to close the portal for now. Nothing is lost, and switching it on again brings back the same link.
Replace link: use it when a link has been shared too widely or sent to the wrong people. Confirm Make new link? with Make new link. The old link stops working and everyone signed in is signed out. Send the new link to the people who use the portal.

To remove a portal, use More on its card and Delete portal. Confirm Delete. The link stops working and your records stay as they are.

Quick start for a help center

If you want a help center with the least work:

Open Features and choose Set up on the Customer portal card. (It can also be reached from the Help center tab of Support.)
Give it a Name (the default is Help center).
Choose which pages to include: Help articles, Contact form, Booking page. Each has a page title you can change. You need to choose at least one page.
The setup checks what each page needs. For help articles, it offers Add help pages if you have no Wiki articles yet. For a contact form it offers Set up a form. For a booking page it offers to set up Meetings.
Open the result as a customer would, then share the link.

The Wiki template also installs a ready-made Help centre portal. It starts switched Off. Open it with Edit portal, turn on the Live switch, click Save portal, then share it. It shows the articles marked Customers too, grouped by Category. Draft articles never show.

How it looks to the customer

Open portals

Visitors open the link and see the portal’s name and logo, then the pages as tabs along the top if there is more than one. No sign-in is needed.

A help center page shows:

A heading How can we help? and a search box Search for answers.
Browse by topic: one card per topic with the number of articles. Click one to see its articles, or All topics to come back.
Each article opens on its own, with its topic and tags, and More in the same topic at the bottom. Back to articles returns.
Search shows 1 result for “your words” or Nothing matches with the hint Try fewer or different words. Clear it with Clear search.

A list page shows each record as a card with the details you ticked. A form or booking page shows that form or booking page inside the portal.

If a form or booking page’s feature has been switched off, visitors see This page isn’t ready yet. The page is kept, and works again when the feature is back.

The visitor opens the link and sees Sign in: “We’ll send you a one-time code. No password needed.”
They type their email or mobile number under Email or mobile number and click Send code.
They see Enter your code, with “If we know this address, a code is on its way by email.” (or by text). The message is the same whether the address is on your list or not, so nobody can use the page to find out who your customers are.
They type the six-digit code under Code and click Sign in. The code works once and for 10 minutes. Wrong code? They see “That code didn’t work. Check it or ask for a new one.” Send a new code and Use another address are there too.
They are greeted with Hi and their first name. They see the pages you built, with only their own records.

On a record card the visitor can:

Click Change, edit the details you allowed, and click Save (or Cancel). They see Saved, and the change is on the record for your team at once.
Click Add file on a file detail you allowed. Files can be PDF, PNG, JPEG, WebP, HEIC, plain text, DOC or DOCX, up to 10 MB.
Click a document button to download the documents you allowed.

Sign out is at the top. Visitors stay signed in for up to 12 hours in that browser tab. Opening the link in a new tab or on another device means asking for a new code.

Visitors only ever see:

Records they are linked to through the route you chose. If a record is unlinked a moment later, it is out of reach immediately.
The details you ticked under See. Fields private in your workspace and rows hidden by your workspace’s visibility rules stay hidden.
Linked records and people shown by name.

Change or stop a portal

Change pages, wording or what is shown: Edit portal, make changes, Save portal. Visitors see the new version straight away.
Close it for now: Share, then switch off Open to visitors. Visitors see “This page isn’t available. The link may have changed.”
Cut off everyone who has the link: Share, then Replace link.
See if it is used: the line on the portal’s card. It counts how many times the portal was opened in the last 30 days and, for sign-in portals, how many different people signed in. Sign-in portals count signed-in visits only. It is an at-a-glance number, not a full history.
Delete it: More, then Delete portal.

Limits and defaults

What	Limit
Pages in a portal	20
Records shown per page	200 newest
Link steps from the person to their records	4
Sign-in code	6 digits, works once, valid for 10 minutes
Wrong codes before a lock	5, then 15 minutes locked
Codes one address can ask for	5 per 15 minutes
Stay signed in	12 hours, in that browser tab
Send the link to	Up to 50 people at a time, 10 batches a minute per workspace
Invitation message	1,000 characters
Search words	Up to 200 characters, best 20 answers
File a visitor uploads	10 MB, PDF, PNG, JPEG, WebP, HEIC, TXT, DOC, DOCX
Website address	Must start with https://
Name	200 characters. Brand name 120

Sign-in codes and invitations go out in your workspace’s language: English, Danish, Finnish, Norwegian or Swedish.

Troubleshooting

I do not see New portal. Only admins can set up portals. Ask an admin. You also need at least one list of records in the workspace.

The Build my portal button is greyed out. Pick a list first. For Form or booking page and Start blank, choose who visits.

Create portal or Save portal is greyed out. The portal needs a name and at least one page.

The preview says “This page needs a little more setup”. The page is missing something, such as a list to show, a chosen form or booking, or details to show. Open the page’s tabs and fill in what is missing. For a sign-in portal the preview needs a person: pick one under Seeing it as. If the list is empty you see Add someone to your list to preview what they would see.

Saving fails with a message about the page. The portal checks every page. Common messages: a page needs a list to show; it shows no details; a form or booking page needs a form or booking chosen; article pages need a text detail; visitors cannot type into links, people, files or calculated details; changing records needs sign-in.

The logo will not save (“Upload the logo again”). Upload the logo again from the Name and logo box. Only logos uploaded in this workspace are accepted.

The help center is empty. Check that the articles are Published and marked Customers too, that the portal is Live, and that the page’s Only show when condition matches. Drafts do not show.

A customer says “I never get the code”. Check that their email or mobile number is on their record in the list that signs in. The message is the same for unknown addresses, so a typo shows no error. If two records share the same address, the oldest record is used. If a text is blocked (the number opted out or texting is not connected), the code goes to the email on the record if there is one. If there is none, they are told to sign in with their email address.

“That code didn’t work” or “This code has expired. Ask for a new one.” Codes work once and for 10 minutes. They should click Send a new code.

“Too many wrong codes. Try again in 15 minutes.” Five wrong tries lock the person for 15 minutes. Ask them to wait. “Too many codes asked for. Try again in a few minutes.” means more than five codes in 15 minutes.

“You’ve been signed out. Sign in again to continue.” The 12 hours ended, or you replaced the link, switched the portal off, or the person’s record was deleted.

“This page isn’t available. The link may have changed.” The portal is Off, deleted, or the link was replaced. Send the current link from Share.

Sending says “Switch the portal on before sending its link”. Turn on Open to visitors first.

“Choose who to send it to” or “Send to at most 50 people at a time”. Pick at least one person, or fewer than 51.

“isn’t an email address”. One of the typed addresses is wrong.

“Texts can’t be sent yet. Connect a texting service first.” Texting is not connected. Send by email, or connect texting first.

A visitor cannot upload a file. They see “That file is too big. Files can be up to 10 MB.” or “This kind of file can’t be added. Try a PDF or a photo.” Some details only allow certain file types.

Visitors cannot change a detail. Check the Edit column on the page’s Details tab. Article pages are read-only, and open portals cannot be edited at all because nobody is signed in.

The page shows “Couldn’t reach the server.” The visitor’s connection dropped. Reload and try again.