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Configure the Customer Portal

Use the Customer Portal settings to match your organization's branding, scheduling workflow, and communication preferences.

The Customer Portal isn't available by default. Contact your Accruent representative to activate it for your organization.

Available configurations

Branding

Customize the portal with your logo and color scheme.

Labels

Update portal labels and descriptions to match your internal terminology and the language your customers use.

Notifications

The Customer Portal includes these out-of-the-box notifications:

  • Booking invite
  • Appointment booking confirmation
  • 24-hour reminder
  • Technician en route
  • Task completion

Admins can also:

  • Customize notification content.
  • Select SMS, email, or both as the delivery method. By default, AWS SMS delivers text notifications.
  • Turn off specific notification types for the organization.

Use notification logs in the Admin app to troubleshoot issues and review when the system sent a notification for a specific task.

Rescheduling limits

Set a cutoff time, in hours, to prevent customers from rescheduling after the limit.

Appointment cancellation

You can configure one of these cancellation options:

  • Cancel in the portal: Customers cancel appointments directly from the Appointment Details page.
  • Call to cancel: When customers select cancel in the portal, the system displays a custom message and a clickable phone number. Configure the phone number in the Admin app.

Sign in with or without one-time passcode (OTP)

Use an entity config in the Admin app to choose how customers sign in to the portal:

  • Login with OTP: Requires a one-time passcode (OTP) to access the portal. This is the default setting.
  • Login without OTP: Allows access through a secure link that expires after a configurable time period. The default expiration is 5 days.

Customize portal content

Hide or show service information

Hide the service information on the Appointment Details page.

Configure booking steps

Modify fields in the booking workflow to match your business process and collect the information needed for scheduling and service delivery.

Collect additional information

Configure the Appointment Details page to collect information technicians need to complete a task. The system stores customer responses in Accruent Field task details on web and mobile.

You can add these field types:

  • Toggle
  • Free text
  • Static text
  • Dropdown

For each field, configure these attributes:

  • Required or optional response
  • Field label
  • Optional description
  • Field type
  • Default value for dropdown and toggle fields

Confirmation flow

Enable a confirmation flow so customers can confirm that the selected appointment window works for them. The system stores the confirmation status as an additional field in the Task Details form.

If additional information fields are required, the Confirm button remains unavailable until the customer submits all required information.

Tasks and work orders in the Customer Portal

Notification recipients

The Customer Portal sends notifications, including the portal invite, to the contact listed in the customer site details for the task. You can add a secondary contact in the customer site form.

Send a Customer Portal invite

During task creation, select Appointment Window in the Scheduling section. Then choose one of these options:

  • Pre-book an appointment: Select a date and appointment window. The customer can reschedule later if needed.
  • Allow the customer to select an appointment window: Leave the date and appointment window blank so the customer can choose them in the portal.

Appointment booking integrations

The Customer Portal works with the existing functionality of the Accruent Field suite and can also integrate with an existing appointment management service. In both cases, customers can view appointment details, and organizations can manage portal notifications.