Available on Pro and above
The Customer Portal is where your customers follow their job with you: quotes, appointments, documents, payments and messages. This guide explains what they see and do, and where their actions show up for your team.
How customers get in
Customers do not need an invitation. installHUB emails them when something happens on their job, for example Thank you for your enquiry (button: View Enquiry), You have received a quote from your company (button: View Quote), or You have a new message about your job. The buttons take them straight into the portal.
To sign in on their own, a customer enters their email address on Sign in or create your account:
- If they already have a password, they enter it, or choose Email me a magic link instead. Forgotten your password? lets them reset it.
- If not, installHUB emails them a sign-in link. If the link has expired or been used, they enter their email again to get a new one.
Customers creating an account give their name and a password and agree to the Terms and Privacy Policy. They can also tick Share my email with installers so they can contact me directly and Send me texts and calls about my projects. They can change the texts and calls choice later under Notifications in their account; job emails stay on while they have active projects.
Your company name and logo appear in the portal and its emails. Your brand colours appear too when your plan includes white labelling. Set these up in the Branding Studio.
A customer with jobs at more than one installer sees Choose your installer and can switch at any time. Installers with only finished jobs are listed under Past installers, so their documents and past quotes stay available.
What customers see on a job
My Projects lists their jobs. Opening one shows a progress bar (Enquiry, Survey, Quote, Installation, Complete), the products, your company, the address and the job reference, then these tabs:
- Quotes: each quote with the total price and View quote PDF. They can Accept quote or Decline, choosing a reason.
- Documents: handover packs, certificates and confirmations you share, ready to download.
- Payments: invoices and deposit requests to pay by card. See Customer payments.
- Messages: their conversation with you about this job.
- Book appointment: only when you have sent a self-booking invitation. See Customer self-booking.
- Appointments: upcoming visits, with past and cancelled ones tucked behind a toggle.
Confirming and cancelling appointments
The next appointment also shows at the top of the job. The customer can Confirm it, Add to calendar once confirmed, or Cancel it. To cancel, they pick a reason and can add details. Your schedulers and the field operative on the visit are told, and the customer is told you will be in touch to arrange a new time. To move a visit, your team rebooks it.
Messages
Customers write from the job’s Messages tab or the Messages page. You get an email and an in-app notification, and the reply appears in the job’s Communications tab and in your Messages inbox. When you reply from the job, the customer gets an email with a link to read and reply. A customer who has never signed in gets a portal account from your first message.
