Overview
Pilot's Customer Portal is a web-based interface that allows your customers to view their cases, communicate with your team, view their financial transactions and pay for invoices, and view upcoming shipments with their statuses (if you are using one of the integrated shipping providers).
Customer Portal Users
A customer portal user is a set of credentials and permissions that are associated with a customer.
Creating Customer Portal Users
Either during the customer creation flow or after, you can click on Add User button and fill out a simple form.
A user is invited by the lab via email, and the customer has to click on a button in that email to "Confirm" to set the password.
The invitation link is going to be active for 30 days. After that, you'll need to resent the invite.
Password Reset
To reset a password, a user can click "Forgot Password?" and enter the associated email address (username). The email will be sent to go through the password setting flow again.
Information Levels
The users have two different categories of access: billing information and case information.
Billing Information
The level of billing information shown is determined by the following user options:
Show Invoices - controls whether the invoices section is shown
Show Credits - controls whether the credits section is shown
Show Payments - controls whether the payments section is shown
Show Statements - controls whether the statements section is shown
Show Transactions in Real-Time - controls whether the customers have access to the invoices from the current billing period. If this is off, the customer portal user can only see the invoices up until but not including the current billing period. This is useful if you want to take some time to review the invoices before sending them.
Case Information
Case information is determined by user type. Just like a billing account has a level type (Who Receives the Bill?), a customer portal account has four types (four tiers of case access):
Customer - this user sees cases only from this specific customer
Office - this user sees cases from all customers in the associated office
Group of Offices - this user sees cases for all customers in the associated offices
Custom - this user sees cases for specific customers associated with this user.
What Customers See
Homepage
When customers log in, they will see a dashboard with the following sections:
Upcoming shipments with the ability to track the shipment if you're using one of the integrated shipping providers.
Outstanding invoices with the ability to pay them online (if you have Stripe configured).
A list of Live and Hold cases.
Cases
Customers are also able to navigate to the list of cases and open each case that belongs to them.
They won't see any financial information, the task management section, as well as none of the case comments, case warnings, custom fields, or event logs. They will see the main case information, case notes that are set to be visible on the portal, case conversations, line items, and case files (attachments and scans).
Conversations
Customers are able to communicate to you directly via Portal Messenger. Learn more about Pilot LMS Messenger.
Making Payments
If you have a configured payment processing integration with Pilot, customers will also see a "Pay" button
Shipments
Customers can see the shipments sent to their office, print labels, and check the shipment statuses if you're using one of our shipping carrier integrations that allows for this functionality.
Clinical Preferences
Customers can also manage their clinical preferences if you configured them in Settings
Pickup Requests and Return Labels
Finally, customers are able to schedule pickup requests and create return labels if you provide those services. To enable those features, you need to:
Onboard one of the shipping carrier integrations that allows for this functionality
Enable pickup requests and return labels
Select the default service provider and service level for those functionalities