Customer Portal: Account Management

This article explains how to invite a client to create a Customer Portal account and how to deactivate the account if needed.

Overview

Before a client and a provider can communicate with each other through the Customer Portal, the client must have a Customer Portal account. The client may create an account after receiving an email invitation from Clarity Human Services.

Providers generate the invitation by clicking a button at the bottom of the photo on the client profile page. The button also serves as an indicator of the status of a client’s account; the text on the button, which initially says Send Invite, is updated to Invite Sent once an invitation is sent, updated to Connected once the client registers the account, and changed back to Send Invite if the account is deactivated. 

Account Creation

Send Invite

To invite a client to join the Customer Portal:

• Within Clarity Human Services, navigate to the client’s profile page and click the Send Invite button at the bottom of the client photo.
  
• The SEND INVITATION TO THE CUSTOMER PORTAL pop-up appears. Enter the Client Email Address and click SEND.
  
  
• An email titled "Clarity Human Services - Customer Portal Invitation" will be sent to the client from noreply@bitfocus.com.
• The text on the Customer Portal button will change from Send Invite to Invite Sent.
  
  

Invite Sent

Hovering over the Invite Sent button displays a PENDING CUSTOMER PORTAL INVITE pop-up with the following details:

• The number of days until the invitation expires.
  • Clients who don’t sign up right away will receive emails reminding them their invitation will be expiring soon.
  • If the client does not create an account within the specified number of days, the invitation will expire. A new invitation can be sent as described above.
• The address the invitation was sent to.
• A RESEND button for sending the invitation again if needed.

A DISCONNECT button. Refer to the Account Disconnection section below for details.

Connected

After the client clicks on the registration link in the email and completes the steps to create the account:

• The text on the Invite Sent button changes to Connected, indicating that the client’s profile in Clarity Human Services has been connected to the Customer Portal.
• A SEND MESSAGE button appears under the client’s UNIQUE IDENTIFIER for you to send a message to the client as described in our Customer Portal: Sending Messages and Requests article.
• The Clarity user who sent the invitation will receive a message in their Clarity Inbox notifying them that the account has been created.
  

Click the Connected button to display the following account details:

• Email: The email address associated with the account.
• Phone: The phone number associated with the account.
• Last Seen: The date and time when the account was most recently accessed by the client. This is a useful reference for when a client reaches out for support accessing their account.

Account Disconnection

In situations such as the following, a client’s account may need to be disconnected:

• Updated email account
  • If a client updates their email address or loses access to the email address connected to the account, you will need to disconnect the current account and send a new invitation to an updated email address.

• Client request
  • Clients may request to disconnect their account verbally or in writing. You are encouraged to respond to the request as soon as possible.

• Account security breach
  • If a client's account has been compromised, disconnect the account immediately and notify the system administrator.

A disconnected client account will still exist, but the client will not be able to access any account information after the disconnection is complete.

To disconnect an account:

• Navigate to the client profile page.
• Click the Connected/Invite Sent button.
  
• On the CUSTOMER PORTAL CONNECTION pop-up, click DISCONNECT.

The text on the Connected/Invite Sent button will change to Send Invite, indicating there is no longer a connection between the Clarity profile and the Customer Portal. 

After the account is disconnected, an invitation can be sent to a new email address as described above. The client record is stored in the Clarity Human Services database, so when an account is created with a new email address, historical information from the previous account will be available.

Published: 02/10/2025