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Customer Portal: Sending Messages and Requests

This article describes how providers can use the Customer Portal to send a message to a client or to ask the client to update components of their record.

To send a message or request to multiple clients at once, refer to our Customer Portal: Mass Sending article.

Overview

Providers can use the Customer Portal to contact clients in two ways:

Send a Message to the Client

To send a new message to a single client, navigate to the client’s Clarity profile and click SEND MESSAGE under the client’s photo.

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The CREATE A MESSAGE pop-up appears. Type your message, using the formatting tools to create bold, italic, numbered, or bulleted text as needed, then click SEND MESSAGE. 

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Notes: The formatting for individual messages and requests and mass messages and requests in the Customer Portal has been updated. All messages and requests will have the same formatting options as articles/resources in the Resource Directory. 

Customer Portal formatting

These formatting options include:

  • Source
  • Bold
  • Italics
  • Underline
  • Format
  • Numbered list
  • Bulleted list
  • Image (ability to insert an image and the client sees the image in the message)
  • Table (ability to insert a table and the client sees the table in the message)
  • Link
    • When the client views the message in the Customer Portal, if there is a link, they can click on it and be directed to a new tab to the site contained in the link.

      Customer Portal.Message.Insert link

A copy of the message will appear with a PORTAL label in the Read Messages section of your Clarity Inbox.

read messages

Click the “Read” icon to view the message.

read message icon

To respond to the message, type your response in the text field, then click SEND RESPONSE.

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Turning Off Contact from Clients

If you do not want to receive messages from clients through the Customer Portal, navigate to the MY INFO page in your Account Settings and turn off the Allow Client Initiated Contact setting.

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Note: When this setting is enabled, any client for whom you are assigned as a Care Team member will be able to send you a message.

Submit a Request to a Client

To submit a request to a client through the Customer Portal, navigate to the client’s profile page and click the Customer Portal Requests icon.

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The CUSTOMER PORTAL page appears. Click SEND NEW REQUEST.

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The SEND REQUEST TO THE CUSTOMER PORTAL pop-up appears. Click the drop-down arrow for the type of request you wish to make.

send request to the customer portal

  • Assessments
    • Select the Assessment from the list of assessments that have been enabled to be requested through the Customer Portal for the agency.
    • Turn on the Private toggle if you do not want the assessment to be shared with staff members at other agencies.
    • Click SEND REQUEST.
  • Documents
    • Select the Category of document you would like the client to provide.
    • Select a Predefined Name for the document.
      • If none of the Predefined Names are appropriate, select “Other.” A field called Other Name will then appear for you to enter a name for this document.
    • Turn on the Private toggle if you do not want the document to be shared with staff members at other agencies.
    • Click SEND REQUEST.

Notes: 

  • The maximum size per document file is 25MB.
  • For file uploads greater than 25MB, an error warning will appear that states: Invalid file size. The total of all files must be less than or equal to 25MB.
  • Compressed files can be uploaded.
  • Location
    • Turn on the Private toggle if you do not want the location to be shared with staff members at other agencies.
    • Click SEND REQUEST.
    • Release of Information
      • Click SEND REQUEST. 
      • If the client has an ROI that is inactive or set to expire within 7 days, the system will send the request.

    Note: If the client has an active ROI that is not set to expire within 7 days, the system displays the following pop-up: "This client already has an active Release of Information. Please review the client’s Release of Information history."

    The request and status will then be listed on the CUSTOMER PORTAL page along with all other previous requests made to the client.

    After the client has fulfilled the request, the user who sent the request will receive a notification in their Clarity Inbox, and the record will be visible on the appropriate tab in the client’s record in Clarity Human Services.


    Updated: 06/17/2025