This article explains how to configure system-wide, CoC-specific, agency-specific, and user-specific settings for the Customer Portal.
Overview
The Customer Portal is an optional component of Clarity Human Services that provides a secure and efficient method for clients and providers to communicate. When this feature is available for a system, the SUBSCRIPTION DETAILS section under SETUP > DASHBOARD will show “Subscribed” for the Customer Portal.
System-Wide Settings
When the Customer Portal is included in a system’s subscription, the Advanced Options sidebar under SETUP > SETTINGS will include a Customer Portal link.
Clicking that link displays the CUSTOMER PORTAL page.
Initially, the only setting that appears on the page is the Customer Portal Enabled toggle. Turn on the toggle and click SAVE CHANGES. Additional settings will then appear on the page.
The functions of these settings, as well as any required settings or permissions, are described in the following table.
| Setting | Function | Contingencies |
| Customer Portal Enabled | Enables the Customer Portal for an entire instance. |
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| Default Client Agency | Designates the agency to associate with a location or document that a client adds to the Customer Portal without receiving a request from a user. | |
| Default Client User | Designates the user within the Default Client Agency to associate with a location or document that a client adds to the Customer Portal without receiving a request from a user. | |
| Invite Expiration Threshold | Sets the number of days an invitation will remain active before expiring. | |
| Invitation Reminder Count | Sets the number of reminders the system will send to a client before an invitation expires. | |
| Invitation Reminder Frequency | Sets the number of days prior to expiration that the invitation reminders will be sent. (i.e., if Invitation Reminder Count is set to “2 Times” and Invitation Reminder Frequency is set to “3 Days,” the client will receive 2 email reminders: one at 6 days before the invitation expires, and one at 3 days). | |
| Community Queue Status | Displays a banner in the client’s Customer Portal dashboard if the client is currently active on a Community Queue. | The Enable on Customer Portal setting for the Community Queue must be turned on for each Queue that should be displayed in the Customer Portal. |
| Household Display | Displays the client’s global household members on the client’s Customer Portal dashboard. | |
| Care Team Display | Displays the active members of a client’s Care Team in the client’s Customer Portal dashboard. | The Care Team member must have Display in Customer Portal enabled in their Account Settings. |
| Message Center | Allows users to send messages to clients with active Customer Portal accounts. | Users must have the Customer Portal Client Management permission enabled. |
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Allows clients with active Customer Portal accounts to send messages to members of their Care Team. |
Care Team members must have Allow Client Initiated Contact enabled in their Account Settings. | |
| Mass message send | Allows users to send messages via the MASS SENDING feature. | Users must have the Customer Portal Client Management and Customer Portal Blast Messages permissions enabled. |
| Activity | Displays program enrollment history in the Customer Portal. |
Enable on Customer Portal must be turned on for each program to be displayed in the Customer Portal. |
| Calendar | Displays info in the Customer Portal about appointments scheduled for the client within Clarity. | |
| Appointment slots | Allows users to post available appointment slots within Clarity that clients can use for scheduling an appointment with a Care Team member via the Customer Portal. | |
| Appointment Max Count | Sets the maximum number of appointments that can be scheduled by each client per day per Care Team member. | |
| Canceling appointments from Portal | Allows clients to use the Customer Portal to cancel appointments scheduled via the Customer Portal. | |
| Documents | Allows users to request documents from clients via the Customer Portal. (Note: this function corresponds to the Files tab in Clarity.) | |
| Mass request send (Documents) | Allows users to request documents from clients via the MASS SENDING feature. | Users must have the Customer Portal Client Management and Customer Portal Blast Requests permissions enabled. |
| Client initiated upload | Allows clients to upload documents to the Customer Portal without receiving a request. | |
| Privacy | Displays a client’s ROI history in the Customer Portal. | |
| Electronic ROI Enabled | Allows users to send Release of Information (ROI) requests to clients via the Customer Portal. |
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| Mass request send (Electronic ROI) | Allows users to request ROIs from clients via the MASS SENDING feature. |
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| Assessments | Allows users to request assessments from clients via the Customer Portal. | Enable on Customer Portal must be enabled for each assessment screen. |
| Mass request send (Assessments) | Allows users to request assessments from clients via the MASS SENDING feature. |
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| Location | Allows clients to share a location (with or without receiving a request from a user). | |
| Location Update Threshold | Sends clients an automated notification to update their location if they have not submitted a new location in the designated number of days. | This setting only appears when Location is enabled. |
| Mass request send (Location) | Allows users to request locations from clients via the MASS SENDING feature. | Users must have the Customer Portal Client Management and Customer Portal Blast Requests permissions enabled. |
| Resource Directory |
Allows system administrators to create Resource Directory records. |
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| Content Management System | Allows system administrators to create Article records. |
*A “user” is a Clarity Human Services user.
CoC-Level Settings
If a CoC does not want to use all of the Customer Portal features that are enabled for the system, a system administrator can turn off the unwanted features.
To do this, scroll to the COC OVERRIDE SETTINGS section at the bottom of the CUSTOMER PORTAL settings page and click ADD NEW COC OVERRIDE SETTINGS.
The ADD COC SETTING pop-up appears.
- Select the CoC from the drop-down menu, which lists all CoCs that do not yet have an override setting.
- Turn off the toggles for the features that will not be used for that CoC.
- Click ADD.
The list of toggles enabled for each CoC will be displayed in the Enabled Resources column in the COC OVERRIDE SETTINGS section. The word “None” in the Enabled Resources column indicates that none of the toggles are enabled for that CoC.
Agency-Level Settings
Enabling the Customer Portal for the system does not automatically enable the Custom Portal for each agency. For the Customer Portal to be available to an agency, system administrators must turn on Customer Portal Enabled at the agency level.
To do this, navigate to MANAGE > SHARING and click Customer Portal in the Advanced Options sidebar. The CUSTOMER PORTAL page appears.
Turn on Customer Portal Enabled. Additional settings available to that agency will appear.
Configure the settings as appropriate for that agency, then click SAVE CHANGES.
User-Level Settings
Users may adjust the following in their Account Settings:
- Display in Customer Portal: Users can disable this setting if they do not want their name to be displayed on a client’s Customer Portal dashboard when they are a member of that client’s Care Team.
- Allow Client Initiated Contact: Users can disable this setting if they do not want clients to send them messages through the Customer Portal.
- Allow Appointment Slots Usage: Users can disable this setting if they do not want clients to schedule appointments with them through the Customer Portal.
Published: 02/10/2025