In this article:

Sending ClientConnect Account Activations

Suspend/Unlock a ClientConnect Account

Cancel/Disable a ClientConnect Account

ClientConnect Account Maintenance


ClientConnect provides your clients with access to some of their information in Penelope via a mobile-friendly portal.

By using the ClientConnect portal your clients can see their profile, calendar, message history, account balance and much more. ClientConnect enables clients to actively participate in their service provision with the ability to complete new Documents and message their Service Provider. Clients also have the ability to pay invoices (if configured) and view records of past transactions.

Important Information

If an Individual (client) receives an Engage email and clicks on the Document Task link prior to activating their ClientConnect account, the link will not work and they will be taken to a blank page. The ClientConnect account needs to be activated prior to clicking the link.


Sending ClientConnect Account Activations


Important Information: To send activations for new ClientConnect accounts the Worker must belong to a Security Class with Allow ClientConnect Activations enabled (checkbox ticked/green).


In this section

Add client contact

Create a ClientConnect account

Client failed to activate their account

Resend a ClientConnect activation email


Add Client Contact

Information: Before you begin: Ensure the client has an email address set up on their Individual Profile > Contact Information.

1. Navigate to the client’s Individual Profile.

2. On the Profile tab in the Contact Info section click Add.

3. From the Contact Type drop-down choose an email contact type.

4. In the Contact Info field type the client’s email address and click Use Contact?

5. If applicable enter any Communication Instructions and indicate if the email address is their Main Contact.

6. Click Save.

Create a ClientConnect Account

1. Navigate to the client’s Individual Profile > Message Settings tab.

2. In the ClientConnect section click Create.

3. On the ClientConnect Account screen enter the email address the client will use for their ClientConnect account.

Note: If you previously configured the email component of Individual Communication Settings for the client, the Email field will be pre-populated with that email address.

4. Click Save.

An email will be sent to the client with instructions for activating their account. The client’s ClientConnect Account will be in a Pending state until they successfully activate their account.

When a client fails to activate their account

A client’s ClientConnect account will return to a Closed state if they:

a. Don’t activate their account in the appropriate number of days that you have specified as the Activation Expiry

b. Enter an incorrect Date of Birth three times during the activation process If either of these things happen the client will need to contact your agency to have them open a new ClientConnect account.

Note: In order for a client to activate their ClientConnect account they will need to have given consent to email communication. If a client has not given consent for email communication, they will not receive the activation email and will be unable to access ClientConnect.

Resend a ClientConnect Account activation email

You can resend a ClientConnect account activation email to a client (for example, if the activation email expires).

1. Navigate to the client’s Individual Profile > Message Settings tab.

2. In the ClientConnect Account section click Resend.

3. Click Okay to confirm your action.


Suspend/Unlock a ClientConnect Account


Suspend a ClientConnect Account

Suspending a ClientConnect account will lock the users account. The user will not be able to login to ClientConnect until their account has been unlocked.

1. Navigate to the client’s Individual Profile > Message Settings tab.

2. Click Suspend in the ClientConnect Credentials section.

Unlock a ClientConnect Account

By unlocking a ClientConnect account the user will be able to access their account after having had it suspended.

1. Navigate to the client’s Individual Profile > Message Settings tab.

2. Click Unlock in the ClientConnect Credentials section.


Cancel/Disable a ClientConnect Account


Prerequisite: You must be logged in to Penelope using an account with a User Group of Intake-Mgmt or Admin Executive and appropriate permissions.

Cancel a ClientConnect Account Activation

On occasions it may be necessary to cancel a ClientConnect activation email (you may want to change the email address associated with the ClientConnect account for example). Once the activation email has been cancelled you can resend a new one.

1. Navigate to the client’s Individual Profile > Message Settings tab.

2. In the ClientConnect Account section, click Close.

3. Click Okay to confirm your action.

Disable a ClientConnect Account

Disabling a ClientConnect account will close the Individual’s ClientConnect account. If a ClientConnect account is required in the future please follow the Create a ClientConnect account instructions.

3. Navigate to the client’s Individual Profile > Message Settings tab.

4. Click Disable ClientConnect.


ClientConnect Account Maintenance


Prerequisite: You must be logged in to Penelope using an account with a User Group of Intake-Mgmt or Admin Executive and appropriate permissions.


In this section

Status tab

Maintenance tab

Statistics tab

View total number of available ClientConnect licenses


Status tab – Bulk actions

The Status tab allows you to find out the status of ClientConnect accounts in bulk by using the search function on the ClientConnect Account Maintenance page (Status tab).

The Status tab also enables you to do the following bulk actions without having to go into the Individuals Profile:

• Close

• Suspend

• Unlock

• Disable

• Enable

To check the status of ClientConnect accounts in bulk:

1. From the My Home screen navigate to the Setup tab on the righthand side.

2. Select ClientConnect Accounts Maintenance.

3. Select the Status tab if not active.

4. On the Status tab enter the search criteria as required.

5. Click Go.

To apply bulk actions:

1. Check the boxes next to the applicable ClientConnect account users.

2. Then select Close, Suspend, Unlock, Disable or Enable as required. This will apply the selected action to all the select ClientConnect accounts.

Maintenance tab – Bulk activation and password reset

The Maintenance tab allows you to send ClientConnect activation links in bulk and also force password resets for all ClientConnect users. When sending ClientConnect activation links in bulk you will be sending an activation link to all Individuals in Penelope who have consented to communications and do not have a ClientConnect account. This does however exclude Individuals who have a date of birth less than the minimum age restriction or a default date of birth. In addition to this an email will not be sent to Individuals who have the same email address and have consented to communications. To send ClientConnect activation links in bulk:

1. From the My Home screen navigate to the Setup tab on the righthand side.

2. Select ClientConnect Accounts Maintenance.

3. Select the Maintenance tab.

4. On the Maintenance tab click Send ClientConnect activation links in bulk.

5. A warning will appear click okay.

To force a password reset for all ClientConnect users:

1. From the My Home screen navigate to the Setup tab on the righthand side.

2. Select ClientConnect Accounts Maintenance.

3. Select the Maintenance tab.

4. On the Maintenance tab click Force password reset for all ClientConnect users.

5. A warning will appear click okay.

Statistics tab – Account usage

On the Statistics tab you will find information about your agencies ClientConnect account usage.

Available Licenses Count on Account Maintenance Page

It is possible to see how many ClientConnect licenses are available on the Status tab of the ClientConnect Account

1. From the My Home screen navigate to the Setup tab on the righthand side.

2. Select ClientConnect Account Maintenance.

3. Select the Status tab if not active.

4. Enter the Search Criteria as required.

5. Click Go.

For further information about license usage use the Statistics tab.

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