Below you will find ways to troubleshoot issues, how to best utilize features, and examples of what others have done.
There's only a few ways that a "look up" attempt fails when a client is attempting to log into the portal. Consider this your 3-Step Troubleshoot Process for any clients who may be struggling to log in:
Bad Credentials: Your Filevine API Credentials are incorrectly configured or inactive.
Name Doesn't Exactly Match: The first and last name the client enters must EXACTLY match the first and last name of their Contact Record in Filevine. (NOTE: The portal login process ignores middle name(s). If a middle name is included in the first name field, the login attempt will fail. Have customers with middle names only use first and last.)
Phone Number Doesn't Match: The cell phone number attempted at login doesn't match or isn't listed on the Client's Contact Record. Only one number listed in the Contact Record needs to match in order to release a 2FA code.
Email Address Doesn't Match: If clients are unable to match email at this point they can submit to your firm their information to match to a project.
Here are some tips for prepping to launch your new Client Portal:
Thoroughly test all scenarios you've configured using a test project in your live Filevine environment. Test the front of the client portal by setting your test case client name to yourself and your cell phone number to bypass 2FA.
Ensure you've configured all your project type template phase categories, and you've mapped and described each of your project phases.
If you've configured webhooks, test them by sending fake events from your test project.
Invite a list of trusted clients to test the Portal and provide feedback.
Make a plan to not only announce your Portal, but to ensure your clients are regularly reminded to use the Portal.
Here's some ideas to promote the portal:
Announce Client Portal with our Mass Text tool.
Announce on Social Media with our Marketing Flyer we will tailor to your firm.
Place a link in your firms webpage.
Inserting Items into Phase Categories and Mapping
You can insert Images, Videos, Links, and Tables by selecting the Insert option:
You can then choose which you would like to action, be sure your cursor is in the spot you would like to insert this item.
Image
When inserting Images you can search for it locally or copy/paste the Source into the provided area. You can then provide an alternative description and resize the image if desired.
Link
When inserting a link you can copy/paste it directly into the URL area provided, or find it locally if you have it locally saved. You can adjust the text that is displayed for this link as well as indicate if you would like this link to open in a separate window for your clients when they click it.
Media
When inserting Media there are a few ways to perform this that allow for further flexibility!
General: Copy/Paste your source of media, this is usually a link to the video you want to insert.
Embed: Many platforms allow you to use the embedded code to insert media, this is as easy as Copy/Paste into the box provided.
Advanced: This allows for alternative sources to be inserted if desired.
Link Buttons
Link Buttons can be inserted to direct your customer to another link. We offer four styles:
Success
Info
Warning
Error
Each style has it's own color to convey a particular meaning. You won't see the design in the editor, but it will show on the front end. But sure to select "New Window" in the Target setting if you'd like the link to open a new window in the browser instead of redirecting from the current page on click.
Our SMS Service Lines
We have different SMS lines for each programmable service VineConnect offers. For anyone interested in what those phone numbers are, here's the most current mapped list.
2FA Verify: (610) 621-5160
Phase Change SMS: (610) 753-4805
Automated Workflows: (610) 831-4034
Mass SMS Messaging: (610) 756-9584
Review Request: (610) 634-8376
