Customer portal settings
Reference for Settings › Customer Portal in the partner portal, including site links, help desk, reCAPTCHA, referral settings and the knowledge base links your customers see.
Settings › Customer Portal holds the links, help desk and sign-up settings for the customer portal your customers use. The page is titled Customer portal setting. Change what you need and click Update at the bottom to save.
Both partner types have this page. White-label partners can change more of it; see What channel partners see.
The page has these sections:
| Section | What it controls |
|---|---|
| Site settings | Links to your website and your customers’ portal. |
| Review requests | Review requests and the discount offered for a review. See Review requests. |
| Advanced Site settings | API secret, Google reCAPTCHA keys, sign-up and login pages, and your Zendesk help desk. |
| Referral system settings | Defaults for agents and rebates. See Referral agent system. |
| Customer portal URLs | Help (knowledge base) links for each customer portal page, plus the special offer frame. White-label only. |
| Customer portal configuration | Which sections and pages your customers see. See Hide customer portal pages. |
| PBX KB | Help links for each object and window in the PBX call flow builder. White-label only. |
Site settings
Section titled “Site settings”| Setting | What it does | Default/notes |
|---|---|---|
| Site URL | Your selling website. | Required. |
| Default signup URL | The sign-up link the platform generates for you. | Read-only. You can give it to new customers; see Add and manage customers. |
| Default customer portal URL | The address of your customers’ portal. | Read-only. For white-label partners it follows the Customer portal FQDN; see Branding, domain and legal. |
| Legal URL | The page with your terms and legal documents. | White-label partners only. Read-only for channel partners. |
| Plans URL | Your plans or pricing page. | Default: Site URL + /hosted-pbx/. |
| Support URL | Your support page. | Default: Site URL + /support/. |
| Contacts URL | Your contact page. | Default: Site URL + /contact/. |
| Customer portal demo session URL | A booking page where customers can book a demo session with you. | Optional. Leave it blank to remove the demo button from the customer portal. |
| Customer portal Knowledge Base URL | A link to your own external knowledge base. | Optional. Leave it blank to remove the knowledge base button from the customer portal. |
Use Legal URL for the Legal page on your website that holds your terms and customer policies, such as financial hardship, domestic and family violence, and complaint handling. Customer help articles tell your customers to find these policies on their provider’s website, on the Legal page.
Review requests
Section titled “Review requests”Most of this section sets up review requests; see Review requests. White-label partners also have Alphanumeric Sender ID form URL here: an optional link, shown on the customer portal’s phone numbers page, to the form where customers ask for an alphanumeric SMS sender ID.
Advanced Site settings
Section titled “Advanced Site settings”| Setting | What it does | Default/notes |
|---|---|---|
| API secret | A secret value the platform generates for your account. | Click Generate new token to replace it. The portal asks you to confirm and then shows the new token. |
| Google Recaptcha site key | The site key of your Google reCAPTCHA, used for sign-up and login forms. | See Create reCAPTCHA keys. |
| Google Recaptcha secret | The secret of the same reCAPTCHA. | Keep it private. |
| Signup URL | Your sign-up page. | Default: Site URL + /signup. |
| Signup confirm URL | The page customers land on to confirm their sign-up. | |
| Login URL | Your login page. | Default: Site URL. |
| Zendesk domain | Your Zendesk help desk. | Enter only your company name: no https://, no www and no zendesk.com. The portal warns you if you do. |
| Zendesk admin email | The Zendesk administrator account. | |
| Zendesk admin password | The password for that account. | Keep it private. |
| Zendesk access token | A Zendesk API token. | Created in Zendesk’s admin centre under the Zendesk API token settings. |
| Zendesk department | Optional. Sets the department on new tickets your customers create in the customer portal. | |
| Zendesk Web Widget | Your Zendesk web widget script, or only its key. | The portal warns you if the key doesn’t look like a widget key. |
When the Zendesk fields are filled in, the support tickets your customers create in the customer portal go to your Zendesk account.
Referral system settings
Section titled “Referral system settings”| Setting | What it does | Default/notes |
|---|---|---|
| Agent commission (%) | The default commission your agents earn from invoices paid by customers they referred. | Paid from your partner account. Changing it doesn’t change existing agents. |
| Rebate (%) | The share of paid invoices refunded to a customer who is linked to an agent. | Paid from your partner account. Changing it doesn’t change existing customers. |
| Enable agent functionality for new customers | Lets new customers act as agents. | |
| Maximum account age for referrals | The maximum account age, in days, at which an agent can email a referral request to a customer. |
Customer portal URLs (white-label partners)
Section titled “Customer portal URLs (white-label partners)”Each page of the customer portal has a help button that opens a knowledge base article. Customer portal URLs lets you choose the article for each page: one field per page, from Account details KB URL to SMS A2P KB URL. The section is collapsed; click its title to open it.
- Leave a field blank to use your provider’s default article for that page.
- Fill in a field to send your customers to your own article instead. Your own value stays when the provider’s defaults change.
$reseller_fqdn$in a link is replaced with your customer portal address. For example,$reseller_fqdn$/customer/support/knowledge_base/article/<id>.
The help buttons are hidden when Knowledge base or Show Support section is turned off in Customer portal configuration, or when the customer’s administrator has no access to Support.
The same section also has:
| Setting | What it does | Default/notes |
|---|---|---|
| Financial Hardship URL | The link to your financial hardship information. | If blank, the provider’s default is used. |
| Light Promo iFrame URL | A web page shown in the Special offer block on the customer portal’s Billing › Home page, in light mode. | Optional. If Dark Promo iFrame URL is empty, this page is shown in both modes. |
| Dark Promo iFrame URL | The same block in dark mode. | Optional. If Light Promo iFrame URL is empty, this page is shown in both modes. |
PBX KB (white-label partners)
Section titled “PBX KB (white-label partners)”PBX KB sets the help links in the PBX call flow builder. It has three groups:
- Objects: one field per call-flow object, from Inbound number to Webhook.
- Windows: Devices, Phonebooks and Settings.
- Other: PBX introduction and IP authentication form.
The fields show the links currently in use. Until you save your own, those are your provider’s defaults. Links that start with $reseller_fqdn$ are hidden when the customer portal Knowledge base page is turned off.
If you clear a field and click Update, the PBX shows no help button for that item. It doesn’t fall back to your provider’s default link.
What channel partners see
Section titled “What channel partners see”- Legal URL, Default signup URL and Default customer portal URL are read-only.
- There’s no Alphanumeric Sender ID form URL.
- There are no Customer portal URLs or PBX KB sections. Your customers always get your provider’s help links, and there’s no special offer frame to set.
- Everything else, including the Zendesk and reCAPTCHA fields, works as described above.
- Changes apply to your customers’ portal once you click Update. If the form has an error, the portal shows “Please correct form errors.” and saves nothing.
- Several fields hold passwords, tokens and secret keys. Only give portal access to people who need it; see Partner portal administrators.