Practice Pro Client Portal Training Video
Client Portal – Understanding the Firm Experience
The Client Portal provides a secure way for firms and clients to communicate, exchange documents, complete forms, view invoices and payments, and, when integrated with SurePoint Payments or LawPay, make online payments.
Managing the Client Portal
The firm manages the Client Portal from the Portal tab on the client record within the SurePoint system.
The Portal tab provides access to portal documents, users, and messaging.
Portal Overview
Documents: Displays documents requested from or sent to the client, along with the matter, document name, status, and date.
Users: Displays clients and other users who have access to the client side of the portal.
Messaging: Allows firm users to communicate securely with portal users.
Important: Firm users access the Client Portal through SurePoint. Clients use a separate client-facing portal URL and login. Clients do not have access to the firm's SurePoint system or the firm-side Portal tab.
Managing Documents
The Client Portal allows firms to exchange documents securely with clients.
Requesting a Document
Use Request Document when the firm needs the client to provide a specific document.
Select Request Document.
Select the appropriate matter in To Matter.
Enter the requested document name in Document Title.
Use Description to provide additional context, instructions, or the reason the document is needed.
Submit the request.
The request appears in the client's portal, where the client can upload the requested document.
When the client uploads the document, the firm contact receives both an in-app and email notification.
Sending a Document
Use Send Document when the firm needs to provide a document to the client for review, completion, or other action.
Select Send Document.
Select the appropriate matter in To Matter.
Select Select File and attach the document.
Enter a Document Title.
Use Description to provide any helpful context or instructions.
Send the document.
The document appears in the client's portal and can be tracked from the firm's Documents list.
Document Statuses
Status | Description |
Delivered | The document has been delivered to the client. |
Request Pending | The firm has requested a document from the client, but it has not yet been submitted. |
Request Completed | The client has uploaded the requested document. |
When a document is available for viewing, select the eye icon in the Actions column to download and/or open it.
Sending Custom Record Forms
Custom record forms can be sent to the Client Portal for clients to complete and submit.
Steps to Send a Custom Form:
Navigate to the matter.
Select the ZenKM tab.
Select Custom Records.
Locate the record/form category to send.
Select the corresponding ellipsis icon.
Choose Send to Client Portal.
Select the portal user who should receive the form.
The form is then available in the client's portal under Forms.
Example: A firm can send a Real Estate Transaction form to a client to collect information needed for a transaction.
Managing Portal Users
Portal access can be provided to clients or other authorized portal users from the Portal tab.
Adding a Portal User:
Select Add User.
Enter the user's email address.
Enter the user's first name and last name.
Select Save.
The user receives a welcome email inviting them to access the Client Portal. They can then complete registration and set up their portal access.
Important: Adding a portal user gives that person access to the client-facing portal. It does not give them access to the firm's SurePoint system.
Secure Messaging
The Client Portal provides secure in-app messaging so firms and clients can communicate without relying on email for sensitive information.
Sending a Message:
Select the chat icon next to the user's name.
Enter the message.
Select Send.
The message appears in the client's portal, where the client can review and respond.
Managing Message Threads
Client responses are added to the original message thread rather than appearing as separate messages.
The Replies count shows the number of responses.
The date of the most recent reply appears beneath the original message.
Firm contacts receive a notification when a client responds.
Select Replies to open the complete conversation and view the messages in order.
Best Practice: Use message threads to keep related communication together and make conversations easier to reference later.
Client Portal – Understanding the Client Experience
Clients access the Client Portal through a separate secure URL and login. They do not see the firm's SurePoint interface or the firm-side Portal tab.
After signing in, clients can access the following areas:
Dashboard
Documents
Invoices
Payments
Messages
Forms
If a client has access to more than one client account, they can use Change Client to switch between accounts.
Dashboard
The Dashboard provides an overview of the client's account and quick access to important information.
Clients can view:
Trust Balance
Total Due
Client Manager & contact information
Recent open and closed invoices
Recent payments
Documents
The Documents page is divided into three sections:
Section | Description |
Required Documents | Displays documents requested by the firm. Clients can upload the requested files directly from this section. |
Documents for You | Displays documents shared by the firm for the client to download and review. |
Additional Documents | Allows clients to upload other files they want to share with the firm, even if they were not specifically requested. |
Invoices
The Invoices page displays all invoices associated with the client, regardless of which matter they are billed to.
Invoice Statuses
Status | Description |
Paid | The invoice has been paid in full. |
Partially Paid | A payment has been made, but a balance remains. |
Invoiced | No payment has been made yet. |
To view an invoice, select the ellipsis icon in the Actions column and choose View invoice.
If the firm has an integrated SurePoint Payments or LawPay account, the client can also pay the invoice directly through the portal.
Payments
The Payments page displays a history of the client's previous payments.
This provides clients with an easy way to review prior payment activity from one centralized location.
Messages
The Messages page provides clients with secure communication with the firm.
Clients can:
View existing message threads.
Select Replies to view the full conversation.
Respond directly within an existing thread.
Start a new conversation by entering a message and selecting Send.
Because replies remain attached to the original message, related communication stays organized in one conversation thread.
Forms
The Forms page displays custom record forms sent by the firm.
Completing a Form:
Locate the form.
Select the pencil icon to open it.
Enter the requested information.
Select Save to save progress and return later, or select Submit Form when the form is complete.
After submission, the form's status changes to Completed in both the client portal and the SurePoint system.