Client Portal

Portal Overview

Every BlueRockTEL instance comes with a dedicated client portal at no extra cost. The portal is a separate interface where your clients can:

• View and download their invoices
• Access consumption files
• Browse shared documents
• Create and track support tickets (if ticketing is enabled)

The portal displays your logo, uses your company subdomain, and reflects any custom branding you have configured in BlueRockTEL.

Portal URL

Your client portal is accessible at:

https://yourcompany-clients.bluerocktel.net/login

Tip: To quickly switch between your admin interface and the client portal, simply replace -admin with -clients in the URL. For example, yourcompany-admin.bluerocktel.net becomes yourcompany-clients.bluerocktel.net.

Setting Up Client Access

Before a client can log in, you need to configure their contact record in BlueRockTEL.

1. Open the client's record and navigate to the contact details
2. Ensure the contact is marked as Active
3. Check Client portal access to grant login rights
4. Optionally, check Client portal: Admin if the contact should have full portal access (leave unchecked if they should only access support features)
5. Verify that the email address on the contact record matches exactly what the client will use to log in

Important: Clicking "Update" on a contact with portal access enabled may trigger an automatic welcome email to the client. If you are setting up multiple contacts during initial deployment, consult the BlueRockTEL team before saving to avoid sending premature notifications.

First Connection Process

Once a contact is configured for portal access, here is how their first login works:

1. The client either receives the automatic welcome email, or navigates to the portal login page and clicks the "First connection" link
2. They enter the email address associated with their contact record
3. An email is sent from postmaster@bluerocktel.net with the subject "Reset Password Notification"
4. The client clicks the "Create a new password" link in that email
5. A new browser tab opens where they enter their chosen password twice
6. They return to the portal login page and sign in with their email and new password

Testing with Impersonation

Before giving a client access, you should verify what they will see. BlueRockTEL provides an impersonation feature that lets you view the portal exactly as a specific client would.

1. Log in to the client portal with your own credentials
2. Click your name in the top-right corner and select "Impersonate"
3. Enter the client's email address
4. Click "Impersonate"

You are now viewing the portal as that client. Everything you see — invoices, documents, tickets — is exactly what they would see after logging in.

Tip: Always test with impersonation before granting a new client portal access. This lets you confirm that invoices, documents, and other data appear correctly.

What Clients See

Invoices

Invoices become visible on the portal automatically once billing has been run and the notification has been sent. No manual action is required from you.

Consumption Files

If configured, consumption files are sent alongside invoices and appear in the portal at the same time.

Shared Documents

When you upload a document to a client's record, check "Shared with client" to make it visible on the portal.

Note: Uploading a new document does not automatically notify the client. If you need them to see it promptly, let them know separately.

Support Tickets

If ticketing is enabled for your instance, clients can create new support tickets and track the status of existing ones directly from the portal.

Controlling Consumption File Sharing

By default, consumption files are shared with clients alongside their invoices. To disable this for a specific folder:

1. Open the folder and click Edit
2. Navigate to the Payment and balance section
3. Uncheck "Send consumption report"
4. Save

That folder's consumption reports will no longer be visible to the client on the portal.

Email Delivery Issues

Some client email servers may silently filter out emails from BlueRockTEL without even delivering them to spam. If a client reports not receiving portal emails:

• Ask the client to check their spam and junk folders
• Verify the client's email server configuration to ensure postmaster@bluerocktel.net is not blocked
• Try using an alternative email address for the contact
• As a workaround, create a relay email address that forwards to the client's original address

Important: Two Different Portals

Be aware that there are two distinct portals:

Important: Never share the BlueRockTEL communication portal URL (clients.bluerocktel.net) with your clients. They should only ever use your instance portal URL.

Troubleshooting Checklist

If a client cannot access the portal, work through these steps in order:

1. Spam folders — Has the client checked spam and junk folders for the password email?
2. Email match — Does the email address on the contact record match exactly what the client is entering on the login page?
3. Contact configuration — Is the contact marked as both Active and Client portal access?
4. Correct URL — Is the client using your instance portal URL (not the BlueRockTEL communication portal)?
5. Impersonation test — Log in and impersonate the client to verify their account is working from your side
6. Alternative recovery — If still failing, have the client try the "Forgot password" flow on the login page, or configure an alternative email address on their contact record