Chapter 4: Client experience responding to Requests

Summary

Requested items sent from the firm portal appear to the client contact assigned to the request(s) in the form of an email. The client contact can enter their Client Portal using a magic link and once in the portal, interact with the requests. This article focuses exclusively on the client's experience.

Included in this article

• Client request email
• Passwordless sign in experience
• View, respond, and submit items
• Reassign item

Client request email

Once the requests have been sent from the Firm Portal, the assigned client contact receives an email containing a high level outline of the request. 

The email is from the firm staff Reviewer assigned to the Request.

Example client facing email for a new client request

Email contents

When the client contact is ready, they simply select the large View Request Details button from the body of the email where they're brought to the Aiwyn Client Portal's Magic Link sign in page.

Passwordless sign in experience

The Passwordless Client Login feature (aka "Magic Link") is designed to simplify the client login process to the Client Portal by using a magic link sent via email.

How It Works

1. Accessing the Client Portal Directly:
   • Email Entry: Clients visit the Client Portal login page and enters their email address.
     • Magic Link Email: An email with a magic link is sent to the provided address.
     • One-Click Login: Clicking the magic link email logs the client into the portal instantly.
   • Alternative Options: Clients can opt to use the traditional email/password login if they prefer.
2. Receiving Client Requests:
   • Review Request Email: User clicks to review request
     • Client routed to Client Portal Login Page
     • Click to request magic link sent to their email
     • Click magic link to access portal, routed directly to the Client Request

3. First-Time Users: Clicking the magic link will create a new user account with their email address.
4. Security Measures:
   • One-Time Use Links: Magic links expire immediately after the first use to prevent unauthorized access.
   • Link Expiration: If a link is not used, it will expire after a certain period..
   • Expired Link Handling: If a client clicks an expired or already used link, they are prompted to request a new magic link via email. We prepopulate the email address, but they can modify this if required.

View, respond, and submit items

Once in the Aiwyn Client Portal, the assigned client contact can select to view the request. If they have any questions, they can view the Reviewer's email address for further discussion on the items in the request if necessary.

Example image of the client portal's main project page showing an active request for the client to complete.

Upon selecting a Request, the user is presented with all of the items they need to complete. Each item will include the name of the item, the description, it's status, when it is due, and a place to respond to the item, by either entering in a text response, or by uploading a file.

Example image of the items within an active request in the Client Portal

The user's progress is saved even before submitting items.

Choosing a request from the list

When viewing the items in the request from the left hand panel, selecting any item in the list will navigate you directly to that item entry on the page.

Responding to the requested item

If the item is a text response, the user may respond to the item directly on the page by entering text into the text response field.

Upload files as requested

If the item is a file upload, the user may upload them one at a time, or they can upload multiple files at once.

Upload one file at a time

1. Select the item to view the entry on the page
2. Drag and drop the file or click the "upload file" link to browse your device for the saved file

3. Select the appropriate file
4. It is now tied to the item
5. Repeat for each item

Upload multiple files

1. In the left hand panel, toggle from Requests to Files

2. Drag and drop or select to upload multiple files from your device's saved files
3. Using AI, Aiwyn will automatically match a file uploaded to the appropriate requested item
4. If necessary, the user can change the item a given file is assigned to

Complete the Request

Once an item is marked Ready to Submit, a Submit Request for Review button appears, indicating the number of requested items to be submitted upon selection.

By selecting the submission button within the portal, the items (files and text responses) are submitted to the firm Reviewer assigned to the Request.

Reassign item

In cases when the current user assigned to the item cannot fulfill the request, select the assignee name from the item and a small pop up appears, allowing entry of a different name and email to assign the item(s) to.

Upon hovering over the assignee name, and selecting the small pencil icon, the Assign to Someone Else window appears.

1. Select one or more items to assign to this person.
2. Enter their first and last name, their email address, and a brief message that is included in their email.
3. Select the send button and the requested item(s) will now be assigned to that person and that person will receive a Client Request Email.

The email is sent to the email address entered, and their response experience is the same (i.e. magic link to sign in, upload files through portal, etc).

Next Chapter: Chapter 5: Review Requests and update project status