For agencies📥 Portal, Import & Reports

Review portal requests and changes

Book what customers send through their portals, answer their changes, or turn a request down.

Portal Requests is one queue for everything customers send you: new requests from the request portal and the old PIN form, and changes to jobs you have already booked. It updates live, and the badge in the sidebar counts both.

Step by step

  1. 1Open Portal Requests in the sidebar.
  2. 2Under New requests, read the request. One marked "Signed in" came from a request portal, so the person proved their email. A repeating request says how it repeats and how many dates. Any files are listed; click one to open it.
  3. 3Click "Review & Create". The booking form opens with everything filled in. OneTerp pre-selects the consumer, location and requestor when each matches exactly one of your records, and the banner says which. Check it is the same person. No match? Click "Add (name) as a new consumer" in the banner, or pick one.
  4. 4A repeating request opens with Recurring already on and the customer's dates set. Their files are already in Attachments, and they go onto every date.
  5. 5Finish the booking as usual and save. The request leaves the queue and the customer is emailed that it is booked.
  6. 6Click "Reject" on a request you can't take. The customer is emailed, and any files they sent are deleted.
  7. 7Changes to booked jobs show above, under Change requests (see Answer a customer's change request).

Tips

  • A request's extra ID, like a date of birth, is saved as a note on the consumer when you book it. It stays office-only and never goes onto the job.
  • Once a request is booked or rejected, the customer's original files are deleted. Booked ones live on the job, where only the assigned interpreters and your office can open them.
  • Review & Create only fills in the form. Nothing is booked until you save.
  • Portal Requests appears in the sidebar once a customer has a portal turned on, or a request is still waiting.
  • Booking a request and answering a change both need Coordinate access at the Manage level.

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