Settings → Customer Experience (in the Customers & Growth group) controls
how your team appears to customers in the
customer portal: whose name signs your
replies, and whether customers can see that someone is in the office.
The page has one card, Customer Portal, with three switches. Each switch
saves the moment you flip it; there is no Save button. A short message
confirms the change.
Privacy: Hide Employee Names in Customer Portal
When this is on, customers see "<your company name> Admin" instead of
the individual employee's name on your replies in portal support messages.
When it is off (the default), each reply shows the name of the person who
sent it.
Turn it on if you want every reply to read as the company rather than a
person, for example when several people share the inbox.
Online status: Share Online/Offline Status with Customers
When this is on (the default), the portal shows customers whether your
company is Online or Offline: a green dot for online, a grey dot for
offline. It appears on the portal's Contact Support card and on the
support messages page ("<your company name> is Online").
You count as online while anyone on your team has PortaPro open and signed
in. The setting applies to every portal conversation across your
organization.
When it is off, customers see no online or offline indicator at all.
Use Business Hours
This switch appears only while Share Online/Offline Status with Customers
is on. When it is on (the default), customers see "online" only during your
business hours. Outside them they see "offline", even if someone on your
team is signed in.
Business hours are set on the Business Hours card in Settings → Company
and read in your company time zone. The Configure business hours in
Settings → Company link opens that card, with its editor open, in a new
tab. See Company profile.
If you have never saved business hours, there are no hours to check and this
switch has no effect: customers see "online" whenever someone is signed in.
Open the Business Hours card and click Save once to make your hours count.
What customers see either way
Whatever these switches say, customers can always send you a message from
the portal, and their messages arrive in your Inbox. When you show as
offline, the portal tells them you'll see their message when you're back. The portal's contact details show
your company phone and your Support Email (or your company email if no
support email is set), both from Settings → Company.
See Using portal support messaging
and Contact information and business hours
in the customer portal guide.
Who can change these settings
Owners, admins and dispatchers. Drivers and mechanics can't open Settings.