Customer Management
Manage customer relationships, support conversations, and communication workflows.
Inbox & Messaging
Talking with customers by portal, text, email and phone
The Inbox
The Inbox: Messages and Requests, the Portal, Text, Email and Call channels, filters, status, assigning and categories.
Replying to Customers
Opening a conversation, the customer panel, replies versus internal notes, saved and suggested replies, attachments and starting a new message.
Inbox Notifications and Customer History
How staff are told about new customer messages and requests, the bell, push on the phone app, and a customer's communication history.
Text and Email Conversations
Two-way texting and email in the Inbox: requirements, STOP and HELP, reply capture, grouping, closing, delivery statuses and fixes.
Support Email Intake and Ticket Numbers
The support intake address, acknowledgement emails, auto-assigning new tickets and ticket numbers.
Driver On-the-Way Texts (ETA Notifications)
Automatic or driver-tapped SMS that tells a customer their driver is heading over, with a live GPS-derived ETA and an optional real-time tracking link. Growth plan and up; requires Twilio SMS active with A2P 10DLC approved.
Email Inbox Capture
Capturing customer email replies in the Inbox: BCC, forwarding, auto-forwarding from Gmail or others, and unmatched emails.
Customer Push Notifications
Customers who use the PortaPro app on their phone get a push alert when your team replies. In a web browser they see replies on the portal bell and by email.
Customer Requests (Inbox → Requests)
Every request a customer sends from the portal lands in Inbox → Requests with a status, a notification and a button that books it as a job.
Supply Requests
Consumable supply requests from the portal: their lifecycle, fulfilling from stock, and the linked discussion thread on each.
Call Logging & Outcomes
The post-call wrap-up prompt, the six call outcomes, follow-up reminders, and filtering a customer's activity down to the calls that ended a certain way.
Day-Before Service Reminder Texts
An opt-in text the afternoon before a scheduled job: the date and arrival window, so a gate is unlocked and nobody is surprised by a truck. Who is skipped, when it sends, and how it differs from the on-the-way text.
Sites Tab
Service locations, addresses, GPS pins, and the address → pin → unit hierarchy
GPS Pins and Unit Placement
GPS pins mark the exact spot units sit at a site. How to read the GPS Pins view, move a pin, and how drivers drop and move pins from the field.
On-Site Systems (Customer-Owned Equipment)
Record the septic tanks, grease traps, control panels and pumps installed at a customer's site, get pump-out predictions from tank size and household, and scan a nameplate instead of typing a serial.
Customer Hub
Customers, contacts, sites and portal access
The Customer Hub and the Customer Profile
The Customers list and the customer profile: columns, filters, search, parent accounts, bulk actions, export and the profile tabs.
Adding Customers and Contacts
Adding and editing a customer (industry, account type, billing and tax), and managing contacts and who gets which emails.
Customer Sites
A customer's sites: adding service locations, map locations, pausing, closing and reopening a site.
Importing Customers
Importing customers from a spreadsheet or paste: the wizard's steps, matching equipment, billing and tax questions, duplicates and rolling back an import.
Customer Portal Access
Inviting customers to the portal one at a time or in bulk, the invitation email, and resending, revoking or removing access.
The Customer Financial Tab
The customer's Financial tab: invoices, quotes, payments, credits, the money tiles and balance or activity statements.
Inactive, Deleted and Merged Customers
Making a customer inactive, deleting and restoring, finding duplicates and merging customers.
Troubleshooting Customers
Real causes and fixes for customer problems: missing customers, emails not arriving, portal invites, sites not on the map and import issues.
Email recipients: Billing, Service, and Sales
Choose once, per customer, who receives invoices, service reports, and quotes — then every send routes itself.
Long-Term Rentals
Rate-card-first workflow for construction sites and recurring cycle customers
Long-Term Rental Workflow (Construction & Ongoing Sites)
Construction sites and other month-after-month rentals: declare what's at each site on the Rate Card, place the units, and PortaPro bills each cycle.
Front-Load Recurring Service with Included Pulls
Per-trip billing for front-load and other recurring pull work: set an allowance on the Rate Card row and PortaPro splits included pulls from extra ones.