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Overview

The Client Portal gives clients a separate, client-facing place to see the applications you choose to show them. Clients sign in with a secure email link, then view visible applications, client-facing statuses, questionnaires, signature requests, optional IRCC processing-time cards, and portal notifications. Use this guide when you want to prepare a case for the client portal and confirm what the client will see.

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Before you start

  • The client must have an email address on their profile.
  • The case must be linked to the correct client.
  • Client portal access must be available for your workspace.
  • If you use a white-label domain, confirm the domain is verified before sharing the portal link.
  • If family members should only see their own forms, confirm family member records and form assignments before sharing access.

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Share the portal sign-in page

  1. Open a case.
  2. Open the Client Portal tab.
  3. Expand the intro panel.
  4. Copy the portal sign-in URL.
  5. Send the link to the client.
Clients can also go directly to /portal/signin on your VisaFlo or white-label domain. They enter their email, then VisaFlo sends a secure sign-in link if the email has portal access. The client portal magic-link sign-in page. Client portal home after secure sign-in, showing the visible application count.

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Show or hide a case

Cases are hidden from the client portal until you turn on visibility.
  1. Open the case.
  2. Open the Client Portal tab.
  3. Turn on Show in client portal.
  4. Choose the Status shown to client.
  5. Save or wait for the case update to complete.
Use a client-facing status that is safe for the client to read. This status is separate from your internal case status. Client Portal case settings with visibility enabled

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Configure the processing-time card

The portal can show a client-facing IRCC processing-time estimate when staff enable it for the case.
  1. Open the case’s Client Portal tab.
  2. Find Processing time.
  3. Enable the card.
  4. Choose the relevant processing-time category and options.
  5. Review the staff-side preview before relying on it with the client.
If the estimate is unavailable, the client portal hides or explains the unavailable state instead of showing a broken card.

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Send portal notifications

Use portal notifications for updates you want the client to see inside the portal.
  1. Open the case or client profile.
  2. Open the Client Portal notification area.
  3. Add an optional title.
  4. Write the message.
  5. Link the notification to a case when relevant.
  6. Send the notification.
The client sees unread notifications on the portal home page, notification bell, and notification list. Case-linked notifications also appear on that application’s detail page.

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What clients can do

An application detail page keeps the questionnaire, signature requests, and case-specific updates together. Client portal application detail with questionnaire, signature request, and update. After signing in, clients can:
  • See a home summary of their visible applications and unread updates.
  • Open Applications to view cases shown in the portal.
  • Filter applications by client-facing status.
  • Open an application detail page.
  • Open questionnaires assigned to them.
  • Open signature requests and sign documents.
  • View case-specific portal notifications.
  • View processing-time estimates when staff enabled them.

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Troubleshooting

If the client cannot sign in, confirm the email they entered matches the client or family member email in VisaFlo. If a case is missing, confirm Show in client portal is enabled on that case and the case is linked to the right client. If the wrong status appears, update Status shown to client from the case’s Client Portal tab. If a questionnaire is missing for a family member, check the family registry and form assignment. If the portal link uses the wrong domain, confirm the white-label domain is verified, then copy the sign-in URL again from the intro panel.