The customer portal

For: Account owners·Requires: A widget with the customer portal switched on; the Admin role in StrikeUp to change the portal switches·Screenshots show sample data

Every request to add a colleague, upload a price list or change a weekly report lands on your support team when your business customers cannot do it themselves. The customer portal is a self-service area inside the widget where your end customers manage their own profile and, as company Admins, their company’s members, knowledge, skills, workflows, email channel and shortcuts, while you decide which pages they see.

What it does

Your end customers work for companies, and those companies want a say in how the assistant serves them: which documents it knows, which reports it runs on a schedule, who in their team may use it. Without a portal, each of those changes is a ticket for your staff.

The portal opens from a gear button in the chat’s top bar. It shows up to eleven pages: three for every signed-in customer and eight that you can show or hide per widget. From there:

• Each customer sees their profile, their agent runs, their memories and their allowance. Understanding portal roles.
• A customer Admin manages their company’s members, knowledge base, skills, workflows, email channel, settings and prompt shortcuts. The portal in the widget.
• You choose which of those pages your customers see on each widget. Visible pages, what customers see.
• Your staff manage the same company data in CRM, whatever the portal shows. The portal’s data in CRM.

Every change a customer makes in the portal is made to records your staff can see under CRM › Companies.

Before you start

Requirement	Details
A widget installed in your product	Install the widget in your product
Signed-in customers	The portal belongs to a customer and their company, so customers need a session. Switch on Require customer authentication; see End-customer sign-in
Customer companies	Customers grouped into companies under CRM › Companies, by import or by the userCompanyId your page passes
Role in StrikeUp	The Admin role to change the portal switches; every other signed-in user of your workspace can view them
Plan or cost	No plan gate. Skills, workflows and knowledge used by the assistant count towards your usage like any other chat

Good to know

The page switches decide what your end customers can use, not only what they see. An unticked page disappears from the portal, and from the customer’s next request StrikeUp refuses the requests behind it with HTTP 403 and the code portalPageDisabled (“This page is turned off for this portal.”). Enable Customer Portal only shows or hides the gear in the chat and turns no page off. Visible pages, what customers see lists what the switches do not control.

Understanding portal roles

Every customer is an Admin or a Member of their company. The role decides which pages they get; your switches then hide pages from both.

Page	Admin	Member	What it does	Can you hide it?
“Profile”	Yes	Yes	Edit own name and email; the customer id is read-only; the role is shown	No
“Agent runs”	The company’s runs, except other people’s personal workflows	Own runs and the company workflows’ runs	Follow runs, approve or deny steps, answer questions, cancel or resume	No
“Memory”	Yes	Yes	Switch memory on or off, read and forget remembered facts	No
Members	Yes	No	List members, change roles, disable and enable	Yes
Knowledge Base	Yes	No	Upload and delete company documents, test retrieval	Yes
Skills	Yes	No	Create a skill by chatting with a wizard, switch skills on and off, delete them	Yes
Workflows	Company and own personal workflows	Company workflows read-only, own personal workflows	Workflows and their schedules, run now, execution logs	Yes
“Notifications”: My notifications	Yes	Yes	Where each person is told about background jobs: email, Telegram, Slack or Teams, and which outcomes	No
Notification channels	Yes	No	The company’s own channels (one each for email, Telegram, Slack and Teams) and its approval limit for chat apps, on the Notifications page	Yes; the Notifications page itself stays
Settings	Yes	No	Self-registration, the default credential type and an instruction for the assistant	Yes
Prompt Shortcuts	Create, edit, delete	Read only	Company prompt shortcuts with placeholders	Yes
Usage	Yes	Yes	The percentage of the AI allowance left and its reset date	Yes

How StrikeUp decides

• The gear needs a session. It appears when Enable Customer Portal is on and the visitor has a customer session, and not in an inline widget unless your code passes portalDisplayType: "inline".
• Who is Admin. Customers created at first sign-in or by import (unless the file says otherwise) are Admins. A self-registered customer is Admin only when they are the first person in the company; everyone after them joins as Member.
• Role changes apply at the next sign-in. A role change signs the customer out on their next request, and they get the new page set when they sign in again. A customer who is disabled is signed out at once.
• A deactivated company is read-only. Its Admins can no longer change portal data.
• One company per customer. Every page works on the signed-in customer’s own company; customers never see other companies or other customers’ chats.

What the portal does not do

• Invite people: there is no invite. Members arrive through the ids your page passes, your import, or a self-registration link.
• Change a PIN or password, or rename the company: both are read-only for customers; your staff change the company name in CRM.
• Show tokens or money: Usage shows only a percentage and a reset date.

Setting it up in four steps

1. Make sure customers sign in. On Configure › User Interface, select the widget’s card and check that Require customer authentication is on in the Customer Portal section.

2. Switch the portal on. In the same section, turn on Enable Customer Portal. New widgets have it on.

3. Choose the visible pages. Under Visible pages, untick the pages your customers should not see. Then select Save User Interface Settings at the bottom of the page.

   

   One switch shows the portal's gear in the chat; the page checkboxes hide portal pages from your customers.

   What this screenshot shows

   Screen

   User Interface (/admin/configure/user-interface?widgetId=…)

   Highlighted

   group “Visible pages”, customer-portal-visible-pages, all pages ticked. hides unticked pages from the portal sidebar (saved with the page)

   Also visible

   Require customer authentication On; Enable Customer Portal On; Nine page checkboxes, all ticked

   Purpose

   switching the portal and its pages on or off

4. Check the gear as a customer. Open your product as a test customer who is an Admin of a test company, sign in, and select the gear in the chat’s top bar. The portal opens with the pages you left ticked.

Suggested rollout

Start with Members, Prompt Shortcuts and Usage only. Add Knowledge Base, Skills and Workflows once your staff have looked at what the first companies do in CRM.

Every setting, explained

The portal’s switches are in the Customer Portal section of Configure › User Interface; two more options belong to your code.

Enable Customer Portal, the gear in the chat

Where

Configure › User Interface, the widget’s card, the Customer Portal section, the switch Enable Customer Portal. Saved with Save User Interface Settings. On by default.

What

On: signed-in customers see a gear button labelled “Configure” in the chat’s top bar, which opens the portal in a large centred window over the dimmed page, up to 1400 × 900 pixels; the chat stays underneath, and the window’s close button returns to it. Off: the gear disappears. The help text reads: Hides the Configure button inside chat. Customers who already have the direct-link Portal URL can still open it — this only controls the in-chat entry point.

Why

Some products want the portal on its own page instead of behind a gear in the chat; others do not want a portal at all.

Visible pages, what customers see

Where

Under Visible pages in the same section: Members, Knowledge Base, Skills, Workflows, Notification channels, Usage, Settings and Prompt Shortcuts, all ticked by default. Saved with Save User Interface Settings.

What

An unticked page disappears from the portal’s sidebar wherever the portal appears, through the gear and through the direct link. “Profile”, “Agent runs”, “Memory” and “Notifications” are always shown; unticking Notification channels hides only the company channels on the Notifications page. The help text reads: Turn individual Portal pages on or off. Disabled pages disappear from the sidebar everywhere the Portal renders (in-chat AND via direct link). Profile is always visible. An unticked page is also switched off on the server: from the customer’s next request, StrikeUp refuses its requests with HTTP 403 and the code portalPageDisabled, with no sign-out or redeploy needed. The switches do not control agent runs and their approvals, the prompt shortcuts in the chat (unticking Prompt Shortcuts only stops customers creating and changing them), the customer’s own profile and notification choices, or workflows started from the chat.

Why

A smaller portal is easier to support. Show only the pages your customers need and your staff are ready to help with.

Open Customer Portal inline, for inline widgets

Where

portalDisplayType: "inline" in your initStrikeUpChatWidget call, next to displayType: "inline" and container. On Configure › Embed, the switch Open Customer Portal inline adds it to the generated code.

What

In an inline widget, the gear appears only with this option, and the portal then replaces the chat inside your container instead of opening a window over the page.

window.initStrikeUpChatWidget({
  applicationToken: "<your widget's application token>",
  userId: "cus_48210",
  displayType: "inline",
  container: "#strikeup-widget",
  portalDisplayType: "inline"
});

Why

An inline widget lives inside your layout; a window over the page would break it.

The direct portal link, the portal on its own page

Where

An address built from the widget’s host (the folder that serves the widget script) and the widget’s application token: https://<your widget host>/?applicationToken=<token>&mode=portal. Add &userId=<id> and, for silent sign-in, &loginTicket=<ticket>. Use it as the src of an <iframe> on your own page.

What

The portal fills the frame, with no close button. It always asks for sign-in, whatever Require customer authentication says, and it keeps working when Enable Customer Portal is off. Hidden pages are hidden here too, and their requests are refused.

Why

An “Account” or “Team” page in your product can show the portal full-size, without the chat.

How the settings combine

Enable Customer Portal	Page ticked	Customer has a session	Result
On	Yes	Yes	Gear in the chat; the page is in the sidebar for roles that may see it
On	No	Yes	Gear in the chat; the page is missing from the sidebar
On	Any	No	No gear
Off	Yes	Yes	No gear; the page is in the sidebar when the portal is opened through the direct link
Off	No	Any	No gear; the page is missing everywhere

Which should I choose?

Keep the gear on if your customers live in the chat. Switch it off and use the direct link if your product already has an account area where a portal page fits.

The portal in the widget

What the customer sees	Meaning
A gear “Configure” in the chat’s top bar	The portal is on and the customer is signed in
A large window with a sidebar of pages	The portal, opened from the gear
Fewer pages in the sidebar	The customer is a Member, or you hid pages
“Log out” at the bottom of the sidebar	The only place in the widget where a customer signs out

The gear in the chat

The gear sits at the right end of the chat’s top bar, after the new-chat icon. It appears only for signed-in customers when the portal is on.

Why: the portal is one click away from the conversation that made the customer need it.

Signed-in customers open the portal with the gear in the chat's top bar.

What this screenshot shows

Screen

(host page › widget (popup))

Highlighted

button “Configure”, chat-top-bar-right, shown (portal enabled, customer signed in). opens the Customer Portal over the page

Also visible

Title Demo Ltd Support chat; Welcome text, shortcut cards, message box

Purpose

the in-chat entry point of the portal

What an Admin sees

An Admin sees every page you left visible. On Members, the list shows each member’s name, role, an Admin/Member switch and Disable or Enable; the Admin’s own row is read-only, and the last Admin of a company cannot be demoted or disabled. There is no invite button.

Why: a company’s own Admin knows who has left and who needs more rights, without a ticket to your team.

A customer Admin sees every enabled page and manages the company's members; there is no invite.

What this screenshot shows

Screen

Members (host page › widget › Customer Portal › Members)

Highlighted

button “Members”, portal-sidebar, selected. shows the company's members

Also visible

Portal window over the dimmed host page; Four members with role switch and Disable/Enable; Rosie Kendall and Log out at the bottom of the sidebar

Purpose

what a customer Admin can do in the portal

Company settings

On Settings, an Admin sees the company name (read-only), the switch Allow self-registration, the default credential type and an agent instruction: guidance the assistant follows for everyone in that company, reviewed for safety before it is saved. With self-registration on, anyone who has the company’s registration link can register for it and becomes an Admin. The link is https://<your widget host>/?applicationToken=<token>&mode=register&customerCompanyId=<company id>, where the company id is the one in the address of the company’s page in CRM; the portal does not show it. The registration screen is in English.

Why: a company can tailor the assistant to its own rules, such as quoting amounts in its currency.

Customer Admins can allow self-registration, suggest PIN or password and add an instruction for the assistant.

What this screenshot shows

Screen

Settings (host page › widget › Customer Portal › Settings)

Highlighted

switch “Allow self-registration”, settings-form, on. lets anyone with the company's registration link create an account

Also visible

Company name Sample & Partners Ltd (read-only); Default credential type Password selected; Agent instruction about GBP and UK reverse charge

Purpose

company-wide settings a customer Admin controls

What a Member sees

A Member gets “Profile”, “Agent runs” (their own and the company workflows’ runs), “Memory”, “Workflows” (the company’s read-only, plus their own personal ones), “Notifications” (their own choices), Prompt Shortcuts (read only) and Usage. They can use the company’s shortcuts in the chat but not change them.

Why: most people in a company only need their own account; managing the company stays with its Admins.

Members get a reduced portal; they can read the company's prompt shortcuts but not change them.

What this screenshot shows

Screen

Prompt Shortcuts (host page › widget › Customer Portal › Prompt Shortcuts)

Highlighted

button “Prompt Shortcuts”, portal-sidebar, selected. shows the company's shortcuts read-only

Also visible

Member sidebar: Profile, Agent runs, Memory, Workflows, Notifications, Prompt Shortcuts, Usage; Shortcuts Show my latest invoice, API usage this month (Active), Download 2025 invoices (Inactive); Jasmine Hicks and Log out at the bottom

Purpose

what a customer Member sees

The portal’s data in CRM

Where

CRM › Companies, then a company. Its tabs cover the overview, members, knowledge base, skills, workflows, prompt shortcuts, integrations and usage.

What

Your staff see and manage the same records customers manage in the portal: the documents a customer Admin uploaded, the skills they created, their workflows and schedules, their members and roles. The portal’s page switches do not apply to your staff. Staff can also change what customers cannot, such as the company name.

Why

When a customer asks for help with their portal, your staff see exactly what they see, and can fix it for them.

• A customer Admin uploads “VAT and tax settings.md” → it appears on the company’s knowledge base tab in CRM, where your staff can check whether it was indexed.
• A Member asks for Admin rights → your staff or the company’s Admin change the role; it applies at the Member’s next sign-in.
• All Admins of a company have left → your staff assign a new Admin in CRM.

Your staff manage the same company data in CRM › Customer companies, whatever the portal shows.

What this screenshot shows

Screen

Knowledge base (/admin/customer-companies/:id)

Highlighted

tab “Knowledge base”, company-tab-strip, selected. shows the company's own documents

Also visible

Tabs Overview, Members, Knowledge base, Skills, Workflows, Prompt shortcuts, Integrations, Usage; Three documents, two Indexed, one Failed; Upload document, Test retrieval

Purpose

the staff counterpart of the customer portal

Switches apply per widget, not per company

A page switch turns the page off for every company whose customers sign in through that widget, and only there. If one company should not use a capability, such as scheduled workflows, check that company in CRM and talk to the company about what they use.

What you need to know

Topic	Fact
Who gets in	Signed-in customers; the direct link always asks for sign-in
Default role	Admin for customers created at first sign-in or by import without a role; for self-registration, Admin for the company’s first person and Member for everyone after
Always visible	“Profile”, “Agent runs”, “Memory” and “Notifications”
Page switches	Hide the page and refuse its requests with HTTP 403 portalPageDisabled, from the customer’s next request
Enable Customer Portal	Shows or hides the gear in the chat only; the direct link and each page’s own switch are unaffected
Role changes	Apply at the customer’s next sign-in
Disabling a member	Signs them out at once
Deactivated company	Its Admins cannot change portal data
Language	Follows the browser (English, German, Spanish); some messages from the server are in English
Sign-out	“Log out” in the portal’s sidebar is the only sign-out in the widget

Frequently asked questions

General

How do my customers open the portal?

Through the gear button “Configure” in the chat’s top bar, once they are signed in and the portal is switched on for the widget. You can also show the portal on a page of your own product with the direct portal link in an iframe, which always asks the customer to sign in.

Do customers need to sign in to use the portal?

Yes. The portal belongs to a customer and their company, so it needs a customer session. The gear appears only for customers with a session, and the direct portal link always asks for sign-in. Switch on Require customer authentication on Configure › User Interface for the widget.

Can I turn the whole portal off?

Switch off Enable Customer Portal on Configure › User Interface to remove the gear, and untick every page under Visible pages. Profile, Agent runs and Memory cannot be hidden and stay reachable through the direct portal link for customers who have it.

Is the portal translated?

The portal follows the customer’s browser language: English, German or Spanish, with no language picker. Some messages that come from the server, such as validation errors, appear in English whatever the browser language.

Setup

Where do I choose which portal pages customers see?

On Configure › User Interface, select the widget’s card and, in the Customer Portal section, tick or untick the pages under Visible pages. Then select Save User Interface Settings. The change applies to every place the portal appears for that widget, through the gear and through the direct link.

Can I hide the gear but show the portal on a page of my app?

Yes. Switch off Enable Customer Portal for the widget, then show the portal on your own page with the direct link, https://<your widget host>/?applicationToken=<token>&mode=portal, in an iframe. The direct link keeps working when the gear is off and always asks for sign-in.

Can the portal open inside my inline widget?

Yes. Add portalDisplayType: "inline" to the initStrikeUpChatWidget call of your inline widget. The gear then appears in the inline chat, and the portal replaces the chat inside your container instead of opening a window over the page.

Roles and members

Why can’t a Member see the knowledge base?

Members get a reduced portal: Profile, their own Agent runs, Memory, Workflows (company ones read-only), Notifications (their own choices), Prompt Shortcuts as read-only, and Usage. Members, Knowledge Base, Skills, the company channels and Settings are for the company’s Admins. Change the person’s role to Admin in CRM or on the portal’s Members page if they need those pages.

How does someone become an Admin of their company?

Customers created at first sign-in, by self-registration, or by an import without a Role are Admins by default. An existing Admin can change a member’s role on the portal’s Members page, and your staff can change it under CRM. The new role applies at the customer’s next sign-in.

Can a customer Admin invite new people?

No. The portal has no invite. People join a company when your page passes their userId with the company’s id, when your staff import them under CRM › Customers, or when they register through the company’s self-registration link while Allow self-registration is on.

A role change did not take effect. Why?

Role changes apply when the customer signs in again, because the role is read at sign-in. Ask the customer to use Log out at the bottom of the portal’s sidebar and sign in again, or wait for their session to end. Disabling a member, in contrast, signs them out at once.

Who manages a company if all its Admins leave?

Your staff. Under CRM › Customer companies, open the company and give a remaining member the Admin role. The portal itself never lets the last Admin of a company be demoted or disabled, so a company is not left without an Admin by accident.

Do customers see each other’s chats?

No. Every customer sees only their own chats in the widget. The portal shows company-wide data such as documents, workflows and shortcuts, and an Admin sees the company’s agent runs, but never another customer’s conversations.

Pages

Does hiding a portal page block its use?

Yes. While a page is unticked, StrikeUp refuses the requests behind it with HTTP 403 and the code portalPageDisabled (“This page is turned off for this portal.”), from the customer’s next request and without a sign-out. The switches do not control agent runs and their approvals, the prompt shortcuts in the chat, the customer’s own profile and notification choices, or workflows started from the chat. Enable Customer Portal only shows or hides the gear and blocks no page.

Can customers change their PIN in the portal?

No. The Profile page lets customers edit their name and email only; the customer id and role are read-only, and there is no PIN or password change. To replace a credential, import the customer again with a new Pin or Password under CRM › Customers.

Can a customer rename their company?

No. The company name is read-only in the portal’s Settings page. Your staff can rename the company under CRM › Customer companies, and the new name appears in the portal on the customer’s next visit.

What is the agent instruction on the Settings page?

It is company-level guidance the assistant follows for everyone in that customer company, such as “quote amounts in GBP”. StrikeUp reviews it for safety before saving it. A customer Admin edits it on the portal’s Settings page; your staff see it on the company’s overview in CRM.

What does the Usage page show?

The percentage of the company’s AI allowance that is left and the date it resets. It never shows tokens or amounts of money. Every customer, Admin or Member, can open it unless you hide it under Visible pages.

Which channels can a company set up in the portal?

A company’s Admins set up one channel each for email (SMTP), Telegram, Slack and Microsoft Teams on the portal’s Notifications page, each with a test, plus the approval limit for chat apps. These channels replace yours for that company’s people. See Job notifications and chat apps.

“Run now” asks the customer to wait. Why?

Manual runs of workflows are limited per minute. When a customer starts too many in a short time, the portal shows Too many runs in the last minute. Try again shortly. and does not start the run. Waiting a minute and starting the run again works.

Data and privacy

What happens to portal data when a company is deactivated?

The data stays. A deactivated company’s Admins can no longer change it in the portal, and its customers cannot sign in again until your staff reactivate the company under CRM › Customer companies. Your staff can still see and manage the data in CRM.

Can my staff see what customers changed in the portal?

Yes. Everything a customer manages in the portal, from documents and skills to workflows, members and shortcuts, is visible to your staff under CRM › Customer companies, on the company’s tabs. The portal’s page switches do not apply to your staff.

Troubleshooting

Symptom	What to check
The gear is missing	In order: is Enable Customer Portal on? Is the visitor signed in? Is it an inline widget without portalDisplayType: "inline"?
A page is missing for one customer	Is the customer a Member? Members see only “Profile”, “Agent runs”, “Memory”, “Workflows”, “Notifications”, Prompt Shortcuts and Usage
A page is missing for every customer	It is unticked under Visible pages on Configure › User Interface
A customer sees “This page is turned off for this portal.”	The page was unticked while the customer had it open. Tick it under Visible pages and save if the customer should use it; it applies from their next request. Otherwise the page leaves their portal when they reload
A promoted customer still sees the Member pages	Role changes apply at the next sign-in. Ask them to use “Log out” and sign in again
A customer Admin cannot save anything	Is the company deactivated under CRM › Companies?
The direct link asks for sign-in although the widget has no sign-in	The direct link always asks for sign-in. Pass userId and a loginTicket in the link, or import the customer with a credential
A self-registered person is the company’s Admin	The first person in a customer company’s account starts as its Admin; everyone who joins after them through the registration link starts as Member. Change roles on the portal’s members page or in CRM
The portal opens over the whole page in an inline layout	Pass portalDisplayType: "inline" so it opens inside the container
A customer cannot remove the last Admin	The last Admin of a company cannot be demoted or disabled. Make another member Admin first
Staff cannot find a customer’s portal changes	Look under CRM › Companies, on the company’s tabs, not on the customer
A change fails with Request failed and “This action requires the Admin role.”	Changing these settings in StrikeUp needs the Admin role. Ask an Admin to make the change, or to give you the Admin role under Settings › Users.

Still stuck?

Send support the widget’s name, the customer’s id and company, and the page the customer tried to use. Support can see the customer’s role, the company’s state and the widget’s portal settings.

Related

• End-customer sign-in
• Identify users and pass context
• User Interface
• Customer companies
• Company details
• Customer roles and access