Support Portal

Support Portals are public facing web portals that allow customers to view information regarding their cases tracked in MotionCX, provides a self-service portal for support documentation, and can offer access to the MotionCX chat client. Support portals are highly customizable and can be tailored to match you organizations brand standards.

To administer a support portal, navigate to Administration > General Admin > Support Portal from the left navigation menu.

Add/Edit Support Portal

To create a new support portal, click the Create New Portal button in the top right corner of the Support Portal page. To edit an existing support portal, click the Actions button next to a support portal and select Edit.

The Create/Edit Support Portal window will contain seven tabs: General, Styling, Registration, Settings, Builder, Chat, and Survey

Add/Edit Support Portal > General

The General tab is where identifying information is captured for the support portal. The Name, Brand Name, and Base URL fields are required prior to saving.

Name - A friendly name to identify the support portal.
Description - An informational description for the support portal.
Brand Name - The brand or company name that should be used throughout the support portal. Areas such as the footer copyright and sign in areas will use this name.
Base URL - The main URL used to access the support portal. This is used within the support portal to navigate back to the main page.

Add/Edit Support Portal > Styling

The Styling settings allow for high-level configuration of the support portals appearance.

Page Title - The page title displayed on the browser tab when accessing the support portal.
Logo Image - The logo displayed within the top left of the support portal.
Banner Image - An optional image that will be displayed within the main banner of the support portal.
Favicon - The icon used on browser tabs that will display next to the Page Title

Add/Edit Support Portal > Registration

Support portals can allow for external users to login and view cases captured within MotionCX that are associated to their contact profile. The registration settings are used for the initial email sent to users during the registration process.

Registration Email TTL - The registration email will contain an activation link that the user must click to complete the registration process. The Registration Email TTL sets that amount of time, in minutes, that the activation link will remail valid.
Registration Email Sender - The From email address that will be displayed on the registration email.
Registration Email Subject - The subject line that will be used on the registration email.
Registration Email Body - The text that will be used within the body of the registration email. The body text can be modified, but the syntax {0} MUST be included somewhere within the body for the activation link to be included.

Add/Edit Support Portal > Settings

The MotionCX support portals allow for custom features and settings based on your organizations needs. Please contact the MotionCX team for more information.

Add/Edit Support Portal > Builder

Support portals allow for custom styling to help match your organizations style guides or existing website. Please contact the MotionCX team for assistance on custom styling.

Add/Edit Support Portal > Chat

Enable Chat - If checked, the chat bot will be enabled on the support portal. If unchecked, the chat bot will not be available on the support portal.
Disable Chat Outside Hours of Operation - If checked and an hours of operation set is associated to the chat bots Customer Client, the chat bot will be automatically disabled outside of the specified hours of operation. If unchecked, the chat bot will always remain enabled.
Chat Client Token - To link a chat bot for use on the support portal, the chat client token for the desired chat bot should be copied from the Customer Client page, and entered into this field.

Add/Edit Support Portal > Survey

Surveys can be sent from the MotionCX platform to gather satisfaction scores from a customers interaction. If a workflow is setup to send a survey, the Survey settings will be used when the users navigates to the survey link.

Header Text - The header text displayed on the survey page.
Subheader Text - The sub-header text displayed on the survey page.
Submitted Message - The message that will be displayed once a survey is submitted.
Redirect Page After Submission - If enabled, the user will be automatically sent back to the main page of the support portal after a survey submission. If disabled, the user will remain on the survey page.
Redirect Delay - If Redirect page After Submission is enabled, this will be the amount of time in seconds that the user will remain on the survey page before being returned to the main page of the support portal.
Survey Response Edit Duration - The amount of time, in minutes, in which a user can return to a previously submitted survey and change their survey response. If set to 0, the user can not change their survey response after submission.