Service Desk · Module
Portals
White-label portals for customers and agency clients to act on their own records
Portals give external people a secure, branded place to act on their own records. Customers raise and track tickets, agency clients see reports and approve creatives, and renting clients read their Investment & ROI statements and pay invoices.
What it does
A portal is where your customers and clients meet your business inside One3 without needing a staff login. In Year 1, the scope is the client portal lite of Agency OS: reports, creative approvals, tickets, invoices and ROI statements.
Setup and access
Each workspace or agency client sub-account can have its own portal, with a white-label domain, automatic TLS, logo, colours, login page and sender domain. Portal users log in with an email magic link or OTP, or a WhatsApp OTP, with session management and device logout. A portal user is always a person on the shared customer record, never a separate copy. Access rules are relationship-based: a person linked to a company sees their own items, and a company admin can see company-wide tickets if the tenant enables it for that company. Removing the relationship revokes access and ends active sessions immediately.
What people can do
- Tickets: view their own or their company's tickets, reply, attach files, raise a new ticket through a form and give CSAT. Internal notes are never visible.
- Agency client reports: white-label report pages and PDFs covering campaigns, SEO and support SLA.
- Creative and content approvals from Content Hub: approve, request changes and comment.
- Invoices (W2 GA): list, download PDFs with GST details, pay through a payment link and see payment status.
- Investment & ROI statements for clients renting Digital Employees: the monthly statement, evidence lines and a dispute button that opens a Desk ticket.
- Portal assistant: AI answers with citations from portal-visible knowledge and the user's own records, with disclosure, and a ticket when unresolved.
- Privacy centre: notices, consent preferences per purpose and data-principal requests for access, correction and erasure.
Governance
Portal actions are limited to an allowlist, and a portal identity can never call workforce APIs. Logins, downloads, approvals and consent changes are audited. Invoices and statements are served through short-lived signed URLs. Usage is counted as portal monthly active users, with a soft-limit warning to admins. Hindi and Tamil portal UI is planned for W2.
Later
W3 plans include help centre articles inside the portal, B2B portal SSO, a page builder, contracts and e-sign, status page subscriptions and scoped links for external collaborators. W4 extends the framework to vendor, partner and candidate portals.
Features
What Portals includes
White-label portal per client
Custom domain with automatic TLS, logo, colours, login page and sender domain per workspace or sub-account.
Passwordless login
Email magic link or OTP and WhatsApp OTP with session management and device logout.
Relationship-based access rules
Member and company admin roles, per-page visibility and access tied to the person-company relationship.
Portal tickets
View, reply, attach files, raise new tickets through forms and give CSAT.
Agency client reports
White-label report pages and PDFs for campaigns, SEO and support SLA.
Creative and content approvals
Approve, request changes and comment on Content Hub versions shared to the client.
Invoices and payments
Invoice list, PDF with GST details, pay via payment link and payment status (W2 GA).
Investment & ROI statements
Monthly statements with evidence lines and a dispute flow that opens a ticket (W2 GA).
Portal assistant
Cited AI answers from portal-visible knowledge and the user's own records, with disclosure and ticket fallback.
Privacy centre
Notices, consent preferences per purpose and data-principal requests.
Portal audit and MAU metering
Audited logins, downloads, approvals and consent changes; monthly active user metering with admin warnings.
Hindi and Tamil portal UI
Localised portal interface planned for W2.
Workflow
Invite, access and act
- 1
Staff invite a portal user or the user self-registers with a verified contact point
- 2
The user is linked to the shared customer record and their company
- 3
A portal role is assigned: member or company admin
- 4
The user logs in with a magic link or OTP
- 5
From the portal home they raise tickets, approve creatives, pay invoices or dispute statement lines
- 6
Every action is recorded in the portal audit and the kernel action log
AI
AI skills and Digital Employees
Portal assistant
Answers from portal-visible knowledge and the user's records, and opens a ticket when unresolved.
Client report narrative
Summarises report numbers taken from the ledger and dashboards; the agency approves before publishing.
Statement line explanation
Explains an ROI statement line with evidence links (planned W3).
Digital Employees that use this module
- Client Reporting Agent
- Support Triage & Reply Assistant
They act through the same governed Actions as people; risky steps wait for approval.
Frequently asked questions
Will our clients see One3 branding?
No, when white-label is enabled on the Agency plan. The portal uses your domain, logo, colours and sender domain.
Can one client see another client's tickets?
No. Access is tied to the person-company relationship and enforced by row-level security and relationship-based access checks, with isolation tests planned.
How are portal users charged?
Portals is an add-on, and usage is counted as portal monthly active users with plan allowances. Exceeding the allowance raises a warning to admins. Prices come from the pricing study.
See Portals in your workflow
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.