Client experience

Walk through the full client journey from the onboarding email to form completion, including auto-save, file uploads, signatures, payments, and reviews.

Understanding your client's experience helps you build better onboardings and set accurate expectations. This page covers everything from the email they receive to the completed confirmation screen.

The onboarding email

When you send an onboarding, your client receives an email with:

  • Your business name and logo (if configured in Branding).
  • A brief message explaining they have an onboarding to complete.
  • A button that opens the form directly — no account creation, no password.
  • The due date, if you set one.

The link in the email is unique to that client and onboarding. It expires after 30 days if unused.

Opening the form

When the client clicks the link, they land on your onboarding form.

Welcome page — if you have configured a welcome page, clients see your custom message first with a button to begin.

PIN protection — if enabled, the client must enter a 6-digit PIN (sent separately) before accessing the form.

Branding

The form displays your logo and uses your brand color for buttons, progress bars, and highlights. On Business plans with white-label enabled, all Portico branding is removed. See Branding.

Language and locale

If you have set a locale for the client, dates, labels, and translated field text appear in their language. Set the locale in the client's profile or during onboarding creation. Portico supports 9 locales: English (US and GB), German, French, Italian, Spanish, Portuguese, Japanese, and Chinese.

Filling in the form

The client works through steps one at a time, with a progress bar at the top.

Auto-save

Responses save automatically as the client types. A small "Saving..." indicator appears briefly, then changes to "Saved". Clients never lose work, even if they close the browser.

Due date countdown

If you set a due date, a countdown timer shows the client how much time remains to complete their onboarding.

Save and exit

Clients can leave at any time and return later using the same link. The Save and exit option confirms their progress has been saved.

File uploads

For file upload fields, clients drag and drop or browse to select files. You control which file types are accepted and the maximum file size in the Template builder.

Signatures

Signature fields present a drawing pad where the client signs with their mouse or finger on touch devices. The signature is timestamped and the client's IP address is recorded for legal compliance.

Payments

If you have included a payment field and connected Stripe, the client sees an inline payment form. They enter card details and pay without leaving the onboarding.

In-form messaging

Clients can message your team directly from within the form. A chat panel lets them ask questions, request clarification, or flag issues. Your team receives notifications and can reply from the onboarding detail page.

Submitting

When the client has filled in all required fields, they click Submit. The form validates responses and shows any fields that still need attention.

After submission, the client sees a confirmation screen. If you have configured a downloadable file (like a welcome packet), they can access it here. Clients can also download a PDF copy of their submitted responses.

Review rounds

If you reject any fields during your review, the client is notified by email. When they reopen the form, they see:

  • Approved fields highlighted in green — these are locked and cannot be edited.
  • Rejected fields highlighted in red with your feedback note explaining what needs to change.
  • Pending fields in their default state.

The client updates only the rejected fields and resubmits. This cycle can repeat as many times as needed. Each round is tracked in the audit history.

Client portal

On Starter plans and above, clients also get access to the Client portal — a persistent dashboard showing all their onboardings, documents, and signatures.

If you have configured consent requirements (in Compliance settings), clients see a consent screen before the form begins. They must accept your privacy policy, terms of service, or any custom consent types you have defined.

All consent records are timestamped and stored in the onboarding's Compliance tab.

Frequently asked questions

Do clients need to download an app?
No. The onboarding form works in any modern browser on desktop or mobile. No app download or account creation required.
What happens if a client closes the browser mid-form?
Responses auto-save as clients type. They can return using the same link and pick up where they left off.
Can clients message my team from inside the form?
Yes. In-form messaging lets clients ask questions directly from the onboarding without switching to email.