MyAccount Profiles
A MyAccount profile controls what customers can access in the MyAccount self-service portal. You set up different profiles for different customer types, then assign the right one to each customer.
Overview
Section titled “Overview”MyAccount is the newer customer portal, where customers sign in with an email and password. A profile decides what they see and can change once logged in. You might give:
- Basic access to residential customers
- Fuller access, including call analytics, to business customers
Each profile bundles a set of MyAccount and My Calls settings so you control the experience centrally.
Customer passwords
Section titled “Customer passwords”A new MyAccount password must be at least eight characters, whether it is set from a reset or set-up link or by changing a password. An existing shorter password still signs in, and the customer is not made to change it.
A customer changing their password in MyAccount must enter their current password first, and their session is renewed once the change succeeds. A customer who has forgotten their password uses a reset link instead: it carries its own expiring key, so no current password is needed.
Changing or resetting a password signs that email address out of MyAccount everywhere else. The browser that made the change stays signed in. An address marked as bad, for example after its emails bounced, is also signed out, and must be verified again before it can sign in.
A customer who confirms their email address can choose set a password on the confirmation page. MyAccount then emails them a one-time link to set their password.
Customer sign-in
Section titled “Customer sign-in”MyAccount accepts an email address and password only from its own login form. A sign-in sent from another website, such as a login box on a dealer’s own site, or in a link, shows the login form with the message “Please log in using the form below.” instead of signing the customer in. If you or your dealers link to MyAccount from a website, link to the MyAccount login page rather than embedding a login box. Customers returning from GoCardless, Stripe or a card provider stay signed in.
Failed sign-ins are limited per account as well as per connection. After repeated wrong passwords for one account, further attempts on that account are refused for a while, including the current password on the password change page. A correct sign-in does not count towards the limit. An email address that matches no account is limited in the same way.
Staff can open a customer’s MyAccount, switch to it or link it to another account only while their own customer access covers that customer and they have permission to view customers. Switch Account lists only those customers.
Key Fields
Section titled “Key Fields”My Account Customer Profile Name
Section titled “My Account Customer Profile Name”This section defines the basic profile settings including name, description, availability, and which customers or customer groups this profile applies to.
| Field | Description |
|---|---|
| My Account Profile Name | Name of the MyAccount profile for identification purposes |
| Description | Optional description explaining the purpose of this MyAccount profile |
| Availability | Availability setting for this profile |
| Customer | Specific customer this profile applies to (leave blank for customer group-based profiles) |
| Customer Groups | Customer groups this MyAccount profile applies to |
MyAccount Settings
Section titled “MyAccount Settings”This section configures the specific MyAccount features and capabilities that will be available to customers using this profile.
| Field | Description |
|---|---|
| MyAccount Flags | General MyAccount features and settings enabled for this profile |
| MyNumbers | MyNumbers features available to customers using this profile |
| MyServices | MyServices features available to customers using this profile |
| MyCampaigns | MyCampaigns features available to customers using this profile |
| Case Categories | Case categories customers on this profile can raise from MyAccount; leave empty to disable My Cases for the profile |
My Calls Settings
Section titled “My Calls Settings”Configure My Calls reporting functionality including report types, data access, and display options.
| Field | Description |
|---|---|
| My Calls Enabled | Enable My Calls reporting functionality for customers using this profile |
| My Calls Daily CDR Access | Allow access to daily CDR reports in My Calls |
| My Calls Use Backend Descriptions | Use admin-entered sites, descriptions and campaigns in My Calls reports (if false, only use customer-entered data) |
System Information
Section titled “System Information”| Field | Description |
|---|---|
| Last Modified | Timestamp of the most recent modification to this MyAccount profile |
| Created | Timestamp when this MyAccount profile was created |
- MyAccount Settings control the core portal features a customer can use.
- My Calls Settings control access to call analytics and reporting in the portal.
- Case Categories control the CRM Cases side of the portal.
My Services
Section titled “My Services”The MyServices settings control which services customers can see and edit in MyAccount. This requires the Services module. My Services appears only when the profile permits access and the customer has a service in a portal-visible status.
A service or number whose status has Visible in Frontend set to No does not appear in My Services or My Numbers: not in the lists, details, edits or bulk download. If its status changes to one that is not visible, it disappears from MyAccount, even where the customer has seen it before.
To configure access:
- Edit the customer’s MyAccount profile.
- Under MyAccount Settings > MyServices, select View Services.
- Select View Service Details and the details customers may see, including type and recurring charges.
- Choose whether customers can view or edit service descriptions, sites and campaigns.
- Enable Bulk Update Services if customers should edit those permitted fields by CSV.
- Save the profile. The settings apply to every customer assigned to it.
Customers can edit permitted fields from their service list or an individual service. Their descriptions, sites and campaigns are stored separately from the values your staff enter. Staff values appear as placeholders where the customer has supplied no value.
For CSV updates, customers download their services, edit the permitted columns and upload the file through My Services. Rows match by ID or Service Name. The download includes IDs when names are duplicated, so customers should retain them.
The bulk number and service downloads are spreadsheet-safe: text starting with =, +, - or @, which a spreadsheet would run as a formula, is written with a leading apostrophe. Numbers, including negative numbers, are written as they are. The bulk upload takes the apostrophe off again, so a file downloaded and uploaded unchanged changes nothing.
An unnamed service appears under its service type. Use MyAccount Descriptions on Documents lets invoice production use the customer’s own service descriptions.
See Services for staff management of the underlying records.
The CRM surfaces a profile controls
Section titled “The CRM surfaces a profile controls”Several CRM features reach the customer through MyAccount, and the profile decides which of them appear:
- My Cases appears only where the profile names at least one case category. Those categories become the topics a customer can choose from when starting a case. A profile naming none switches the whole feature off for those customers, and a category you later retire simply drops out of their topic list.
- My Proposals lists the proposals sent to the customer, which they can read and accept online.
- My Confirmations lists their Confirmations of Instructions.
Two things reach the customer without needing a portal login at all, through a secure link in an email: accepting a proposal or a confirmation, and telling you when they will pay from a chase email. A customer who has never signed in can still use those.
Payment and card or Direct Debit setup links can also be generated for a customer with a profile, from the CRM Payment Methods page. See What your customers see.
Managing MyAccount Profiles
Section titled “Managing MyAccount Profiles”Adding a Profile
Section titled “Adding a Profile”- Open the MyAccount Profiles list.
- Click “Add MyAccount Profile”.
- Choose the MyAccount and My Calls settings for this customer type.
- Save.
Assigning a Profile
Section titled “Assigning a Profile”Set the profile on a customer so their portal login shows the right features. Changing a profile updates every customer assigned to it.
Access
Section titled “Access”- Permission: Users need the MyAccount Profiles permission to view or edit profiles.
Related
Section titled “Related”- Customers: where a MyAccount profile is assigned.
- Accessing the Platform: how staff and customers sign in.
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