Understanding what your client experiences in a portal helps you build better templates and answer their questions before they have to ask.
They Click The Link
The email from you contains a button (e.g., Open Your Portal). They click and land on the portal's home screen - no signup required.
The link is token-gated. Only the recipient can open it (though they can share the link with their spouse or advisor who would also be able to open it).
They Fill In Forms
For a full-intake portal, they work through several tabs:
- Property - address, value, type of purchase or refinance.
- Income - employment, salary, employer info.
- Stated Income - for self-employed scenarios.
- Downpayment - amount, source, supporting docs.
- Liabilities - debts they're carrying.
- Transactions - bank account history if requested.
- Summary - a final review screen.
Each tab has its own progress indicator. They can stop, close, and come back later - the token is persistent and we save in real-time.
For docs-only portals, they just see a document upload list.
They Upload Documents
For each requested document, they tap Upload and pick a file (or take a photo from their phone). We accept PDF, JPG, PNG, and most common file types.
When a doc is uploaded:
- We check it for basic issues (right doc type, readable, complete pages).
- We flag anything that looks off.
Overriding A Flagged Doc
If we flag a doc as potentially wrong, the borrower has an override option:
- They click Mark as correct.
- They type a brief rationale for why it's correct (e.g., "this is the second page of my Notice of Assessment, the first page didn't have my name on it").
- The doc is submitted with the rationale attached, so you see the explanation on your end.
This stops borrowers from getting stuck on doc validation when the doc is actually fine.
They Sign Documents
For any signable PDF you've added to the template (Adding Documents For Signature), they sign in-portal - no third-party signing tool, no extra account.
They Submit
When everything's filled and uploaded, they tap Submit. You're notified, and the session moves into your review queue.
What To Do Next
- Send a portal to a test address to see it yourself: Sending A Portal.
- Review what they submitted: Working A Portal Submission.