Customer access and recovery

The customer flow

1. Your team sends one private room link through the channel you already use with the customer.
2. The customer opens a branded confirmation page and taps Open room. Link previews from chat and email apps do not sign the customer in.
3. The room opens in the browser. No app-store download or new password is required.
4. The customer can add the room to their home screen and separately tap Enable notifications.
5. Later, they open the installed room or use the same private link again.

Inside the room, the customer sees only customer-visible messages, files, status, next action, cases, and profile fields. Private notes, internal tasks, and hidden workflow fields remain in the staff workspace.

Install it like an app

Supported browsers let the customer add the room to a phone or desktop. Once added, it opens like an app and returns to the authenticated room.

On Android, the phone decides where the installed app appears. If it is not on the home screen, search the app drawer for the room name. Installing the room and enabling notifications are separate actions.

Return later

Use the least-friction path that works:

1. Open the installed room.
2. Tap the original private link again. The access link remains reusable during its one-year lifetime.
3. Ask the service team for a fresh link if the old one expired or was revoked.

The browser session lasts up to 90 days. Opening a valid link again renews access on that device.

Treat the link like a key

Anyone who holds a valid access link can open that room as the customer. Send it only to the intended person on a channel already used with them. Do not post it in a group, shared mailbox, public thread, invoice, or reusable QR code. Ask the service team to replace the link if it reaches the wrong person.

A short invitation

Here is your private room with our team. Open it once in your browser — there is no app to download. You can add it to your home screen, enable notifications, and return to the same place for updates, documents, and what happens next.

Retention for messages and files follows the organisation's agreement; the access period is not an unlimited-storage promise.