Operator Console

Client Portal

What It's For

The Client Portal, titled Client Hub on screen, is a separate website where your clients see their prepaid hours, the work in progress, their time log, and their billing. Your team uses the same site, with an admin console, to watch every account, collect payments, and set the billing policy. It has its own web address, apart from the app and the Operator Console. The Client Portal is available by arrangement and is not part of a standard install; contact support@agenteous.com to discuss setting it up for your agency.

This page covers what your clients see and what you control.

Sign-in is checked on every visit, and what a person sees depends on their email address:

Your team: anyone signing in with your agency's email domain gets the admin console and can open any client's hub.
A client: matched to their account by their exact email address, or by their company's email domain. Common free email domains never match a whole company. A client only ever sees their own hub.
Anyone else: sees a no-access screen.

What Your Clients See

A client's hub has six pages:

Home: hours left, burn rate per week, the price of the next block of hours, open tasks, who on your team to contact, and their profile. Clients can update their address, key contacts, burn-report delivery, and notification settings here.
Utilization: hours remaining, burn rate, and where the time went.
Tasks: active work, its status, and the hours logged against each task.
Time Log: their time entries, filtered by period, with a CSV export.
Burn Reports: a downloadable time report for any month, or for all time.
Billing: their payment method, the auto-purchase policy, invoices, and payment history. A saved card is shown for reference only, never as a full card number. View Policy opens the full policy text in effect, with a Your Authorization section where the client can agree to, pause, or resume auto-purchase.

Hours come from the time your team logs in ClickUp, joined to each client's purchased hour blocks in your billing records. The hub shows real figures only when your install's billing sync is turned on; otherwise it shows sample data.

A client added after the welcome flow was turned on sees a short welcome flow the first time they sign in, asking them to confirm their details, agree to the auto-purchase policy, and add a payment method. Until they finish, every hub page sends them back to it. Clients who were already set up before then are not asked, and your team is never redirected when previewing a hub.

What Your Clients Can Do

The hub is not read-only for clients. On the Billing page a client can do the following. The auto-purchase controls also appear on the policy page, and while auto-purchase is on (or paused), Home shows a pause (or resume) control.

Agree to, pause, or resume auto-purchase. A pause really stops automatic charging. If your team has set auto-billing to No for that client, the Agree button is hidden and your setting wins.
Manage their card through the card processor's own secure page, when card payments are set up for your install.
Top up 40 hours with one click, when your install has top-ups turned on (they are off unless enabled). If the client pays by card, the saved card is charged at that moment. For other payment methods, nothing is charged; a collection is queued for your team instead.

What You Control

The admin console is for your team only:

Overview: every managed client, ranked by risk.
Collect Queue: payments to collect by hand when a client's prepaid hours run out. A person runs the payment in your bank or accounting tool and records it here; nothing is charged from this queue.
Retainers: recurring hours and how much of each cycle has been delivered.
Client Status: each client's activity status (Active, Lapsing, Inactive, Dormant), recomputed nightly from delivered hours.
Delivery Health: a weekly delivery health score per client, computed nightly from hours delivered, usage trend, hours purchased, and queued work. It is a different measure from Engagement Health in the Operator Console, which scores contact patterns.
Capacity: committed work against the team available to deliver it.
Work Orders: link each approved work order to the project it was delivered in, which feeds the hours forecast. Nothing else records that link, so this step matters.
Onboarding: which clients have finished the payment-setup steps.
Consent Ledger: each client's auto-purchase status (on, paused, off, or not yet accepted) against the current policy version.
Billing Policy: edit the auto-purchase policy. Publishing an edit creates a new version, and you can switch back to an earlier one. Only your team can change it.

The admin menu also lists every client under View As, which opens that client's hub exactly as that client sees it, so you can check what they are looking at before a call.

Payment methods are recorded per client: a card charged automatically, a pre-authorized bank debit, or a manual arrangement.

What Is Sent Automatically

Two billing features act on their own once they are turned on for your install. Both are off unless turned on.

Billing email: the portal emails your clients without anyone pressing send. Low-balance warnings, payment receipts, and card problems (a declined card, a card about to expire, or no card on file) go to the client's decision maker and billing contact. Burn reports, with a CSV of the hours, go to the burn-report contact every Saturday and on the 1st of each month. The addresses come from the contacts the client keeps on their Home page, so a client editing their profile changes who receives these emails.
Automatic card charging: for a client your team has switched on for it, who has agreed to auto-purchase and pays by card, the saved card is charged for the next block of hours once their hours run out and the low-balance warning period has passed.

Who Uses It

Account and client experience managers: check a client's balance and burn before a conversation, and preview their hub with View As.
Finance and operations staff: work the Collect Queue and keep the billing policy current.
Your clients: see their hours, work, and invoices, and manage how they pay.