Overview
Settings > Client Portal controls what borrowers see when they open their client portal: which tabs appear, the title and welcome message, colours, a Google review prompt, an app download banner, and the Resource center library of document guides and YouTube videos. Settings > Homeowner Hub holds a separate library of homeowner videos.
Also called: Homeowner Hub.
Each mortgage file has its own private portal link. Borrowers don't need a login: they open the link from the client journey invite or one you share, and you can turn their access off from the file at any time. The settings on this page apply to every portal in your organization.
At a glance
At a glance, Client Portal settings apply to every borrower's portal, and portal access is turned off per file.
Settings > Client Portal sets tabs, the welcome message, colours, reviews, the app banner, and the Resource center for the whole organization.
When available checks for content on Scenarios, My qualification, and Mortgage offers. On Documents, Status, Team, and Resource center it behaves like Always show.
Document resources are written guides. Videos in Video resources must be YouTube links.
Turn Portal access off on a file's Documents tab to show "Access has been revoked". Turning it on restores the same link.
Client Portal is split into document resources, video resources, letter templates, and general settings. Homeowner Hub holds a separate video library.
Before you begin
Before you change the client portal, confirm you have Company Settings. Changes apply to every client's portal.
You need the Company Settings permission (on by default for every role) to open Client Portal and Homeowner Hub. Admins always have access.
Settings here are organization-wide. A change affects every client's portal.
Your logo and its size in the portal footer are set in Settings > Company Profile. See Company and email branding.
Step-by-step instructions
These steps cover portal tabs, copy, colours, reviews, the app banner, resources, letter templates, homeowner videos, and portal access.
Open Client Portal settings
To open Client Portal settings, go to Settings and choose a section in the left column.
Open Settings.
Under Client Experience, select Client Portal.
Choose a section in the left column: Document resources, Video resources, Letter templates or General settings.
Choose which portal tabs clients see
To choose which portal tabs clients see, set each tab to Always show, When available, or Never, then save.
Select General settings, then Tabs & layout.
Under Tab visibility, choose an option for each tab.
Always show: the tab always appears.
When available: the tab appears only when the file has relevant content.
Never: the tab is hidden.
Select Save settings.
The tabs are Documents, Status, Team, Scenarios, My qualification, Mortgage offers and Resource center. When available checks for content on Scenarios (the file has qualification scenarios), My qualification (the client has a qualification baseline) and Mortgage offers (the file has published offers). For Documents, Status, Team and Resource center, When available behaves like Always show.
When available checks Scenarios, My qualification, and Mortgage offers. For Documents, Status, Team, and Resource center, it behaves like Always show.
Confirm it worked: open a client portal from a mortgage file (Actions > View client portal) and check the tabs.
Set the portal title and welcome message
To set the portal title and welcome message, enter them under Portal copy and save.
In General settings, select General.
Under Portal copy, enter the Portal title and Welcome message. They appear at the top of the client portal.
Select Save settings.
Change portal colours
To change portal colours, edit a colour group and save, or revert to defaults.
In General settings, select Colors.
Expand Tab gradients: a start and end colour for each tab, from Documents tab to Resources tab.
Expand Section headers & brand: Your mortgage team header, External partners header, Primary brand color and Secondary brand color.
Expand Review banner: Banner background and Button color.
Expand Team member cards: header colours for Team lead, Mortgage advisor, Realtor and Lawyer cards.
Select Save settings.
To start over, select Revert to defaults. Broki shows "Colors reset to defaults"; select Save settings to keep the defaults.
Add a Google review prompt
To add a Google review prompt, enter a review URL and an optional message, then save.
In General settings, select Reviews.
Under Google review, enter the Review URL and an optional Custom message. They appear under the app download card in the portal sidebar.
Select Save settings.
Show an app download banner
To show an app download banner, choose the advisor, add at least one store link, and save.
In General settings, select App banner.
Select Show app banner in client portal.
In This app belongs to, choose the team member whose app it is. "Banner only shows on this advisor's mortgage files."
Enter the Banner title and Description.
Enter an iOS App Store link, a Google Play link, or both. "At least one store link is required for the banner to show."
Optionally upload an App logo (optional) (under 2MB) and choose the Banner background gradient.
Select Save settings.
The app store link you enter here is also the default calculator link in campaign emails, unless you override it in Settings > Email Branding.
Build the document resource library
To build the document resource library, add categories and written guides. These are descriptions, not downloadable files.
Document resources are guides that explain documents clients may need, such as what a title search is and where to get one. They are descriptions, not downloadable files.
Select Document resources.
If you have no categories yet, select Initialize Default Resources to start with Broki's default set, or select Add Category.
For a category, enter the Category Name, an optional Description, and choose an Icon.
Select Add Document. Choose the Category, then enter the Document Title (for example, "Property Title Search"), a Description and Where to Get It.
Select Create.
What happens: the document appears under its category in the client portal Resource center.
Before you continue: deleting a category also deletes every document in it. Broki asks you to confirm first.
Build the video library
To build the video library, add a folder and a YouTube video.
Select Video resources.
Select Add Folder. Enter a Folder Name, optional Description and a Color.
Select Add Video. Choose the Folder, enter the Video Title and the YouTube URL (for example, a video called "Understanding Fixed vs Variable Rates"), and an optional Description.
Save the video.
What happens: "Video added successfully" appears, and the video shows in the client portal Resource center under its folder.
Before you continue: deleting a folder also deletes every video in it.
Manage letter templates
Letter templates is where you create the templates for client letters. Creating and generating letters is covered in Email signatures and client letters.
Add homeowner videos to the Homeowner Hub
To add homeowner videos to the Homeowner Hub, enter a title and a YouTube or Vimeo URL.
Under Client Experience, select Homeowner Hub.
Under Videos, select Add video.
Enter the Title and URL (YouTube or Vimeo). For YouTube links, the thumbnail fills in automatically.
Choose a Category (General, Home Maintenance, Homeowner Tips, Mortgage Information, Renovation Ideas or Seasonal Maintenance), and optionally add a Duration (for example "5:30") and Description.
Select Add video.
What happens: "Video added successfully" appears and the video joins your homeowner library. Use the pencil icon to edit a video or the bin icon to delete it.
Turn a client's portal access off or on
To turn a client's portal access off or on, use Portal access on that file's Documents tab.
Portal access is controlled per mortgage file, not in Settings.
Before you continue: when access is off, the client sees "Access has been revoked" when they open the portal link.
Open the mortgage file and go to the Documents tab.
Turn off Portal access and confirm.
To restore access, turn Portal access back on. The same link works again.
Turning Portal access off shows "Access has been revoked". Turning it on shows "Client can access the portal" and the same link works again.
To copy or open the portal link, use the file's Actions menu: Copy portal link or View client portal.
Practical examples and other ways to use it
These examples show hiding empty tabs, writing one document guide, adding a rate video, and prompting for a Google review.
Keep the portal simple for purchase clients. Set Scenarios, My qualification and Mortgage offers to When available, so those tabs appear only once you've added scenarios or offers to the file.
Answer the same document questions once. Add a "Property Title Search" document explaining what it is and Where to Get It, so clients can check the Resource center instead of emailing you.
Explain rate types. Create a "Fixed vs Variable" video folder and add a short YouTube explainer to it.
Collect more reviews. Add your Google Review URL so every client sees the prompt in their portal.
Common mistakes and how to avoid them
These mistakes cover unsaved changes, organization-wide tab settings, non-YouTube links, deleting a folder, and a banner without a store link.
Forgetting to save. Changes in General settings only take effect after Save settings.
Setting a tab to Never and expecting it on one file. Tab visibility is organization-wide. Use When available for tabs that should appear only when there's content.
Pasting a non-YouTube link in Video resources. Broki shows "Invalid YouTube URL". Portal video resources accept YouTube only. Vimeo is accepted only in Homeowner Hub.
Deleting a category or folder to tidy up. Its documents or videos are deleted too. Move items to another category or folder first.
Leaving the app banner without a store link. The banner doesn't show until at least one store link is entered.
Troubleshooting
Use this section when a tab is missing, the portal says access was revoked, a video will not save, or the app banner does not show.
A portal tab doesn't appear for a client
A portal tab doesn't appear for a client when it is set to Never, or When available and the file has no matching content.
Possible causes
The tab is set to Never.
The tab is set to When available and the file has no matching content, such as no published offers.
Check first
General settings > Tabs & layout for that tab's setting.
To fix
Change the tab to Always show, or add the missing content to the file.
Select Save settings and reload the client portal.
Confirm it worked: the tab appears when you open the portal from the file.
The client sees "Access has been revoked"
The client sees "Access has been revoked" when Portal access is off on that mortgage file.
Possible causes
Portal access is off on that mortgage file.
To fix
Open the file's Documents tab and turn Portal access on.
Confirm it worked: the toggle shows "Client can access the portal".
"Title, YouTube URL, and folder are required"
"Title, YouTube URL, and folder are required" means a video field is empty or no folder exists yet.
Possible causes
A required field is empty, or no folder exists yet.
To fix
Create a folder with Add Folder first.
Fill in Folder, Video Title and YouTube URL.
The app banner doesn't show in the portal
The app banner doesn't show in the portal when a store link is missing or the file belongs to a different advisor.
Possible causes
No store link is entered.
You're viewing a file that belongs to a different advisor from the one chosen in This app belongs to.
To fix
Add an iOS App Store link or Google Play link.
Check This app belongs to and save.
"Failed to save portal settings"
"Failed to save portal settings" means the portal settings did not save.
Check first
That you still have the Company Settings permission.
Contact support if the message persists. Include the exact message, the section you were saving and the time.
Tips and best practices
These tips help you check the portal as a client and keep guides easy to scan on a phone.
Preview as a client after changes. Opening a real file's portal from Actions > View client portal shows exactly what borrowers see.
Keep document guides short and practical. Clients read them on their phones, so a clear Where to Get It line is often more useful than a long description.
Group videos into a few clear folders. Clients find a video faster in "Fixed vs Variable" than in a single long list.
Limitations and important behavior
These limits describe organization-wide settings, which videos are allowed, and that Homeowner Hub videos are not shown in the portal by themselves.
All settings on this page are organization-wide.
Document resources are written guides. You can't attach files to them. To collect files from clients, use document requests on the mortgage file.
Portal video resources support YouTube only. Homeowner Hub videos support YouTube and Vimeo.
Homeowner Hub currently shows the Videos library only. Homeowner Hub videos are meant for the homeowner package, which isn't available yet, so adding a video here doesn't by itself show it in clients' portals. For videos clients should see now, use Video resources in Client Portal.
The homeowner report settings aren't available yet.
There is no client login. Each file's portal link is private to that file, and Portal access is the way to stop someone using it.
Frequently asked questions
These questions cover different tabs per client, a new portal link, and where the Resource center sits.
Can different clients see different tabs? Only through When available, which depends on each file's content. Otherwise, tab visibility is the same for everyone.
How do I give a client a new portal link? You can't. Each file has one portal link. Turn Portal access off to block it, and on again to restore it.
Where do clients find the Resource center? It's a tab in the client portal, as long as Resource center isn't set to Never.
Related articles
These related articles cover the borrower portal, homeowner hub, the client journey, letters, branding, and the Documents tab.