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Customer experience
LiveCustomer portal approvals without a shop account
Customers will not create another password to approve brakes. Token links deliver line decisions, audit trails, and faster bay release.
Primary persona: Customer (external)
The problem
What breaks without this process
PDF estimates via text with “looks fine” replies do not create structured line state or audit.
Why it matters
Rationale — profit, risk, and shop floor truth
- 01
Mobile-first decide path matches how customers actually respond.
- 02
No password reduces drop-off and support load.
- 03
Decisions write back to the RO for board and invoice integrity.
- 04
Foundation for pay links and service history expansion.
Proof from the live demo
Real UI — not a pitch mockup
Captured from the seeded multi-tenant demo. Open the same surface with demo credentials.
live demo capture
live demo capture
Stage sequence
Step-by-step use case
Each stage lists the action, the business why, and the intended outcome. This is how we implement and test the product — not marketing fiction.
- 01
Advisor issues portal token
Action
Create secure link bound to the repair order / estimate context.
Why this stage
Scoped tokens limit exposure vs permanent customer passwords.
Surface: RO / portal APIOutcome: Link ready - 02
Customer opens on phone
Action
View lines (and DVI summary as media expands); no shop login.
Why this stage
Friction kills approval speed and ARO.
Surface: /portal/:tokenOutcome: Estimate understood - 03
Decide per line
Action
Approve, decline, or defer each recommendation.
Why this stage
Partial approval is normal; all-or-nothing UX forces bad compromises.
Surface: PortalOutcome: Line states set - 04
Shop floor reacts
Action
Board leaves AWAITING_AUTH; reserves parts; production continues.
Why this stage
CX systems must change operational state or they are vanity portals.
Surface: Board / partsOutcome: Work unblocked
Related search intent
- auto repair customer portal estimate approval mobile
- token estimate approval
- workshop customer approvals