Client Portal - Frequently Asked Questions

Accessing the Client Portal

Do my clients need to download an app to access the Client Portal?

A: No. Your clients do not need to download an app. The Client Portal is accessed by your clients directly via the Client Portal website: https://communicate.smokeball.co.uk/client-portal.html. They can log in from any device with an internet connection and a web browser (e.g. computer, tablet, or smartphone).

File sharing

What types of files can I share?

A: Any file can be shared, such as videos, images, Word files, and PDFs.

Is there a file size limit for files sent from the Client Portal?

A: The maximum file size for an individual file and each file in a shared folder is 5 GB.

Is there a file size limit for files sent to my firm via the Client Portal?

A: If a client sends a file via the Client Portal website, the file size is limited to 100 MB.  

What is the maximum number of files I can send per message?

A: You can send 130 files per message. If you need to send more than 130 files, you will need to send multiple messages. Each folder you share via the Client Portal cannot contain more than 130 files.

SMS messaging

Can I send or receive documents via SMS? 

A: You cannot send documents via SMS, and clients cannot send documents via SMS. However, they can access a link provided in your firm's SMS message to send the file through Client Portal.

Learn more about SMS messaging in Smokeball. 

Can I send an SMS message to a client who does not have an email address?

A: No. 

Is there an additional charge to send SMS via the Client Portal?

A: No.

Can my client send MMS replies, such as images?

A: Yes, your client can send MMS replies. These will appear in your conversation as an attachment.

Events

Can I invite outside parties to calendar events?

A: Yes. Learn how to invite parties to an event through the Client Portal.