Learn what the client experience looks like in Keystone as an admin with this tutorial. Gaining insight into the client journey helps you optimize interactions and provide exceptional service.
Client Receives Confirmation Email
After an order is submitted in Keystone, the client will receive a confirmation email. This email is fully customizable, including your logo and personalized wording.
Accessing the Client Portal
The client clicks the Sign and Pay button in the email, which directs them to the client portal. The portal is designed for easy agreement signing, payment processing, and report viewing.
Customizable Elements
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Company Logo: Displayed at the top-left of the portal and editable in your Company Settings.
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Availability Options: Shown at the bottom-left of the portal and configurable in your Settings.
Order-Generated Elements
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Map & Property Photo: Pulled directly from the order information.
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Order Summary: Includes inspection address, date and time, selected services, subtotal, convenience fee (if applicable), and amount due.
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Note: The convenience fee only appears if you are integrated with Stripe and choose to pass transaction fees to the client as explained more below.
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My Team Section: Displays all people associated with the order, including the inspector and agents.
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Client Info Pre-Fill: First name, last name, phone number, and billing address will auto-fill if already present in Keystone.
Viewing Order Details
On the left-hand side of the client portal, the client will see your logo, a map or a photo of the inspection address, and an order summary. The order summary displays the inspection address, date and time, services, subtotal, any applicable convenience fee, and the total amount due.
Understanding the Convenience Fee
If you are set up with Stripe, convenience fees are shown only when configured in settings. (Click Here to learn more about setting up stripe.) Keystone includes a helpful tooltip explaining the fee and noting that clients may receive a discount when using ACH, cash, or check payments.
Viewing the "My Team" Section
Below the order summary, the My Team section lists anyone associated with the order, including the buyer’s agent if applicable.
Signing the Agreement
To proceed, the client will be prompted to provide their first name, last name, phone number, and billing address. If Keystone has this information, it will pre-populate. After agreeing to the terms and conditions, the client clicks the blue Sign button. (Keystone uses Keystone Sign, an in-house agreement signing feature.)
Once the sign button is clicked, the agreement loads instantly without delay. The client can read the agreement, then click Looks Good to proceed.
They can choose to type their name and select a font or sign using a finger or mouse if on a mobile or tablet device.
Making a Payment
After signing, the client is directed to the payment page. They can choose to pay by credit card or ACH. (For other payment methods like cash, check, or money order, the client can contact your office.)
Accessing the Signed Agreement
Once payment is completed, the signed agreement will be available in the client portal. The client can view and download it as needed.
Receiving Report Results
When the inspection results are ready, the client will receive a notification email. This email is also customizable and includes a View Results button.
Viewing the Report
Clicking View Results directs the client back to the portal. (If the agreement is not signed or payment has not been completed, the client will be unable to view the report. After completing these steps, the report will be accessible and available for download within the portal.)
That is the Client’s Experience using the client portal within Keystone. For further assistance, feel free to reach out to the support team.