Set up customer success rooms

Customer success rooms are collaborative workspaces shared with customers. Each room is tied to a project and provides a single place for customers to:

• View and complete assigned tasks.
• Track milestones.
• Submit forms.
• Share and manage documents.
• Follow project status updates.

Rooms are accessed through your customer success portal.

Please note: the information in this article is intended for participants in the Customer Success Rooms beta only.

Create a customer success portal 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, navigate to Customer Success. 

3. Click the Customer Success Portal tab. 

4. Click Set up Customer Success Portal. 
   
   

   

5. In the pop-up box, enter the following information: 
   • In the Display name field, enter the name that will be displayed to your customers in the portal (e.g., Support Portal).
   • In the Portal name field, enter the name that will be displayed to you and your team (e.g., Customer Ticketing Portal v2).
   • Click the Domain name dropdown menu and select the domain the customer success portal is hosted on (e.g., zenplant.com) 
   • In the Slug field, enter a slug that appears at the end of your URL (e.g., support)
   • Click the Portal type dropdown menu and select the type of portal being created (e.g., Customer Success portal). 
6. Click Create Portal. You'll be redirected to customer success portal settings to continue setup.

Configure customer success portal settings 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Portals. 
3. Click the Customer Success tab. 
4. To edit the portal name, in the Portal name field, edit the name that will be displayed to you and your team (e.g., Customer Ticketing Portal v2).
5. To edit the domain the portal is hosted on, click the Domain name dropdown menu and select a domain (e.g., zenplant.com).
6. In the Slug field, enter a slug that appears at the end of your URL (e.g., support)
7. To grant specific contacts access to the portal, click the Access groups dropdown menu and select access groups. If you don't assign an access group, access is managed through CRM associations. Contacts associated with the relevant company or project record will still be able to access their room.
   
   
   

Edit the portal's global theme 

Customize the theme of the portal, including style, fonts, and colors. 

Please note: all portals on the same domain share the same theme. 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Portals. 
3. Click the Customer Success tab.
4. Click the Theming tab.
5. Click the dropdown menu and select a portal. Then, click Edit theme.
6. You'll be redirected to the theme editor where you can edit the portal theme settings. 

Activate the customer success portal 

Once you're done setting up your customer success portal, turn it on:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Portals. 
3. Click the Customer Success tab.
4. Toggle the Portal switch on.
5. In the dialog box, click Turn on. 

Use customer success rooms

A customer success room is created automatically in the customer success workspace when a project with the Type property set to Service - Onboarding is created. You can set this when creating a project from the projects index page, or in the Projects tab within customer success workspace.

• When a room is created, users and customers receive access notifications and customers are guided to set up login credentials.

• Each room contains project records with task lists and milestones.
• Only tasks assigned to customers will appear in customer success rooms. 

• External users can view and complete assigned tasks, upload documents, and view project status updates.

• When customers complete tasks in the room, those completions sync back to HubSpot and appear in the Projects object.
  

Access customer success rooms 

HubSpot users and customers receive an email with access information when a room is created. They'll be prompted to create a password and finalize registration. They can then access the rooms via the details provided in the email.

To access customer success rooms from HubSpot: 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.

2. In the left sidebar menu, click Portals. 
3. Click the Customer Success tab.
4. At the top of the page, click View portal. You'll be redirected to your customer success portal, where you can view and access all created rooms.