End User Portal Guide
Written for the people who actually use the Customer Portal inside a widget — not for the team setting it up. Share this page with your customers, or copy it into your own help centre.
Are you a StrikeUp tenant? This page is the guide for your end users. To set the Portal up, see Customer Portal; to build your own UI on the API, see Portal API.
What the Customer Portal is
The chat window answers your questions. The Portal is where you shape how it answers — what it knows about your company, what it remembers about you, and which shortcuts you get. It opens in the same window as the chat, so you never leave the page you are on.
You share the Portal with your colleagues: everyone from your company sees the same documents, skills and shortcuts. Your profile and your memory are yours alone.
Why it is worth setting up
If you only ever chat and never open the Portal, the assistant still works. Twenty minutes here changes it from generally helpful to useful for your company specifically.
You stop repeating yourself
The assistant remembers your preferences and context between conversations — and you can see and delete every note it keeps.
It answers from your documents
Upload your price list, policies or handbook, and answers come from those instead of vague generalities.
It behaves the way your company wants
One instruction — your tone, your rules, the things it should never say — applies to every conversation your colleagues have.
Repetitive questions become one click
A prompt shortcut turns a long recurring request into a single button everyone can press.
Routine work runs without you
A workflow can produce the Monday report on Monday morning and email it out, whether or not anyone opens the chat.
Your colleagues get it too
Everything an admin sets up applies to everyone in the company immediately. You do it once, not once per person.
Your role decides what you can do
You are either an Admin or a Member. Your role is shown on your Profile page. If you need something on the Admin side, ask one of your company’s admins — they can promote you.
You can… | Admin | Member |
|---|---|---|
Edit your own profile | Yes | Yes |
See and delete what the assistant remembers about you | Yes | Yes |
Use prompt shortcuts in chat | Yes | Yes |
Create and edit prompt shortcuts | Yes | View only |
Manage colleagues’ roles and access | Yes | No |
Upload company documents | Yes | No |
Create skills, workflows, email settings | Yes | No |
Change company-wide settings | Yes | No |
Signing in
The first time — choose PIN or password
You will see a screen headed Set up your access. Choose PIN or Password, type it twice, tick Remember me on this browser if the device is yours, and click Continue.
Option
What it means
Good for
PIN
4–8 digits, numbers only
Speed — you will type it often, on a phone or shared screen
Password
At least 8 characters, any mix
Security — anything with sensitive company data behind it
Choose carefully. This is the credential you will use every time, and there is no self-service way to reset it if you forget.
After that
You see Welcome back and one box. Tick Remember me on your own device to skip this next time; leave it unticked on a shared computer. You will be asked again after a while, or if you sign out, clear your browser data, or switch device.
Opening the Portal
Once signed in, there are two ways in — your company will have set up one or both:
From the chat — click the gear icon in the bar at the top. The chat expands into a large window showing the Portal.
From a direct link — your company may put a “Settings” or “Portal” link in their own app, which opens the Portal without the chat.
Click the X in the top-right corner to go back to chatting. Opening the Portal does not disturb your conversation — your messages, your place in the conversation, and even a half-typed message you have not sent yet are exactly as you left them.
The pages, one by one
The menu runs down the left side. Profile and Memory are always there. Everything else depends on your role and on which pages your provider switched on — most people see fewer than the full list, which is normal.
Profile
Edit your name and email, and see your role and customer ID. Filling these in makes the assistant noticeably better at drafting emails and addressing people correctly. Two things people expect here are elsewhere: changing your PIN or password happens on the chat sign-in screen, and Log out is at the bottom of the left-hand menu.
Memory
Every note the assistant has taken about you, grouped by category, each with a Forget button. Untick ‘Let the assistant remember things about me’ to switch it off entirely. Worth a glance now and then — if the assistant keeps making a wrong assumption about you, an out-of-date note here is usually why.
Prompt Shortcuts
Ready-made prompts your company uses often, appearing as buttons above the message box and in the list that opens when you type a forward slash. Admins create them with a short name, a description, and the full prompt text. Specific prompts work far better than vague ones.
Members
Everyone from your company and what they are allowed to do. Change a role by clicking Admin or Member on their row; remove access with Disable, which signs them out immediately. You cannot change your own role or disable yourself, and the last remaining admin is protected, so a company can never lock itself out. There is no invite button — new people are added by your provider, by bulk import, or by signing up themselves.
Knowledge Base
Upload the documents the assistant should answer from — price lists, policies, procedures, FAQs. New uploads are processed in the background, so click Refresh to see the status update; it does not update by itself. Underneath is a Test retrieval box: type a question the way a colleague would ask it and see exactly which extracts the assistant would use. Website crawling is not available here — ask your provider if you need a public site added.
Skills
A standing instruction for a particular situation — ‘when someone asks about refunds, follow this process’. You do not fill in a form: describe what you want in plain language and a wizard asks follow-up questions, then compiles the skill for you. Keep each skill to one job; three focused skills beat one broad one.
Workflows
Jobs the assistant runs on a schedule without anyone opening the chat. Three tabs: Workflows (name and a plain-language description of the job), Schedules (when it runs — one workflow can have several), and Run History (every past run and how it went). Always use Run now to test before trusting a schedule.
Integrations
Your company email settings, so the assistant can send reports and notifications out. You will need your mail server host, port, username, password and from-address. After saving, always click Send test — saved settings are not verified settings, and the error tells you which part is wrong.
Settings
Company-wide preferences: whether colleagues can sign themselves up with your registration link, which credential type new members are offered, and the agent instruction — free text describing how the assistant should behave for your company. That instruction applies to every conversation your colleagues have, so it is the highest-leverage box on this page. Vague instructions change nothing; specific ones change everything.
A good first-week setup
If you are an admin setting this up for your company, this order gets the most benefit for the least effort. Steps 1–5 take under half an hour and deliver most of the value.
Fill in your profile. One minute, and the assistant immediately improves at anything involving your name or email.
Upload three or four documents you get asked about most. Do not try to upload everything — start with what actually comes up.
Test retrieval with three real questions your colleagues ask. Fix gaps now, before people rely on it.
Write your agent instruction. Tone, format, and anything the assistant should never say.
Add two or three prompt shortcuts for your most repeated requests.
Bring your colleagues in and set their roles.
Then, if you need them — skills for multi-step procedures, workflows for scheduled jobs, and email for anything that has to leave the chat.
Privacy — who sees what
Information | Who can see it |
|---|---|
Your name, email, profile | You, and admins at your company |
What the assistant remembers about you | Only you |
Your conversations | You, and your provider’s support staff |
Documents, skills, workflows, shortcuts | Everyone at your company |
Anything at all | Never another company |
Your memory is private. Not visible to colleagues, not to your admins. Only you can see or delete it.
Uploads are shared with your colleagues. Do not upload something you would not email internally.
Your provider’s staff can see conversations for support and quality purposes, as in any support tool.
Troubleshooting
❗ The gear icon is not there
Three usual causes, in order: you are not signed in yet (it only appears afterwards); Portal access was switched on after you loaded the page (reload it); or your provider has not enabled the in-chat Portal at all — they may have given you a direct link instead.
❗ A page is missing from the menu
Either your provider has that page switched off, or it is admin-only and you are a Member. Check the role table above, then ask an admin at your company.
❗ It says my account is locked
Too many wrong attempts. The screen shows a countdown; when it reaches zero you can try again. It unlocks by itself — nobody needs to do anything, just wait.
❗ It says my account is unavailable
Your access has been disabled, either by an admin at your company or because your whole company’s access was switched off. An admin can re-enable you from the Members page; if they cannot, contact your provider.
❗ I forgot my PIN or password
There is no self-service reset — contact whoever gave you access and they can set a new credential for you. If you still know your current one, you can change it yourself from the chat sign-in screen, which asks for the old one first. So if you are having doubts, change it now rather than after you have forgotten it.
❗ My upload is stuck on pending
Click Refresh — the status does not update on its own. Large files take longer. If it is still pending after several minutes or shows as failed, delete it and upload again; if that fails too, the file format is probably not supported.
❗ The assistant is not using my documents
Use Test retrieval with the exact question that is not working. Nothing at all means the document is still processing or failed. Unrelated extracts mean the material does not really cover the question — add a document that answers it directly. Right extracts but a wrong answer means retrieval is fine and the issue is in how it is being asked.
❗ A workflow did not run
Open Run History for that workflow. No entry means the schedule is wrong or missing — check the Schedules tab. An entry with an error usually means the description was ambiguous, or the information the assistant needed was not available.
❗ My changes have not appeared for colleagues
Most changes apply immediately, but anyone with the chat already open may need to reload the page. Ask them to refresh before investigating further.
Frequently asked questions
Do I have to use the Portal?
No. The chat works without it. The Portal makes the assistant better at your specific job, but nothing breaks if you ignore it.
Will my colleagues see what I ask the assistant?
No. Your conversations are yours. What they do see is anything you add to the shared areas — documents, skills, workflows, shortcuts.
Can my boss see what the assistant remembers about me?
No. The Memory page is visible only to you, regardless of anyone’s role.
I am a Member and I need to upload a document. What do I do?
Ask an admin at your company to upload it, or to make you an admin. They can do either from the Members page.
Can I use the Portal on my phone?
Yes. It sizes itself to your screen. Use the panel icon at the top of the menu to shrink it to icons and free up room.
What happens to my conversation when I open the Portal?
Nothing. It stays exactly as it was — including a message you have typed but not sent. Close the Portal and carry on.
Why does the Portal look like our company’s website?
Because your provider has themed it with your colours, fonts and logo. It is the same product everyone else uses, dressed for you.
What is the difference between a skill and the agent instruction?
The agent instruction always applies — it is how the assistant behaves in every conversation. A skill applies only in the situation it was written for. Use the instruction for tone and universal rules; use skills for ‘when X happens, do Y’.
Do I need to sign in every day?
Only if you did not tick Remember me, or you are on a shared computer. On your own device with Remember me ticked, you will be asked again occasionally rather than daily.
Something is wrong and none of this helped.
Contact whoever provides your assistant, and quote the Customer ID from your Profile page — it identifies your account.