Portal Settings
Set up the guest portal, configure response time targets, and enable WhatsApp notifications.
Overview
Portal Settings is where administrators set up everything guests see and experience when they use the concierge portal. You can brand the portal with your event's look, configure WhatsApp notifications, and set response time targets for each priority level.
Where to find it
From your event's navigation, select Concierge, then choose the Portal Settings tab.
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Before you start
You need the Manage settings permission to access this section.
Creating the portal
When you first open Portal Settings for a new event, there is no portal yet. Select Create portal link to activate it.
Creating the portal also automatically adds the default request categories (Transport, Dining, Housekeeping, Spa & Wellness, and General) if none exist.
Sharing the portal link
Once the portal is created, the portal URL appears at the top of the settings page. You can:
- Copy the link using the copy button, then paste it into an email or WhatsApp message to send to guests.
- Scan or share the QR code — a QR code is generated automatically. Guests can scan it with their phone to open the portal directly.
Downloading the QR code
- Find the QR code section on the right side of the settings page.
- Select Copy PNG to copy the image to your clipboard.
- Select Download PNG to save the QR code as an image file.
You can print or display the QR code at the event venue.
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Regenerating the link
If you need to invalidate the current portal link (for example, if it was shared with the wrong people), select Regenerate link. This creates a new unique URL and QR code. The previous link will stop working immediately.
Branding the portal
Select Branding to customize how the portal looks to guests.
| Field | What it means |
|---|---|
| Title | The name shown at the top of the portal. Defaults to the event name if left empty. |
| Welcome message | A message displayed on the portal home page. Use this to greet guests or explain how the portal works. |
| From email | The email address shown as the sender when guests receive email notifications. |
| Banner | An image displayed at the top of the portal. The portal's colors are automatically extracted from the banner image. |
| Portal is active | When turned off, guests who open the link will see a "portal closed" message instead of the portal. |
Portal preview
As you fill in the form, the Portal preview panel on the right shows how the header will look to guests, including the title, welcome message, and colors.
After uploading a banner, the colors update automatically to match the image. You can see the exact color values used under the preview.
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Removing the banner
To remove an uploaded banner and reset the colors to the default style, select Remove banner below the file upload field.
After saving, select Save portal settings to apply all branding changes.
WhatsApp notifications
If your event is connected to a WhatsApp Business Account, you can send automatic notifications to guests when:
- Their request is received.
- Your team sends a reply.
- The status of their request changes.
Setting up WhatsApp notifications
- Toggle Enable concierge WhatsApp notifications to turn it on.
- For each notification type (Request received, Staff reply, Status update), select the WhatsApp template to use.
- Select Save WhatsApp settings.
Templates must be approved by WhatsApp before they can be used. Use the Refresh button to reload the latest approved templates from your account.
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Response time targets (SLA)
SLA stands for service level agreement — it is the target time within which your team should give a first response to a request, based on its priority.
The SLA section lets you set these targets in minutes for each priority level:
| Priority | Default target |
|---|---|
| Urgent | 30 minutes |
| High | 120 minutes (2 hours) |
| Normal | 480 minutes (8 hours) |
| Low | 1440 minutes (24 hours) |
You can change these targets to match your team's capacity. The maximum value is 10,080 minutes (7 days).
When a request has been open longer than its target without a staff response, the request list shows an Overdue badge. The statistics on the Requests page also count overdue requests.
To update the targets:
- Enter the new values in minutes.
- Select Save SLA.
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Common problems
I cannot see the Portal Settings tab
This tab is only visible if you have the Manage settings permission. Contact your administrator if you believe you should have access.
The portal link does not work for guests
Check that the portal is marked as Active. If the toggle is off, guests will see a "portal closed" page. Also check that the guest is on the event's guest list — the portal only allows registered guests to verify.
Guests are not receiving WhatsApp notifications
Check that WhatsApp notifications are enabled and that a template is selected for each notification type. Templates must be approved before they appear in the dropdown. Use the Refresh button to update the template list. If you still do not see approved templates, check your WhatsApp Business Account configuration in WhatsApp Settings.
The QR code does not reflect my changes
After regenerating the portal link, a new QR code is generated automatically. Reload the settings page to see the updated code.