Use this guide to send a Client Portal request to your clients in Mercury Nexus. You can choose to send the invitation by email or SMS. Once sent, the request becomes active and clients can begin completing the required sections.
Before you send the request
Review the request carefully before clicking Send.
Confirm:
Correct contacts are selected
Household structure is correct
Expiry date is appropriate
Reminder emails are enabled (if required)
Required modules are enabled
Financial modules are assigned correctly
Document requests are complete
DigiSign documents are correct
Questionnaires are configured properly
Use Preview Client Portal to review the client view.
Important Once the request is sent, you cannot change the contacts. You can keep editing the rest of the request until the client submits it or you close it.
Step 1: Click Send Request and choose a channel
Open the Client Portal request.
Click the chevron next to Send Request in the top toolbar.
Choose Send via Email or Send via SMS from the dropdown.
A confirmation message will appear. Click Confirm to continue.
Sending via email
Follow these steps if you chose Send via Email at Step 1.
Step 2: Select clients to invite
A Select clients to invite window will appear, showing applicants with an Email column.
Confirm the correct applicants are selected.
Click Choose.
Step 3: Select an email template
The Select an invite template window will open, showing your email templates.
Choose the appropriate email template.
Click Choose.
Templates determine the email subject and body content sent to clients.
Step 4: Review and send the email invitation
The Send email invitation screen will open.
From here, you can:
Review the sender details
Edit the subject line
Adjust email content
Add CC or BCC recipients
Add attachments
When ready, click Send.
Each selected applicant receives:
An individual email
A dedicated Client Portal link
Sending via SMS
Follow these steps if you chose Send via SMS at Step 1.
Step 2: Select clients to invite
A Select clients to invite window will appear, showing applicants with a Mobile column.
Confirm the correct applicants are selected.
Click Choose.
Applicants without a mobile number are disabled, with a tooltip explaining why. Only selected contacts will receive the invitation SMS.
Step 3: Select an SMS template
The Select an invite template window will open, showing your Client Portal invite SMS templates.
Choose the appropriate SMS template.
Click Choose.
Templates determine the body content sent to clients. SMS templates do not have a subject line.
Step 4: Review and send the SMS invitation
The Send SMS invitation screen will open.
From here, you can:
Review the From and To fields
Edit the message body (plain text only)
Use the character counter to stay within SMS length limits
When ready, click Send.
Each selected applicant receives:
An individual SMS
A dedicated Client Portal link
What happens after sending
After the invitation is sent:
The request status changes to Sent (Not Opened)
A banner appears confirming the request has been sent
You can still:
Add, amend and remove items in the Request Builder, including modules, document requests, DigiSign documents and questionnaires
Change the request name, expiry date and reminder email settings
Email your clients about changes using the Notify Clients banner
Changes apply to the Client Portal automatically. You do not need to resend the request.
You cannot:
Change the contacts on the request
Resend a request
If a client does not receive the invitation:
Open the request.
Click Send Request again (or use resend if available).
Resending:
Sends the same portal link
Does not reset progress
Does not create a new request
Troubleshooting invitation issues
Invitations not reaching clients or 'Enabled' status disappears
If Client Portal invitations are not reaching clients or the 'Enabled' status disappears, follow these steps:
Perform a hard reload of your CRM to ensure you are using the latest version:
Windows: Press
Shift + Ctrl + RMac: Press
Shift + Command + R
Open the relevant opportunity in the CRM and create a new Client Portal request.
Send the new invitation to the client.
Note: Previously created Client Portal requests affected by this issue cannot be retrieved. Creating a new request after the hard reload should resolve the problem going forward.
Errors when sharing by email (O365)
If you encounter errors while sharing the Client Portal and your emails are routed through Office 365 (O365), Microsoft may have flagged the sending IP as a potential threat. To resolve this:
Disable the O365 integration in the Admin settings.
Fully close the CRM and reopen it to sync the changes.
Resend the Client Portal invitation by clicking Send Request. This workaround ensures that emails are sent directly from Connective instead of via O365, bypassing the block.
When to create a new request instead
Create a new Client Portal request if:
Incorrect applicants were selected
Household structure was incorrect
You need to change the contacts on the request
Do not attempt to adjust opportunity contacts after sending to force structural changes.
Need help?
If you need help sending a Client Portal request in Mercury Nexus, contact your Partnership Manager or email [email protected].