Coming soon!
Not all features outlined in this article are not yet live. We will notify brokers via Nexus News once they are available.
Use this guide to understand how your clients experience the Client Portal once you send a request. This article explains the client journey, module behaviour, status changes, and what you can expect as the broker.
What your client sees first
When you send a Client Portal request, the request status moves to Sent (Not Opened).
Each client receives their own unique access link.
When a client opens their link and accesses the first module in the workflow, the request status changes to Client In Progress.
The Client Portal is fully responsive and works equally well on desktop, tablet and mobile devices.
The linear module journey
The Client Portal follows a structured, step-by-step journey. Clients cannot skip ahead of the module currently in progress.
Modules appear in the order configured in the Request Builder:
Documents to share
DigiSign
Personal details
Address history
Employment
Properties & mortgages
Assets
Debts
Support payments & other income
Living expenses
Questionnaires
Document requests
Clients must complete all mandatory modules before they can submit the request.
Important
All fields are mandatory unless marked optional. Validation errors appear beneath the relevant field if incomplete.
This structured flow reduces confusion, improves data quality, and ensures you receive information in a consistent format.
How existing data appears
If you have already entered information in the opportunity, it is presented to the client for confirmation.
For example:
If a current address exists, the client is asked to confirm whether they still live there.
If current employment exists, they confirm whether they still work there and update details such as income or job title.
If details are no longer current, the client is prompted to provide updated information.
This approach reduces duplication while ensuring data accuracy.
Module-level statuses
Each module has its own status:
Not Started – The client has not accessed the module.
In Progress – The client has started but not completed the module.
Complete – The client has reviewed and confirmed the module summary page.
The overall request status updates as follows:
Sent (Not Opened) – Request delivered but not accessed.
Client In Progress – Client has accessed the first module.
Submitted – All modules completed and the client has selected Submit.
Brokers receive notifications when:
The client first accesses the request
The client submits the request
Progress tracking and navigation
A progress bar appears at the top of the Client Portal beneath the main navigation.
Clients can:
See how many modules are completed
Identify what is currently in progress
Clients cannot skip ahead of the active module but can return to completed sections to review their responses.
A Progress overview page is available via the top-right dropdown menu. This provides a high-level summary of module completion.
Saving and resuming later
Clients can exit the Client Portal at any time. All progress is saved automatically.
The Exit and resume later option reminds clients that their information is saved before they leave.
They can return using their original link at any time before the expiry date.
Important
After the expiry date, the link becomes inactive and the Client Portal cannot be accessed.
DigiSign
DigiSign appears early in the workflow, immediately after Documents to Share.
Clients complete digital signatures directly within the Client Portal experience.
Signed documents can be downloaded once completed.
Document upload experience
Document requests appear at the end of the workflow.
This placement reduces friction and ensures you receive client details and financial information even if supporting documents take longer to gather.
Clients can:
Upload multiple documents within a single document card
Delete and re-upload files
See upload progress indicators
Multi-applicant behaviour
Each client receives a separate link.
Clients only see:
Their own personal details
Their own address history
Their own employment
Their own DigiSign sections
For financial modules:
Access is controlled by how the request was configured in the CRM.
Only the assigned client can complete the financial sections.
For questionnaires:
Individual modules can only be completed by the assigned client.
Shared modules can be completed by either client.
For document requests:
Documents are organised by “Required from” in the interface.
Either client can upload documents on behalf of the other if needed.
What happens when the client submits
At the end of the workflow, the client selects Submit.
The request moves to Submitted once all modules are complete.
Brokers are notified when submission occurs.
What this means for you as a broker
The structured Client Portal journey:
Improves consistency of collected data
Reduces incomplete submissions
Minimises follow-up for missing mandatory fields
Understanding the client experience helps you:
Set clear expectations
Explain why modules must be completed in order
Prepare clients for document uploads
Monitor status changes confidently
Need help?
If you need help understanding how the Client Portal works in Mercury Nexus, contact your Partnership Manager or email [email protected].
Coming soon!
Not all features outlined in this article are not yet live. We will notify brokers via Nexus News once they are available.