When a client submits updates through their client portal, those changes are held for review before being applied to their record. This article explains how to find, review, and process client portal change requests in BrightManager, including how to approve, modify, or deny requests individually or in bulk.
Where to find change requests
- Log in to BrightManager.
- Select Tools from the top navigation.
- Select Approvals.
- Select the Client Portal tab.
| Note: The Approvals page brings together change requests from Companies House, the Companies Registration Office, and the Client Portal in a single location. Each tab displays the number of pending requests alongside its name. |
What clients see when they submit a change
Clients submit changes via My Info > [Client Name] Details in their portal. When they submit, they receive a confirmation pop-up and a banner appears on their portal to let them know changes are awaiting review. The banner remains visible until all their pending requests have been processed.
Clients will continue to see their original data until you approve the change — submitted values do not update automatically.
Processing change requests
Single actions
| Action | What it does |
|---|---|
| Approve | Applies the submitted value to the client record as-is. The data is updated in BrightManager and synchronises with BrightClient. |
| Modify | Edit the submitted value before applying it. Use this when the client's submission contains an error or needs adjustment. |
| Deny | Rejects the change request. The data is not updated. A pop-up appears allowing you to provide a reason for the denial — this reason is sent to the client. |
Bulk actions
- On the Client Portal tab, select the change requests you want to process using the checkboxes.
- Select Approve All to approve all selected requests, or Deny All to deny them.
- If denying in bulk, a pop-up will appear where you can optionally enter a reason for the denial before confirming.
Superseding logic
If a client submits a new change to a field that already has a pending request, the newer submission automatically replaces the older one. You will only ever see the most recent submission for each field in the approval queue.
For example, if a client changes their company email on Monday and then changes it again on Wednesday, only Wednesday's submission appears for review.
Timeline entries
Every approved or denied change request generates a timeline entry on the client file, giving you a full audit trail of how each request was processed and by whom.
Troubleshooting
A client says they submitted a change but I cannot see it in the queue
If the client submitted the same field more than once, only the most recent submission is displayed. Also confirm the client submitted via My Info > [Client Name] Details in their portal.
The client portal banner is not disappearing on the client's portal
The banner remains visible until all of the client's pending requests have been processed. Check the Client Portal tab to confirm there are no remaining requests awaiting action.
The pop-up for providing a denial reason is not appearing
The denial reason pop-up only appears on the Client Portal tab. Confirm you are on the correct tab rather than the Companies House or CRO tabs.
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