The Media Portal allows you to collect photos and videos directly from your customer, helping you build accurate, customised proposals—without needing a site visit. It's especially useful for standardised jobs like boiler replacements, where visual confirmation can replace an in-person survey.
This tool helps you reduce errors, avoid multiple proposal revisions, and improve turnaround times.
Benefits of Using the Media Portal
Capture job-specific details without a site visit.
Streamline your proposal process with fewer revisions.
Save time and reduce travel costs.
Improve customer engagement with a simple upload experience.
Setting Up the Email Template
To use the Media Portal, you'll need an email template that contains two key links: one for uploading media and one for viewing uploaded media.
How to set up the template:
Go to Settings > Communications.
Click View under Email Templates.
Locate or create a folder for Opportunities.
Create a new email template titled Request for media - portal link.
In your email body:
Explain the purpose of the media request.
Include two tags:
One for uploading:
[upload_media_portal_url: online media portal]One for viewing:
[view_media_portal_url: this link]
These tags will dynamically generate the correct links when the email is sent to the customer.
When to Send the Media Portal
There are two main scenarios where using the portal is beneficial:
After the initial enquiry
If the customer has expressed interest but you need more context to create a proposal, send the media portal link to collect relevant images or videos. This helps determine whether the media is sufficient or if a site survey should be booked.
After the proposal has been sent
If the customer reviews the proposal and wants to make a change—such as altering the install location—you can resend the portal link. Updated media ensures the proposal can be amended accurately without delays or unexpected surprises.
What the Customer Experiences
The email contains two links:
Upload link – allows the customer to take new photos or upload from their device.
View link – shows what’s already been uploaded.
The media portal is mobile-optimised, so customers can use their phone’s camera to upload directly. It also works on a computer, though it’s less convenient unless the files are already stored there.
Customers can also review existing uploads through the view-only link, which helps ensure both sides are aligned before proceeding.
Best Practice Recommendations
Be clear in your email about which link does what.
Encourage mobile uploads for ease and speed.
Always review submitted media before using it in a proposal.
Use the portal proactively to avoid unnecessary site visits.
Additional training and walkthrough
This article is supported by a full video walkthrough and interactive lesson in the Self-Service Academy. Head there for step-by-step guidance on using the Media Portal.