Clients and contacts complete surveys in the client portal. The only difference between the two entry points — email link vs. kiosk — is how they sign in. Once authenticated, the survey-taking experience is the same.

All access levelsKiosk PIN: see Level 3+, regenerate Level 4+

Two ways to reach the portal: email link and kiosk

  • Email/SMS link — the respondent clicks a link from an invitation. No login required; the link itself authorizes them. This is how the Email, Alt. Email, and Link delivery methods work.
  • Kiosk — the respondent signs in at a shared device with their 6-digit PIN (and, optionally, their date of birth as a second factor).

Completing a survey from an email or SMS link

The respondent opens the email or SMS and clicks the link. The link authorizes them directly into their pending survey list — no further sign-in.

Handing the client a kiosk PIN (clinician)

  1. Make sure the client has active surveys. (See Assigning a survey.)
  2. Open the client's Detail tab. On the Settings card, find Kiosk PIN.
  3. If the PIN is empty or you want a fresh one, click the regenerate icon (level 4+).
  4. Show or write down the PIN for the client.
  5. Direct them to the kiosk device.

Signing in at the kiosk (client)

  1. Enter the 6-digit PIN.
  2. Enter date of birth, if your account requires it.

The account admin enables kiosk mode and controls whether DOB is required.

The pending survey list and taking a survey

After authenticating (link or kiosk), the respondent sees the list of pending surveys assigned to them. They pick one and start answering.

  • Question types include scales (Likert), multiple choice (single or multi-select), text/textarea, and more depending on the instrument.
  • Items can use conditional logic (showWhen) — some questions only appear based on previous answers.
  • Required items are highlighted on submit — the respondent can't finalize until they're answered.
  • Each answer is saved as they go (continuous save). On the email-link flow, they can close the browser and return using the same link until the expire date — their answers are still there.

After completing a survey

When the respondent submits a survey, they're returned to the list of their remaining pending surveys, where they can pick another to complete. When the list is empty, the email-link flow shows a confirmation screen ("You're all done!"), and the kiosk returns to the login screen ready for the next client.

Kiosk tips

  • Regenerate the PIN often. Level 4+ users can regenerate from the client Detail tab's Settings card — useful if a PIN has been seen by the wrong person or as periodic hygiene.
  • Turn on the DOB requirement (admin setting) so a stray PIN alone can't unlock a client's surveys.

Common questions clients ask

  • "I clicked the link and it says the survey is closed." The expire date has passed, the survey was dismissed, or the session was already submitted. Check the instance status and, if appropriate, extend the expire date (level 3+) or assign a new instance.
  • "I started but had to stop. Can I come back?" Yes — as long as the link hasn't expired and they use the same link. Every answer is saved as they go.
  • "I didn't get the email." Verify the email address on the Detail tab, ask them to check spam, and then edit the instance to re-trigger delivery.
  • "My kiosk PIN doesn't work." Confirm they're entering the latest PIN (regenerate if needed) and that DOB is being entered correctly if required. Repeated failures can trip the rate limit — wait a few minutes and try again.

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