This makes recent activity visible at a glance, adds new filters to the Client list, and introduces a dedicated Portal Engagement Export.
This is useful both day-to-day (knowing which Clients are engaged ahead of a review) and for Consumer Duty purposes - under FCA PRIN 2A, firms are expected to be able to demonstrate that Clients are able to access and use the information and services available to them. Portal engagement is a practical, low-effort evidence point for this.
Where the data comes from: portal login activity is recorded each time a Client successfully logs into the portal going forward. The engagement rating also takes account of emails and messages sent to the Client (see Understanding the engagement rating below).
Impersonation is excluded: when a user impersonates a Client (logs in as them), that session does not count towards the login figures - the stats reflect genuine Client logins only.
What you'll see
1. Client Portal card on the Client record
The Client record now includes a Client Portal card summarising that Client's portal access and engagement at a glance:
Portal Access - whether the Client has portal access set up (Yes / No) - If no, the following points won’t appear.
Status - e.g. Active, Never logged in, or No portal access
Engagement - the engagement rating lozenge (see below)
Last Login - shown as a human-readable relative time (e.g. "14 hours ago") with the full date and time alongside
Device - the device and platform last used to log in (e.g. Desktop / macOS)
Login Activity - the number of logins over the last 30 days, 90 days, and 365 days, giving a sense of frequency rather than just recency
2. Engagement indicator on the Client tile
The engagement rating also appears as a lozenge on the Client tile - so you get the same at-a-glance read on the Client Search screen without needing to open each record. The lozenge uses the same labels and colours as the rating itself, for example Engaged or Not Engaged.
3. Understanding the engagement rating
The engagement rating is a single at-a-glance indicator of how engaged a Client is with their portal and communications. It looks at three signals - a portal login, an email sent, or a message sent - and is based on whether at least one of those falls within a given timeframe.
The rating only needs one of the three signals to fall within a timeframe to qualify. For example, a Client who logged in several months ago but has never been emailed or messaged will show as Disengaged - there is a signal on record, but none within the last 6 weeks. Only a Client with no logins, emails, or messages at all will show as Not Engaged.
The underlying rating is stored as green / amber / red / none (this is what you'll see in the engagement_rating column of the export), which maps to the Engaged / At Risk / Disengaged / Not Engaged labels shown in the UI.
4. Filtering your Client list
Two new filters are available on the Client list so you can quickly pull a list of Clients by their portal engagement - useful ahead of review cycles or Consumer Duty reporting. They combine with any other active filters.
Portal access status - Has portal access, Logged in recently, Never logged in, No portal access
Engagement rating - Engaged, At Risk, Disengaged, Not Engaged
5. Sorting your Client list
The Sort by control on the Client list now includes two additional options driven by this feature, alongside the existing ones (Created at, Updated at, First name, Last name, Email, Next review date, Previous review date, Anniversary date):
Last login - order Clients by how recently they last logged into the portal
Engagement rating - order Clients by their engagement rating
Either can be sorted ascending or descending.
6. Portal Engagement Export report
A new Portal Engagement Export report is available in the Reports section, letting you produce a filtered export of portal engagement across your Client base.
The export is produced as a CSV and includes the following columns:
Client name and email, client type, and assigned adviser
Has portal access and portal access status
Last login, plus the last login device type and platform
Login counts: logins (30d), logins (90d), logins (365d)
Engagement rating (green / amber / red / none)
What this means for you
Consumer Duty evidence
The engagement rating and export give you a straightforward way to evidence that Clients are able to access and use their information, and to identify those who aren't engaging so you can take action - directly supporting your PRIN 2A monitoring obligations.
Review preparation
Knowing at a glance that a Client hasn't logged in for several months before a review meeting is genuinely useful context, and the Client list filters let you surface dormant Clients ahead of a review cycle.
Practice management
Because the export can be filtered by assigned adviser, practice managers and firm owners can review portal engagement across each adviser's book in one place.
FAQs
What activity counts towards the engagement rating?
Three signals: portal logins, emails sent, and messages sent. The rating is based on whether at least one of them falls within the relevant timeframe.
Do impersonation sessions count towards a Client's login stats?
No. When a user impersonates a Client (logs in as them), that session is excluded from the login counts and last login. The figures reflect genuine Client logins only.
A Client logged in months ago but we've never emailed or messaged them - what rating will they show?
Disengaged. There is a signal on record (the historic login), but none within the last 6 weeks. Only a Client with no logins, emails, or messages at all will show as Not Engaged.
What's the difference between "Not Engaged" and "No portal access"?
Not Engaged means the Client has a portal record but no recorded logins, emails, or messages. No portal access means the Client doesn't have a portal login set up at all.
Is the last login figure real-time?
Login activity is recorded on each successful portal login from this feature going live onwards. The last login, login counts, and rating reflect that recorded activity.
Can I export this data?
Yes - use the Portal Engagement Export report in the Reports section. It outputs a CSV and can be filtered by client name, assigned adviser, portal access status, and engagement rating.
Does this change anything the Client sees in their portal?
No. This is adviser-facing visibility only - there are no changes to the Client's portal experience and no client-facing engagement nudges.