Client Portals

Your XstreamCRM is not only a tool that allows you to keep track of your clients and receive commission, clients also have the ability to create a personalized portal through your website to access their trip information, trip documents, provide personal information that syncs to your XstreamCRM, and make payments for their reservation, all online!

First time users requesting a quote:

  1. The client should navigate to your agent website and click on "Client Tools," then click "Client Registration." 
  2. The client should fill in their information and can fill out the Request Form to receive a quote. Then Submit. 
  3. This information will automatically sync to your XastreamCRM and email you the quote request. 
Giving portal access to an existing client: 

  1. Log into your Xstream Agent Hub and click on “CRM,” from the Tools tab. You'll be redirected to your XstreamCRM.
  2. Click on the "Client Listing," under Reports -> Client Reporting. Locate the client and open their profile by clicking on the blue edit button. 
  3. Locate the field "Username for Client Login." Assign a username and password* and click save. Notify your client of their login information and provide them a link to your website so they can login.

*Please know you are responsible for assisting your client with any username or password issues. 


Client Portal Payments

XstreamCRM allows your clients to make payments for their vacation online! Once their authorization is received, you will then need to process the payment with the supplier. 

  1. Client will log into their client portal and will find an itemization of each segment of their vacation and what payment is due. They can then click on "Add Payment," next to the segment they would like to add payment to. 
  2. Next, they should select payment type (final, regular, or deposit), put in a payment amount, select payment type, input CC number, billing address, CVV, expiration date, and allow you to apply a signature or select one of file.
  3. You will receive an email to let you know you have a new payment that has been approved by your clients so you may process the payment with the supplier. 
  4. You will log into your XstreamCRM and click on the red "Client Online Payment Pending Processing," button at the top of your CRM. This alert lets you know anytime you have an approved pending payment. 
  5. Select the payment to process from your list of pending payments by clicking the "action," button. This will allow you to view the credit card information and payment amount authorized to make a payment with the vendor. 
  6. Once you have made the payment with the supplier click on the "Action," button and then select, "Processed w/spplr." If the payment did not go through, instead click "Void." This will void the payment out and you can contact the client to let them know the payment could not be processed.

How do I know if a client submitted a payment?

When a client submits a pending payment there will be a Payment Pending Banner that flashes red on the CRM Dashboard. you can also click on the Client Payment Tab on the left of the Dashboard.

Credit Card Authorization Form and electronic payments

To send a Credit Card Authorization Form you may provide a physical document to your client to physically sign (the form is located on your Xstream Agent Hub under Forms & Documents) -OR- you may send the CCAUTH Form to your client through your XstreamCRM to receive the form and payment information electronically. 

No matter how you decide to send the form, please know it is mandatory to receive a Credit Card Authorization Form from a client for every booking. This is for legal and liability reasons. You do not have legal permission to process a credit card payment from a client unless you get it in writing. Learn more here.

How to send a Credit Card Authorization Form and payment link to your clients: 

  1. Log into your XstreamCRM. If you have not already created a booking in your CRM, please do so now. Click on the + to open the booking.
  2. Click "Payment Authorization Link." If your booking has multiple clients, you can choose which client to send the form to -or- click to send the form to both clients so they can pay separately.
  3. Input information about the payment and what the payment is for and then click Send. The client will receive a payment link via their email you have on file, and you will receive a confirmation the email has been sent. 
  4. Once the client has inputted their credit card information they will need to sign the Credit Card Authorization to click Submit. 
Your XCRM is PCI compliant and follows all regulations


How to send a Payment Authorization Link/Insurance Accept/Decline to a secondary client

You can send a Payment Link or Insurance Accept/Decline form to a secondary client from the booking as long as you have added the second client to the booking under the +Passengers tab. They must be a client in your CRM client list with an email address (so the form has a place to go). Then once you click the email payment link or insurance accept/decline link it will give you the option to send the form to the lead client or any other client on the booking (you check the box next to the client you want to send the form to). More information is on your CRM on the Training Menu under the "Build Itineraries with Passengers and Email Payment Link" and "Insurance Accept/Decline Email" videos.

How to process a payment

  1. After your client has submitted an electronic Credit Card Authorization Form to authorize their payment, you will receive an email to notify you the authorization was received so you may apply the payment to the reservation with the supplier. 
  2. When you log into your XCRM you will see a flashing red notification that a payment authorization has been received.
  3. When you're ready to apply payment to the reservation click on Client Payment from your main left side menu. Locate the reservation from the list and click the Active button. 
  4. The credit card information will display. Please make the payment with the supplier. If the payment does not go through with the supplier, please click VOID. This will notify the client something went wrong and you will need to follow up with the client. If the payment is successful with the supplier, please click "Processed w/splr." Once you click Void or Processed, the payment information will be gone. Do not click either button until you are finished with that information or you will need to send a new CCauth Form to your client. 
Your XCRM is PCI compliant and follows all regulations

Payment Reminders

You can setup payment reminders to send to your clients before their payment is due directly from your XstreamCRM.

  1. Login into your XstreamCRM
  2. Click on "Auto-Reminder Setup," from the left side menu.
  3. Click on the Payment Due or Final Payment tabs then select "Edit Message/Activate Event." 
  4. This reminder will be for ALL clients, so do not put any specific information about a client or their booking here. You want it to be a general template and can use the tags provided to indicate which information you want to be included that will be specific to each client. The default message is the following: 

    Hello, This email is to inform you that your next payment of {DepositAmt} is due on {DepositDate}. This is for your reservation with {SupplierName} set for departure on {BeginTravelDate}. Please disregard this notice if your payment has already been made.
  5. Then choose the number of days you want the email reminder to go out before the travel date.
  6. Next click the box next to Activate to activate this reminder, and then click save. 

How do I cancel a Payment that was made by mistake?

Go into the PAYMENTS area of the booking and VOID the payment out that is incorrect and then click on the ADD PAYMENT button and add the correct payment information.


How to update client information from your XCRM

  1. From your dashboard search for your client's name near the bottom of the page under the "Search Clients by Name, Last Name, Email, Phone number." -or- you can click the View All Clients button and search on your client listing page. 
  2. Once you bring up the client profile, click on the blue edit tab next to their name/avatar. Edit or add the information you like and then click Save. 
  3. From the client profile you can also edit and add Family members, add occasions (like a birthday, anniversaries, etc.), notes on the client, and add notes and tasks.

eSignatures

At Xstream Travel we have supplied eSignature documents that you must send to your client to approve and sign for every booking. These forms are required for every booking you make for legal and liability reasons. These documents include your Credit Card Authorization Form (Included with the Payment Authorization Link) and Terms and Conditions. We've also provided a Service Fee Agreement if you choose to charge services fees and do not live in a state with SOT laws that prohibit it. 

  1. Log into your XstreamCRM. If you have not already created a booking in your CRM, please do so now. Click on the + to open up the booking.
  2. Click on eSignatures. Then click Add. You can then add the documents you need for this reservation to the booking. 
  3. To send your client their eSignature document, you can ask them to log into their client portal and click on the eSignature tab to review all pending documents, or you may send the Credit Card Authorization reminder from your CRM by clicking on the "Credit Card Authorization Form," button from the booking. 

How to Merge Client Profiles

If you've accidentally created two client profiles for the same client in your CRM you can merge them into one profile.

  1. From your Dashboard click the "Merge Client," button. 
  2. Type in the client's name of the account you would like to merge in the second box and then click Save.

How to charge a service fee

  1. From the booking click on the blue Edit button.
  2. At the bottom of the form under "Total Service Fees," add in your service fee amount.
  3. Next to the amount enter in "Service Fee," in the Fee Description field and click Save.
This will add the fee onto the itinerary and will allow you to send a payment link to collect the credit card information for your service fee. You will then need to charge the fee through your own merchant account like stripe, quickbooks, Paypal, Square, Vemo, etc.*

*We are currently looking into how to allow you to charge the fee directly from your CRM. We will keep you posted!


Support

Additional training is located on your XstreamCRM under the Training Menu. You'll find step-by-step tutorials on how to record your bookings and manage your clients. 

If you need additional support, please submit a support ticket directly from your XstreamCRM under the "CRM Support Tickets," tab. Please also request access to the XstreamCRM Facebook page here.