ATOS · TRAINING GUIDE
Client Portal Guide
How clients use the portal and how to explain it
Guide Overview
The Client Portal allows guests to view their trip status, check invoices, upload payment slips, download documents, and communicate with the Amazing Tanzania team. Staff should understand how the portal works so they can explain it to clients and encourage them to use it instead of calling for every update.
Where This Department Fits in the Booking Flow
The Client Portal is Step 12 of 13 in the ATOS Canonical Booking Flow. After the booking is confirmed, itinerary shared, payment tracked, and operations ready, the Client Portal gives guests visibility into their trip. Clients can view their itinerary, track payments, upload payment slips (Step 8), download documents, and communicate with the team. The portal keeps clients engaged and reduces unnecessary calls for updates.
Daily Workflow
Help the client log in to the portal.
Show them their trip status.
Show them how to view invoices and payment progress.
Show them how to upload payment slips.
Show them how to download documents.
Show them how to send messages.
Encourage them to use the portal instead of calling for updates.
Step-by-Step Feature Guide
Trip Status
Clients can see their trip status at any time.
Steps
Log in to the Client Portal.
View the trip status: inquiry, quoted, confirmed, operating, or completed.
Check the trip dates and destinations.
See the itinerary summary.
Trainer Script
Clients can see their trip status without calling. Staff should encourage clients to check the portal first.
Invoices & Payments
Clients can view invoices and payment progress.
Steps
Open the Payments tab.
View the invoice amount.
Check what has been paid and what is outstanding.
View the payment due date.
See the payment method and bank details.
Trainer Script
Clients can track their payments themselves. This reduces payment follow-up calls and provides transparency.
Upload Payment Slips
Clients can upload payment slips directly (Phase 3 workflow).
Steps
Open the Payments tab.
Click Upload Payment Slip.
Select the invoice being paid.
Upload the slip file (PDF or image).
Enter the amount paid and bank reference.
Submit for verification.
Trainer Script
The Phase 3 payment slip workflow allows clients to upload slips. David verifies and confirms receipt. This replaces sending slips via WhatsApp or email.
Download Documents
Clients can download receipts, itineraries, and other documents.
Steps
Open the Documents tab.
View available documents.
Download receipts for payments made.
Download the trip itinerary.
Download any other shared documents.
Trainer Script
Clients can download documents themselves. This provides professional service and reduces manual document sending by staff.
Trip Itinerary
Clients can view their day-by-day itinerary.
Steps
Open the Itinerary tab.
View the day-by-day trip plan.
Check accommodation details.
Review activity descriptions.
See transfer arrangements.
Trainer Script
The itinerary keeps clients engaged and excited about their trip. Staff should ensure itineraries are kept up to date.
Messages
Clients can send messages and support requests.
Steps
Open the Messages tab.
Read messages from the Amazing Tanzania team.
Reply to messages.
Ask questions about the trip.
Report any issues or special requests.
Trainer Script
Messages in the portal create organized records. Encourage clients to use this instead of scattered WhatsApp chats.
Common Mistakes to Avoid
Not explaining the portal to clients during onboarding.
Letting clients continue using WhatsApp for everything.
Not uploading itineraries to the portal.
Not responding to client messages in the portal promptly.
Not keeping trip status updated for client visibility.
Sending payment slips via WhatsApp instead of the portal.
Mark & Dorith — Client Portal Experience
Mark & Dorith use the Client Portal to view their trip, track payments, upload their deposit slip, download documents, and communicate with the Amazing Tanzania team. Staff should guide them through the portal during onboarding.
Step 01 — Trip Status
Mark logs in and views his trip status, dates, and destinations.
💡 Clients can see their trip status without calling. Encourage them to check the portal first.
Step 02 — Upload Payment Slip
Mark uploads the bank transfer slip for the deposit.
💡 The payment slip workflow replaces sending slips via WhatsApp. David verifies and confirms receipt.
Step 03 — Itinerary & Documents
Mark views the day-by-day itinerary and downloads available documents.
💡 The portal keeps clients engaged and excited. Ensure itineraries and documents are kept up to date.
Client Portal Practice Assignment
Tasks
Log in to the Client Portal (demo account).
View the trip status.
Check the invoices and payments tab.
Upload a sample payment slip.
Download a sample document.
Send a sample message.
Success Criteria
Login is successful.
Trip status is visible.
Invoices are reviewed.
Payment slip is uploaded.
Document is downloaded.
Message is sent.