7 min read

Who can use this feature

Available on monday service

Take your monday service account to the next level with the Customer Portal. This support hub helps you manage forms, articles, and information in one central location, and lets requesters get help from your Service AI agents. This article walks you through the available settings and the visual editor, and explains how to configure them to fit your needs.

Attention: This version of the Customer Portal is only available to accounts that adopted service AI after July 2026. If you don't see this experience, see Customer Portal settings for your portal's current setup.

Locate your portal settings

Click Portals in the left pane to view all your portals in one place:

If your account has one portal, this page shows that portal marked as a Default portal. If you are on the Enterprise plan and use multiple portals, this page shows your main portal as well as your additional portals.

Search or filter existing portals by owner, access type, or workspace. Each row shows the portal's request channels, its Service AI agents team, and its owners.

To create another portal in a multi-portal setup, click Create portal. Then name it, set its URL slug, and choose a workspace and ticket board:

From the Portals page, you can open a portal in two ways:

Click the portal itself to open its settings.

Click the three-dot menu and choose Edit portal to open settings, Go to portal to open the live portal.

Note: Access to these settings depends on the user's role on your account. Viewers, guests, and members who do not have monday service cannot view any of the portal tabs. Members can view and edit the Content and AI Chat tabs, but the Access and Users tabs are blocked. monday service admins can view and edit all tabs.

From a portal's page, you can manage its settings across four tabs: Content, AI Chat, Access, and Users, or click Open visual editor to customize its design and layout directly.

Content settings

To add a resource to your portal's content, click Add resource and choose one of the options: WorkForm, Link, or monday Doc.

Note: When you install monday service for the first time, a default Tickets board is automatically connected to the Customer Portal. The default content group, called Help Center, is also created and linked to the prebuilt WorkForm from that same board.

To add a WorkForm, select it from the drop-down list, enter a title, choose a group, add a description, apply a label, and upload a background image. Once ready, click Add WorkForm:

Your form will then appear under the chosen group.

Note: Only WorkForms that were added as a board view on one of the boards in your monday service product will appear on this list. You must have permissions to view and edit a form in order to add it to the Customer Portal.

To add a link, click Link, paste the URL, enter a title and description, select a group, apply a label, and upload a background image. Then click Add link:

You can also add monday docs to your portal. When portal visitors open a doc, it opens in a view-only preview inside the portal. To add one, click monday Doc, select the doc or docs you want to add, then click Next. Choose the group where the docs should appear, apply a label, choose a background image if you'd like, and click Add monday Doc:

By default, the portal uses the doc's name as the content title, though you can edit it.

Important note: If a doc is deleted or archived from your monday account, it will still appear in the portal until you remove it. Portal owners are responsible for removing docs from the portal when they should no longer be visible.

When you add a doc to the portal, it becomes accessible to all portal visitors, even if the doc was originally private, as long as the person who added it had view access to it. Document assets (images, videos, and files) also become accessible to portal visitors. Some elements that can be embedded in docs, such as monday boards and widgets, can't be displayed inside the portal preview due to data privacy limitations.

Personalize your content by adding custom labels and background images. Click Add a label when adding a resource, then choose + Add custom label to customize its name, color, and icon.

Groups help you organize your content so visitors can quickly find what they need. Click Add group to create one, then add resources to fill it. Reorder content within a group, or reorder groups themselves, by dragging with the 6-dot menu. Collapse or expand a group using the arrow in its header. Deleting a group removes its links and forms from the portal, but any WorkForms will still exist in your account in their original location.

Tip: Add as many forms, articles, and links as you need. Your Customer Portal has no content limit.

Edit a resource by clicking its pencil icon, or delete it using the trash icon.

AI Chat settings

Open a portal's settings and select the AI Chat tab:

Connect AI chat to a Tickets board. This step is required because tickets created through AI chat are added to the selected board, and that board connects the portal experience to the Service AI agents team. Below the ticket board, the Workforce agents section shows which agent team is active for this portal, or lets you create one if none is connected yet.

Once connected, the tab shows Connected status, and a Test AI chat link appears so you can try the experience directly.

Note: AI chat can currently be connected to one Tickets board per portal. The selected board must belong to the same workspace as the connected Service AI agents team.

For the full requester experience, including how requests are routed and resolved, see Set up AI chat in your portal in Get started with Service AI agents.

Access settings

In the Access tab, control who can sign in to your portal and how people outside your monday.com account are added.

Portal audience

Account members is on by default, letting active members of your monday.com account sign in. Click Manage account members to review or update them. Turn on External users to allow people outside your account to sign in.

Access methods

Choose an access method. Restricted access limits registration to people you invite or approved domains:

Invite users: enter one or more email addresses to invite external users right away, or click Manage external users to open the Users tab.
Approved domains: add domains to let anyone with a matching email address register and access the portal instantly.
SCIM provisioning: manage portal users automatically through your identity provider, covered below.

Note: You can add up to 50 approved domains.

Open access lets anyone with any email address register and access the portal, with email verification required.

Sign-in methods

Turn on Allow SSO sign-in to let portal users sign in using your account's existing SSO configuration. This doesn't affect account members.

Portal login page

Expand Portal login page to customize the messaging shown on your portal's sign-in screen. This is only available once external access is enabled. Set a Portal login page title (the main message), a Portal login page subtitle (shown above the email field), and optionally a link, for example terms and conditions. Click Save next to each field to apply changes instantly.

Users tab

The Users tab shows external users who have access to the portal: their email address, status (active or pending), when they joined, and whether they were added by invitation or an approved domain.

Tip: You won't be able to perform any actions in the Users tab unless External users is enabled in Access first.

Click Add users to invite external users directly. Users added through Approved domains appear here after they sign in for the first time.

To manage an external user, click their three-dot menu. From here, you can Remove, Delete, or Convert to member:

Remove removes the person from the current portal only. They can't sign in again unless invited again. If your account has multiple Customer Portals, removing someone from one portal doesn't remove them from others they can access.
Delete deletes the person and prevents them from accessing any Customer Portal. You can only delete people from the default portal, since this action applies to all portals.
Convert to member assigns the person a paid seat in your account. You can manage their settings from the Users management page afterward.

If non-monday user access is disabled, you will be prompted to Enable non-monday members, linking back to the Access tab.

SCIM provisioning

Use SCIM provisioning to automatically create users as portal-only users on monday service. Start by creating a user role called "portal_user" in your identity provider:

Then assign it to the users or groups that should have Portal-only access. Make sure these users aren't part of any other group that provisions a different role, since a stronger regular role will override the portal user role.

Note: Existing users cannot have their role changed to portal user. If someone already exists in the account and needs to become a portal-only user, they must be deleted and recreated with the correct role assigned.

Tip: Example screenshots for SCIM setup typically use Microsoft Entra, but the same configuration applies to other identity providers.

Open the visual editor

Click Open visual editor from a portal's page to build your portal exactly the way your organization needs it. The editor is fully customizable: drag blocks anywhere on the page, arrange them in whatever order makes sense for your requesters, and adjust each block's own settings independently. The live preview on the left updates as you go, with an Edit and Add blocks pane on the right.

Homepage appearance

Click anywhere outside a block, or use the Homepage breadcrumb at the top of the Edit panel, to access page-level styling that applies across your portal. Set the Font family, choose a Page background (such as Color fill), and set colors for Title, Paragraph text, Component background, and Button. Adjust Layout width up to 100 percent, and choose a Corner radius: rounded, pill, or sharp.

Click Add blocks to see the block types available: Announcement, Page Hero, Highlighted Content, and Resources. Drag any block onto the page, then drag it again at any time to reposition it.

Click a block on the page to select it. Its toolbar lets you duplicate or delete it, and the Edit panel shows that block's own settings.

Page Hero

Set the title, which supports {user_name} for personalization, and a short description. Choose the interactive component shown below the title, such as Search with AI chat or a Button, and set its placeholder text. Toggle Compact view, set a background, and adjust alignment and width on the page.

Announcement

Choose the announcement type, such as Warning, and decide whether to Show CTA or make it Dismissible. Set the title and short description, then set a Start date and End date so the announcement only appears during that timeframe. Adjust alignment and width on the page.

Highlighted Content

Set a section title and choose a visual style, such as Icon. Toggle Show link to control whether each item links out, and adjust the width on the page. Click Manage content to edit the group that appears here, using the same resources you add from the Content tab.

Resources

Set a section title, choose a format, such as Cards, and a visual style, such as Image, and adjust width on the page. Click Manage content to edit the groups that appear here, using the same resources you add from the Content tab.