Customer Experience
How Customers Can Select Valuation Coverage in the Portal
The Customer Portal Valuation feature lets your customers select their preferred valuation coverage directly in their online estimate. This removes manual steps for your sales team and ensures real-time updates to charges and documents.
What Customers Can Do
View valuation options as selectable cards
See pricing, deductible, and declared value for each option
Select coverage and see quote totals update instantly
Remove coverage anytime before the job starts
Get a final reminder (optional) when signing the estimate
How It Works
When enabled, customers will see a "Valuation" section in their online estimate. Each card includes:
Coverage name and description
Declared value and deductible
Cost breakdown
Add/Remove buttons
Once a job is marked “In Progress,” valuation becomes locked and read-only.
Coverage Selection: Key Behaviors
Selection Commitment:
Coverage is not committed until the customer clicks “Add.”
Single Selection Logic:
Selecting a new coverage option replaces the previously selected one.
Reverting to Basic Protection:
Customers can remove their selected coverage at any time before the job starts, which will revert their protection to the default basic coverage.
Real-Time Updates:
Charges and estimate documents update instantly as customers make changes to their coverage selection.
Interaction Window:
Customers can interact with the coverage selection until the job moves to "In Progress." After this point:If no coverage was selected, basic coverage will be applied.
They will no longer be able to make changes themselves.
Any changes must be made by contacting the office directly.
How to Set It Up
Enable Valuation in Settings
Go to Settings > Customer Portal > Online Estimates (or click here)
Choose a pricing type (Local, Long Distance, etc.)
In the Upsell Valuation Section, toggle ON the Valuation Section
Select a recommended coverage (optional)
Choose whether to enable the reminder modal
Checkmark which valuation templates should be available in the Customer Portal for shippers to view and select from.
Valuation Template Management
Navigate to Settings > Tariffs > Valuation Templates (or click here)
Create or update a Valuation Template
Crew App Description: Shown to crew members in the Crew App when upselling valuation. More info on Valuation in the Crew App here.
Customer Portal Description: Shown to customers when they're prompted to upgrade their valuation via the estimate. Enable this in Estimate Settings.
Tooltip for Customer Portal (optional): Shown as a tooltip icon on the coverage card. Use this to add more detail. Leave blank to hide the tooltip.
Reminder Modal (Optional)
If a customer tries to sign their estimate with only the default RVP selected, you can enable a reminder modal that prompts them to consider upgrading. It shows a simplified version of the valuation options during signing.
After-Signature Coverage Changes
If a customer adds or changes coverage after signing the estimate:
A banner appears in SmartMoving to notify your team
A salesperson must reset the document to allow re-signing with updated valuation
What Your Team Sees
Sales team members can view valuation selection in:
Charges Table (as a line item)
Opportunity Details
Estimate, BOL, and Invoice Documents
If a change is made post-signature, they will see a banner alert and can reset the document for re-signing.
Best Practices
Descriptions
Customer Portal: Write clear, persuasive descriptions
Crew App: Use concise, upsell-friendly language
Coverage Options
Order logically (e.g., Basic → Premium)
Confirm accurate pricing per deductible and declared value
Show only relevant options per pricing type
Communication & Feedback
Pre-select coverage in the estimate editor to guide customers
Collect feedback if changes are needed—this version is an MVP to reduce setup friction during busy season
Encourage customers or staff to submit suggestions via pebbles for future iteration