Clients

Only Company Name and one contact’s first name, last name and email are required. Everything else is optional and can be added later from the client’s tabs.

• A client can’t be saved without a contact. The first card, Primary Contact, can’t be removed.
• Add Another Contact adds another card, also with Primary Contact and Send Invite Email ticked.
• Unticking either box asks you to confirm. Keep Checked leaves it ticked.
• When you press Save Client, Orbit builds the client’s slug from Company Name and emails a portal invite to each contact with Send Invite Email ticked.

Services tag the work you do for a client, such as PPC or Paid Social. They decide which teammates see the client through a specialty-based Client Access. They don’t change what the client sees in their portal.

Choose them on Create Client, or later with Edit Details on the client’s Overview tab.

A teammate whose Client Access follows their specialty, such as All Paid Search clients, sees every client with the matching service, including clients added later. Take the service off a client and they stop seeing it.

• The Table view filters by service with chips such as “PPC · 4”.
• On Team, Owners and Admins see a Nobody is covering these card: clients buying a service that no teammate with the matching specialty is assigned to.
• On that card, Unassigned comes with an Assign… picker. SEO and Web Design show No specialty owns this service, because no Specialty Role matches them; assign those clients to teammates one by one.

Agency Owners and Admins can change everything about a client. Managers and Specialists can open the clients they have access to and read every tab, but can’t save changes.

• Someone without permission who tries to save sees “Forbidden: missing permission 'client:write'”.
• Which clients someone sees comes from their Client Access in Team. Opening a client outside it shows “This client could not be found.”

The Table view shows each client’s spend, campaigns and data health over the last 30 days. The Grid view shows contacts, accounts, documents and setup progress instead.

• Sort by Client, Campaigns, Spend (30d) or Last sync by selecting the column header. The list starts sorted by spend, highest first.
• “—” means there’s nothing to show, such as no spend in the period. Δ shows “—” when the 30 days before had no spend.
• Days are counted in UTC.
• The header counts active and inactive clients, such as “12 active · 1 inactive”.
• Each Grid card counts Contacts, Ad Accts, Docs and Dashboards, with a setup bar underneath. Search clients… matches client names.

The Health column checks every connection behind a client’s ad accounts. One failed sync makes it Sync failed; data more than a day old makes it Stale data.

Sync failed outranks Stale data: if one connection failed and another is stale, the client shows Sync failed.

The Portal Access column on a client’s Contacts tab shows whether each contact has joined that client’s portal. They become Active once they accept their invite.

• You can send one invite a minute to each contact. Until then the button’s tooltip counts down, such as “Wait 30s before resending”.
• Each invite link works once.
• Removing a contact doesn’t take away portal access they’ve already accepted.
• The Primary column stars primary contacts, and they’re listed first.

A client contact’s portal opens on their Performance dashboard. Its sidebar lists the pages you’ve switched on for that client, under your agency’s name and logo.

• You choose which pages each client gets in Settings › Client Navigation. See the guide on choosing what clients see.
• The portal shows your agency’s name and logo, set in Settings › Branding.
• Clients have a light and dark theme switch, and Profile and Logout in their user menu.
• The portal shows only the client the contact was invited to. Contacts can’t see other clients’ data, your team’s screens or your sales targets.

A client contact gets an invite email, accepts it, sets a password and lands on their dashboard. After that they sign in with their email and password, or with a magic link.

• Later, they sign in with their email and password and Sign In, or press Send Magic Link to get a sign-in link by email.
• To reset a password, they use Forgot password? on the sign-in page.
• An invite link that was already used or has expired shows “Can’t use this invite link” with a Send me a new link button. You can also resend the invite from the client’s Contacts tab.

Clients can’t be deleted, archived or deactivated, and a client’s slug and portal address are fixed. Check the company name before you save a new client.

• There’s no delete or archive. A client and everything filed under it stays in Orbit.
• You can’t mark a client Inactive from your agency’s screens. The Active and Inactive badges and filters show a status you can’t change.
• The slug and portal address can’t be changed, even when you rename the client.
• There’s no setting for what a client contact can do in the portal. Every contact you invite gets the same portal.
• You can’t open or preview a client’s portal from your agency account. Only the client’s invited contacts can.
• Each ad account belongs to one client at a time.

Orbit builds a slug from the company name when you create a client, and it becomes part of the client’s portal address. It can’t be changed afterwards.

• The slug is the company name in lowercase, with spaces and punctuation turned into hyphens. “Acme Corp.” becomes acme-corp.
• It shows under the client’s name on its page, and as Slug in the Company card on the Overview tab.
• The client’s portal address ends in /client/ followed by the slug.
• Renaming the client with Edit Details doesn’t change the slug or the portal address.
• Slugs are unique across all of Orbit, not only your agency. If another client anywhere already has the slug, the new client can’t be saved.

Client Access sets which clients a teammate can see, along with those clients’ plans, reports, pacing and data. You set it per person once they’ve accepted their invite.

• Until you choose, a new teammate sees all clients. Set their access as soon as they show as ACTIVE.
• Changing someone to Specialist switches them to Assigned clients only and opens the panel so you can tick their clients. Changing them to another role gives them all clients again.
• Someone with no clients, such as Assigned clients only with none ticked, sees no client data, pacing or insights.

Orbit tracks whether each client has contacts, ad accounts, documents and dashboards. The client list, the Clients Overview and the client’s own page each show what’s missing.

• The Grid card’s bar is green when complete, amber at half or more, and red below half.
• A dashboard counts once a Looker Studio URL or Tableau URL is saved, so a card’s Dashboards count is 0, 1 or 2.
• Complete profile is done once any part of the address is filled in.
• Select a step in Client Setup to jump to its tab. The banner disappears once every step is done.
• The Clients Overview tiles, Total Clients, Active Clients, Contacts and Ad Accounts, count only the clients you can see.

Each ad account belongs to one client. That decides whose dashboards, reports, pacing and Data chat answers its data appears in.

• Until an account has a client, its data syncs but appears nowhere: not in dashboards, reports or Data chat.
• An account can belong to one client only.
• Assigning an account starts a sync straight away. Earlier days catch up as Orbit re-syncs them, up to 90 days back.
• When you choose accounts on a connection, Suggested means Orbit pre-filled a client because its name appears in the account’s name. Nothing is saved until you save.
• Find Accounts adds accounts already chosen on a connection that are missing from this list. It doesn’t fetch new accounts from the platform: to add those, open the connection from Integrations.
• Re-check account names from Google/Meta refreshes names for every connection whose accounts you pick from a list, not only Google and Meta. Google Analytics, Shopify and Amazon Marketplace aren’t included.

The reporting goal sets which KPIs, chart lines and table columns a client sees on their portal dashboard. Every client starts on Ecommerce.

• Set it on the client’s Reporting tab, under Portal report.
• Before it saves, Orbit shows the KPIs the client’s dashboard will switch from and to.
• The change applies the next time the client loads their dashboard.
• Only Owners and Admins can change it.

Sales targets set a client’s annual net sales goal and monthly ROAS target. They drive the goal tile and the monthly ROAS check on the client’s Sales tab in Reports, and the client never sees them.

• Spend here means Meta, Google and Amazon Ads spend.
• Both numbers must be above zero.
• They’re on the client’s Reporting tab, below Dashboard URLs.
• The Sales tab appears on the client’s Performance report only once Orbit has store sales for them.
• Owners and Admins can change them. Everyone else sees them read-only, with “Only agency owners and admins can change these.”

A client’s Tracking tab holds one Google Tag Manager container: its public ID, which starts with GTM-, and the account and container IDs from Google Tag Manager.

• GTM Container ID is the container’s public ID, such as GTM-ABC1234.
• Account ID and Container ID are the numbers in the container’s address: tagmanager.google.com/#/container/accounts/ACCOUNT_ID/containers/CONTAINER_ID.
• Container Name (optional) is a label for your team, such as the site’s domain.
• Once saved, the tab shows the ID, the container’s path and the date it was connected, with Edit and a bin to remove it.
• Each client holds one container. Saving a different one replaces it.

A client’s brand kit holds its logos, colours, fonts and formatting conventions. Orbit uses it when it builds decks and reports for that client, and any section you don’t override follows your agency’s own kit.

• When your agency has its own kit in Settings › Branding, each section has a Client override box. Unticked, the section is greyed out and follows the agency’s kit.
• Logos save as soon as they upload. Everything else saves with Save brand kit.
• Name a template before you upload it: that name is what people pick from later.
• A template reads “Ready to use” once someone has confirmed its slots, the places Orbit fills.
• Owners and Admins can edit the kit. Everyone else sees it read-only.

A report template is the PowerPoint deck a client’s monthly reports are built from. A client uses your agency’s template unless you give it one of its own.

Report templates are on the client’s Brand tab, below the brand kit, for agencies where Orbit has switched on AI Reports. A client without its own template says “This client uses the agency’s template.”

Upload your own .pptx, up to 40 MB. Until your agency has a deck of its own, Orbit also offers its standard layout in the brand kit’s colours and logo. Every template needs a title slide, a slide with figures and a thank-you slide.

Linked Workspaces records which Slack channel, Monday board, Drive folder or email domain belongs to a client. It’s on the client’s Accounts tab, below its ad accounts.

• Each link can also have a Display name (optional) and a Detail (optional), such as a tag or a member count.
• Orbit adds an Email link for the primary contact’s email domain the first time someone opens the tab. Its Linked column reads “auto · from Contacts”.
• Where your agency has Mission Control, Orbit uses the Email domains here to match emails and calendar events from teammates’ connected Gmail and Google Calendar to this client.
• Unlinking a workspace doesn’t delete anything already synced.

Clients land on Performance, which shows the last 30 days of their campaigns with the KPIs from the reporting goal you chose. It updates with Orbit’s daily sync.

• Date ranges: 7d, 30d, 90d, MTD or Custom, up to 365 days back.
• Compare against Previous period, Previous month, Previous year or Custom dates, or switch comparison off.
• Filter by platform and channel.
• Export offers Download as CSV, Download as Excel and Print / Save as PDF.
• A Last synced pill shows how fresh the data is. It turns amber once the last sync is more than 36 hours old.
• With no data for the period, they see “No performance data yet”.
• The data comes from the ad accounts linked to the client. When Documents is on, a Recent documents card shows their latest three documents.

Client contacts can view, filter and export what you share, upload creative, and decide on media plans. They can’t change their portal, invite colleagues or change your documents.

A connection can be healthy and still send nothing to a client’s dashboard. Usually an account isn’t chosen, has no client, or comes from a platform that doesn’t sync to reports yet.

• Needs accounts: the connection has no accounts chosen, so Orbit skips it. Press Finish setup → and choose them.
• Needs clients: it syncs, but some accounts have no client, so their data reaches no dashboard, report or Data chat answer. Assign them in Account Mapping.
• The platform doesn’t sync to reports yet. Only platforms marked Syncs to reports do.
• The account was assigned recently, so only recent days have filled in. Earlier days follow as Orbit re-syncs them.
• A teammate can’t see the client at all. Check their Client Access in Team.

Opening a plan under Media Plans in the portal shows its summary and lines, with Approve Plan and Request Changes. A client gets one decision per plan.

• Media Plans starts switched off for every client.
• The plan page shows Plan Summary (plan number, advertiser, status, flight dates and total budget), any Notes, the Plan Lines and Your Decision.
• Approve Plan sets the plan to Approved, and the page then reads “You have approved this media plan.”
• Request Changes needs a note in “Describe what needs to change…”, sent with Send Feedback. The plan becomes Changes Requested.
• Once a plan is Approved or Changes Requested, the client can’t decide again.

A client sees every document filed for them that says Yes under Client sees it. Files you upload are visible straight away; Agency only documents stay hidden.

• Clients see them on their portal’s Documents page, where they can download each one, and the latest three in a Recent documents card on their dashboard.
• Switching Documents off for a client in Settings › Client Navigation hides the page and the card.
• Orbit doesn’t email or notify the client when you add a document.
• Only documents Orbit builds for you start as Agency only. They become visible once someone approves them in Mission Control, where your agency has it.
• There’s no switch to hide a single uploaded document. Delete it, or switch Documents off for the client to hide them all.
• Clients can’t upload, edit or delete documents.

The Email Hasher in a client’s Tools turns a list of email addresses into SHA-256 hashes, the format ad platforms ask for with customer lists. It runs in the client’s browser, so the file stays on their computer.

• It takes a .csv or .txt file. In a CSV it uses the column headed “email”, or the first column if there isn’t one.
• It trims spaces and lowercases each email before hashing. Remove duplicate emails is on by default.
• After Hash Emails, it shows Rows Read, Valid Hashed, Invalid Skipped and Duplicates Removed.
• Download CSV saves the hashes in one column, email_sha256. Copy Hashes copies them instead.
• It’s only in the client portal. Your agency’s own screens don’t have it.