Customizing the Customer Portal

There are several places in OnRamp where you can update what your customer sees in their portal. This video walks through each level — from your entire organization down to an individual Playbook and all the way to a specific project — so you know exactly where to make changes and when.

What You'll Learn

Portal customization in OnRamp is layered across three levels: the organization, the Playbook, and the project. Each level gives you a different scope of control — from global defaults all the way down to per-customer adjustments made on the fly.

The Three Levels of Portal Customization

🏢 Organization Level — Global Defaults for All Projects

To set portal defaults across your entire organization, go to Settings → Organization → Portal. Here you can:

• Change your branding color and background color

• Update the name of the self-service section

• Allow users to sign up anonymously

• Set a portal name (e.g., "YourCompany Onboarding")

Changes made here apply across all of your projects and customers. This is the right place to establish your global brand identity and portal defaults.

📋 Playbook Level — Defaults for a Specific Workflow

Each Playbook has its own portal settings. Inside a Playbook, navigate to Portal → Settings → Overview to update what appears on the right-hand side of the customer portal — the informational panel your customers see every time they open their onboarding project.

This is a great place to embed a welcome or orientation video. Tip: use a YouTube link rather than a direct file upload — YouTube embeds can be any size, whereas uploaded files are capped at 100 MB with limited file type support. You have the full OnRamp rich text editor here, including text formatting, links, and media embeds.

Changes at the Playbook level apply to any new project created from that Playbook going forward — existing projects are not affected.

📁 Project Level — Per-Customer, On-the-Fly Updates

Once a Playbook becomes an active project, you can still update the portal for that specific customer. Inside the project, go to Portal → Settings to update the overview message and video independently from the Playbook template.

This is especially useful as an announcements board — you can update the message multiple times while a customer is actively working through their project. For example, after a project launches, a CSM can swap in a personalized welcome video for that specific customer without affecting any other projects.

Whether you're setting global brand defaults or making a live tweak for one specific customer, OnRamp gives you precise control at every level of the portal experience.

📺 Continue learning: Visit the OnRamp Tutorials YouTube Playlist for the full collection of video walkthroughs.