In this article
Objective
Manage your clients to ensure your customer base remains up-to-date and you are reaching your clients with important offers, events, and updates.
Steps
Access Clients
Clients are accessed from the navigation menu. The Clients area contains every client that has had an appointment with the company.
The Clients Area
Depending on your role and whether additional features, such as Contact Center, are enabled, the following actions are available from the Clients area:
Search for a specific client
Filter clients (Mine or All)
Schedule an appointment
Merge clients
View and edit a client’s profile
Review a client’s activity
Drill into the log for a specific activity
Create, or edit a Workflow associated with a client
Delete a client
For details on maximum character lengths for client fields, please refer to this article.
NOTE: If enabled, all staff roles can view all clients. To enable this feature, please contact your Customer Success Manager.
Review client activity
Appointments and Workflows can be reviewed from a client’s activity history.
If your organization uses Lobby or Coconut Connect, activity related to these features also displays in a client’s activity history.
For more information on how to create a Workflow, please refer to this article.
For more information on accessing Connect call history and assets, please refer to this article.
To access a client’s activity:
From From Clients, locate the client you want to review
Click Activity
How can I tell who made an appointment?
Access an appointment’s logs to determine the actions taken in relation to that appointment. To do this:
From Clients, locate the client you want to view
Click Activity
The Appointments table displays; click the + icon and select Booked Through and Added By
Review the value in the Booked Through and Added By columns to determine the channel used to schedule the appointment and who added the appointment
NOTE: The User listed within logs will correspond to one of the following:
Value | Description |
Staff User Name | The name of the staff member completing the action |
Modern Client View | Action completed through the Client View |
System | Action completed (by staff) through an external calendar |
Schedule | Action completed (by staff) through Schedule area in Coconut |
Call Centre | Action completed (by staff) through Clients area in Coconut |
A note on access and visibility
Admin users can view, edit, and delete all client profiles. They can also add new clients.
Managers and Staff Advanced users can view and edit, and delete all clients that have had appointments at their assigned locations. They can also add new clients.
Staff Plus and Staff users can view and edit, and delete clients they have had appointments with. They can also add new clients.
Contact Centre users can view, add, edit, and delete clients.