Overview
This article explains the rules and processes for assigning associates to clients within Clientbook. Our approach is designed to allow flexibility in managing client relationships, ensuring associates can maintain their focus on the clients they are responsible for.
Key Points:
1. One associate per client
Each client can only have one assigned associate at a time. This keeps ownership clear and helps avoid overlapping responsibilities.
2. New clients created in Clientbook
When a client is created in Clientbook, they are assigned to the associate who created the client profile.
3. Associate assignments without a POS integration
If you are not using a point of sale integration, associate assignments are managed manually. You can:
- Assign clients individually, or
- Work with your Customer Success Manager (CSM) or Clientbook Support to bulk assign clients to associates
4. Associate assignments with a POS integration
If you are using a point of sale integration, associate assignments can happen in two different ways, depending on timing.
Onboarding: During the initial data sync (first time client and sales history is imported)
- When your client and sales history first sync into Clientbook, we review each client’s purchase history and assign the client to the associate they have spent the most total dollars with.
- This is based on total spend, not the number of transactions.
- Example: If Associate A is listed on 4 transactions totaling $1,500, and Associate B is listed on 2 transactions totaling $1,800, the client will be assigned to Associate B.
After Onboarding: After your integration is live (ongoing purchases moving forward)
- After the initial sync is complete, any new client who makes a purchase and is currently Unassigned will be assigned to the associate who completed the transaction.
- Note: To support these automatic assignments, you must map your Clientbook associates to their Point of Sale associate IDs.
Important: Once a client is assigned to an associate, that assignment does not automatically change based on future purchases.
- For example: If a client is assigned to Associate B and later makes a purchase with Associate A, the client will remain assigned to Associate B unless someone manually updates the assignment in Clientbook.
Who Can Assign and Unassign Clients:
Associates
As a Clientbook user with Associate access, you can:
Assign yourself to any client who is currently marked Unassigned
Unassign yourself from clients who are currently assigned to you
Admins and Managers
As a Clientbook user with Admin or Manager access, you can:
Assign yourself to any client (currently unassigned or assigned to another user)
Unassign yourself from clients who are currently assigned to you
Unassign other associates from clients
Assign clients to other associates
How to Manually Assign Clients:
- Navigate to your client's profile & locate the "Assigned Associate" section.
- Click the "Edit" button & select your name, or the name of the associate you want to assign, from the dropdown. - You will also have the ability to choose "unassigned" from this dropdown.
- Hit save!