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Associate assignments are changing! - See what’s new

We're excited to announce a major update to Clientbook, designed to make managing client assignments clearer and more efficient for you and your team!


We know that managing client assignments hasn't always been straightforward, and you've shared some of the challenges you've faced:

- Auto-messages came from the wrong associate.
- Reminders were sent to associates for clients they didn’t work with.
- Mass messages went out from the incorrect associate.
- It was unclear who should be assigned to a client after a purchase.

We heard you loud and clear, and we're making changes to address these issues.

 

What's changing?

  1. One Associate Assigned per Client 
    Each client will now have only one associate assigned to them. This means more clarity on who owns each client relationship, reducing confusion around messages and reminders. Previously multiple associates could be assigned to the same client.

  2. Leave and join conversations without affecting assignments

    The inbox is getting an update to make conversations easier to manage. Associates will automatically see conversations with assigned clients and can now join or leave conversations with clients they are not assigned to.

 

 

Immediate Impacts of This Change on Your Account

  1. Current Assignments: Clients assigned to multiple associates will be updated. This means: 
    • If multiple associates are currently assigned to a client, all but one will be removed from the assignment.
    • Clients already assigned to just one associate will remain with that associate.
       
    • Clients who are currently not assigned to any associates will remain unassigned. 
       
  2. Conversations: 
    • Associates currently assigned to a client will continue to have access to the message threads with that client, even after they are unassigned. These conversation threads will still appear in the associate's 'My Inbox.' - This will be referred to as 'following' or 'joining' a conversation moving forward.

       
  3. Reminders:
    • With the exception of life event reminders, all existing reminders will remain assigned to the current associate, even if that associate is no longer assigned to the client. Life event reminders will be re-assigned to the one associate who remains assigned to the client. 
       

Additional Changes

Messaging Updates

  1. Auto Messages Sent by the Assigned Associate
    All automated messages will now use a consistent "assigned associate" when the "Assigned Associate" placeholder is used, replacing the previous system where one of the multiple assigned associates was picked at random.
  2. Follow or Join Conversation Threads
    Team members can now "join" a client’s conversation thread without being the assigned associate. Previously, notifications and "My Inbox" visibility were limited to assigned associates.

  3. Removal of the Message Intro
    The "message intro" feature, which added "associate name - store name" to the first client message, is being removed entirely.
    Intro Signature.png
     


     

  4. Who Sent It Updates: Messages will now display "Automated Message" or "Mass Message" unless explicitly sent by an associate. In such cases, the sender’s name (e.g., "Brandon - Lehi") will appear in grey above the message. 
  5. Mass Messaging Changes
    The "send as associate" toggle is being removed from mass messaging. Instead, users can use the "assigned associate" placeholder when crafting messages. 

Activities and Automation

  1. Assignment of Activities and Reminders
    Activities and reminders can now be assigned to either the "assigned associate" or the user creating them. Previously, these were automatically assigned to the creator, making it challenging for admins and managers to assign tasks to associates.

 

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