Having the option to automatically notify a clients assignee when a client comments/writes in client chat.
B
Brittany Elgin
Currently, the only way to update who gets notified that someone has left a message in the client chat is to manually assign the team member. If we are mass assigning/reassigning clients but then left to individually make changes to client chat, it defeats the purpose of being able to mass assign for a large group of clients.
Log In
Autopilot
Merged in a post:
The ability for the assignee who sends the client task request to be the person who is notified when the client responds to the request (comments, uploads, etc.)
S
Sarah L
The ability for the assignee who sends the client task request to be the person who is notified when the client responds to the request (comments, uploads, etc.)
S
Steven Rowley E.J.D.
This issue has immediate, real-world operational impact for our firm.
We assign an account owner to every client, and in many cases, specialists provide project-specific support. Currently, if a specialist creates a new client-facing chat topic and does not include the account owner, both the messages and the existence of the topic itself remain invisible to the account owner.
If that specialist then transitions off the project, no one is notified when the client continues messaging within that topic. As a result:
• The account owner has no visibility into active client communication.
• Our client success/customer service team is also completely blind to those conversations.
• If the client calls or emails with concerns, the person responding cannot see the prior discussion history.
This creates avoidable confusion, undermines client confidence, and puts our team in an awkward position. This week alone, we have had to answer this client question 5X: 'What is the point of having a portal and chat feature if no one is going to pay attention to my messages!' And: 'How can customer service not see my messages?' (CS points this out daily in our standups).
At present, we are manually reminding team members daily to include both the account owner and customer service on every client chat topic, but relying on this approach makes it very susceptible to human error. It's not scalable. Heading into what we hope will be a rediculously busy tax season, this point of human error is particularly worrying.
We are actively searching for a reliable workaround, integration, etc. but the current system limitations make that difficult. Greater flexibility around topic visibility and notification settings would significantly reduce communication breakdowns and protect the client experience.