One lead per case: the Client Lead switch

Every organization starts with Client Lead on: each client can have a Client Lead (the person who owns the relationship) beside the Case Lead on each case. If your team assigns one person per case and the Client Lead feels like a second step for the same thing, turn it off. Then each case has one lead, its Case Lead, set where you already set it today: the Assign Case Lead step of your workflow.

Turning it off deletes nothing. Every Client Lead saved so far is kept, unchanged, and comes back if you turn it on again.

Only a person with the Owner role can switch it. Your screens may use a different word for Client or Case; the steps are the same.

Part 1Before you switch: who gets new bookings

Studio > Workflows > your intake workflow > its trigger

While Client Lead is on, a booking from a returning client goes to that client's Client Lead. With it off, a new booking goes to the person your workflow's trigger names, and if the trigger names nobody, to your organization's longest-standing Owner until someone assigns it. Check the trigger first:

Open Studio in the sidebar, then Workflows, and open the workflow your bookings start.
Click its first box, the trigger.
You see: the trigger's settings, with Assign new cases to.
Pick who should receive new cases. For bookings, The Calendly host (the person the meeting is booked with) sends each one to the person it was booked with. Then click Save and Publish.

Already happy with who receives new cases? Skip this part. The window in Part 2 also tells you who will receive new bookings when the trigger names nobody.

Part 2Turn off Client Lead

Org Settings > Organization > the Client Lead card

Open Org Settings in the sidebar. On the Organization tab, find the Client Lead card, right after Who sees what.
You see: On and the button Turn off Client Lead.

The Client Lead card, On, with the Turn off Client Lead button — The card as every organization has it today.

Click Turn off Client Lead.
You see: the Turn off Client Lead? window. Before anything changes, it tells you what will happen in your organization: who would stop seeing clients they only see as Client Lead, and who will receive new bookings.
If people would lose access, the window shows Keep their access, already checked. Leave it checked and they keep seeing the clients they lead today; uncheck it only if they should stop seeing them.
Click Turn it off.
You see: the message "Client Lead is off", and the card reads Off.

The Turn off Client Lead? window with Cancel and Turn it off — An example window. Yours names your own numbers, and shows Keep their access when someone would lose sight of a client.

The Client Lead card, Off, with the Turn on Client Lead button — Off: each case has one lead, its Case Lead.

What changes at once, for everyone in your organization: the Client Lead field, column and filter disappear from client screens, lists and the new-client form, and nobody is named Client Lead anywhere. Case Leads, and who works each phase, stay exactly as they are.

Part 3Turn it back on

Org Settings > Organization > the Client Lead card

Click Turn on Client Lead, then Turn it on.
You see: "Client Lead is on". Every Client Lead saved before comes back as it was.

The Turn on Client Lead? window — Turning it back on restores every lead.

TroubleshootingIf something looks different

I see the card but no button.: The card says "Only an Owner can change this." Ask a person with the Owner role to switch it.
New bookings are going to the wrong person.: Set Assign new cases to on the workflow's trigger (Part 1).
Someone stopped seeing a client.: Turning it off with Keep their access unchecked removes the sight they had only as Client Lead. Add them to the case, or turn Client Lead back on and off again with the box checked.

Questions? Use Report an issue in Aqvori, or email support@aqvori.com.