Assigning employees as Client Service Team (CST) members on client Accounts helps your team manage responsibilities efficiently.
What is a Client Service Team?
CST members are employees who receive Alerts when:
A file is uploaded to an Account.
A client updates their profile (e.g., phone number, address).
A client includes a custom message with a file upload (message appears in the CST members' inbox).
Each Account can have up to 5 CST members.
If no CST is assigned, the appointed Default Message Recipient will receive the Alerts.
Client Service Team Restriction
An option is available to restrict who clients can message directly using the CST. This is recommended when there is a large number of employees at the firm.
If a Contact is linked to an Account with a CST, their message recipient list will be limited to members of that Account's CST. If the Contact's Account does not have a CST or the Contact is not linked to an Account, no restrictions apply.
When enabled, Contacts can only initiate messages to CST members. However, firm employees outside the CST can message the Contact, and the Contact can respond.
To enable this setting, please contact Liscio Support.
To Assign Client Service Teams in Bulk
Download the Accounts Report:
Navigate to the Accounts Page.
Download the Accounts report but clicking the download icon in the upper-right corner.
Modify the customer_service_team Column:
Open the downloaded report.
Locate the column labeled customer_service_team.
Assign or update the CST members for each account as needed.
Note: Each CST can include up to five employees.
Save and Submit the Updated File:
After making the necessary changes, save the file.
Send to Liscio Support.
To Assign Client Service Team by Client Account
Go to the Accounts page and navigate to the Account to which you would like to assign a CST.
Click the plus sign in the upper-right corner of the Account Overview.
Select the Employees you would like to add.
Note: Click the pictures of a Client Service Team Member to display their names, contact information, and reveal the option to remove a Client Service Team Member.
To Assign Client Service Team by Employee - Admins Only
1. Click the Ellipses (three dots) in the lower left of your screen.
2. Click Admin.
3. Click Users.
4. At the top, click Employees.
5. Hover over an employee, navigate to the far right, and click the headphones icon.
6. You will be taken to the Employee's Assigned Accounts page. If you have already assigned them to other Accounts, you will see a list of those here.
7. To assign additional Accounts, click the blue +Assign Accounts button in the upper right corner.
8. The dropdown menu will list all of your Accounts from which to choose. You can also type to search.
9. Select the desired Account to assign the Employee to the CST.
To remove a Client Service Team member by Account:
Click on the Accounts page on the left-hand side of the screen.
Use the search bar at the top of the list to search for a specific Account.
Click on the Account.
Click on the gray bubble with the employee's initials on the right-hand side of the screen.
Click Remove.
To Remove Client Service Team by Employee - Admins Only
1. Click the Ellipses (three dots) in the lower left of your screen.
2. Click Admin.
3. Click Users.
4. At the top, click Employees.
5. Hover over an employee, navigate to the far right, and click the headphones icon.
6. Click the 'X' to the far right of each account.
Note: Employees/admins are removed from Client Service Teams if their record is ______.