Role-based workflows

Customer Experience & Engagement

Everything the team member looking after participants and contacts day-to-day needs to know — taking phone calls, replying to queries, onboarding new customers, and handling the people side of plan management.

At a glance

A day in customer experience

A typical sequence of work — from taking calls to keeping customers happy through the full relationship.
1
Intake
Phone calls, emails, and queries arriving from participants.
2
Triage
Assign to yourself, tag, and link to the right customer.
3
Resolve
Answer questions, update records, escalate if needed.
4
Onboard
Set up new participants and complete their welcome journey.
5
Retain
Monitor churn signals, check in, manage offboarding if needed.

Jump in

Get started quickly

The most common starting points for this area.
Daily

Work a customer record

The customer profile is your home base — sidebar, main area, and how to reach everything that connects in.

Open the profile
Daily

Work the inbox

Incoming emails, filtering, and linking conversations back to the right customer.

Tour the inbox
Daily

Log phone calls

How calls are captured (Dialpad or manual) and what data is available.

Log a call

Browse by topic

All articles

Organised the way your team thinks about this work.
Your people
4 articles
Onboarding
3 of 4 ready
Communications
6 articles
Offboarding & retention
2 of 3 ready
Troubleshooting
4 articles

In a hurry?

Common questions

Resend onboarding email Use an email template Add a customer alert All troubleshooting guides