Keep your clients looked after while you're away

When you're away, a colleague can stand in for you. Your clients show up in their own lists until you're back, and you stay the account manager. Nothing changes in your PSA.

A supporting colleague is an ongoing second person on one company, whatever anyone's leave.

Choose your stand-in

Open your Profile and find Away and cover. Under Stand-in, pick the colleague who will look after your clients. You can have one stand-in, for all your companies.

Set the dates, or start cover now

Enter a start date and time and an end date and time, then choose Save. The badge shows Scheduled. Times are in your organisation's time zone, and cover starts and stops on its own.

If you're leaving now, set the end and choose Start now instead. The badge shows Covering now.

What your stand-in sees

While cover is on, your clients appear in your stand-in's own views: Companies, Contacts, Opportunities, My actions, Portfolio health and the Meeting Planner. A banner names who they're covering and until when. Use the menu on the banner to show All I answer for, Only mine or Only covered.

You stay the owner of every company. Anything your stand-in does while covering is recorded as theirs, and reminders for your actions go to them until you're back. Cover never gives them your role or your admin rights.

End cover early

If you come back early, choose I'm back on your Profile. Cover ends straight away, and your clients leave your stand-in's views. Your stand-in stays nominated for next time. To clear them, choose Remove stand-in.

Set cover for someone else

Owners and admins can set cover for anyone. Go to Settings, then Members. The Cover column shows who is covering whom and when. Choose Edit cover on a person's row to open the same form.

Add a supporting colleague

Some clients know more than one of you. Open the company and, under Supporting colleagues, add the colleague. The company then shows in their own views as well, whether or not anyone is away. Actions and reminders still go to the account manager.

How engagement counts

Meetings, calls and emails with anyone on the team count towards a company's health: the account manager, a stand-in or a supporting colleague. A meeting several of you attend counts once.