Staff Permissions for Member Communication

This document outlines the process for configuring permissions for staff regarding member communication. The goal is to ensure that staff have the appropriate level of access, whether it's read-only, utility, or administrative, to interact with members while maintaining brand control over the communication process.

Step 1

Begin by understanding the importance of assigning different permissions to staff, allowing them either read-only access or utility access to member communication.

Step 2

Gain an overview of the fine-grained controls available for staff interactions with member communication. This is crucial as it varies depending on the brand's requirements and policies. Start from the sales pipeline section in the CRM.

Step 3

Click on the "Admin" section, navigate to "Settings," and proceed to "Admin." Here, you will access the "Permissions Template" section. Open an existing template to view its configuration.

Step 4

In this section, you will find controls related to member communication. Key permissions include the ability to send one-on-one communication.

Step 5

The permissions template allows staff to engage in one-on-one communication directly with members via their profile. Users can initiate communication through the client profile or the central inbox. Additionally, users can send bulk communications such as SMS blasts or email campaigns to a larger audience.

Step 6

The "Client Communication Admin" permission grants administrative control over client communications, allowing tasks such as deleting templates and configuring new email addresses or WhatsApp numbers. Also, it details permissions like sending templated or freeform emails and SMS/WhatsApp messages.

Step 7

Permissions for sending templated SMS/WhatsApp messages allow staff to use existing templates created by an admin. Those with this level of access cannot create new templates or send freeform communications.

Step 8

Permissions for sending freeform SMS/Email/WhatsApp messages enable staff to craft and send personalized communications. However, if only one-on-one communication is permitted, users may still send messages using saved templates without freeform capability.

Step 9

Users must use saved templates for communication if freeform permissions are not granted. These permission templates offer a mix of read-only, utility, and admin access, allowing for customized permissions tailored to organizational needs.

Step 10

In your profile, you can directly type messages, such as "Hi, we did not see you at the club today," and choose to send them via email, SMS, or WhatsApp. Note that WhatsApp has restrictions on freeform communication, and without freeform permissions, users can only use templates.

Step 11

Pre-configured templates, like "Special Offer," are the only options available for users without freeform permissions. The central inbox is also accessible for managing communications.

Step 12

The central inbox displays all conversations, whether through text, WhatsApp, or email. Replies from clients appear here, enabling seamless back-and-forth communication. The ability to send one-on-one communication is required to reply to messages.

Step 13

Without freeform communication rights, users are restricted to sending pre-configured templates. However, with these rights, users can freely type and send messages.

Step 14

The system is highly flexible, allowing you to design permission templates according to your specific needs, providing comprehensive control over staff access and communication capabilities. Thank you.

Updated on: 06/12/2025