Q&A Webinar : July 6th, 2023

[Music] welcome to the succeed with software podcast brought to you by SuiteDash today's episode is from one of the bi-weekly q a webinars to participate live just follow the link in the description to sign up and submit your questions be sure that you're subscribed on YouTube and following us on all social media to get the latest videos and updates about new and existing features alright so let's get started [Music] okay welcome welcome everyone this is Mike I'm the founder and CEO of SuiteDash Thursday 11 A.M Eastern Standard Time welcome to the SuiteDash q a webinar all right so let's get started today by

Having everyone jump into the chat and please just let me know that you can hear me let me know that where you're joining us from that'd be good kind of get to know each other a little bit before we get started it's nice turnout today oh Quentin Quentin from the Netherlands hello sir how are you um welcome back hi Joel from Atlanta nice to see you yep and quit and I'll say this just for everyone who's here I think it's pretty obvious but yes this webinar is a place you can come as many times as you'd like listen just to listen just absorb ask your questions Cassandra

From Charlotte Cassandra I grew up in Charlotte I am from your neck of the woods are you native or you moved there I grew up on Lake Norman back when there was nothing there except for farms and a lake a very long time ago moved from Portland that's cool yeah there's a culture shock for me that's not so bad Matthews used to be a few people in some in some cows and now it's really really big deal there it's the new hot new place to be good and uh hey good Quentin I'm glad that your tips worked out let me let me turn on the chat so everybody can see and that's nice to hear Quentin um maybe we

Can solve some other issues today I hope I hope I hope and hey uh bold that's a cool name uh from Ottawa nice to see you okay guys we'll go ahead and get started today anybody else that's jumping in you're you're welcome to just say hi um there's not really a set format for the webinar in general we call the Q a webinar we'll start with questions I have some questions that you guys submitted in front of me here and I have yours Clinton this time so we'll make sure everything worked perfectly let me see I think so I have questions from Bold I have questions from Deborah I don't see Deborah yet and so we'll

Make sure we try to cover as many as possible here but let's go ahead and get started with I do see bold's questions let's start with that all right uh bold asks any update or ETA on a community feature where members of the same Circle can communicate with the group or DM each other in a multi-channel environment to keep conversations by subjects and threaded threaded conversations as you that's what you meant where people can post formatted text links images videos emojis Etc bold are you sure that you don't have our our strategic planning meetings bugged because this sounds like

The exact description of what will be a power-up I I need to I'll be very clear about that this will be the community power up and what it will be is exactly as you describe a community feature that you can dynamically add or or a sign um circles teams individual staff members individual CRM members company slash contacts uh two and selectively based on your configuration they would have access to that community and therefore all the interaction inside

That community so in general right now before this feature our goal has always been to keep clients companies from seeing each other in general right and anytime any business you're usually dealing with they're not really excited or very very very protective about one client knowing what that what of all the other clients and so in general as a client portal our number one focus in a lot in many cases is to make sure that each client can see what that client can see and nothing else and no other information about any other client but as we continued along a path of uh you know

Expanding the capabilities we've we've heard more and more feedback over the years about specifically I think from coaches the coaching Community the consultant community and a community needs seems to be and not seems to be it is a very powerful value add for certain businesses and that they can allow those who they are serving to also help each other feedback to each other and enhance that that interactivity and that brings a lot of value both to the business and to the consumer and

To the customer and therefore it's something that they may not what's nice about it right is if it's done well it's a sticky feature as we say in this business uh meaning they might decide they might not like something that happened to them in your business for whatever reason but they might say well yeah but I don't want to like lose access to that Community because there's a lot of cool things happening there I get good advice there I I enjoyed my time there I don't want to get cut out of that and so therefore it becomes a nice electronic slash digital product that you could add and promote and roll into a to a to a value add that maybe

The difference between losing a customer and keeping a customer in some cases and of course I'm not trying to be that dramatic but the point is all together it's another thing that you can add and manage through the platform to add value to your services so uh Boulder what what solopreneur I see tell me what Niche you're you're using what you I'm just curious how you would use it uh I think you you say here I don't wanna be more public than you would want to be but what Niche business uh are you are you in and you're thinking of for this capability I'm just curious all

Right a community for coaching yeah perfect okay makes sense makes sense uh and what's cool about it it is that you would be able to create multiple communities right the the functionality will be very similar but in the case that you would want to create multiple communities maybe around each one of your product offerings right so you can say oh owners of a I don't know what has popped in my head but a Tesla I'm not I'm not one of these Tesla Fanboys but just uh all the owners of a model y or owners of a model X so you can have your own community and talk about your vehicle and your you know gripes and your praises and all these things right but in general it

Could be anything it could be anything but you could have multiples around it and in general I don't want to confuse you but in general these communities of different types would probably follow uh the same type the same categorization and typing that you have in place with something like circles it won't be exactly like circles um circles are completely different things I don't want to confuse you but uh think of it in the same way in in in kind of that same capacity and you probably end up typing them that way but yes and so uh as far as an ETA that was the question I would look at something like Q4 of 2022 3 20 23. uh and

Possibly depending on the development speed and and time into 2024 but I don't think so I think by the end of this year we'll we would have that in place okay I'm good I'm glad that's good anybody else here have a use case for that maybe just chime in so we can see uh something you would be interested in because I'll give you a little bit of a a sneak peek about how this might work is that for our current customers we will offer a very very discounted rate to get access to this initially so um as

A thank you as a an opportunity as something to say thanks to our current Community who who provides valuable feedback Etc you'll be able to lock in and get be grandfathered at a rate that is very very discounted and that can last that would last for the life of that uh of that power up as long as your subscription there makes remains active so anyway there is a little bit of inside baseball there as they say all right um let's go ahead and is that the only question that you have bold if you have another one you're welcome to drop it in but I'm going to move to I see Fran has

A question okay that's the main one good oh I'm glad that we were able to answer that you're welcome sir um Quentin has some has some questions Kathy let's see and anybody that's here please please please drop in questions and we can just start in a certain direction but let's go with Quentin's questions because I have something right here so Quentin says uh last time you helped me with contracts worked out great excellent so if you have time let's see how we can automate invoicing from the contract especially the part about some Services being a one-time fee and others monthly okay uh let's start with a couple of just statements and

Then we'll move into some questions here Quentin so our invoicing toolkit is one of the few that I that I'm aware of that allows you to create an invoice with both one time items one-time items and subscription items in the same invoice and when that invoice is paid with a credit card then the one-time items are satisfied immediately and the subscription item is the subscription plan which is how this works and I can show an example here in a minute the plan becomes an active subscription so this is a good here we go and

That subscription is then established and will continue to charge that credit card based on the configuration of the plan until canceled or until the plan runs its course which can be a limited course so you could say six payments and that's it or um you know payments forever and that kind of thing so let's just be really okay Sandra uh let's be really oh by the way I think Cassandra you just be be aware if you post anything it will end up on the screen here but it's okay there's there's no dumb questions don't worry I'm here for exactly

This and and also to just hear how uh the question is asked sometimes gives gives me a lot of insight as to where we can do better in the sense of being more clear being more accessible okay so let's just be really clear about plans and subscriptions and I think this is a good and I'll do this in a way that maybe we can reuse this this sound bite so um uh as education a subscription is like your Netflix subscription it means once it's established they're going to in the background without any input or approval from you from now on your initial yes I

Want to do this is your approval and every month they're going to come and take and increasingly in higher and higher amount it seems from Netflix but yes I think it's now like 16 or whatever it is uh and that's gonna happen silently until you say stop okay that's what a subscription is it happens in the background that is different from a recurring invoice okay a recurring invoice means that every month an invoice will be generated that then is sent to a client the client sees it and then they take a manual action to pay it either by credit card when you're in your portal they can do that click click click enter credit card number and it's paid that's a manual action they have to do it or they write

A check and send it to you in the mail and then you you record the payment that's in traditional business to business workflow that requires invoices to be sent um you know purchase order numbers or whatever you have to do but that's all very very above water it's all happening their manual action has to be taken Paper Trails all that that's recurring invoicing this is different this is like Netflix subscription example okay so when you create a plan you're defining the and you're configuring the details of the plan of and when you do that you're saying any subscription to this plan we'll follow these details and you can say I want to charge them

Every one month never expires or you could say uh for a certain number of Cycles this is annoying I'll have to fix this uh you can have a trial period you can set a price all these things so you see what's happening here so you're going to do defining the plan which then defines every subscription to this plan okay all right so this is just a single plan now that's different from subscriptions which are now these are subscriptions that are individual to individual users with IDs and all that that were created from this plan okay can you make templates for those no

Quentin I think I know where you're going here but that's and that's that's interesting um okay I think this is clear this is a list of the subscriptions that were created from various plans and these are this tells you which plan the subscription was taken from and this goes until canceled as you see here now I think what Clinton's uh Clinton is is saying yes and exactly when all right let's let's delete this one because of course there are no bugs in SuiteDash uh as few as possible all right so what Quentin is saying here I believe is that you would like to set this price for example based on the value

Of a custom field something like that Quentin it's much like yes exactly like the uh dynamic um invoice items that we talked about before right okay all right uh well it's a no the answer is a no um but it's not a no forever no it's just a no for now no because it seems like that would be I could see the use case there and I don't see a blocker here because here's what could happen right

So you had a very a variable amount here and now let's say that that's the case and if we and then every subscription would be uniquely priced based on that custom field okay that's interesting so we have Dynamic items in an on-demand invoice generator but those are only one-time items so what you're saying is you may be interested in using like a dynamic subscription item got it all right let me make a note in my notes one second okay

Clinton makes sense exactly well yes and this is what we do here okay and this is why these webinars are at the end of it I like to thank you guys because this is why these webinars are very valuable and and while SuiteDash is maybe different than most software that you deal with is that I'm here for a very good reason I'm here to listen and I'm here to hear what you guys do every day boots on the ground is much different than what we do here every day we try to make your jobs easier your life easier and it's up to you in some cases to tell us how

To do that right because uh Swedish is you can be different if uh we were like a super Niche specific platform where you know we have three people working here or 10 people working here that we're all came up in that industry and we all know it backwards and forwards that's not what we do here what we what we are building is a generic toolkit that can be used in any business and I that's for sure we have hundreds of different types of niches using the platform some some comically uh different than you might imagine uh just really but awesome awesome when you see like dog walkers and I mean I can't I

Wish I should keep a list of the of the things that we see in it I don't mean comical that that's not a good business I just mean comical that we would have never anticipated the uh the use cases and and people are so creative and that's what's so cool uh but what it means is I don't understand the ins and outs of those businesses right I've never done that uh so and nobody here has so we rely on the boots on the ground either you who in the trenches to come to us as a community and say hey this is all great but it would really help me if this happened or if that happened all right so thanks Quentin it's on it's on my notes which is the first step to getting further uh something as there's a list of custom Fields so like

This service Services too uh are you asking if this is a placeholder like a service you mean like an item a placeholder for an item to be listed in a contract I think is what you're trying to get to if I'm not mistaken um okay well let's take it one step at a time I have one more layer to discuss that I think you will agree would be very useful in your use case but we're not quite there yet it's a coming soon kind of thing so let's make sure everybody's questions are taken care

Of and then if we have time we'll go back and and work on that okay Cassandra thanks for coming all right because so Cassandra says about the CRM specifically how much info is required for search of company or contact exactly one letter uh two is there a way to complete tasks from the calendar view and three is there a way to view the company associated with the contact in the event but which company help setting Next Step once a task appointment is complete event generator to require Next Step once the task is completed um okay let's take them one at a time Cassandra will do about do my best here so uh

How much info is required for search of a company just a couple characters I think it's more than one though because what can happen is especially in large databases unless you limit to uh like you got to give me at least two or three before we start the search otherwise the search can be very bogged down but here you're looking for uh company name right here so let's just do two I think can work so there's two I think it's just one um is this what you mean Cassandra I think it's where you're talking about same thing in contact you know when you when you're doing the filter search there that should work and then

Um number two is there a way to complete tasks from the calendar view we found duplicates if it wasn't sure why uh-huh duplicate contacts or companies well SDA SDA says any way to keep that showing all the time so one of the features that's coming soon we don't have something that shows all the time like that um because we did somebody would ask us if we could hide it first of all so uh what we'll

Try to what we have coming soon is a universal company or CRM search essentially and it'll work much like this feature Works in on Mac OS it'd be a keyboard shortcut when you're active in the browser you'll use a keyboard shortcut to launch a um search which would then move you very quickly to that specific uh CRM dashboard we call it and then from here you would be able to execute whatever action you were about that for that particular company or a contact and from here you would not even really need the search anymore you can click here really quickly and change companies very quickly I

Just started doing a quick search and switch so the idea behind this interface is once you're in this place we're moving as fast as we can to give you as many tools as possible from here to accomplish as many different things as you can from this particular interface right so all this menu these two powerful menus you can set favorites if so if you're constantly needing to assign a flow you want to favor that and then you can just drag it to the top using this icon right and now every time you open it boom it's just right there so you're reducing the number of clicks you're reducing the number of hunting packs as as much as possible so that's the the goal behind this

And that's in the search is a great way to oh hey Kathy oh good okay so I have your questions Kathy um so yes that's the the best way to get away from that and Kathy since I'm here your question why can't delete tags from a company you can do it by clicking right here you can add tags and delete tags you can manage the tags there and you can delete them here same as with circles and audiences you can manage them perfectly right there I believe you know if your question is did that give me an error that I can't delete it okay if you let's then

The best thing I can say is since I can't replicate it right here is to do a screencast video and send it to help SuiteDash.com and they will try to identify why what is um unique in your account so um thank you thank you Kathy that that really is helpful and for everyone here screencast video is the number one way to describe your issue because just like sending text messages back and forth that famous key and peel skit you know and we all have had the experience where it just doesn't come off the right way like you're saying one thing and other person's hearing another thing in support of software it's very much the same

Thing like a game of telephone when it's coming out of your keyboard and onto that page it makes perfect sense to you when we see it with no context it really it it we can interpret it we can come up with sit with three different scenarios what that really means what are what do you mean so then it just and it's not a it's not a stop sign it's just a okay now we have to go back and forth two or three times to try to clarify and then unfortunately sometimes that can feel annoying to you because you're like why don't they get it well we're trying to be patient we're trying to really understand the question but uh when you create a screencast video you'd be surprised how visual cues that you may not even really understand

What it means but to us we've seen it so many times if we look at that that visual cue helps us zone right in on what you're trying to say okay got it and then you get really quick responses really quick resolutions okay um let me continue in this sense of our last conversation for Cassandra and then we'll transition to Kathy because we do have questions there as well okay so completing a task from the calendar view you can create tasks and you can see tasks but completing is something I want to know about for

Sure but yes right here Mark complete but only ones that are assigned to you Cassandra okay I thought so but so if I click Mark complete here it'll just mark this to complete you can see it disappears and that's it okay so that's a good that's the answer to that we can extend if you need is there a way to view the company associated with the contact in the event I'm going to answer this one a different way because um make sure that you understand uh what our our the way that we handle companies and contacts when you set a company as the Target that company is the target of that event okay so if you uh let's look

At the contacts list and to make this most clear I could probably spend 30 minutes on this explanation to make sure but but there's I'll try to do it really quickly you see in this list there are these clients these contacts that do not have companies okay and therefore they don't have this started which means primary contact now you have these other contacts that are associated with companies but these are completely different entities okay Elizabeth Robson Robinson here she's just an individual she just happens to represent this company but this company also acts as an individual um I don't want to be confusing but acts as in separate entity in our platform meaning you're going to assign invoices

To the company to the company you're going to have an event to the company when something is needed when an action is needed by the company meaning typing on a keyboard or clicking a mouse we're going to need a human being with fingertips to do that so Elizabeth Robinson is the one assigned to do that on behalf of the company and therefore when she logs in and let's do an impersonate here actually let's do it differently because I want you to see this person has two companies Let's do an impersonate and you'll see you can impersonate this contact and see what they see directly but understand that that's this this is their individual mode means I'm paying my end personal

Cell phone but when I go here now I'm representing this company and now I can pay this companies I'm gonna I'm gonna pay the company invoices okay so in the sense of this event that you're asking about uh the uh view the company associated with contacting an event in general if you're working with a company you would be viewing the company and the company would be viewing the events separately so I don't know that answers your question but in most cases what I'm trying to say is that if you have an event that is assigned to a contact

Like a individual that is just going to be for that individual assigning it to the individual does not infer any company it's them as a person an individual person the difference between um a company that owns a building where they are paying a landscaper to to landscape the building the office and then the CEO asking them to come also landscape and cut the grass at his personal house that's the difference the CEO is an individual person he pays the landscaping company as an individual but he also represents the office the company and he pays the Landscaping person from a different account from a different everything for the company right and our system allows you to work with

That CEO in both capacities so if the landscaping company is using SuiteDash they could build a company for the office and build this build the CEO for the personal house and the CEO would have that switcher where he can go and or he or she could go and uh say Okay I want to pay my personal bill for my house Landscaping they'll pay that then they switch to the company and they can pay that okay if needed but you can also disable that individual mode if it's not needed there's some complexities there and that's I'm going to move on to not spend 30 minutes on this explanation but I'll I'll give you some tips later um

So in the in general the company would be here what I think we could do though it in this case Cassandra is if we list the company we could also link out to the CRM dashboard and give and when you go to a CRM dashboard for a company here is a good example the primary contact is here and you can then click here and see all the details of the primary contact so if you wanted to see their phone number or their email it would be here if the data was populated all right I hope that's clear and and then one more thing to say about events events are designed as a um sales cycle

Follow-up tool in fact we are considering renaming them in future to follow-ups or something similar um to become more clear as we move forward and Implement new features but you should think of these as a the ability to when you meet someone new as a salesperson or in a sales cycle you can apply what we call an event template which is a pre-defined set of events that go on your calendar related to that person at some time intervals like say every seven days just as an example can be much more complex than that but the idea is that you as a cell cycle person trying to make sure that you don't forget about following up with this person with

This potential client is that you apply this event template and then on your calendar out into the future gets zipped out you know these six or seven events that are serving the purpose of letting you erase that from your mind and concentrate on the next thing and then every day you get a on your calendar you say okay oh okay I have to follow up today with that that person that I met seven days ago and so then the CRM does its job you basically remind you uh to to contact and follow up yeah so that's the purpose of events uh help setting up a Next Step once a task appointment is complete event generated that's a

Good way to do it uh I think let's let's just go to eventually we're just talking about them so what you could do Cassandra is an automation that would trigger an event to event generator so um you know say this consists of a follow-up of seven days or just one one or two events and then you'll name this appropriately so you understand how to reference it in an Automation and then in an automation which you this I'm gonna uh shortcut to get to the interface but there's places all over the platform where you can access this uh this interface for automations and and Trigger them but here you can just say apply event generator and there you go okay and then in

Your in your example when the when the task is completed or the appointment is completed or whatever the completion event is the target who is the the client in that automation pipe will be at it will be identified to the Automation and then that's all we need and we'll apply the event generator to the Target of that specific automation of of that flow you know and again it can be applied multiple times all right does that make sense Cassandra are we close some of that is helping okay I don't think it was perfect the the questions and you know we're kind of in the same ballpark I think you'll have to do

Some experimenting and things like that to make sure that you you really are setting anything properly if you have more questions you're welcome to come back and we'll try to do our best okay yes Fran like a sales pipeline map we do have plans to extend and work on our um on on enhancing and extending the sales side with deals more deal structure more automation and what I was talking about earlier just to to not leave it unsaid about events the reason we might rename them is that we are developing now

A new feature we call meetings okay we have in the meetings is a different functionality than events and I'll explain quickly um so we have events now which I just explained serve as a sales cycle follow-up that can be pre-programmed and applied on the fly or in automation we have appointments which appointment types can be set per person and they can be uh defined and then it can be booked and there's a complicated algorithm that goes and blocks other things Etc et cetera meetings is the third third part of that and meetings will be that mechanism that will allow you to invite multiple

Clients multiple staff members if you so choose attach a zoom meeting attach a Google meet meeting and everybody comes in gets it all on their calendar everyone has it on their calendar so you can do it with you could use it for staff meetings you could use it for webinars you could use it for any kind of group event that's what this purpose of meetings will be and we'll have meeting generators very likely eventually so that we'll be able to automatically will have recurring meetings that's the most dynamic piece that we're that we'd like to move towards so if you wanted to have a recurring staff meeting every Monday morning you could do that and everybody would have it on their calendar receive reminders

Jump in the zoom link would be there all those things meeting notes uh all this so we can really extend the long Direction uh using the meetings mechanism yep yep so yeah communities and win webinars for those communities or you know what whatever you want to call them workshops or or you know however people whatever uh meeting feature second half of this year again before the end of the year uh really I can't can't really say we're in still in the planning phases here but pretty well defined uh we're in the mock-up phase is is our diff best way to say it we want to have

Really good mock-ups um Define them go through them multiple times make sure that all the parts we want for the first iteration are there and then that passes to development only at that point good good hear the word so that's a good direction I Think Bold is saying good I like it too I think it's very needed and and also win meetings is released that is likely when this renaming will happen to make it very clear what the functionality of events is all right hope that makes sense I think it does okay let's move to Kathy's questions Kathy yes Kathy awesome

Good ball I think it's a good idea um I believe that I will give you some Insider information about reseller as well but let's get Kathy's questions answered and I'll make sure everybody gets served but reseller is a huge deal and I think you'll appreciate the changes that are that are planned soon okay so Kathy says I entered a contact and somehow it says I that I invited them which can happen Kathy yeah uh especially if it's it's your your early in the platform so what what's Kathy saying and I'll finish the question is this check box is checked

By default it actually has a setting which I'll show you in a minute uh if this is checked They will receive that invitation Kathy but what Kathy's saying is uh I collected by mistake or it's not really what she wanted and how to uninvite them at this point uh we don't have a mechanism for that Kathy but let's but I saw your question early this morning and we've already had a conversation this is something we'll work to develop for in response to that in response to your we'll call it called the Kathy feature uh next week we'll have something for that but here's here's the limitation uh we can't pull back an email we can't bring back that email so they're going to have that email um

What we can do is change them back to Uninvited status and invalidate the link that's in the email so um that was a Google April Fool's joke five or six years ago where they said that it was email undo or something where you could somehow like undo an email and take it back it's not possible that was what's funny about it he can't do it once we send it down out that pipe and it goes to their email provider and goes into that server that database there's no getting it back uh so we can't do that but see we have invited and not invited status we'll make a new functionality here that will allow you to change this to uh set Uninvited probably what it

Would say and that will probably give you a um a warning dialogue and say okay you sure you want to do that because you know they'll have an email from you they'll have a link and unfortunately I think it's probably best that that link just goes to your login page or something like that we'll redirect it away from the intended functionality what do you mean put him in and if you put them in as inactive they will not be able to to log in yeah that will do it as well but then you can't work with them you can't you know what I mean is you you won't be able to to assign them to portal pages and assign them to circles so they'll kind of disappear from

The platform in general so I'm not sure that's the right approach but yes that would work that excludes them from the portal completely or you know what you could do it as a just a really a really um Brute Force working around I guess is the way to say it it's just just delete them I would so to delete a user in in SuiteDash you must first set them inactive this protects you by saying okay all right you made him inactive you notice there's no delete option here first you have set inactive then you're going to go to the inactive contacts and now you have the option to delete delete

Now if you and only after you do that do these email addresses become available to set up a new user so we have uh sometimes customers who didn't make it to this part of the document documentation I said it just didn't make it there yet you know um which is fine I get it I do the same thing I'm guilty I'll jump into software and just try to use it and then only go to the documentation when I get blocked but uh that they'll say why can't I reuse this email address I'm saying this users are taking in nine times out of ten the user is in the inactive um list so you make them inactive then you delete that's how it

Works okay and then you can just remake them and make sure that you I'll leave this setting unchecked and that will put them in Uninvited status and I think you saw earlier that you can then from the list you can invite them send invite or resend invite depending on the status uh let me go here into CRM settings the settings for CRM and you can see that there I thought that we had a feature for this uh we do let me I'm in the wrong place organization settings [Music]

I'm not seeing it I thought I think what we did okay I think I remember now that what we did is we set what we call a memory on this check box so what it means is last time you used it if you left it checked it'll be checked when you come back if you uncheck it and and create a contact the next time you come here it'll be unchecked so it'll just basically adapt to whatever your preferred workflow is automatically without a setting but I still am suspicious that there's a setting somewhere where we allow you to force this as well but I think it's there I'll just didn't find it real quick um other questions you

Say why can't my salesperson see all the contacts that are under the company um that's something we can enable we discussed that this morning as well based on this question it should not interfere with the salesperson visibility so what I think you're asking is your salesperson who's assigned to this particular company Stan here they should also be able to see Brad Pitt in addition to Harrison Ford is that correct because I want to make sure that um if

You click all contacts where here okay and you want to know she doesn't see that um and you're and she has the sales person role okay well let me just be clear I'm not saying that this is the answer but I want to uh whenever whenever we talk about this concept I want to make sure everyone understands the the sales person functionality so salesperson is a role built around the sales cycle and is built around a sales team and there is restrict their their visibility options one is shared and one is restricted okay and the whole goal of

This is to give you an option if you choose restricted as the most I can't say restrictive although that's the word I want to say restrictive is the most restrictive it's the most aggressive I'll say uh and the idea is that uh if you have a sales team and they're all out there trying to get leads prospects clients that there is the word called poaching in sales where you don't want one salesperson seeing another salesperson's contacts because then whether or not there's actual poaching trying to happen they're all suspicious and they're all working on commission and all you know these things so

In general we try to we try to have a construction that allows you to hide when a salesperson claims a contact or company then they become invisible to other salespersons and they can work them until an admin or someone can you can change that sales person yes but not everybody can change it so there's a lot of um there's a lot of rules that can be rather that that are not apparent as to why things are acting in that way because it is intended to work kind of behind the scenes and allow them to function but also protect that visibility so that could be in play here I would need to have a

Lot more information but I did make a note here about this show all contacts and we'll we'll do some examination here related to that if there's like four in there okay but what that in general though let me go back this this is just a link to the contacts list it doesn't mean that um show all contacts from this company it's kind of like this manage notes goes to the blood notes list so this only links to the oh no I'm wrong these two now does this so you're saying that that she doesn't see all of them could be that they're claim one possibility is that they're claimed by

That they're claimed by another salesperson on the on the contact level that's we don't have anyone else [Music] are they okay I got you all right so what I will do is add this to my notes for this session and do a little investigation and I have your your email address Kathy and I will ah Fran she's been here should be here on July 4th but I yes I will do that we'll we'll we'll be um proactive about looking at that and contacting you with a resolution or something like that okay and

Then uh how is sales salesperson can change primary contact doesn't show up for her uh possibly related to that other to the visibility settings but are you set do you know if you're set at shared mode or restricted mode option here Kathy not sure yeah so that I would say if you're looking for a a sort of an open ever if all their sales or especially if you're uh only have one or two sales persons in the organization they're all friendly and nice and know each other and share it is the place to be restricted is a little bit medieval in the way that it acts because

It because when I say the way it acts when you if you have uh changing of a primary or something like that we have to enforce all kinds of rules to make sure that we don't break uh the veil essentially so shared will probably react the best for you in that case that's good okay um and you're saying that just to be clear about that last part uh one the one explanation that I think is that sometimes this changing the sales person are you saying she's the only salesperson salesperson okay

So then there wouldn't be another salesperson to change to maybe that's the reason and then also the reason would be uh another reason might be that she did not create the contact so yeah we'll do some some additional clarification there and I'm sorry this sales person visibility thing is the logic is very deep and I I don't want to stand in confidence to explain the every scenario I would need to make sure before we we talk about it before we say okay this is what's happening that's what's happening and also I don't know all the variables and based on your account but good good let's

Figure it out we'll figure it out together and then you'll have your answers and we'll make sure that everything is working as intended there which I think it should be but we'll make sure all right uh ETA on sport tickets Fran let's see I mean I can tell you same same as I've told a couple in the past couple sessions think in terms of weeks weeks don't think in terms of months in terms of weeks that's the best I can do I hope that helps yeah it's common it's I can [Music] I can I can help here by let's do

This in the most judicious way possible we'll try to anyway okay good one second sorry I think this will be good uh weird again well no I can't actually the developers are working there and it's it's in the middle of some updates so yeah support tickets is there

It's functional we're just adding the final touches but I look at uh Fran Here you go the best the best update I can offer you is uh on YouTube the session from Tuesday is there and I it's time coded and I think it has a Time code for discussion of upcoming sport tickets and chat with clients so it's about five or six minutes of me discussing exactly your question you can go there and listen to it and you'll have a really the best update I can offer you yeah uh awesome okay yes sir or bam I don't know I'm sorry uh but I have to say Sir ma'am because if I don't my dad will somehow appear out of thin air and

And give me a smack on the head so that's just the way I have to do it uh Quentin had a question about a possible bug Quentin I already have something I already have the Q at QA team making sure on that the one thing I would say is is is it's about the login placeholder is to make sure that you are accessing that from an incognito and you're not cross cross accessions with your admin somehow but but we'll find out we'll make sure and I do think it's probably working as it should but let's let's do it do I have an example for remote chat Clinton says I can show you the interface so remote

Chat looks like not like that yes yes here okay so [Music] um this is where you'll have some label issues here I'm on a test account I think that's what's happening have you do you have access to the prime power up Quentin this happened once before yeah not yet so it's the remote chat is really nice I

Mean it's just about it's exactly like and we're I'm still having some issues here on the labeling but essentially you can create the remote chat set all the options um set icons everything and then what happens is it will every conversation that comes in through the remote chat will become a channel here where you can be inside your inside your account you can um you'll receive messages here and have these these conversations until they're closed as you see here remote chat's been closed so and you can assign in the room in each each instance you can designate which staff members are authorized to

Claim the chat or take the chat so it can it'll come in it'll get uh all right bold thank you sir it will come in as you know not assigned to anyone and all those people will see it and have access to claim it take it and then start working with that person but there's a lot of built-in functionality there that I think you really like um not that don't have the capability right now to show it to you these test accounts look like they are there's some work that's going on there related to chat with clients which is something I discussed on Tuesday as well a really nice new feature yep and it is getting to our time for time frame here so

Bold had to run but I think we've covered yes there's a video somewhere um I think it's on YouTube it's it's a preview video I think it's on YouTube we can look together yeah maybe not I I can't remember I know that I did a preview video for it at some point but you can also look in the documentation Quentin yeah check out the documentation I think that's the best place for you to sort of see what's capable of and what it'll do um I

Will do I will build a better example of it I get caught between sometimes having like uh and all of us to get caught between having some perfect example that we could show off and then experimental examples where we're trying to just make it do make make sure everything is working and we end up breaking the perfect examples and you know it's just kind of a you know our our approach is to move as fast as possible to give you as much value as possible and react as fast as possible so in some cases that means that um you know the presentation or the or or you know we have a little bit of a little bit of a mess here and

There you know when I say a mess but where it doesn't matter we don't take it we don't spend a whole lot of time taking care of things that don't matter we try to concentrate on things that do matter Mark Zuckerberg who I'm not saying I'm a fan of but he's famously quoted as move fast and break things which is you know I'm not saying that's our Mantra either but it is in some cases you can have completely perfect software but guess what doesn't have any new features because every time you introduce new features or you're trying to move another iteration you have to go into a code base that is working fine and stick a crowbar in it sometimes and work with it and then break it open and work with it again put it all back together and so that has the capability of

Introducing you know bugs and that will happen and does happen but our our Mantra is we we're going to do our best to avoid it but if it does happen we'll fix it as fast as possible uh the benefit is clear to you that you you know pay some amount of money for uh feature set and then a day later a week later you have one a new feature two new features three new features things that you can use things that you can and not only that but your feedback can get rolled into development relatively quickly so it's a balance it's a balance and we do our best to try to to land on the in the right spot there to give you as much progress as much new

And exciting functionality and and in general our challenge is unique in that we're building around 15 different toolkits in a cohesive and interconnected way so our challenge is a little bit bigger than most and we're handling it fine but for sure it's not it's not for the week so um there will be cases where we have to to rely a little bit more on the aggressive side of that scale to accomplish the goal foreign we hope

Worth it I think so all right anyone have a question that I can do in a couple minutes before I have to run and you probably do to if not I think I'll say my goodbyes to you all and thank you very much for stopping by great questions thank you Kathy I hope I hope everything hope your questions are right we we will do our very best to get your answers for you Quentin thank you yes could be the case Quentin I it depends on the severity it depends on a lot of things yes we have a very structured way of dealing with these things

And the support team is looking into that's one thing then it's got to go to the dev team then it's got to be categorized properly there and moved and moved and moved and depending on the severity right if it's obviously critical then everything goes go straight to the front of the line otherwise it's a sign based on that by the project managers so you know I understand I understand sometimes sometimes things can take one two three weeks depending on the severity which again is real is subjective your severity level and our severity level might be different I get it but I've also had plenty of experiences with software where I send an email about something

And never heard back at all or heard back three weeks later or you know so again this is all part of our balance right when we're trying to do a very good job and um it also means that hiring people or having people join this team is even more difficult than a singles one trick pony type software because imagine trying to get up to speed with the complexity that we have so when someone new starts and it's difficult so in many cases we try to hire out of our community for the simple fact that those people are you know they're already rounding first base they're almost to second base and now we have to just you

Know we have to help them get to the the rest of the way but it's not a you're not starting from home plate they're not starting from zero so this this is how we approach it but anyway um I will take a look for you and make sure that whatever that is we can try to expedite it make sure you get some some relief there okay thank you again everyone have a great rest of your day bye [Music]