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User Types

Understand User Types, Contact Types, and Contact Statuses.

Updated over 4 months ago

🔎 In This Article

User Overview

Your system is organized around three primary user types: Admins, Advisors, and Contacts. Admins manage the platform’s setup, including configuring advisor templates and overseeing user access. Advisors interact with clients, prospects, and leads through communication tools, scheduling, and resource sharing. Contacts are the end-users who engage with the app based on the experience you create.

Contacts are categorized by Contact Type: Clients, Prospects, and Leads. Clients are those you actively work with, Prospects are potential clients you’re nurturing, and Leads are early-stage connections who may eventually progress to become clients or prospects.

Each contact’s journey is further defined by their Contact Status Type: Assigned, Invited, and Active. Assigned contacts are those prepared to receive specific experiences once they’re ready. Invited contacts have been sent invitations to join the app. Active contacts are those who have accepted the invitation and are engaging with the app.


User Types

Admin

  • Oversees the setup and management of the platform for the firm.

  • Responsibilities include creating and managing Advisor Templates, configuring Cards and Card Templates, and overseeing the contact database.

  • Admins also train advisors, ensure the app aligns with the firm’s goals, and preview the client experience.

Advisor

  • Focuses on directly managing client relationships and interactions.

  • Uses the platform to schedule tasks, posts, and reminders for their clients.

  • Customizes onboarding journeys and resources for their assigned contacts.

  • Collaborates with admins to maintain templates and other resources.

Contact

  • Represents the end user of the app—either a client, prospect, or lead.

  • Interacts with the app to access resources, complete onboarding tasks, and stay engaged through scheduled posts and reminders.


Contact Types

A contact’s Contact Type—whether Client, Prospect, or Lead—is determined by how the contact is imported from your CRM or created within the Back Office. When contacts are synced from an integrated CRM, their type is automatically assigned based on the information provided by the CRM.

Alternatively, when you manually create a contact in the Back Office, you’ll specify their Contact Type to ensure they receive the appropriate experience within their assigned advisor template.

Client

  • A fully onboarded user actively engaging with the firm’s app.

  • Clients have access to tailored resources, scheduled tasks, and a personalized onboarding journey to maximize their experience with the firm.

Prospect

  • A potential client who has been added to the system but is not yet fully onboarded.

  • Receives customized communication and limited resources to help them learn about the firm and transition to becoming a client.

Lead

  • An individual who has shown interest but isn’t yet a qualified prospect or client.

  • Leads are in the early stages of the customer journey and need nurturing.

  • Nurture Leads with targeted content, personalized communication, and regular touchpoints.

  • Track engagement to assess readiness to transition into a Prospect or Client.

  • Effective Lead management increases conversion potential and strengthens the sales pipeline.


Contact Status Types

You can find a contact’s Status Type within the Contacts Module of the Advisor Template. This module displays all contacts associated with the template, along with their status: Assigned, Invited, or Active. This status indicates where each contact is in their journey—whether they are prepared to receive experiences, have been invited to the app, or are actively engaging with it.

Assigned

  • Synced and imported to the back office

  • Assigned to an Advisor Template

  • Has not been sent a system invite

  • Has not yet logged in to activate their experience.

Invited

  • Assigned an Advisor Template

  • Received an invitation to the app experience

  • Has not yet logged in to activate their experience.

Active

  • Dowloaded and logged into your app

  • Actively using the platform

  • In-App Onboarding Journey began on Start Date

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