🔍 In this Article
Overview
The My Team page shows clients everyone at your firm who supports them, with a card for each team member.
Each card has three buttons: Call, Message and Schedule. Each button is active or grayed out based on that team member’s own settings, so two cards on the same page can look different.
A grayed-out button isn’t broken. The setting behind it just hasn’t been filled in yet.
Call button
The Call button turns on when the team member picks a Preferred Phone # on their profile. That’s the number clients see and call from My Team. If Preferred Phone # is set to None, the Call button stays grayed out, even if phone numbers are saved on the profile.
Set it in: Profile Overview › Preferred Phone #
To turn on the Call button:
Open your profile and go to the Profile Overview tab.
Enter at least one number: Mobile Phone #, Office Phone #, or Office Phone # plus Office Extension #.
In Preferred Phone #, choose the number clients should use (for example, Office + Extension).
Click Update Profile.
Only the preferred number appears on My Team.
Schedule button
The Schedule button turns on when the team member saves a Calendar URL on their profile. Tapping it opens that link so the client can book time. With no Calendar URL saved, the button stays grayed out.
Set it in: Profile Overview › Calendar URL
To turn on the Schedule button:
Open your profile and go to the Profile Overview tab.
Paste your booking link into Calendar URL. Use the public link clients book from (for example, a Google Calendar appointment page, Calendly or Microsoft Bookings).
Click Update Profile.
Tip: Test the link in a private browser window first. If it asks you to sign in, clients won’t be able to use it.
Message button
The Message button turns on only when the client has a direct thread with that team member: a one-on-one conversation between the two of them. Tapping it opens that thread.
If the team member only talks with the client in group messages (threads that include other people), the Message button stays grayed out. Group threads don’t count, even if the team member is active in them.
To turn on the Message button, the team member needs a direct thread with the client. Once that thread exists, the button becomes active on their card.
Why is a button grayed out?
The Call button is gray.
Preferred Phone # is set to None, or the number it points to is empty. Choose a preferred number on Profile Overview and click Update Profile.
The Message button is gray, but I message this client all the time.
You’re probably messaging them in a group thread. The button needs a direct, one-on-one thread between you and the client.
The Schedule button is gray.
No Calendar URL is saved. Add your booking link on Profile Overview and click Update Profile.
One team member’s buttons work and another’s don’t.
That’s expected. Each card follows that person’s own settings, so each team member needs to complete their own profile.