Account managers
Who gets the look-ahead email and the reconnect alerts for each client.
Each client can have one account manager: the team member responsible for them. The assignment does two things — it decides who can see the client, and who gets every email about them.
Assigning
On the client's page, the Account manager select in the header lists your team. Owners and Admins can change it; Members cannot. Leaving it empty means "the agency owner". An Admin who adds a client becomes its account manager automatically; an Owner who adds one leaves it unassigned unless they pick someone.
What it changes
| Assigned account manager | Nobody assigned | |
|---|---|---|
| Who sees the client on the board | Owner, all Admins, and that Member | Owner and Admins |
| Look-ahead digest | The account manager | The agency owner |
| "{Client} answered" email | The account manager | The agency owner |
| Account needs reconnecting (found by the health check or by a post failing with an expired permission) | The account manager | The agency owner |
In every case the recipient is a member of your team, never the client — the client has no login and is only ever contacted through the links you send and the optional weekly copy.
What it does not change
- Ownership. Every client agent belongs to the organization, billed on the owner's agency plan. Reassigning moves the emails, not the seat.
- What Admins can do. Admins see and can edit every client regardless of assignment; the account manager is a routing choice for them, a permission for Members.
- The client's own view. The links say "{Your agency}", not the manager's name.
When someone leaves
Removing a team member unassigns every client they managed. Those clients' emails fall back to the owner until you assign someone else — the board shows them without a manager so you can spot them. Nothing about the clients' agents, accounts or schedules changes. See Team and roles.
Small teams: if one person handles everything, make them an Admin and skip assignment entirely. Assignment earns its keep once you have Members who should only see their own book of clients.