When you click on the Qwil Messenger tab in Salesforce, if your client has not been invited to use Qwil you will see the invite button on each of the different pages as shown below.
Clicking the Invite button, launches with the invite modal that has the client’s details pre-populated for you from the Salesforce record details.
If your Salesforce instance is linked to multiple Qwil tenancies, then you will also need to select the tenancy you want to invite this client to first. You will be able to pick from only the tenancies where you are also an active staff user in Qwil.
The First Name, Last Name and Email values are populated with the information in the fields on the client record itself. If it is incorrect, please click Back, update the information and then return to this screen.
The Phone Number will also be pre-populated with a mapped client record field. It too may be read-only and require you to edit the original value on the client record. If you can edit it here, make sure you enter a fully qualified international mobile number with the “+” at the beginning. For example, +447768887464 for a UK mobile.
The Title field may also be predefined for you. This value is what is show as a subheading on the client’s user profile on Qwil. If you are unsure what to enter here, simply put the word Client.
Finally, you need to decide if you want to add this client to an existing contact group or to create a new one. Contact Group memberships are used to populate a user’s address book on Qwil. They are used to segregate access between clients and staff, and to map your coverage model to your client relationships.
Clients must belong to at least one contact group with at least one active staff member. You only need to create a new group if the client is not a member of a relationship where the other client members are already setup on Qwil. In this case, you can simply add this new client user to the existing group. For example, when you have a husband and wife and you have already invited the husband and created a group for him, and you are now inviting her to join Qwil.
Tip: Contact groups are not used to create group chats. They are to connect users via their address books so they can themselves create 1-2-1 or multi-party chat threads for their conversations.
Tip: Just because a user is not connected via their address book (via contact groups) to another user, does not mean they cannot have a conversation with that user. Qwil Messenger allows any user to add another other user they are connected to into a chat. This means that staff can bring in other staff to chats with clients as and when required as an example. Unconnected users can only chat via threads created by a common user and once they leave that chat they cannot directly engage the unconnected user.
Create New Contact Group
If they the first member of a new relationship select the Create New option. You will need to enter a name for the Contact Group to which you are adding this client to. This value may be pre-defaulted for you according to a standard convention such as <Last Name> Relationship. You can edit this but cannot leave the value blank.
You then need to search to add the Staff/Teams who will be directly available to the client. Search for each user and add them all before proceeding.
Add to Existing Contact Group
If you want to add the client to an existing contact group select Choose Existing and search for the contact group you want to add them to. Note, you will only be able to add your client to a Contact Group of which you are a member, if you are not a Qwil Users Administrator or a Qwil System Administrator.
Important – Don’t make the mistake of putting all of your clients into a single Contact Group with you and your colleagues. This will likely breach their confidentiality as they can see that they are all clients of yours and will have access to each’s others details without consent. You need to create contact groups that are client centric. This means that add as many clients as possible together for each relationship into a group and then add the staff/teams they have access to at your business. It is very normal for staff to members of many groups, but clients typically are only a member of a single group for their relationship. Below is an example of a typical mapping of a few client relationships and staff on Qwil.
Once you have correctly entered the details above, you can either click the Send Invitation button or the Create without Invitation button.
The Send Invitation option creates their profile and sends out an email to the client inviting them to join your organisation on Qwil Messenger. However, if you select the Create without invitation option creates the record only. The status of the record will be Pending (Draft) and you can trigger the email sending at a later date from the Qwil Details tab.
Tip: Once you invite your client, the email invitation sent contains an activation link that is only valid for 48 hours. Every 24 hours, we automatically send a new email and link for 30 days after the first invitation is sent. If the user does not accept by this time, their invitation is Pending (Expired) and you need to resend the invitation again to start the 30 cycle. At any point, the user can decline their invitation or you can revoke their invitation.