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Client Rooms: Creating, Using and Joining Client Rooms

Client Rooms

In addition to allowing you to communicate internally with other staff members, Redtail Speak allows you to communicate with your clients in a compliant way via one of the most commonly used forms of communication today: texting. Note: you should verify with your compliance department that you are approved to use Speak, but know that we designed this product to meet the compliance requirements for texting. All messages are archived in a compliant manner and are searchable and auditable when the need arises. Institution-level search is also available.

Let's take a look now at the Client Rooms area:

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As you can see in the example above, this Redtail user has a number of existing Client Rooms. But, how do you go about adding a new one?

If you click the plus icon next to the "Clients" header, you'll see the below:

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Type part of the name of the client you are looking for and hit Enter on your keyboard. Any contacts in your Redtail database that match what you have typed will then display, as in the example below:

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Note the message here for the second contact that matched what I typed: "Add a number to use speak with this contact." You will need to add a mobile number for the client within Redtail in order to be able to send them a message and establish a Client Room for them. You can click their name here to go directly to their contact record to add that number.

After doing so, if you run that search again it will look like the below:

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As you can see, the client is now displayed along with their mobile number (blurred in the example above).

When you click "invite" here, the Client Room will be created and a text will be sent to the Client's mobile number that looks similar to the below:

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Note: see the Speak Preferences documentation for details on customizing this initial message to your Client.

If your client responds to your message with a "yes", you will have established a Client Room for communicating back and forth with them via text. They'll then receive another text, that looks something like the below:

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Going forward when they send a text to this number, you will receive it within Speak. When you respond from within Speak, they will receive your response via text.

Let's go back to your Client Rooms main pane:

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You can see that the Client's mobile number is listed here under their name.

One quick note about the number of Client Rooms that will display here on Speak's main panel: the 15 most recently active (messages sent to them or received from them) Client Rooms will display at any given time. As you engage with clients via Speak, your older conversations will drop off the main pane, but you can always access historical conversations via each client’s Speak History within their record or bring their Client Room back into view by using the magnifying glass next to the word “Client” within the Speak pane.

Now, let's take a quick peek inside a Client Room:

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Next to the client name, you'll see an Integrations icon. At this time, Speak integrates with Riskalyze, so you'll see an option to pull the client's Riskalyze Numbers:

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If you use the Riskalyze integration and have run this for the client, after clicking this option you'll see the below within the Client Room (with their numbers, of course):

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On the far right-hand side at the top there, you'll see two icons:

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Clicking the red icon with the x will display a message, asking you to confirm that you want to disband the conversation. If you continue, you will be ending the conversation for all parties.

Clicking the gear icon will allow you to update the room's settings, either turning browser notifications on or off for new messages in this client room.

Beneath the Client's name, you'll see the date/time their invitation to join was sent, as well as when both you and they joined the room:

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After that what you will find is your ongoing text history with that client. Note that the box for creating your message is at the bottom of the pane:

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Note as well that you can add attachments or emojis to your messages, by clicking their respective icons in the Send box.

Any conversations you have with your Clients is tied to their Contact Record via their mobile number. For instance, if we go to Nils Styger's record in the CRM, and expand the Contacts menu underneath his name, we'll see a "Speak History" option:

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If you click that option, you'll see your entire Speak Conversation history with the Client within their Client Record itself.

Join an Existing Client Room

If a Client Room has been established for a client by another database user, you can always join that conversation. To do so, use the search icon in the top of the Client Room section to begin searching for the client's name. In the below example, we've searched for client Robert Muldoon:

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Note that for one of his phone numbers displayed here there is an option to join his Client Room. Just click that to join the conversation.

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