...
In Phoenix, your unique identifier (the email address username) is permanently linked to the email address you initially provided us for your account creation. As a result, when you request to change the email address linked to your Phoenix account, we need to create a new Phoenix profile linked to your new email address, and we will need to manually migrate your clients to the new Phoenix profile.
| Note |
|---|
Before you begin the transition, you must read this guide and agree to the information outlined in this guide, including the impact, time requirements, initial process change on your end, and other important particulars. |
...
How long will this take?
Once you’ve agreed to the information in this guide with the People Team, they will begin the process of creating your new Phoenix account linked to your new email address. No change will occur on your end until the User Support team begins migrating future scheduled appointments to your new Phoenix profile and activates your schedule (and makes the old one inactive) in your new Phoenix profile - when this occurs, there will be a disruption of between 2-48 hours (we’ll let you know closer to the date) to accessing your Phoenix profiles.
...
b) You email the Customer Service inbox requesting Converge rebook the next session into your new profile
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
Actions to complete: If you need to book the next appointment with an existing customer, you’ll need to direct the customer to call our Customer Service line on 1300 687 327 or live chat via the Converge website. Alternatively, you can email the Customer Service Inbox and advise them to book the next session into your new Phoenix profile. |
Use the template below if you email the CS inbox
...
If you have future scheduled appointments in your old profile, our People Assist Admin team (PAA) will manually cancel the existing future scheduled appointment and rebook it into your new profile. This process will be completed before the schedule in your new profile is activated to prevent double bookings.
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
Actions to complete: There are no actions for you to perform - our |
...
User Support Team will rebook all future scheduled appointments for you before your new Phoenix profile schedule is made active. |
Online booking portal customers
...