You may need to change the email address linked to your Phoenix account due to administrative requirements, loss of access to the email account, a security issue, or change of business name.
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.
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.
Your login details
Initially, you will have two Phoenix profiles - your original profile linked to your previous email address and a new Phoenix profile linked to your new email address. Both will have separate login details. You will be able to log in to both profiles during your transition.
Our customers (your clients)
Existing Customers will be accessible on your new profile when the 1st appointment is booked into your new profile. Once the 1st appointment has been booked, you’ll see their upcoming appointment and details as normal in the Quick View page where you can continue managing that customer, including rebook, complete, modify, etc.
Information about existing clients:
You won’t see their appointment history or previous notes from appointments you’ve completed with the customer
The customer won’t appear in your “My Clients” list or Quick View page until the 1st new appointment has been booked into your new profile
How customers are rebooked with you
Existing Customer needing to book their next session
When an existing customer (client) you are servicing is wanting to book their next session, you won’t be able to complete this task yourself. Your client will need to be either:
a) Redirected to the Customer Service phone line or live chat to rebook with you
b) You email the Customer Service inbox requesting Converge rebook the next session into your new profile
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
Use the below optional template if you are requesting the Customer Service team to book the next session in your new profile. Email customerservice@convergeintl.com.au (don’t CC other emails).
CS team, due to migrating to a new Phoenix profile, I require you to rebook the following client for their next session into my new Phoenix profile.
Existing appointment number (from old Phoenix profile): APP-XXXXX or ASST-XXXXX
Client Initials X XXXXX
Date and time of the next session: XX/XX/XX at XX:XX AM/PM
Modality of the next session: In-person/ Video/ Phone / Chat
My old Phoenix profile email:
My new Phoenix profile email (the one to book the appointment into):
CS Team: If you are unsure of this request, contact your manager, PAA, or UST.
Existing Customer with future scheduled appointments
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.
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
Customers who have booked with you via the Online Booking portal (at any time) will not be able to rebook with you themselves in the Online Booking Portal until after the first new session has been booked into your new Phoenix profile.
If the customer attempts to rebook themselves via the Online Booking portal before we have migrated an existing appointment or before Converge has booked the first new appointment in your new Phoenix profile, they will see “No availability” when rebooking, which is correct as it is reflecting the inactive schedule of the old profile.
The customer will see the availability from your new Phoenix profile when rebooking themselves via the Online Booking Portal once the Customer Service team has booked their next session into your new Phoenix profile, or if the customer has a future schedule appointment they will see your availability immediately if they choose to rebook or amend their appointment.
Customers will continue to see their complete appointment history and details.
Your availability during the transition period
During the transition from your old Phoenix profile to the new one, the People Assist Admin team will need to transfer your future scheduled appointments to the new Phoenix profile to prevent double booking incidents in both the old and new Phoenix profile. As a result, we will turn off your availability for between 2-48 hrs (at a scheduled time during business hours) while we move these future scheduled appointments across.
The User Support team will work with our Customer Service team to manually have your availability listed for the Customer Service team to book into during the transition period of up to 48hrs. In all instances, you will be notified with advanced notice of the date the transition will occur and, based on the volume of future scheduled bookings in your old profile how long we estimate the period will be. In most instances, it is less than 3 hours on the nominated time.
Accessing historical case notes
After your transition to a new Phoenix profile, you won’t be able to access previous appointment history or case notes from any appointment completed in your previous Phoenix profile. The case notes will, however, continue to be retained by Converge.
Should you have a clinical reason to access previous appointment data you have entered or completed in your previous Phoenix profile, contact your Clinical Manager for assistance and they will review your request and access the information needed.
You will be able to see all booking information and notes you’ve entered for appointments booked into your new Phoenix profile as normal.
If you are a Consultant Partner
If your engagement is Consultant Partner, you’ll need to advise the People team (where you make the initial request) to have the new profile activate on the 1st of any month you nominate. Due to your Partner payment which is calculated at the end of the month, your previous profile must remain active for partner payment until the transition date which must be the 1st of any elected month.
Your new Phoenix profile will be activated from the 1st of any elected month to ensure accurate billing and calculation of your partner rate.
Need more information?
Our People, Culture, and Learning team (PC&L) initiate the request and create the new profile.
Our User Support team complete and manage the work required including the transferal of future booking sessions and activation of your schedule in the new profile on behalf of the PC&L team. If you require specific information about the transition, contact the User Support team to schedule a 1:1 call to discuss any concerns or further details you need using the link below: