Consultants and associates can view, amend or add authorised contact persons into a customers' profile in Phoenix.
In most instances, our Customer Service team will ask if the customer is comfortable sharing this information and capture that data at the time of onboarding, however in some instances, the customer may share it at a later date. This guide will assist you with quickly amending or adding authorised contact persons.
View authorised contacts of a customer
In Phoenix Quick View page, find either an upcoming scheduled appointment or a completed appointment listing. Once you find one, click the hyperlink on the customer's name.
Click the Details tab, then click Authorised contacts tab to view any listed contacts.
Update an existing contact
If an existing listed contact needs to be updated, follow these steps.
Click Update to the right of the listed contact
Amend any existing contact details that are out of date, then click Submit when done.
Add a new authorised contact
If the customer is authorising to add a new contact, these steps will show you how to do this. It’s important to understand what authorisation type the person being added in will be to the customer as this will dictate in what circumstances we contact them and the relationship to the customer.
On the Authorised Contacts tab, click + Add new contact.
On the pop-up screen, complete all the necessary fields, including any required fields with a red asterisk *.
Note:
For the Question “What is your Relationship to the Client?” select the appropriate relationship type.
Next of Kin is only to be used for authorising someone to be the 1st contact after emergency services in the event of a death.
For the question “What level of contact can you provide?”, select “Client has consented to be called.
For the question “What level of authorisation is this contact allowed?”, select one of the following:
Information - Indicates that the person is authorised to receive information about bookings
Authorised - Indicates the person is authorised to act on behalf of the customer
Emergency Contact - Indicates that the person is the emergency contact person in the event of any emergency type and will be contacted after emergency services have been contacted
In most instances, select “Emergency Contact” as most other authorisation types are completed by our Customer Service team for compliance reasons.
Frequently asked questions
How long does it take to add a new authorised contact?
Most consultants and associates can add an authorised contact in about 2-3 minutes. Keep in mind, that there are questions like First name, Last Name, contact number, etc. So ensure you collect these details before terminating the appointment call or complete this process while the customer is with you.
Note: Your appointment time is 50 minutes + 10 minutes administration time, which is when you would complete this, if needed.
What if I run out of time to complete this
Where possible, complete this form during your appointment or admin period. In situations where you can’t do this, please ask the customer to reach out to customer service team on 1300 687 327 to inform us of any amendments or new contact details and we can help them out. You can also email the customer service team asking them to contact the customer to collect new contact details.
What if I've made an error?
If you have made an error and are not able to fix it, please do not continue. Instead, contact the Customer Service team by email to inform them of this or raise a support ticket with User Support here.
How do I amend the customers' details (not related to Authorised person)?
You can amend the customers' details like Phone number, email, name, etc. by following this guide: