Understanding user roles
Influx defines a number of user roles that are key to managing the people who manage lead and patient interactions.
A user’s role is defined when they are added to Influx although this role may be changed as necessary. The assigned role defines what part of Influx are visible to the user after logging in. In some cases, parts of Influx may be visible to the user but the user is not allowed to make edits.
End-Users, Leads and Patients
The people who contact you about services are called end-users. Within marketing they may also be referred to as contacts or prospects. Initially, contacts are categorized as leads when they are given a lead record in Influx. Once the lead has converted, they are then referred to as patients within Influx.
Leads may be self-added to Influx through online forms or an agent can manually add a lead. Once leads are added to Influx they are provided with permission to access the education portal.
The people who perform the day-to-day management of leads within Influx are called agents. They are assigned leads and interact with them with the goal of converting them to patients. The agent’s role and permission is assigned by admins and usually includes the following:
- Agent Dashboard
- Agent Views
- Agent Reports
- Full management of the lead record
Agents are added to Influx by administrators.
Providers are the people in your practice who provide specific patient services that an agent may wish to include in lead management as a resource. Examples of providers are doctors, nurse practitioners, insurance specialists, and dietitians.
Providers are generally not involved in lead management but may wish to follow progress at a high level through reports.
Agents can assign tasks to providers if allowed in the workflow. These tasks are usually as internal messages or to-do list items.
Admins are agents with additional privileges to manage and customize Influx. Admins can manage leads like agents but they may also do the following:
- Access the admin dashboard
- Access all leads
- Create new business rules (automations, macros, triggers, views)
- Access and edit all business rules (automations, macros, triggers, views)
- Create reports
- Edit all reports
- Access settings pages (account, security, channels, etc.)
- Add and manage end-users, agents, and admins
- Promote agents to the admin role
- Create custom fields and forms
- Add videos and resources to the education portal
Administrators are responsible for designing and implementing the lead workflow. They add end-users, agents, and other administrators; define the business rules (automations, triggers, views, etc.); and customize and extend Influx. Where an agent’s primary function is to interact with end-users and manage leads, administrators may do that as well as set up and manage the workflow.