Hi Amy! You can certainly use Custom Fields with checkboxes to indicate which services a client has; however, I tend to prefer Tags for this use case in Wealthbox. A client may utilize Tax Services, Estate Planning, and Insurance simultaneously, and Tags handle that scenario naturally. Since Tags are reportable, filterable, and commonly used by marketing integrations for audience segmentation, they provide a lot of flexibility without requiring multiple Custom Fields. For example, you could simply apply tags such as: - Tax Services - Estate Planning - Insurance - Referral Partner Tax - Referral Partner Estate This makes it easy to pull lists, build campaigns, and identify service opportunities across your client base. I would also use Note Templates and Note Tags, but for a different purpose. To me, these approaches solve separate needs: - Tags answer: "What services does this client have?" - Note Templates answer: "What information should we consistently capture during service-related conversations?" - Note Tags answer: "What conversations have we had historically?" If scalability is the goal, I would avoid relying solely on notes because they become difficult to search, segment, and report on over time. My preference would be Tags for service classification and segmentation, combined with Note Templates for documentation and process consistency. That gives you a scalable way to identify clients by service type while maintaining detailed records of the work being done.

@Amy Weideman My general rule of thumb is to answer "what is your end goal?" If you find yourself wishing to run reports off a Trust date or the types of account in the system (especially if it's not as easy at your custodian level" then certainly you can use account. To tie in Kenneth's comment below, if you need it at a higher level -- think on the scale of the contacts tab, task tab, and workflows tab then Custom Objects could be a new update that works for you. This would be a choice for sure as I find it all depends on how much you are tracking manually.

Hi Anand! When it comes to proactive outreach, I think it breaks down into two areas: identifying the opportunity and having a process to act on it. First, determine your service model and client tiers. Whether your segmentation is based on AUM, tenure, referral source, complexity, or another factor, each tier should have clear expectations around frequency and type of outreach. Most firms naturally provide more touches to their top-tier clients, even if it's something as simple as a periodic check-in email. From there, I would focus on defining the specific triggers that warrant outreach. Examples could be excess cash, portfolio drift, an upcoming review, a planning milestone, a life event, or simply a client who hasn't been contacted in a set period of time. This is where CRM tags, keywords, workflows, opportunities, and reporting become valuable. Reports are often the most underutilized tool. They can help answer questions like: - When was the last meaningful client interaction? - Which clients haven't had a review this year? - Which households have a planning opportunity or service need? - What activity is occurring within client accounts that warrants a conversation? Once you've identified the clients, I recommend batching the outreach by topic. If 20 clients need a cash-management conversation, create one workflow process, one message template, and one campaign rather than handling each client individually. The key is defining the triggers first, then building reports and workflows around them. Otherwise, proactive outreach can quickly become reactive outreach disguised as a task list.

Hi Nikki! I'd agree with both Kevin and Theo above as solid options. Just expanding a bit on the above and with what you mentioned...We are big workflow fans ourselves as they help consistently act as the reminder/next call to action. If you can, I would take it one step further and use those email templates you have built (hopefully using the Broadcast Email fields to make it personable) and incorporate these tools. If you have your Advisor setup the email setting under Preferences then the process itself works quickly. While you cannot directly send an email out from within the workflow, the workflow assigns the task to the Advisor who can then go to the contact record, click on the email address, select the applicable template, then click send. Mark the task in the workflow complete, and get the added perk of the email saving as a note for historical purposes.

@Nikki Whittle There are notifications you can setup with GReminders when a call or meeting is initially scheduled, a follow-up after an appointment, a reminder, or if necessary, a reschedule/cancellation. If you have an appointment of some kind at the beginning or if there is a follow-up after the account is opened then this could potentially play a role. I am not sure this would really solve what you are looking for at first glance though.

Hi @Lauren Linn I’ve had many clients go through a very similar exercise, and what ultimately worked best was separating the purpose of the meeting from the delivery method. This is extremely important when it comes to integrations. We use GReminders as well and while we love the functionality, it does not have the capability to read what location the client picked and auto-update the Activity Type. So if you are using specifics like I listed below, I am assuming you’d have to manually updated after the booking makes it to your calendar. That is an extra step I don’t love for the human error factor alone. Instead of creating separate Activity Types for: - Review – Zoom - Review – Phone - Review – In Person - Initial Meeting– Zoom - Initial Meeting– Phoneetc. …we simplified our CRM structure so the Activity Type/Meeting Category reflects the purpose of the meeting, while the location/format is handled elsewhere. For example, our core meeting Types and categories are things like: - Prospect Meeting - Discovery Meeting - Client Review - Plan Delivery - Service Meeting - Annual Review - Internal Meeting Then we use: - the activity location field as this will populate from GReminders  - Zoom integration - color-coded calendars for the different types of meetings. That dramatically reduces the number of templates needed and makes scheduling much cleaner. One thing we learned is that meeting purpose tends to matter more for: - reporting, - workflows, - automation, - task sequences, - KPI tracking, - and historical notes. Whereas meeting location is more operational/day-of scheduling information. For advisor visibility, the location does show up on the Today page. In this perspective you can still at a glance quickly see where you would need to be. With GReminders specifically, fewer templates usually means fewer opportunities for scheduling errors. We moved toward a “minimum viable template” philosophy:

Hi @Sami O'Shaughnessy, I haven’t personally run into this exact issue, but this is usually tied to how Calendly is connected to Microsoft Outlook/Microsoft 365 at the Microsoft account level – NOT just inside Calendly itself. A few things I’ve seen cause this behavior: 1. Shared mailbox or delegated calendar permissions ** If your COO has “Editor,” “Delegate,” or “Full Access” permissions to another exec’s calendar, Calendly can sometimes grab the wrong mailbox during authorization. ** Especially common in environments where admins add shared mailboxes in Outlook desktop. 2. Microsoft cached identity/token issue ** Calendly may still be pulling an old Microsoft token tied to the colleague’s mailbox. ** Removing the Calendly account alone won’t revoke that token. 3. Wrong default calendar in Outlook ** Outlook can expose multiple calendars (especially if you have Retriever Cloud on for Redtail and shared this new calendar with others) ** Calendly may attach to whichever calendar Microsoft marks as “default” or first available. 4. Exchange alias / UPN mismatch ** If her login email differs from her Exchange mailbox or alias, Calendly can connect to the wrong mailbox object. What I would try next (in this order): 1. In Microsoft 365 Admin: ** Remove ALL delegated/shared calendar permissions temporarily. ** Especially “Full Access” and “Send on Behalf.” 2. Then revoke Calendly completely from Microsoft: ** Remove Calendly access entirely for her account. 3. In Outlook: ** Remove all shared calendars from her Outlook client temporarily. ** Confirm her own mailbox is the default calendar. 4. Then reconnect Calendly fresh: ** Use an incognito browser. ** Sign into ONLY her Microsoft account during OAuth. ** Make sure no other Microsoft sessions are active. 5. Also check inside Calendly: ** Event Types → Calendar Connections ** Verify which calendar is selected for: a. availability checks b. event creation One more thing: if your organization uses hybrid Exchange or multiple tenants, that can also create weird mailbox resolution behavior during OAuth.