Adding and Managing Client Accounts

Lead Gen & CRM enables you to add new client accounts, assign managers to an account, edit client account settings, and delete client accounts.

In this article, you'll learn how to add and manage client accounts in Lead Gen & CRM.
 

This article applies only to Agency Partners and their clients. For individual clients, please return to the help center home page and search for another article.

Article Contents

• Adding New Marketing Automation Clients
• Client Configuration Guides
• Manage Clients Page
• Available Client Options
• Other Account Options on the Manage Clients Page
• Services and Allowances
• Accessible Client Assignment
• Managing Client Email Limits
• Managing Client Email Suppression
• Important Information Regarding Direct Support

Users:

Adding New Marketing Automation Clients

To add new clients, from within your Agency account, click the    Settings icon at the bottom of the left toolbar. 

1. Click Manage Clients, located under Agency Tools in the left panel.
2. Click + Constant Contact.

   
   
   

3. Enter the information in the initial screen to set the first associated user for the new client instance, as well as the name, address, website, and phone number of the new client.

   Important: This information will be added under the Company Profile automatically and is required by the CAN-SPAM Act to send emails.

   
   
   
   

    

4. Click “Next”.  Your new client instance will be created, or you will receive an error indicating what should be corrected.  

    

5. Once your new client is created, you will be taken to the Client Configuration page.

   PLEASE NOTE: The client configuration is not valid until you also complete the required fields on the Client Configuration page, and the charges you incur may be different than expected until it is done.

   On the Client Configuration screen that appears, enter desired client account settings based on the client's location, following the guides available below. Be sure to click Save to save your new client changes. 

    

Client Configuration Guides for Clients in:

• United States
• European Union
• Australia, Canada, or New Zealand
• All other counties or territories

Once the page reloads, the new client will appear under the Managed Clients section. 

Manage Clients Page

To navigate to your Manage Clients page, from within your Agency account click the   Settings icon at the bottom of the left toolbar, then click Manage Clients in the Settings menu on the left.

The Manage Clients page provides access to information regarding the status of your client instances.  You will see various tags next to the client names, indicating different things:

• EBS Active: indicates that engagement-based suppression is active for the client. 
• Direct Support: indicates that your agency has elected to pay for the client to have the ability to interact with Constant Contact’s technical support directly, rather than having to go through your agency for support. 
• Annual License tags:
  • Pending Agreement - indicates that the Annual Client License Agreement is awaiting signature by your agency’s primary contact
  • Renews <date> - indicates the date that the current annual term commitment will renew

Under the client’s name, you will also see information regarding the number of users on the client account, when the last client user was logged in, and the number of emails sent during the current month.

Available Client Options

To edit client options, from within your Agency account click the   Settings icon at the bottom of the left toolbar.

1. Click Manage Clients, located under Agency Tools in the left panel.

2. Click the     Three-Dot options menu in a client's profile row to view the following options:
   
   
   
   

Other Account Options on the Manage Clients Page

At the top of the Manage Clients page, there is a three-dot menu icon next to the “+ Constant Contact” button.  Clicking that gives you access to:

Services and Allowances

The Services and Allowances Manager lets the agency set the allowance for add-on and paid services, to limit a client's monthly usage and the costs incurred.

You can configure support, billing, and service limit settings for a particular client on this consolidated page. Clients cannot override these settings, but if an allowance is adjusted lower than the amount of services already active, then billing will continue to charge based on active services used until the active services are removed.

This control screen applies to add-on services only.  For control of client email usage and overages, see Managing Client Email Limits. 

Accessible Client Assignment

Users in an instance can be set to be able to access certain clients. To configure the clients a user can access, start from     User Menu > Settings in Lead Gen & CRM's top toolbar or click the   Settings icon at the bottom of the left toolbar.

1. Click User Accounts, located under My Company in the left panel.
2. Click the name of the desired user account.
   
   
   
   
3. Scroll down to the Accessible Clients section and click any or all of the checkboxes.
4. Click Save Changes.
   
   

Managing Client Email Limits

You can set the number of emails a client can send. To manage client email limits, start from    User Menu > Settings in Lead Gen & CRM's top toolbar or click the    Settings icon at the bottom of the left toolbar.

1. Click Manage Clients, located under Agency Tools in the left panel.

2. Click the  Three-Dot Options menu > Edit Email Limits in the Clients title row.
   
   

3. Enter the maximum number of emails you want each client to send.
   
   Note: If left blank, the limit field will be treated as though the client can send an unlimited amount of emails.

4. Click Save Email Limits.
   
   
   
   

Consult your Billing Plan Summary page to determine the threshold of emails that are included with each of your licenses before overage charges apply, and the applicable overage pricing on your account.   

The email limit can be more than the threshold included in the license, if you wish to allow your client to incur some overage charges but limit their ability to incur unlimited overages.  

If the client attempts to schedule or send more emails than the limit you have set, they will receive a notification that they have exceeded the email limit.

Managing Client Email Suppression

Agencies can turn off engagement-based suppression for their clients that have a sender status of Healthy or At Risk. To manage suppression, start from     User Menu > Settings in Lead Gen & CRM's top toolbar or click the    Settings icon at the bottom of the left toolbar. 

Important: Make sure your Lead Gen & CRM account has access to the client accounts you plan to edit.

1. Click Manage Clients, located under Agency Tools in the left panel.

2. Locate the desired client and click    Options.

3. Select Email Suppression next to the client's name.
   
   

4. Check the Require Engagement-Based Suppression checkbox.
   
   Note: Clients with active engagement-based suppression settings will have the EBS Active tag next to their names in the Manage Clients window.
   
   

5. Click Save Changes.
   
   
   
   

When engagement-based suppression is not required, your client will be able to send to unengaged leads. If your client's sender status is downgraded based on this, then they will not be able to have their engagement-based suppression turned off until they return to the Healthy or At Risk sender status.

It takes 60 days after a client becomes a Healthy sender before you can remove suppression. Also, time-based suppressions are still in place, regardless of whether or not you turn off engagement-based suppression.

Important Information Regarding Direct Support

Direct Support allows your clients to submit tickets directly to Lead Gen & CRM's support team, so you do not have to be involved in that process. 

Be aware that, if you are not using the billing platform, Direct Support is enabled by default when you add a new client. It will stay enabled until you manually disable it. In this case, be sure to disable Direct Support for clients if you do not want to be charged.

If you are using the billing platform, then Direct Support is disabled by default when you add a new client. Refer to Direct Support Package for Clients for more information regarding Direct Support features. 

Questions?