Overview

In Copilot, Clients represent individual users who log into your portal, while Companies group together multiple clients under a shared organization. Together, they form the core of how you manage relationships, deliver services, and streamline communication.

Example clients John, Jane, and your test client

If you create a new workspace, you’ll initially see 3 example clients, John Doe, Jane Doe, and your test client that is automatically created using your email. If you have companies enabled, John and Jane will both be assigned to the company Rocket Rides. We only created these example clients so that you can explore workflows right away. For example, you can click on John Doe to see the Client details page. You can delete the example clients at any time.

Clients and companies

Using Companies to Group Clients

When Companies are enabled, you can group multiple clients under the same organization. For example, if both John and Jane work at Rocket Rides, you can assign them to the Rocket Rides company to manage them together.

In the Copilot Dashboard, companies allow you to:

• Organize clients by linking them to the company they belong to.

• Take actions at the company level, such as sending messages or invoices that are visible to all associated clients.

In the client portal, clients associated with a company can:

• View their teammates on the Settings > Team page.

• Invite other clients to their company (internal users can enable or disable this feature in Settings > General).

Client and company configuration

Your setup in Copilot depends on who you serve:

• If you work with individuals:

  Go to Settings > General and disable the Companies feature. This will remove company-related fields, messaging, and file-sharing options, keeping everything client-specific.

• If you work with businesses (i.e. companies with multiple client users):

  Enable Companies in Settings > General. This will unlock:

  • Company-level fields

  • Shared messaging and file channels

  • Company-based billing

If a client isn’t assigned to a company, billing and features will default to the individual level.

NOTE: When Companies are enabled, payment methods are stored at the company level and shared across all company members.

CRM

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The CRM page is where you manage all of your clients and companies.

• If Companies are enabled, you’ll have access to both the Companies and Clients views.

• If Companies are disabled, only the Clients view will appear.

Companies View

The Companies view displays a list of all companies in your workspace, along with their creation dates.

The menu to the right of a company will allow you to view company details, and edit or delete a company.

Actions available at the top of this view:

• Search: Filter companies by name.

• View: Choose which columns to display.

• Export: Download your current company list as a CSV. (If filters are applied, only the filtered list will export.)

• Create: Add new companies or clients, import from CSV, or copy the client signup link (if enabled in

  Settings).

Company details page

Click View details or double-click on a company to access the Company Details page.

You’ll see tabs for each app available in your workspace.

For apps that support both client- and company-level channels, you can:

• Access the company-wide channel

• Use the dropdown on the right to view individual client channels within the company

Apps with company channels include:

• Messages

• Files

• Invoices

• Any app using a manual setup type connected to a company

NOTE: Contracts and Forms cannot be assigned to companies. In those tabs, only individual client assignments will appear based on the selected client from the dropdown.

Company details panel

On the company details page, to the right of the apps section is the company details panel.

In this panel, you will be able to view the following:

• Company name

• Creation date

• Clients assigned to the company

• Company payment methods

  • NOTE: Company payment methods are shared between all clients of a company. If a client who belongs to a company adds a payment method, it will be available to all members of the company and appear in the list of payment methods for the company.

• Subscriptions assigned to the company

• Internal notes

Use the menu in the top right to edit or delete the company.

Client view

The client's view will show a list of existing clients in your workspace.

The menu to the right of a client will allow you to view client details and edit or delete a client.

Actions available at the top of this view:

• Search: Filter clients by any field.

• View: Choose which columns to display.

• Export: Download your client list as a CSV (filtered view applies).

• Create: Add clients or companies, import from CSV, or copy the client signup link.

Client details page

ClickView details or double-click a client to access the Client Details page.

Tabs will display for each available app. For apps with both client and company support:

• You’ll first see the client’s channel

• If they belong to a company, use the dropdown to switch to the company channel

The More tab shows:

• Manual setup apps linked directly to the client

• If the client is part of a company, switch to the company to view all automatic and manual apps linked to the company

Client details panel

On the client details page, to the right of the apps section is the client details panel.

In this panel, you will be able to view the following:

• Client name and email address

• Date joined, total spend, and last login

  Note: Last login refers the the last time a client signed in with their credentials, it does not reflect the last time the client was active in the portal.

• Properties: Company and all custom fields. These reflect the fields that are viewable columns in the main Clients view.

  • You can manage all custom fields for your workspace from any client details panel, but the values shown are specific to the currently selected client. For more information on managing custom fields, please see here.

• Client payment methods

  • NOTE: If a client belongs to a company, the payment method is stored on the company level. Any payment method for a client that belongs to a company will be visible to every other client in the company.

• Subscriptions assigned to the client

• Internal notes

From the menu in the top right, you can:

• Edit client name

• Reset their password

• Delete the client

• Change profile image (hover and click the pencil icon)

Managing Clients

Client statuses

Clients can have different statuses. They work as follows:

Email Notifications for Client Statuses

Many actions you take, like sending a message or assigning an invoice to a client, trigger email notifications. If your client is in the Not Invited status, the default setting is to send email notifications. However, you can disable email notifications by going to Settings > General and toggling off the Send client email notification in uninvited status option.

Disabling this setting can be helpful if you want to set up a client account first (upload files, assign forms, etc.) and then send out a single invite email notification.

How to Create Clients

There are three ways to add clients to your CRM:

• Create one at a time from the Clients page.

• Import multiple clients via CSV upload.

• Allow self-serve sign-up via a public signup link.

Each method is detailed in the next sections.

Managing Companies

Creating a Company

You can create a new company from either the Companies view or directly within the Clients view.

From the Company View:

1. Go to the Companies page.

2. Click Create > Create Company.

3. Enter the company name and assign or create clients as needed.

From the Client View:

There are two ways to create or assign a company from the Clients table:

• Click the building icon in the Company column for any client.

• Click the name of an existing company in that column to edit it.

A dropdown will appear with a list of existing companies. Start typing to search.

• If no match is found, you'll see the option to create a new company.

• Type the full name of the company you want to create, then click Create to add it.

How to add a Client to a company

1. Go to the Clients page.

2. Click the client’s name to open their details page.

3. In the Companies section, click the + icon and choose a company from the dropdown.

Assigning a Client to Multiple Companies

To add another company to a client:

1. Go to the Clients page.

2. Open the Client’s Details page.

3. In the side panel, find the Companies field.

4. Click the + button and search for or create a company

NOTE: Clients can be assigned to up to 30 companies.

How to remove a Client from a Company

1. Go to the Clients page.

2. Click the client’s name to open their details page.

3. Locate the Company field in the side panel.

4. Click on the menu button (⋯) next to the company you want to remove, then select Remove.

How to Delete a Company

1. Go to the Company view.

2. Click the menu button (⋯) next to the company, then select Delete Company.

Client and Company channels

Channels are used in the Messages and Files apps to communicate or share content with:

• Individual clients

• A group of clients (within the same company)

• An entire company (i.e. all clients assigned to that company

Creating Channels

If Companies are enabled in your portal, you can set the Default client association setting to either individual or company channels. If the channel already exists, you'll be redirected to it instead of creating a new one.

To manually create a new channel:

1. Go to the Messages or Files app.

2. Click the menu button (⋯) at the top of the channel list.

3. Select one or more clients, or choose a company.

4. Click Submit.

Channel Types

The type of channels you can create depends on whether the Companies feature is enabled.

Client Channels

• One-on-one channel with a single client.

• Only the selected client can view the messages/files.

• Cannot be edited or deleted manually, unless a client is in another channel. If they are not, to remove the channel, the client must be deleted.

Company Channels

• Shared with all clients assigned to a specific company.

• Membership updates automatically when clients are added to or removed from the company.

Group Channels

• Includes two or more clients within the same company.

• Cannot be created with clients from multiple companies.

• Can be edited by clicking the menu button (⋯) in the top-right of the channel, then selecting Edit members.

Default Channels

If you have Companies enabled, you can set the Default client association setting by going to the Settings > General page. This setting determines whether message and file channels are automatically created for individual clients or entire companies.

• If Individual clients is selected:

  Channels are created for each client individually. These channels display a circle icon in the Messages and Files apps.

• If Companies is selected:

  Channels are created for each company. These channels display a square icon in the Messages and Files apps.

You can still create a channel of a different type than your default. If your default is set to Companies, but you need a private channel for a single client within that company, you’ll need to manually create an individual client channel. The same applies in reverse if your default is set to individual channels.

To create another channel:

1. Go to the Messages or Files app.

2. Click the menu button (⋯) at the top of the channels list.

3. Select Create channel, then choose your desired client(s) or company.

Editing channel members

• Client channels cannot be manually edited. However, they can be deleted if the client is also a member of a company or group channel.

  To delete a client channel:

  1. Open the client channel.

  2. Click the menu button (⋯) in the top-right corner.

  3. Click Delete file channel.

  NOTE: If the client is not part of any other channel, their individual channel cannot be deleted.

• Company channels automatically include all clients assigned to the company. To update who has access:

  1. Go to the Clients page.

  2. Add or remove the company from a client’s profile.

  3. The company channel will update to reflect the new list of members.

• Group channels can be edited at any time.

  To do this:

  1. Open the group channel.

  2. Click the menu button (⋯) in the top-right corner.

  3. Select Edit members.

  4. Use the checkboxes to add or remove clients.

Channel behavior for multi-company clients:

• A client can have one individual channel per company.

• Individual Client channels and Company channels are only visible in the corresponding company portal view.

• Group and Company channels also remain scoped to one company.

• Clients will only see channels and content relevant to the company view they are currently in.

Client Experience for Multi-Company Clients

When your clients are in multiple companies, they will be able to:

• Use a single email login to access all of their assigned company portals.

• Switch between companies using the sidebar in their portal.

• Receive company-specific notifications.

• View and interact only with the messages, files, contracts, forms, and apps related to the selected company.

• See only the messaging and file channels tied to the company they are currently viewing.

Switching Between Companies in the Client Portal

In the client portal, clients can easily switch between company portals using the sidebar on the left. Each company will appear as an icon or label in the sidebar. Clients simply click the company they want to view, and the portal will update to show only the messages, files, contracts, and other content for that company. This sidebar also surfaces cross-company notifications, so clients know when they need to switch companies to take action.

Terminology

You can customize the default terms used in your portal for both individuals with log-in access (referred to as “Clients”) and groups of multiple entities (referred to as “Companies”). This customization applies across your client-facing portal as well as your internal CRM, giving you the flexibility to choose terminology that aligns with your business model and better reflects the relationships you maintain with your clients.

Default Terminology

By default, your workspace will use the terms Client to refer to an individual and Company to refer to a group that includes multiple clients.

Changing Terminology

1. Go to Settings > General.

2. Scroll down to the Terminology section.

3. For both individual and group terms, you can:

   1. Choose from the predefined options in the dropdown (shown in the table below).

   2. Or select Other to create your own custom term.

4. Once finished, click Update.

   1. Everywhere that previously displayed Clients or Companies will now reflect your selected terminology.