Mark VIP contacts

Every MSP has people who matter more than the rest: the owner who signs the renewal, the office manager everyone asks, the champion on a deal you are trying to win. In Current they get ONE star, whether your service team or your sales team put it there. The customer never sees the word VIP.

1. 1
   Press the star

   On a contact's page, a company's page or anywhere the star shows beside a person, press the empty star.
2. 2
   Pick why

   Pick a reason. Current pre-picks its best guess, so most of the time you press Star and you are done.

Service reasons are Executive, Key user, Key account, VIP care plan and Other. Account team reasons are Decision maker, Champion, Strategic account, At risk and Other, and you see them only with CRM access. A company can be starred too, as a Key account or a Strategic account: everyone who works there counts as a VIP unless you take someone out.

Hover a filled star to see why: "VIP · Executive · starred by Priya, Mar 3". Someone without CRM access sees an account team star as "Important to the account team", without the reason or who set it.

• ＋Tenant admins, service managers, dispatchers, vCIOs and sales managers can star anyone.
• ＋Account executives can star people at the companies they own, and ask for anyone else.
• ＋People with Full CRM can star anyone at any company in the workspace.
• ＋Engineers and project managers ask, and a manager approves in one press.
• ＋Finance can't star anyone, and customers never see stars.

When you ask, the star reads Waiting for approval and the people who can decide it in VIP care get a bell: tenant admins, service managers, sales leaders with CRM access and people with Full CRM. An account team request goes only to those of them with CRM access. They press Approve or Decline on the person, or under Waiting for a decision in VIP care settings.

• ＋Owner and C-level titles. A contact whose title is CEO, CFO, owner, founder, president, managing director, partner or another C-level role counts as a VIP, with the reason C-level title. It is on for every workspace. Turn it off under Make C-level titles VIP automatically and Current only suggests those people instead.
• ＋People on an open deal. The quote contact on every open deal gets an account team star until the deal closes. On by default.
• ＋Your PSA's VIP field. Map the field once (the VIP tick box in HaloPSA, a contact field in Autotask, a contact type in ConnectWise) and Current reads it on every contact sync. Off until you map it. Turn it off again, or map another PSA, and every star it made comes off at once.

Current also suggests people, from their title, from being the company's main contact or from a ticket labelled Executive. A suggestion shows as an outlined star with Star and Not a VIP. Nothing is starred until someone says so, and Not a VIP stops that suggestion coming back.

Open the star's menu, press Take the star off and say why in one line. Stars never come off by themselves, except an open-deal star when no open deal names the person. If you take off a star someone else set, they get a bell. A star from your PSA stays until it is cleared in your PSA; everything else on the person comes off in the same press, and the screen says what stayed. Taking a C-level title star off sticks: the person stays off even while their title still matches. If they are still covered by their company's star after the press, the screen says so.

To take one person out of a company star, open the star beside that person and press Take them out of the company star, with a one-line reason. They lose the company's VIP care; a star of their own stays. Put them back from the company's star menu.

When a starred person opens a ticket, the account owners of their company get one bell and one email that day; later tickets fold into the same bell. A company with no owner sends it to your sales leaders. A person who is a VIP by C-level title alone does not set it off. The heads-up is being switched on for workspaces in stages; until it reaches yours, account owners are not told, and VIP care settings says so. To stop the email for yourself, turn off Customer care alerts in your notification settings; the bell still rings.

Settings, Sales and CRM, VIP care holds everything in one place: how many people are VIPs (past 5% of your contacts, or 3 people at one company, a new star asks for a short note), requests waiting, Current's suggestions, where stars come from, the account owner heads-up, and the full list of your VIPs. Tenant admins and service managers change it; sales leaders and people with Full CRM read it and decide requests.

• ＋The reply time you promised a customer never changes because someone is a VIP.
• ＋The priority on a ticket is never changed by a star, and nothing about priority is written to your PSA.
• ＋Only a service star a person set is ever written back to your PSA's VIP field, and only when your administrator turns write-back on. Account team stars never leave Current.
• ＋Customers never see the word VIP in anything Current sends them.