Client Management

Contents

Adding a client

Adding a client in Infinite (tech-only):

Adding a client is simple. From most places in the platform, you will see a blue button in the top bar near your profile. It will take you to Client and User Management, where you can add your client:

You can also go directly to Client and User Management if you prefer. Once there, you will see a green button:

Simply click the Add Client button, and follow these simple steps:

STEP 1: Enter client details (QBO or Xero)

Input the client's details, including their name, primary and secondary industry, accounting software, and primary point of contact. You may add a user already in the system as your point of contact, or select "Invite New User" from the dropdown menu when adding your client, if that user isn't currently in the system.    

If the client is a DBA, you may also add that name.    

If your client is on a QBO or Xero ledger, you may now proceed to Step 2. If the client is on another ledger, proceed to the note below.   
 

 

 

STEP 2: Connect the client's general ledger (QBO and Xero only).

If your client's GL is QBO or Xero, connect their GL to the platform. Select their accounting software, then click the button to visit the GL and connect it to the system

Once connected, you'll receive the following notice:

STEP 3: Connect the client's accounts.

1. You'll connect the client's financial institutions in this step, choosing between using Smart Connect or GL Automation. The best use case for each is laid out for you as shown below.
   
   
   
   
2. Choose the accounts that will use Smart Connect, and the accounts that will use GL Automation, if applicable. When selecting GL Automation, you will also need to choose the accounts that will temporarily hold transactions for the AI to process. For Smart Connect accounts, you'll need to press the blue Connect button to connect the institutions to Botkeeper, or choose to request a connection via Smart Link using the Request Connection button. 
   
   
   
3. When connecting the account, click the Next button to accept the terms and conditions, and advance to authenticating the account connection.
   
   
4. Once you have connected all accounts, proceed to step 4.

STEP 4: Customize AI

Customize how Botkeeper Infinite uses the information in the GL to build the machine learning model. Use all the data available in the GL, or specify the dates the model should use to train on. You'll answer the two questions shown, then identify:

• Accounts you would like the machine to omit learning from in your client's GL.
• A materiality threshold that if met or exceeded will require that transaction to be manually reviewed before posting to your client's GL.
• Who transactions should be sent to for review; if left blank these transactions will require a proactive review as no one will be notified that these transactions are sitting in the Needs Review tab.

Once the above settings are completed, click the Done button.

Click Done, and you've done it!

 

Adding Services:

Botkeeper's Dedicated Accountants offer multiple services to your firm that you can use across your Botkeeper clients. To learn more, visit this article.

Viewing and editing client details

Once you've added a client successfully, you can return to view all their details and make any changes at any time by doing the following:

1. Select the client on the left navigation.
2. Click Client & User Management.
3. Click the Details tab.
4. Review the information. If you wish to make changes either to the Client Details of Accounting Software sections, click the blue Edit text in the upper right corner of each section.

Finding a client

If you've already checked the fridge and under the couch, your best bet for finding a client that's already been added to the platform is to use the Navigate by Client field found at the top of the left navigation.

Terminating a client

Your client’s package will determine the steps you need to take to terminate them from the platform:

• Infinite
• Infinite+ or legacy packaging 

Infinite

To terminate an Infinite client take the following steps:

1. Click on Client & User Management.
2. Click on the Clients tab; if you are not already there.
3. Click on the client name you would like to terminate.
4. Click on the Terminate Client button in the upper right corner.
5. A Terminate popup window will appear: 
   1. Use the drop down to answer the following questions:
      1. Do you want to terminate now or after the months’ books are closed?
      2. Termination reason
   2. Enter your Signature for acknowledgement.
6. Click the Terminate button.
7. A popup window will appear alerting you:

We're sorry to see this one go!

With the termination of this client, you are now able to add another one to the platform. If you do not have one and would like to adjust your bill, chat with us in the lower right or submit a request to our team via ticket.

You have now successfully terminated your client from your platform.

Note:  You will have 90 days from the date of termination to:

• Download items from your client portal before they are purged from the portal; unless you choose to delete your client’s data immediately.
• Cancel the termination should you decide to resume service — if 90 days have passed, you will be required to rescope the client.

 

Infinite+ or Legacy Packaging

To terminate an Infinite+ or legacy package client take the following steps:

1. Click on Client & User Management.
2. Click on the Clients tab; if you are not already there.
3. Click on the client name you would like to terminate.
4. Click on the View Scope button in the upper right corner.
5. When the scoping tool window appears, click on the Action button.
6. Select the Terminate option in the drop down.
7. A Terminate popup window will appear: 
   1. Use the drop down to answer the following questions:
      1. Do you want to terminate now or after the months’ books are closed?
      2. Termination reason
   2. Enter your Signature for acknowledgement.
8. Click the Terminate button.
9. A popup window will appear alerting you:

We're sorry to see this one go!

With the termination of this client, you are now able to add another one to the platform. If you do not have one and would like to adjust your bill, chat with us in the lower right or submit a request to our team via ticket.

You have now successfully terminated your client from your Partner portal.

Note:  You will have 90 days from the date of termination to:

• Download items from your client portal before they are purged from the portal; unless you choose to delete your client’s data immediately.
• Cancel the termination should you decide to resume service — if 90 days have passed you will be required to rescope the client

To cancel a client termination

There may be various reasons you want to reverse a client termination; such as, but not limited to: 

• You made a mistake and didn’t mean to terminate it
• Your client may have decided not to churn from your firm 
• You need further assistance supporting the bookkeeping of your client and you learned Botkeeper can provide the service 

Regardless of the reason it is advisable to reach out and discuss the change with your accounting manager to ensure it doesn’t negatively impact your contract.

Note: you can only cancel a client termination within 90 days after the termination date. To calculate the final date a client can have their termination canceled, take the termination date and add 89 days.  For example, if the termination date is January 1, 2024, then the last date you can process a client termination cancellation would be March 30, 2024.

To cancel a client termination take the following steps from Global View (no client selected):

1. Click on Client & User Management.
2. Click on the Clients tab; if you are not defaulted there
3. Click the client on the list—they will have "Terminated" showing in the Status column. Note if 90 days have passed since termination, you will be unable to reactivate a terminated client.
4. You should be taken to the Details tab, where you will click a green button in the upper right corner labeled "Reactivate Client."

You have now successfully canceled the termination of your client from your Partner portal.

To cancel a client termination from Client View (you have already selected a client on the left navigation)

1. Go to Client & User Management.
2. Click on the Details tab.
3. Click the Reactivate button.
   Note this button will not appear if the client was terminated more than 90 days ago.

To immediately delete client data (Infinite only)

If you take no action, terminated clients' data is removed after 90 days. Or, you can choose to delete it immediately using the Delete Client Data button shown once you confirm termination and select a reason:

To reactivate a client (Infinite only)

If the client has been terminated within the past 90 days, they can be reactivated. After 90 days, they will be purged from the system and must be added as a new client. To reverse a termination:

1. Select the client using the left navigation, or visit the Clients tab in  Client & User Navigation (note you will not see this tab if you already have a client selected).
2. Click the Reactivate Client button in the upper left corner:
   
   
3. You'll see a pop-up screen similar to what's shown below. It will remind you of your firm's number of available licenses. If you have no more licenses available, you can add more from here if you have permission. If you have an available license, simply click Reactivate, and your client will again be available on the platform.
   
   

FAQs

How do I connect a client's GL if they've already been added?

1. Navigate to Client & User Management. 
2. Click the Clients tab.
3. Click the Client you want to connect.
4. Click the Edit button in the Accounting Software tile. 
5. Click the Connect to* button.
6. A popup window will appear for you to:
   1. Follow the onscreen prompts to select the client you want to connect; and
   2. Authenticate your client 
7. Once connected, you will be brought back to your portal and the Accounting Software tile will be updated to reflect what client you connected.

If I add a new user to my SSO, will they be added to Botkeeper automatically?

Yes! The new user will be automatically added to the platform the first time they attempt to authenticate and log in.

• All new users added via the SSO integration to Botkeeper will be assigned a user role of Partner Ops, and no clients assigned by default.
• A firm administrator can change the user’s access and assign them to clients once the user is in the platform.

We've white-labeled our portal. Can our clients see anything about Botkeeper if we've invited them in?

If your client clicks on the Terms of Service and Privacy Policy links, they will see Botkeeper mentioned.  While we make every effort to conceal the Botkeeper name from your clients, the law requires us to identify ourselves in our Terms of Service and Privacy Policy.