What is this alert?
You may have noticed a new yellow banner appearing in your inbox when viewing certain conversations. This alert warns you that the contact you're about to message already has an active task in a different account.
For example, you might see something like:
Contact (555) 123-4567 is associated with Task #ORT-42 in Downtown Clinic. Replying from here will send the message from Main Office, which may cause confusion for the patient.
Why does this matter?
When a patient has an ongoing task (e.g., an appointment follow-up, a pending form, or a scheduling request) in another account, they are expecting communication from that account. If you reply from a different account:
The patient may not recognize the sender. They could think the message is spam or from an unknown business, and ignore it.
It breaks the conversation continuity. The patient's reply will come back to the account you sent from, not the one managing their task — creating a fragmented conversation thread.
It can lead to duplicate or conflicting actions. Two accounts may unknowingly work on the same patient request, causing double-bookings or contradictory information.
What should I do when I see this alert?
Switch to the correct account before replying, so the message is sent from the account the patient expects.
Coordinate with the team managing the task in the other account if the patient needs attention from both locations.
If you must reply from the current account, be aware the patient might be confused — consider identifying yourself clearly in the message (e.g., "This is Main Office reaching out regarding...").
When does this alert appear?
The alert only shows when all of the following are true:
The contact has an open task in a different account within your organization.
Your account has the cross-account task check enabled.
Task workflow mode is set to "User."
If you have questions or need the feature enabled/disabled for your account, reach out to your administrator.