What is this alert?
You may have noticed a new yellow banner in your inbox when viewing certain conversations. This alert warns you that the contact you are 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 confuse the patient.
Why does it matter?
When a task is in progress in another account, the patient expects to receive 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 conversation continuity. The patient's reply will go 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 could unknowingly be working on the same patient request, causing double scheduling 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 that the patient could be confused. Consider identifying yourself clearly in the message (for example, "We are contacting you from Main Office regarding...").
When does this alert appear?
The alert only appears when all of the following conditions are met:
The contact has an open task in a different account within your organization.
Your account has cross-account task verification enabled.
The task flow mode is set to "User."
If you have questions or need the feature enabled/disabled for your account, contact your administrator.