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 on a different account.
For example, you might see something like:
The contact (555) 123-4567 is associated with Task #ORT-42 at Downtown Clinic. Replying from here will send the message from Main Office, which may confuse the patient.
Why does it matter?
When there is a task in progress on 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 the continuity of the conversation. The patient's reply will arrive at the account you sent from, not the one managing their task — creating a fragmented conversation thread.
It can generate duplicate or contradictory actions. Two accounts could unknowingly work on the same patient request, causing double-scheduling or conflicting 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 on the other account if the patient needs attention from both locations.
If you must reply from the current account, be aware the patient may be confused — consider identifying yourself clearly in the message (e.g., "We are contacting you from Main Office regarding...").
When does this alert appear?
The alert only shows when all of the following conditions are met:
The contact has an open task on a different account within your organization.
Your account has cross-account task checking enabled.
The task flow mode is set to "User."
If you have questions or need the feature enabled/disabled on your account, contact your administrator.