Share a playbook

Share a playbook with a contact

1. Open the playbook and go to the Team tab.
2. Click Add member and choose Customer contact.
3. Pick the contact under Select customer contact and click Add.
4. If the contact has no portal account yet, or this is the first time you share the playbook, the Share with your customer window opens:
   • Contacts listed under New portal account “will receive an invitation to set a password”.
   • Under Visible tasks, tick the tasks your customer may see, or Select all. “Tasks assigned to a customer contact are always visible.” This part appears only the first time you share.
5. Click Share playbook.

What the contact receives:

• No portal account yet: an email to set a password. After that they sign in to their portal.
• Already has a portal account: an Invited to playbook notification, and the playbook appears in their portal.

If the playbook is already shared and the contact already has an account, step 4 is skipped: they’re added straight away.

Caution

You can’t invite someone whose email belongs to a user of a CustomerCatalyst organization (“This email belongs to an internal account”). CustomerCatalyst also checks that the email address can receive mail; if not, you see “Check the contact’s email”. Fix the address on the contact and try again.

Once it’s shared

A banner on the playbook says Shared with your customer: “Customer contacts on the Team tab can see visible tasks, messages and files.” It has two buttons, Preview customer view and Stop sharing.

Customer contacts show on the Team tab next to your colleagues.

Choose what your customer sees

Everything starts hidden. You open things up one by one. Items your customer can see carry a Shared tag.

What	How to make it visible
Tasks	In the task form, turn on Visible to customer (“Show this task in the customer portal”), or use Show to customer / Hide from customer in the task’s menu. A task assigned to a customer contact is always visible. A playbook template can mark tasks visible in advance; see Playbook templates.
Messages	On the Discussions tab, Visible to customer is on by default once the playbook is shared. Turn it off “to post an internal note that only your team can see.” Internal notes are marked Only your team and highlighted.
Files	When you upload on the Files tab, turn on Visible to customer (“Your customer can view and download this file in their portal.”), or use Show to customer / Hide from customer in the file’s menu.

Messages posted before the playbook was shared stay internal.

Preview what your customer sees

Click Preview customer view in the banner. You see the playbook as your customer does, read-only. Click Exit preview to go back.

Remove one contact

On the Team tab, click the remove icon next to the contact and confirm with Remove. “They’ll lose access to this playbook right away. Everything they added stays.”

Stop sharing

Click Stop sharing in the banner and confirm. “Customer contacts lose access right away. Tasks, messages and files stay in the playbook, and you can share it again at any time.”

Deleting a playbook also removes your customer’s access to it.

Invite a contact without a playbook

You can give a contact a portal account before sharing anything:

1. On the customer’s page, open the Contacts tab.
2. Open the contact’s menu and click Invite to portal. It shows for contacts with an email address and no portal account.
3. Click Send invitation.

The contact gets an email to set a password. “Access to projects is granted separately, from a playbook’s Team tab.” Contacts with an account are marked Portal user in the contact list.

To take away a contact’s access to every shared playbook at once, use Remove access in the contact’s menu. “Their account stays, and you can invite them again at any time.”