Agency Workspace is available to our Management System users. The Agency Workspace is designed for agency-wide collaboration, to keep everyone within an agency on track with common goals and to ensure important tasks don’t fall through the cracks. 


In this article, we cover everything you need to know about creating notes and tasks for documenting on a customer account. We also cover where to find notifications, alerts, the Task List, and check out the Agency Activity and Agency Tasks pages. 


TABLE OF CONTENTS

Check out our video if you'd like to watch and follow along!


Did you know? - You can click on the images in our articles to make them bigger!

Notes


Notes ensure that important information is documented for errors and omissions purposes because of this notes cannot be deleted once entered nor can they be moved from one customer account to another.

To Add a Note in EZLynx, click the Add Note icon (paper with a plus symbol) in the Agency Workspace, located in the upper right-hand corner of your account. You can click on this icon from any page within EZLynx, and a pane will open on the right side. 

Finding Customer Account

Depending on if you are on a Customer Account or not will determine how the Add Note pane looks. 
  • While not on a Customer Account, the Add Note pane will have a Search Applicant bar. 
  • While on a Customer Account, the Add Note pane will pre-fill the Customer Account for you. However, you can always click into the search bar and find a different account if you need to. 


Add Note while not on a Customer AccountAdd Note while not on a Customer Account will show you a Search Applicant bar.
Add Note while on a Customer Account
Add Note while on a Customer Account will pre-fill the Customer Account for you.


Once you have found the Customer Account you want to add the note to, the next step is to find an existing Discussion to add to, or create a new Discussion from scratch. 


Discussion Title - Existing or New

In the Discussion Title field, you can look for an existing discussion to add a note as an update, or you could create a whole new Discussion. We recommend making specific Discussion Titles so that it's easier to find the right one when making updates to the conversation later on. 


  • To find an existing Discussion, type into the 'Search Discussions by Title' or 'Discussion Title' field. This will search through existing Discussions on the Customer's Account. If it finds a match, it will bring up a list of options. Simply choose the correct Discussion and it will open all the prior notes/tasks from this Discussion.
  • To create a new Discussion, type into the 'Search Discussions by Title' or Discussion Title' field. If there are no matches for an existing Discussion, you will not see a list of options to choose from and you can move on to next steps.


Type into the 'Search Discussions by Title' or 'Discussion Title' field to search for an existing Discussion and choose an option from the list.To create a new Discussion, type into the 'Search Discussion by Title' or 'Discussion Title' field and don't choose an option from the list.


Once you've either found your ongoing Discussion Title or created a new Discussion Title, you are ready for next steps which is to add a Note to the Discussion.


Adding a Note

In the 'Type your note here...' box, you can add in the details you want to add to the customer account. Perhaps you had a phone call with the customer you want to document, or perhaps you got an email from them with the answers you were waiting on and want to document them. 

Whatever you need to add, once you are done, make sure to click the Save button to add your note. Remember, notes cannot be deleted or moved for E&O purposes so be sure you are on the right account before clicking that Save button! But never fear, there are some double-checks we've put in place. Keep reading to learn more. 

To add a note, type into the "Type your note here..." box and click Save when you are done.



Doublechecking Account

To help make sure you are on the right account before you save a Note: 


If you have the Add Note pane open for a specific customer, let's say Customer A for example, but then navigated to a different Customer Account, say Customer B you will receive a warning message at the top of the Workspace to 'Reset' the Add Note pane so it will update to the current customer account you are on. 


If you are on a specific customer account while adding a note, but then navigate to another customer account you will see a warning message about resetting the Add Note pane.



When you see this warning, you have two options:


  • Reset the Add Note pane so that it updates the Customer Account it is looking at.
    • To Reset the Add Note pane:
      1. Click the Reset option next to the Save button. A Reset confirmation window will display.
      2. If you are ok with losing all the information currently entered into the note, click Yes. If not, click No.


Click the Reset option to reset the Add Note pane to look at the current customer you are on.


  • Save the note on the Customer Account you are NOT on currently.
    • If you do not want to change the customer account the Add Note pane is on, or lose the information entered, you must click the Save button which will save the note to the account listed on the Add Note pane on the right-side, not the applicant pane on the left-side.
    • Please note, you cannot manually change the account the Add Note pane is looking at while this warning is up without losing the information already entered. 


If you don't want to lose your progress, you must click Save with the understanding the note will be saved to the account in the Add Note pane, not the Applicant Pane.



Disable Double-Check Account Warning Message

If you do not want to see these warning messages on the Add Note pane when navigating from one Customer Account to another, you can disable this at a user-level in your User Settings. 


To disable the Double-Check Warning Messages: 


1. Click on your User Icon in the top-right. This will open the User Menu.

2. Choose User Settings. This will open the User Settings Page.

3. Navigate to the Preferences tab. 

4. Scroll to the bottom to find the Workspace Settings section. 

5. Check the box next to the 'Turn off Applicant Alert' option.

6. Once checked, click the Save button to update your preferences. 


With the 'Turn off Applicant Alert' checkbox checked, you will no longer receive warnings when you have the Add Note pane open and navigate from one Customer Account to another.


Click the User icon in the top-right, then choose User Settings.Navigate to the Preferences tab, check the box next to 'Turn off Applicant Alert'. Then, click Save.

Tasks


Adding a Task to a Note allows you to assign the task to a particular user at your agency. You can give it a due date/time, a checklist and even a reminder.


To add a Task to the Note: 

1. Click the Add Task icon (paper with a checkmark) which is the first icon under the "Type your note here..." box. By default, the Task will pre-fill you as the agent to be assigned the task. 

2. To change who is assigned the task, click, into the 'Assign this task' field and type the name of the user you'd like to change it to. Clearing out the current user, provides you with a list of users to choose from. 


Click on the Add Task icon (paper with checkmark) and use the 'Assign this task' field to choose which agent the task is assigned to.Clearing out the user in the 'Assign this task' provides you with a list of users to choose from.



Task Due Date and Task Due Time

You can also provide the task with a due date and due time. 


You have two ways to add a Task due date: 

  • You can type the date into the 'Task due date' field using the format dd/mm/yyyy. 
  • You can click on the Calendar icon on the right of 'Task due date' field and use the Date Picker to choose the date from a calendar.


You can also click on the Calendar icon next to the 'Task due date' field to choose a Task due date from the Date Picker.



To add a Task due time: 

1. Type into the 'Task due time' field using the format HH:MM AM/PM. 


To add a Task due time, you must type into the 'Task due time' field using the format HH:MM AM/PM.


Checklists

While you are adding a task, you can add a checklist to the task.  Checklists help to make sure tasks are completed the same way every time. 


To add a Checklist to a Task: 

1. Choose the Add checklist option. This will open the Checklist options. 

2. Type in the checklist item. To add more to the checklist, click the Add item option. You can have a maximum of 50 checklist items on one checklist.


Choose the Add Checklist to open the Checklist options.To add more checklist line items, choose the Add item option.


Best Practice Tip:  Instead of entering each Checklist Item every time, Agency Admins can make Checklist Templates. This will save time and reduce errors with common procedures. Check out our Management System - Settings Customization article to learn how!



Checklist Templates

If your Agency Admin has setup Checklist Templates, when you choose the Add checklist option, you will see a Checklist Template dropdown where you can see all the Checklist Templates available. Once you pick one, it will prefill the list underneath so you don't have to add each checklist line item manually.


Please note, you cannot make edits to a Checklist Template from the Add Note pane. To make any changes, your Agency Admin must make them on the Activity Settings page.  


Choosing the Checklist Template dropdown will display all the available Checklist Templates.Once you've chosen a Checklist Template, the system will prefill the list so you don't have to add each checklist item manually.



Mark things off the Checklist

Once you save the Note, you'll see the checklist. You can mark things off the list by editing the note. 


To edit the note: 

1. Click on the Edit this task icon (wrench) on either the Add Note pane, or the Activities tab on the customer account. 

2. Then, check the box next to the item you completed. You'll see the Checklist Status Bar updates. 

3. To save this change, you must add a note in the 'Task note...' box.

4. Then, click the Save button. 


To mark things off the checklist, you will need to edit the note. Click the Edit this task icon (wrench).Check the box next to the item. You must input a note in the Task note box and then click save to update the note.


Reminders

While you are adding a task, you can also add a reminder for the task. This is helpful to make sure nothing falls through the cracks while running your business. You can add a maximum of 10 Task Reminders per Task.


To add a Task Reminder:

1. Choose the Add reminder option. This will open the Task Reminder options.

2. The top checkboxes are to determine who should get the reminder notification. You can choose the Task Assignee, Followers, or yourself. We'll talk about followers a little later on in the article. You can choose multiple options. 

3. As with the Task Due Date/Time, you can choose a date and/or time for the reminder notification. They work in the same way as the Task Due Date/Time features. 

4. The bottom checkboxes are to determine what kind of notification will be sent. You can choose Email, Text, or In-App Notification. Just like with the top checkboxes, you can choose multiple options.


Please note, if your agency does not have our Text Messaging product enabled, you will not see the Text checkbox. 


Choose the Add reminder option to open the Task Reminder options.On a Task Reminder you can decide who should get the notification, what date/time should they get the reminder, and what type of reminder should they get.

Additional Features


After the Add Task icon, their are 5-6 more icons depending on if you have our Standard or Advanced Package.  

In order, you have: 

  • Add labels (price tag icon)
  • Toggle sticky note (thumbtack icon)
  • Add attachments (paperclip icon)
  • Associate to a policy (open folder icon)
  • Followers (people icon)
  • Create opportunity (briefcase icon) - Requires Sales Center product which is only in our Advanced Package.


List of the icons on the Add Note pane - Add task, Add labels, Toggle sticky note, Add attachments, Associate to a policy, Followers, and Create opportunity which is only available for our Advanced Package users.

Let's take a look at each of these additional features!



Labels

You can add Labels to a note which are great for additional tracking and reporting purposes for not only Notes & Tasks, but also Applicants, Documents, and Policies. Labels can be used to group like topics for better organization. 


To add a label to a note/task: 

1. Click the Add label icon (price tag). This will display the Label options. Please note, you will only see the Create a label option if you are an Agency Admin. 

2. Use the Activity Labels dropdown to choose from the labels available. 


Notice that labels available are organized by your Agency's Name or System. 

  • Any label under your Agency's Name are custom labels your Agency Admin has created. 
  • Any label listed under System are defaults that come pre-loaded in EZLynx to give you a starting point. 

Choose the Add label icon which looks like a price tag to open the Add Label options.Use the Activity Labels dropdown to choose the labels from the list to add to the note.

There is no maximum to the number of labels you can add to a note/task. Once you have added a label, you'll see it in the box with a small 'x' next to it. If you want to remove it, simply click the 'x' and it will be removed from the box. 


To finish adding the labels, make sure to press the Save button after you are done making your note/task. 


If you need to remove a label, simply click the 'x' next to the one you'd like to remove.



Sticky Notes

You can turn a particular note into a Sticky note by selecting the Toggle sticky note icon (thumbtack). This adds the Pinned Widget to the Overview page of a customer account and adds the note as a yellow "sticky note". This is super useful if you need to add some information to the account that should not go unnoticed. 


If you forget to turn the note into a Sticky Note turning creation, you can also enable it from the Activity Tab on a customers account by expanded the note and selecting the Toggle sticky note icon (thumbtack) on the right-side.



The Sticky Note contains the following information: 

  • The note contents
  • Who the note was created boy 
  • The date and time the note was created

The numbered circle next to Pinned on the widget shows how many Sticky Notes have been added to this customer's account. 

 


To remove a Sticky Note, select the Unpin Note icon (minus symbol) on the Sticky Note in questions. A confirmation window will display to make sure you do want to remove it from the Pinned section. 




Attachments

You can attach files to a note by selecting the Add attachments icon (paperclip) to a Note. You can attach files in a few ways: 


  • Select the Attach existing documents button to open a list of files in the customer's Documents tab.
  • Drag and Drop the files into the grey box.
  • Click the grey box to open your computer's file explorer. 
 


After you have attached a file to a note you can find it: 

  • On the note under the Activity tab of the account
  • On the Documents tab



Associate to a Policy

You can associate a note to a particular policy, by selecting the Associate to a Policy icon (open folder). Then, use the Select a Policy drop down to choose the policy to associate to the Note. 


Please note, if there are no policies on the customer's account, when you select the Associate to a Policy icon, a warning message will confirm there are no policies on the account and automatically deselect the Associate to a Policy icon. Please add, a policy to the account to use this feature. 




Followers

If multiple people need to keep an eye on the task or perhaps your boss as asked you to "cc" them on the task, you can add Followers to a note by selecting the Followers icon (people). All Followers will be kept up to date on the status and progress of a note/task. As we talked about in the Reminders section of this article, they are also able to receive Task Reminders via Email, Text, or Notification. 


To add a follower: 

1. Select the Followers icon (people). 

2. Type the name of the user you'd like to add as a follower into the Add Follower field. A list of potential matches will display. Select the user in question from the list. 

3. When you are done adding all the followers, select Close in the bottom-right.

4. You'll noticed the number next to the Followers icon updates based on how many users you added.


Please note, to be added as a Follower, the person in question must have an EZLynx Account at your agency. 


Notifications


Agency Workspace is a great collaboration tool to keep you up-to-date, in real-time, on everything you’re working on. Anytime a user comments or updates something you’re following, you will receive notifications. To find your notifications, click the Notifications (bell) icon on the top-right bar. 



To find a specific notification, you can use the Filters option at the top. 



Notice that different icon colors indicate different types of activity. For example, blue usually indicates a note and green indicates a task. Check out our Glossary of Icons and their Meanings article to learn more!



To get more context, you can use the quick links provided to perform various functions like viewing the task, and navigating to the customer's account.


To mark a notification as read you can: 

  • Click the 'x' to mark a single notification as Read
  • Select 'Mark all read' to mark all notifications as Read

To see read notifications, click 'Show read' to see notifications that have been marked as Read within the last 24 hours. 


Alerts

Alerts are found on the EZLynx Dashboard Home Page. Users receive Alerts here for activity relating to the Consumer Quoting portal, Client Center, or applicant Assigned Agent changes. 



Task List

To view all tasks created for one specific applicant, you can refer to the Tasks widget on the Overview tab.  You can click on the colors of the circle to see the tasks that make up that section, or you can click View All to open the Task List to see all the tasks associated to the customer's account. You can also click the list icon on the top-right bar to open the Task List pane. 


Tasks listed under the Customer Account Tasks could be assigned to various agents at your agency. Tasks are grouped by Due Date. Based on the current date, a task is either: 

  • Overdue meaning the task due date has past
  • Today meaning the task is due today
  • Upcoming meaning the task is due on the future
  • No Due Date meaning the task does not have a due date


 


To view all tasks that are assigned to only you regardless of which customer account they are for, change the dropdown to My Tasks. This will refresh the pane and show you all tasks assigned to you and grouped by Due Date like before.

Agency Activity and Agency Tasks


You can use the Agency Activity and Agency Tasks pages to see the notes and tasks for the agency as a whole. To access these pages, hover over the Dashboard icon (four squares) to open the Dashboard Menu. Then choose, either Agency Activity or Agency Tasks. 



Agency Activity

The Agency Activity page gives you the ability to view all activities for everyone in the agency. You can use the Search Field at the top to Search bar and Filters option to look for a specific Activity. Activities included in this list are: 
  • Notes
  • Tasks
  • Task Reminders
  • Emails
  • eSignatures 

Each Activity has a header that shows: 
  • the Discussion Title
  • the Customer's Name
  • the name of the User who created the Activity
  • the Date and Time the Task was created
  • any Labels or Associated Policies

You can expand the Activity to see the full discussion by clicking anywhere on the header. 




If you'd rather see the Activities in chronological order, you can change the view from Discussion to Timeline using the dropdown on the right side. 



Agency Tasks

The Agency Tasks page gives you the ability to view only tasks for everyone at the agency. You can use the Search Tasks and Filters options at the top-left to look for a particular task. The Agency Tasks pages shows the following information: 
  • Customer Name
  • Note inputted when the Task was created
  • Date and time the Task was created
  • Name of the User that created the Task
  • Due Date for the Task
  • Checklist Progress if applicable




You can edit a task from the Agency Task page by clicking the 'Edit this task' icon (wrench). This will open the Edit Task pane on the right-side and you can edit like you would from a customer account. 


We hope this training article was helpful in learning how to create notes and tasks for your customer accounts and understand how to view tasks from the Task List and for the agency as a whole. Please let us know if this article was helpful by answering the question below. Check out our related training articles on the right-side to learn more about how to master EZLynx!