Touchpoints
Touchpoints record communication between the organisation and the volunteer.
📌 Note: NB Volunteers cannot see a touchpoint on their record and would only see touchpoints on another volunteer's record if they'd been given manager permissions.
Use touchpoints to log calls, individual or group meetings, emails sent via another system and even SMSs to your volunteer's record. You can also save a message, sent from Assemble, as a touchpoint.
There are also some actions done against the users that add a touchpoint in the background, e.g. when a user is put on hold, or a leaving process is initiated.
Touchpoints added to the application during the recruitment process will show on the User details page of the volunteer's record once they start. However, a touchpoint added to the user record will not show on the application screen.
Click the Add Touchpoint link at the top of the user record and select from the drop-down options the relevant touchpoint you want to add and follow the onscreen instructions.
You can edit a touchpoint that you've added for up to four hours after you created it. If you want to make changes after that you can log a comment instead. You can also add a comment to a touchpoint added by someone else.
Touchpoints cannot be deleted but you can archive them to hide them in the timeline.
There are additional options available when adding a touchpoint:
Set reminder: On the set date, you will get a notification and the title of the touchpoint will be visible in your dashboard's reminders.
Mark as private: Touchpoints are completely hidden rather than being simply locked to another manager. However, the permission settings for your organisation, your position in the team hierarchy as well as that of the other manager all affect this. Those above you in the team hierarchy will see touchpoints marked as private.
Mark to team history: Particularly relevant if you have had a meeting. Selecting this option shows the Touchpoint team's history. You should only mark a touchpoint to the team history if it's relevant for the team as a whole. The touchpoint will not be added to the individual records of the team members, only to the team history itself.
Upload a file: Useful to store the agenda or minutes of a meeting, or a letter sent to volunteer.
Archive a touchpoint: Touchpoints are removed from the overview on a volunteer's record, but they can still be shown in search results if you click to include it.
Notes
You may need to use notes to provide background or important information about a volunteer rather than recording communication with them.
Notes can normally only be edited or deleted for up to four hours after created, although this will depend on your organisation's settings; there is also a comments option.
Pinned notes will always show at the top and will add a blue dot on the Notes tab to draw attention to an important note being there. Only one note can be pinned at any one time.
Marking a note as private or to a team works the same way as touchpoints. The print option is not available for private notes.
📌 Note: Notes and touchpoints are part of a volunteer's management record so that the volunteers won't see them. However, other managers or team leader may have access to them depending on their permissions.
Personal details
Fields on the user personal details tab can be edited by managers - although you will not be able to edit the date of birth if you only have permissions to view the birthday for a volunteer.
Custom fields for your organisation are at the bottom of the Details screen. The fields shown will depend on the role of the volunteer and the permissions you have to see or edit them.
🤓 Tip: Volunteers can see the Details tab in their user profile. However they cannot make changes to their first name, surname, date of birth, or start date. These are key identifiers so only managers can change them for security reasons.
Further information on user details
See below our other guides on user details 👇