Kaizan is your central repository for ALL client communication. It's set up to automatically assign communication so you don't have to do anything, but you can also manually assign if you'd like.
1) Auto assignment based on email domain
When you first log in to Kaizan, your client dashboard should be populated with some accounts - if it's not, reach out to us so we can set some up for you!
When a client is identified in Kaizan, all correspondence from this email domain (both calls and emails) will be automatically assigned to that client page.
For example, any interaction with a stakeholder from @kaizan.ai would move a call or email thread into the Kaizan client page.
All communication without a client domain will land in the private “Your Calls” or “Your Emails” section. Only you can see these calls/emails. You can access this area of the app via the left-hand side menu panel.
2) Auto assignment based on individual email addresses
However, if you're working with a single client on different brands, where the email domain of the client stakeholders is the same but they all represent different accounts, there's another option.
We can automatically assign communication by individual email addresses - just let us know which stakeholders are linked to which brand.
Then, any calls/emails from Stakeholder A would automatically assign to Brand A's folder, and vice versa for Stakeholder B and Brand B, even if they have the same email domain.
stakeholderA@clientdomain.com -> automatically assigned to Brand A
stakeholderB@clientdomain.com -> automatically assigned to Brand B
3) Project IDs
You can also add a Project ID to any existing folder (client, supplier, or internal). This allows you to automatically assign calls to internal folders, as well as making it easier to separate and track work across multiple projects with the same client.
How it works:
> Any call or email with a matching subject line (e.g. "PROJ-123") is automatically assigned to that folder.
>Project IDs will take priority over client domain matching. Therefore, if a call/email has a recognisable project ID, it will move into this folder.
>This will allow you to track CSAT — and soon to be CARE Scoring — across specific projects, rather than an entire client, so you can dig deeper into what's specifically affecting the client relationship.
>You can also use this to track different brands or clients who share a client domain.
>To set one up: open a folder → Edit → Comms Assignment → enter your Project ID. Each Project ID must be unique and a folder can only host one ID, but subject titles don't have to only contain the ID e.g. "Monday Catch UP PROJ-123" would still tag under the "PROJ-123" folder.
>Nothing changes for existing client folders unless you add an ID.
4) Manual assignment into folders
As a final option, you can also manually assign calls and emails.
For example, a client stakeholder may represent 2 or more different brands/client accounts but have only one email domain.
Here, you can move calls/emails yourself into the appropriate folders.
Navigate to the meeting overview and hit the red "Edit" button in the top right. Hit the dropdown under "Assign to Client", select a different folder or client, and hit the green "Save" button to move the meeting.
You can read more about creating folders here: https://help.kaizan.ai/en/articles/11132481-creating-folders-and-changing-visibility