Offboarding Wizard

reassign every customer, task, and automation a teammate owns before they leave or change roles, all from one guided flow overview the user offboarding wizard is an admin only tool that walks you through everything a departing teammate owns inside your custify workspace and helps you hand it off in a single, controlled run when a csm leaves the company or moves into a new role, their account in custify still references them as the owner of customers, the assignee on open tasks, the sender on automated emails, and the recipient of personal dashboards and saved views the wizard scans for every one of these references, lets you pick replacements, and applies the changes in the right order, with the option to also deactivate the user as the final step this is for offboarding users of your custify workspace (your teammates), not for offboarding end customers from the platform use it whenever a csm, account manager, or admin in your team is leaving or changing roles the wizard covers the following in a single run customer ownership (the csm and account manager fields in companies) task assignees on open tasks task assignments embedded in playbooks docid\ kxg 2xmtb2n4rqnfqxsys and lifecycles docid\ vfjhgwehbj06yp9krkfoy email sender fields on playbook email steps personal dashboards and saved views in insights docid\ l5f889uafdivjfjco9x4k and the customer list view docid\ b4hjjnchqezbbdkvlbzw4 custom user type fields on companies (any custom attribute whose type points to a user) the wizard also surfaces items it cannot reassign automatically and asks you to acknowledge each group before continuing, so nothing gets quietly missed starting an offboarding run you start a run from the user detail page in settings users open the user you want to offboard and click offboard user there are two ways the wizard gets opened in practice you go to the user's profile and start it manually with the offboard user you try to set the user to inactive directly from settings users and the user still owns work custify will intercept the deactivation with a warning modal and offer to open the wizard instead if the user owns nothing, the deactivation goes through as usual without the modal once a run is in progress, the offboard user button on the same user's profile changes to resume offboarding so you can pick up where you left off if the most recent run for that user ended in partial completion or failure, a contextual banner appears on the profile linking you to the review screen custify tip decide your replacement assignments before starting the wizard lets you pick a default replacement per category (customers, tasks, email senders, etc ) and override it for specific accounts or items, so it helps to know up front who is taking over which book of business you cannot offboard yourself the offboard user button is hidden when you're viewing your own user profile, even if you're an admin ask another admin to run the wizard against your account the five step wizard the wizard is structured as five sequential steps you can move backward to revise earlier choices until you start the live execution, after which the run is locked step 1 impact scan the wizard scans your account and shows everything tied to the departing user, grouped into two categories will be reassigned (items the wizard can hand off automatically) and needs manual follow up (items you'll have to address yourself outside the wizard) for each group, you'll see a count and a detail table that paginates for users with large books of business this is also where you choose the execution mode for the run see the execution modes section below for what each one does step 2 reassignments for each "will be reassigned" category, you pick a default replacement user the wizard applies the default to every item in that category unless you override it the categories you'll see depend on what the departing user actually owns they include customers (csm and account manager fields) open tasks assigned to the user playbook task assignments (tasks that get auto created when a customer enters a playbook step) lifecycle task assignments (tasks that get auto created when a customer enters a lifecycle stage) playbook email senders (the "from" user on email steps) personal dashboards and saved views custom user type fields on companies for each category you can set a default replacement that applies to every item in that group open the detail table and override the replacement for specific accounts, tasks, or items sort and search within the table to find specific records custify tip for email senders inside playbooks https //kb custify com/playbooks , make sure the replacement user has a valid sender setup (mailbox connected, signature configured) before you confirm the wizard does not migrate the departing user's mailbox or signature to the replacement, only the reference to who should be the sender step 3 future impact checks this step lists items the wizard does not auto fix and asks you to acknowledge each group before you can continue the categories are pending approvals the departing user has in the approval flow queue ( touchpoints pending approval https //kb custify com/touchpoints ) scheduled emails the user queued for future delivery connected mailboxes (gmail, outlook) belonging to the user signatures configured for the user api tokens issued to the user for each group, the wizard shows a count and a deep link to the relevant settings area so you can resolve them in another tab you then tick the acknowledgement checkbox for that group to confirm you've handled it (or that you've consciously decided to leave it as is) the continue button stays disabled until every acknowledgement checkbox on this step is ticked this is intentional you're confirming you've seen each warning, even if you choose not to act on it do not skip the api tokens warning lightly if the departing user has personal api tokens still active in your account, those tokens will keep working even after the user is deactivated revoke them in settings developer before you complete the run step 4 review & confirm the review step gives you a clear preview of what will change and what stays untouched you'll see the execution mode that will run a category by category summary of reassignments (counts of items per replacement user) the acknowledged manual follow up items the exact list of steps the wizard will execute, in order required checkboxes at the bottom of the screen gate the start button after you click start , a final confirmation modal asks you to confirm the run before the live execution begins step 5 execution progress once the run starts, the execution screen locks in place and shows each step progressing live every reassignment step is shown with its current state queued — the step has not started yet running — the step is in progress completed — the step finished successfully failed — the step encountered an error and is reported with an inline message you cannot navigate away from the wizard while the run is executing if your browser tab loses its real time connection, the ui falls back to polling and continues updating the step states within a few seconds when the run finishes, a banner at the top of the screen summarises the outcome (success, partial completion, or failure) and links you to the user's profile or to the review screen for any failed items customer owner changes and task assignment changes appear automatically in each company's activity timeline using the standard activity logging observation two admins cannot run parallel offboardings against the same user if a run is already in progress and another admin clicks offboard user on the same profile, they're shown the existing run rather than starting a second one execution modes you choose between two execution modes on the impact scan step the mode determines what happens after all reassignment steps complete execute and deactivate — runs every reassignment step and then sets the user to inactive as the final step use this when the teammate is leaving the company or otherwise losing access to your workspace deactivation only happens after every reassignment step completes; if any step fails, the deactivation is marked "not run" and the user stays active so you can review and retry execute only — runs every reassignment step but does not deactivate the user at the end use this when the user is changing roles internally and needs to keep their seat (for example, moving from a csm role to a sales role and handing over their book of business) when the run finishes, you'll see a final reminder that the user is still active and a pointer to settings users if you decide to deactivate them later custify tip if the user is already inactive, the execute and deactivate option is hidden and execute only is pre selected there's nothing to deactivate, so the wizard simply reassigns whatever the user still owns manual follow up items the wizard does not auto fix some categories of work cannot be safely reassigned by the wizard and stay your responsibility the future impact step surfaces each of these groups with counts and deep link buttons, and gates the continue button on your acknowledgement the categories are pending approvals — emails the departing user has queued in the touchpoints docid 38c6yictqchijn1v4i7gg pending approval view reassign or approve them yourself before continuing scheduled emails — emails the user has scheduled for later delivery decide whether to send them on the user's behalf, reschedule them under a new sender, or cancel them see sending bulk emails docid\ wz8yjkims upwo4mh7ick for context on how scheduled emails work connected mailboxes — gmail or outlook mailboxes the user has connected disconnect them in settings email before deactivation if the mailbox should not keep syncing signatures — email signatures the user has configured these belong to the user and won't transfer api tokens — personal api tokens the user has generated revoke them in settings developer if you don't want the tokens to keep working after deactivation acknowledging a group is a confirmation that you've reviewed it, not a guarantee that you've fixed it treat the acknowledgement step as a checklist, not as automation resuming and reviewing past runs offboarding runs are persistent if you start a run, configure reassignments, and close the wizard before clicking start , the wizard saves your progress the next time you open the user's profile, the offboard user button is replaced with resume offboarding and you can pick up where you left off after a run completes, the user's profile shows a contextual banner if the run finished with partial completion or failure the banner links to a review screen listing the failed steps with their inline error messages so you can decide what to retry manually activity entries for successful reassignments appear in each affected company's timeline as part of the standard customer 360 profile https //kb custify com/customer 360 profile activity feed permissions and self offboarding the wizard is admin only non admin users do not see the offboard user button on user profiles, and the wizard route is not accessible to them roles and permissions are configured in settings roles & permissions and follow the same admin model as the rest of the settings https //kb custify com/settings module self offboarding is disabled even if you're an admin, you cannot run the wizard against your own user ask another admin in your workspace to offboard you this safeguard exists so an admin cannot accidentally lock themselves out of their own account mid run observation the wizard is available automatically to admins in any workspace there's no setting to enable or disable it, and no customer setup required it only runs when an admin manually starts it from settings users