Client & User Offboarding

This article is for: SideDrawer Console users

If you offboard a client, you can choose what happens to their SideDrawer.
As the owner of the environment, you have control over the SideDrawer and its contents.

When you part ways with a client, you have 3 options for their SideDrawer:

Transfer the SideDrawer to the client
Delete the SideDrawer
Retain the SideDrawer

Q: Why can't I just delete a user's SideDrawer account, if I was the one who invited them?

A: The user's account gives them access to the SideDrawer platform - that access can include SideDrawers in your environment, as well as in other environments (for example, if they were invited to a separate SideDrawer where they receive quarterly statements from investments), SideDrawers that they were invited to by family members or contacts, or personal SideDrawers that they use to manage their own files.

You can remove a user's access to your Console and to SideDrawers in your environment, but you can't delete their entire account, since it may relate to access outside of your business

1. Transfer the SideDrawer to the client

If you're on a per-license subscription, you can remove the license from the SideDrawer
The SideDrawer will then convert to a personal SideDrawer owned by the client, and will no longer count toward your total licenses

If you're on a per-user subscription, you can present the client with the option to take over the SideDrawer
If the client wants to take up that option, contact us at [email protected], and we will get the SideDrawer converted to a personal SideDrawer
The SideDrawer will be removed from your environment, and the client will take it over with a free SideDrawer subscription (or a Premium subscription if they want the more advanced features)
Once that conversion is complete, you will no longer have access to the SideDrawer, and it will no longer count toward the maximum SideDrawers for your environment.

Before initiating that process, make sure to remove any files that belong to you and should not transfer to the client!

2. Delete the SideDrawer

You can simply delete the SideDrawer and all its contents.
Once deleted, the SideDrawer will no longer count toward the maximum SideDrawers for your environment.

This can be a good option if there are proprietary materials in the SideDrawer that should not be transferred to an offboarded client.

To delete a SideDrawer, go to Accounts > SideDrawers in your Console, click on the 3 dots to the right of the SideDrawer name, and select Delete this SideDrawer from the menu:

You'll get a pop-up showing the SideDrawer name and asking you to confirm.
Make sure you've got the right SideDrawer, then click DELETE.

Make sure to download any files you need before deleting the SideDrawer!

Q: I deleted my client's SideDrawer - why do I still see their name & email in the Clients & Users menu?

A: This is a historical record, showing that this user was at one time invited to your environment.
They don't have access anymore, but their name & email remain as a record, in case you need to look them up for financial or compliance audits

3. Retain the SideDrawer

You can simply keep the SideDrawer as part of your environment, but remove the offboarded client from the Collaborators list.

Retention can be a good option if there are files that you need to maintain for compliance purposes.

To remove the offboarded client, select Collaborators from the left-hand menu in the SideDrawer, click on the 3 dots to the right of the client's listing, then select Delete all permissions for this Collaborator from the Actions menu:

You can also edit the SideDrawer name, to indicate that the client is no longer active

Deceased Clients

In the case of a deceased client, there are 2 elements to the process:

Legal/admin - confirming that the client is deceased, determining a next-of-kin, power of attorney, executor, etc.
System - deciding what to do with the client's SideDrawer, and following the steps in the platform

The legal/admin steps would be based on your internal process, in conjunction with whatever laws and industry regulations are relevant

On the system side, the options are broadly the same as the offboarding choices above.

If you are concluding your business' relationship with the client and their files, you can transfer ownership of the SideDrawer to the next-of-kin/executor/power of attorney.
For a per-SideDrawer subscription, simply remove the license from the SideDrawer - you may need to engage our Support team, or put us in touch with the next-of-kin/executor, so we can help them switch the ownership of the SideDrawer

For more details on managing SideDrawer licenses

For a per-user subscription, please engage our Support team at [email protected], and we will transfer the SideDrawer from your environment to the SideDrawer-branded environment
If the loss of the client means you no longer need to maintain the SideDrawer, you can delete it from your environment, using the controls in the Accounts > SideDrawers menu in your Console
If you retain the SideDrawer, you can use the Collaborators menu to remove the deceased client from the Collaborators list, and add the next-of-kin, executor, or POA so that they have access to the required files.

For more details on managing Collaborators and permissions

You may also wish to change the name of the SideDrawer, for example, from "Client Name" to "Estate of Client Name"

Removing an Admin User or Advisor

Admin Users have access to your Console, and may have access to multiple SideDrawers, but usually don't have a SideDrawer of their own

Advisors usually have access to multiple client SideDrawers, without having a SideDrawer of their own

Both Admin Users and Advisors may also be members of Teams

Removing Console Access

This step will only apply to Admin Users (Tenant Managers or Brand Managers) and will remove their ability to access your Console
You will still need to follow the steps below to remove them from SideDrawers in the front end app

In your Console, go to Accounts > Admin Users, and locate the user you want to remove
Click on the 3 dots to the right of their name, and select Delete Management Role
In the pop-up, confirm that this is the right user, and select Delete to remove their admin access

Removing Team Access

If your Admin or Advisor was part of a Team, you can remove them from the Team in your Console, which will remove their access to any SideDrawers that the Team is linked to

In your Console, go to Accounts > Teams
Choose the Team you want to edit, click on the 3 dots to the right, and select View Members
Select the user you want to remove, click on the 3 dots to the right, and click Remove Member
In the pop-up, click Remove to confirm
If the user is part of multiple Teams, repeat these steps for each Team, to remove the user's access

Removing Front-End Access

These steps will help you identify a user's access to SideDrawers, as Owner or Collaborator, and remove access as needed

In Accounts > Clients & Users, click on the 3 dots to the right of the user you want to remove, and select View Details
This will take you to their Details screen, where you can see all SideDrawers that this user has been invited to, as well as their status (Collaborator or Owner) and their permission (Record or SideDrawer, Editor, Contributor, Viewer, etc.)
To remove the user from a SideDrawer, click on the 3 dots to the right, and select Manage SideDrawer Collaborators
You will be navigated to the Collaborators menu of that SideDrawer, in the front-end app
Note: You need to have Collaborator access to the SideDrawer for this step.
If you don't have access, click on Collaborate with this SideDrawer - this will add you as a SideDrawer Editor (you can remove the permission later if needed)

In the Collaborators menu, click on the 3 dots to the right of the user you want to remove, and select Delete all permissions for this Collaborator
Make sure you've selected the right Collaborator, then click Delete to confirm
If the user has access to multiple SideDrawers, repeat these steps for each SideDrawer, as needed

Note that in this example, in Step 3, the user has multiple permissions in the same SideDrawer (Viewer access for the whole SideDrawer, and Editor access on 2 Records)
In these cases, all 3 permissions are removed at once when the user is deleted from the Collaborators menu
1. If the user is the Owner on any SideDrawers, that access can't be removed from the Collaborators menu
  If you're on good terms with the user, they can transfer ownership of the SideDrawer to you or to a different admin, using the Manage SideDrawer options
2. Otherwise, please contact us at [email protected], and our IT team will process the ownership transfer

If you offboard a client, you can choose what happens to their SideDrawer.As the owner of the environment, you have control over the SideDrawer and its contents.