Updating | Correcting Information
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      2. Updating | Correcting Information

      Adding Approved Contacts

      Process

      • Get authorization before adding anyone new
        • Verify current approved contacts: Check the student’s account (Portal/SF Itinerary page) to see who is already listed as an approved contact.
        • If the requester is not approved:
          • Do not share account details.
          • Let the requester know they’re not currently an approved contact and that you’ll reach out to the existing approved contact(s) for authorization.
          • Log the request in HubSpot (date/time, requester’s name, relationship, email, phone).
        • Email the current approved contact(s) for permission: Ask if they would like to add the requester as an approved contact. Request written confirmation and include the requester’s full name, relationship to student, email, and phone.
        • If authorization is granted (in writing): Proceed with the standard “Add Parent 2 / Approved Contact” workflow:
          • First, try updating the info in the client Portal under Profile (this should sync to the SF Itinerary page).
          • If the SF page doesn’t update, add the contact under Approved Contact.
          • If the Approved Contact section is full and Parent 2 is open, create a task for HL to update Parent 2 with name/email/phone.
          • If a 4th person is approved, pin a note in HubSpot at the top of Parent 1’s page with the new approved contact’s details.
        • If authorization is denied: Politely inform the requester that we cannot add them or share information without approval.
        • Confirm & document: Send confirmation to the approving contact (and the new contact, if added). Document the authorization and updates in HubSpot/SF (attach the email approval).

      Template to the unauthorized requester:

      Hi [Name],

      Thanks for reaching out. You’re not currently listed as an approved contact on [Student Name]’s account, so I’m unable to share details at this time. I’ll contact the approved account holder to request authorization to add you. I’ll follow up as soon as I have an update.

      Template to the current approved contact

      “Hi [Approved Contact Name],

      [Requester Name] ([relationship]) has asked to be added as an approved contact on [Student Name]’s account. Can you please confirm whether you would like us to add them as an authorized contact?

      Once we have your written authorization, we’ll update the account and include them on key communications.

      Please let me know if you have any questions.

      Best,