Partner agencies

What you'll learn

• How to keep a record of the agencies you send work to, and give them appointments your interpreter team can't cover.

Who can work with partner agencies

Everyone who schedules can open partner agencies and assign their interpreters. Adding, editing, and exporting depend on your role.

Task	Owner	Admin	Manager	Scheduler
Open the list and a partner's page	Yes	Yes	Yes	Yes
Add a partner agency	Yes	Yes	Yes	No
Edit a partner agency	Yes	Yes	Yes	No
Export the list	Yes	Yes	Yes	No
See the Rate Card column	Yes	Yes	No	No
Assign a partner agency's interpreter	Yes	Yes	Yes	Yes

Add a partner agency

Add each partner once, before you need it on an appointment. Only the name is required.

1. Go to Team › Partner Agencies.
2. Click + above the table, or Add partner agency if the list is empty.
3. On the Profile tab, enter the partner's name in Agency Name.
4. Fill in any other details you keep, such as Partnership Start Date, Languages Offered, Services Offered, and Preferred Scheduling Method. To add the partner's logo, click the round picture and select Upload Photo.
5. Click the Contacts tab and fill in Primary Contacts, Billing Contacts, and Scheduling Contacts. The partner's page shows the primary contact's phone and email for anyone who books the partner.
6. Click Update.

Fluent shows "Partner agency added successfully", and the partner appears in the list.

Note: The dialog's title reads "Edit Agency" and its button reads Update, even when you're adding a partner.

Open or edit a partner agency

Click a partner's row on Team › Partner Agencies to open its page. The page shows its location, primary contact phone and email, website, services, and languages, and how much work it has done for you.

Its Agency metrics cover this month unless you pick another date range.

To change the partner's details:

1. On the partner's page, click ⋯ beside its logo.
2. Change the details on the Profile or Contacts tab.
3. Click Update.

Fluent shows "Agency updated successfully".

Add a partner agency's interpreter

An appointment you give a partner names one of its interpreters, so you record each interpreter you use. Add them from the appointment itself.

1. On the appointment's Assignment step, select Assign and click the partner's row, marked "Partner agency".
2. In Select interpreter, type the interpreter's name and select Add New Interpreter.
3. In the Add External Interpreter dialog, check First Name, Last Name, and Language(s). Fluent fills them in from what you typed and from the appointment.
4. Click Save.
5. Fluent asks you to confirm that the interpreter won't receive notifications through Fluent. Click Assign interpreter.

Fluent shows "Interpreter created successfully" and selects the interpreter for the appointment. Next time, they're in Select interpreter for any appointment in that language.

Assign an appointment to a partner agency

When nobody on your interpreter team can take an appointment, pick the partner and one of its interpreters on the Assignment step. Assigning interpreters has the steps.

The appointment moves to Assigned, with no offer for anyone to accept.

• Booking and reminders: Book the interpreter and handle reminders with the partner directly.
• Reaching the partner: Its preferred scheduling method and scheduling contacts are in its edit dialog, not on its page.

Pay a partner agency

A partner rate card prices the work a partner's interpreters do for you. See Partner rate cards.

• By default: The partner sends you its own invoice.
• In your pay runs: You pay the partner in your pay runs with your interpreters. It gets a payment summary email when you mark the run paid. See Send to payout and mark paid.

Important: The payment summary email goes to the email in the partner's Billing Contacts. Fill that in for every partner you pay in pay runs.

Rules and limits

• Your partner agencies are your own records. The partner agency doesn't see them, and its interpreters don't sign in to Fluent.
• Fluent doesn't remove a partner agency. A partner you stop using stays in the list.
• Exporting the list downloads a CSV file after you enter a verification code. See Export data.

Troubleshooting

The partner's interpreter isn't in Select interpreter

Fluent lists a partner agency's interpreters only when they have the appointment's language. Check the language on Details, then add the interpreter with Add New Interpreter and select that language.

I can't find the partner agency on the Assignment step

Partner agencies appear only with Assign selected.

1. Switch from Auto-assign or Broadcast to Assign.
2. If the partner's row still isn't in the list, search for it by name.

"Failed to load external interpreters for this agency."

Fluent couldn't load the partner's interpreters. Reload the page and click the partner's row again.

Related articles

• Assigning interpreters
• Partner rate cards
• Send to payout and mark paid
• Manage your interpreter team
• Export data