How to Use Zoho Cliq

Purpose

Zoho Cliq is the primary internal communication platform for Cats in the City and TANDEM Cat®.

Cliq is designed for real-time communication, collaboration, quick questions, operational coordination, and team updates.

Cliq is not a replacement for Zoho Desk tickets, Zoho CRM records, or formal documentation.

Guiding Principle

Use Cliq for communication.

Use Desk for work tracking.

Use CRM for client information.

Use Projects and Tasks for project management.

Not every conversation belongs in Cliq forever.

If information needs to be found later, it should be documented in the appropriate system.

When to Use Cliq

Cliq is appropriate for:

• Quick questions
• Team coordination
• Shift communication
• Real-time problem solving
• Status updates
• Urgent operational issues
• Team announcements
• Location-to-location communication

Examples:

“Has anyone seen Lucy’s boarding carrier?”

“Can someone help with a difficult nail trim?”

“The rescue records just arrived.”

“The dryer in Suite 3 is not functioning.”

When NOT to Use Cliq

Do not use Cliq as the permanent home for:

• Client records
• Medical records
• Rescue case documentation
• Boarding notes
• Grooming notes
• Formal procedures
• Incident reports

These belong in the appropriate system of record.

Channels

Channels are shared spaces organized around specific topics, departments, or functions.

Examples may include:

• General
• Grooming
• Boarding
• Rescue
• Operations
• Technology
• Marketing
• Leadership

Post messages in the most appropriate channel whenever possible.

Avoid posting department-specific questions in General if a dedicated channel exists.

Direct Messages

Direct messages should be used for:

• One-on-one conversations
• Sensitive matters
• Personal scheduling
• Individual follow-up

Whenever information would benefit the larger team, use a channel instead of a direct message.

Mentions (@)

Mentions notify specific users.

Examples:

@Shawn
@Dan
@Kelly

Use mentions when:

• A response is needed
• Approval is required
• Assistance is requested
• A specific person owns the next step

Avoid excessive tagging.

Tag only those who need to be involved.

Notifications

Each team member is responsible for monitoring their notifications during working hours.

Important messages may include:

• Mentions
• Direct messages
• Department announcements
• Operational alerts

Failure to monitor notifications may result in missed communications.

Sharing Files

Cliq may be used to share:

• Photos
• Documents
• Screenshots
• Forms
• Reports

Before uploading sensitive information, ensure it belongs in Cliq and is not better stored in Desk, CRM, WorkDrive, or another permanent system.

Escalation

Urgent issues should be communicated immediately.

Examples:

• Medical emergencies
• Safety concerns
• Facility failures
• Animal welfare concerns
• Security issues

When urgent situations arise:

1. Notify the appropriate person.
2. Use direct communication if needed.
3. Follow established escalation procedures.

Do not assume someone has seen a message.

Communication Standards

Communications should be:

• Professional
• Respectful
• Clear
• Direct
• Solution-oriented

Assume all written communication may be reviewed later.

Best Practices

Good Example:

“@Dan The veterinary records for Oliver have arrived and have been uploaded to the rescue ticket.”

Poor Example:

“Records here.”

Good communication provides context and supports continuity.

Search Before Asking

Before posting a question:

• Search previous conversations.
• Check the Knowledge Base.
• Review existing documentation.

Many questions may already have answers available.

Relationship Between Cliq and Other Systems

Cliq = Communication

Desk = Work Tracking

CRM = Client and Contact Records

Projects = Long-Term Initiatives

Knowledge Base = Procedures and Training

WorkDrive = Documents and Files

Always place information in the system where it belongs.

Daily Expectations

During your shift:

• Monitor notifications.
• Respond to mentions.
• Participate in relevant channels.
• Communicate proactively.
• Escalate concerns early.

At the end of your shift:

• Ensure critical updates have been communicated.
• Transfer necessary information to the appropriate system.
• Avoid leaving unresolved issues undocumented.

Guiding Philosophy

Cliq helps the team communicate quickly.

The goal is not simply to send messages. The goal is to ensure that important information reaches the right people at the right time while preserving organizational knowledge and continuity of care for cats, clients, and teammates.