Connect a client to your agency

A connection between a brand and your agency only goes live when both sides agree. In practice the brand asks, using your Fabrik ID, and you approve. This is also how a new client's store reaches you: the store owner installs the app from the Shopify App Store, creates a login and then asks to connect.

Before you start

• To see Connections you need a role that can manage users. To Approve, Decline or Reconnect you need to be the agency's owner, a director or a manager.
• On the brand's side, the person sending or approving needs to manage the brand's users, usually its Client Owner. Someone who works for your agency cannot send the request for the brand.
• Your plan must have room for another client. See How many clients can a free agency have?.

1. Share your Fabrik ID

1. Open Clients and choose the Connections tab.
2. Copy the Fabrik ID at the top, for example 483-902-1176, and send it to the brand.

2. The brand sends the request

The brand's owner can enter your Fabrik ID in any of three places:

• When signing up: in Agency ID (optional) on the sign-up form.
• During their own setup: under Already work with an agency?, then Send request.
• Later: inside the brand, Settings, Team, on the Agency connection card, under The agency's Fabrik ID, then Send request.

They see "Request sent to" your agency. If your agency had already asked them to reconnect, entering your Fabrik ID connects them straight away.

3. Approve the request

1. Open Clients, Connections and choose the view Awaiting your approval.
2. On the brand's row choose Approve, or Decline.

When you approve you see "Brand connected". The brand appears on Clients and everyone at your agency can open it.

What changes when the connection goes live

• Access: every member of your staff can open the brand. Its own people keep their logins.
• Setup: the brand's owner no longer runs setup, costs or financial settings; your staff do. Next, finish its setup from Setup and health. See Track each client's setup and health.
• Plan: on a paid agency plan or its trial your plan covers the brand with Pro, and a plan the brand paid for itself is cancelled with the unused part refunded. On the free agency plan the brand keeps its own plan.

Reconnect a disconnected client

1. On Connections choose the view Disconnected, or open the client and Account, Access.
2. Choose Reconnect, then Ask to reconnect to confirm.
3. The row shows Awaiting the brand until the brand's owner chooses Approve on the Agency connection card in Settings, Team.

A contract, portfolio, digest or plan that the offboarding ended is not restored; set those up again. A client with an offboarding still open cannot be reconnected until that offboarding is resumed or cancelled.

What you will see

Connections lists every brand that has asked, been asked or been connected, with Status, Requested, Connected since and Can see it. Views: Connected, Awaiting your approval, Awaiting the brand, Disconnected and Declined. A declined request offers nothing: the brand sends a new one.

Troubleshooting

• "No agency found for that Fabrik ID": the brand typed the number wrongly. It is three groups of digits.
• "You work for this agency, so the brand asks, not you": the request must come from someone at the brand.
• "Nothing was changed. Refresh and try again.": someone answered first, or your role cannot change connections.
• A message about the client limit when approving: your plan has no room. Upgrade from Billing, then approve again.