Does every account holder need a dedicated employee?

No. Lynq supports dedicated, team, pooled, and hybrid configurations. Pooled service does not require a primary relationship.

Can different segments use different models?

Yes. A hybrid configuration lets your institution use different relationship models by account-holder segment.

What is the difference between dedicated and team models?

In a dedicated model, a primary employee owns the relationship. In a team model, that employee works with assigned colleagues or a defined team.

How do relationship models differ from routing?

Relationship models define who owns or supports the relationship. Routing determines how a conversation reaches an employee using your institution’s configured rules.

Can account holders choose their primary employee?

Yes. Account holders can choose their primary employee, or your institution can assign one. Your institution determines which approach to use as part of its rollout.

Relationship Models for Banks & Credit Unions

Dedicated

A primary employee owns the relationship, chosen by the account holder or assigned by your institution.

Team

A primary employee works with assigned colleagues or a defined team to support the relationship.

Pooled

Serve account holders through queue- and capacity-based assignment without requiring a primary relationship.

Hybrid

Use different relationship models for different account-holder segments.

Identify the segments your institution serves
Choose dedicated, team, pooled, or hybrid service to fit your approach
Let account holders choose a primary employee or assign one, based on your rollout
Align supporting teams and routing with your relationship structure and employee capacity

Dedicated, team, pooled, and hybrid relationship models, including segment-based configuration.

For account holders

A connection that fits their needs

Offer a familiar contact, a supporting team, or pooled assistance. Where your rollout allows, account holders can choose their primary employee.

Illustrative primary employee selection, with institution assignment as an alternative.

For employees

A clear role in each relationship

Support account holders as a primary contact, part of an assigned team, or an employee handling pooled conversations.

Illustrative relationship team with a primary employee and supporting colleagues.

For managers

Different segments. Different approaches.

Configure relationship models around your institution’s priorities without applying the same service structure to every account holder.

Illustrative comparison of dedicated, team, pooled, and hybrid relationship models.

Authenticated messaging

Keep conversations going over time through persistent messaging within digital banking.

Customer context

Bring relationship history, notes, and account-holder information into the conversation, where configured.

Intelligent routing

Connect account holders with employees according to your institution’s relationship structure and service rules.

Institution-defined relationships

Your institution determines how dedicated, team, pooled, and hybrid models support its account holders.

Role-based access

Use configurable roles and permissions to manage employee access.

SOC 2 Type II controls

Support relationship-banking workflows within Agent IQ’s SOC 2 Type II control environment.

Does every account holder need a dedicated employee?: No. Lynq supports dedicated, team, pooled, and hybrid configurations. Pooled service does not require a primary relationship.
Can different segments use different models?: Yes. A hybrid configuration lets your institution use different relationship models by account-holder segment.
What is the difference between dedicated and team models?: In a dedicated model, a primary employee owns the relationship. In a team model, that employee works with assigned colleagues or a defined team.
How do relationship models differ from routing?: Relationship models define who owns or supports the relationship. Routing determines how a conversation reaches an employee using your institution’s configured rules.
Can account holders choose their primary employee?: Yes. Account holders can choose their primary employee, or your institution can assign one. Your institution determines which approach to use as part of its rollout.

Your relationships. Your way.

Personal service takes more than one shape

Dedicated

Team

Pooled

Hybrid

Build around the way you serve

Make personal service part of the model

A connection that fits their needs

A clear role in each relationship

Different segments. Different approaches.

Give relationships room to grow

Authenticated messaging

Customer context

Intelligent routing

Trust is part of the experience

Institution-defined relationships

Role-based access

SOC 2 Type II controls

Connected capabilities

Frequently asked questions

Bring your relationship strategy to life