Review client accounts

A customer account needs attention when onboarding stalls, responsibilities change or the agreed commercial details look wrong. Open Clients to review the account, inspect its history and record the follow-up your team needs to complete.

Find and inspect an account

1. Check the workspace you are in, then use the status filter to narrow the list.
2. Click the row or its arrow to open the client record. The business name is a keyboard-accessible link; the contact name opens contact history.
3. Compare the contact, status and commercial details with the agreement your team accepted.
4. Use Add follow-up inside the client record, enter a title, date and priority, and select Add. The saved follow-up appears on the record; open it to review or complete it in Work.

Use the list to spot accounts that need attention, such as an onboarding account that has not progressed or an active account with an unexpected monthly value. The figure describes the recorded agreement; it does not prove payment arrived.

When the account is missing

Clear the status filter first. Check the source opportunity and existing contacts before creating another account. A won opportunity and a client record are separate records in the current application; inspect the handoff rather than assuming one guarantees the other.

If the business exists twice, ask the workspace owner to review the matching records. Keep their identifiers and history available for that review.

For an unexpected total, use Revenue to identify which client values contribute to the summary.

Handing a won opportunity to delivery

Open a won opportunity in Pipeline, then choose Hand off to delivery. The review shows the linked customer, a versioned onboarding template, an optional originating proposal, and the milestones it would create; choose the source you reviewed and confirm, and note that this step never sends a message to the client on its own.

That handoff creates exactly one client engagement for the opportunity. Its milestones use the shared task service, with due dates set relative to when the engagement starts. A template can name a responsible role or supply an explicit workspace member ID for assignment, though a role label alone is a placeholder rather than an actual person, so review the recorded assignees with your team afterward. The current Work inspector edits a task's title, due date, and priority, but does not include an assignment control itself; an installation administrator can configure explicit member assignments in the template for future handoffs instead.

The opportunity's Delivery section shows engagement status, the next milestone, overdue commitments, and the handoff receipt. "Complete" on that receipt means task creation finished, which is a meaningfully smaller claim than the customer's actual work being delivered, so complete each task separately as its real work gets done.

Partial results and retries

Creating the engagement, creating its tasks and recording the final receipt are separate steps. An error may leave some internal work saved. Reload the opportunity and inspect its engagement before retrying. Repeating the handoff reuses that engagement and its existing tasks, including completed tasks; it does not create another set of commitments. Completed checklist entries survive concurrent retries.

The engagement retains its original template and proposal context. Publishing a later template does not replace in-progress scope. A partial handoff names its remaining milestone keys, and the same review action can finish that remainder. If source identity or a reviewed version changed, reload and review the current record instead of submitting stale inputs.

Template publication is available through the shared onboarding service; a template editor is not included in this screen. Version publication and its audit commit together. The Client onboarding plugin also offers an explicitly approved, individually assigned task plan. Use it for additional work you intend to create; it is not an automatic second execution of this engagement's template.

The fictional demo saves its engagement and receipt in the browser session. That demonstrates the workflow; it is not a receipt from a real customer or provider.

Example: start a new client's agreed work

Northline has won an opportunity for an office automation project. Maya is preparing the delivery handoff.

1. Open the won opportunity and select Hand off to delivery.
2. Check the customer, select the onboarding template, and choose the originating proposal when one applies. Read the milestones in the review before confirming.
3. After confirmation, inspect Delivery for the engagement and handoff receipt. Open the created tasks, check their recorded assignees, and compare each due date with the agreed start. Agree responsibility with your team for any task that remains unassigned.
4. Complete each task when that work is done. A complete handoff receipt only confirms that the handoff created its tasks.

Suppose the engagement and first task save, but the next task fails. Reload the opportunity, inspect the partial receipt, and repeat the handoff to finish its remaining milestones. The existing engagement and completed tasks are retained. Do not create another client account to work around a partial handoff.

Try the connected client journey

In a fictional business demo, search or filter Clients, open a row, edit its notes and save. Add a follow-up and open the saved task to continue in Work. Reload to check that your changes remain in that demo session. Contact timeline links open the specific conversation, opportunity or task; records without a matching relationship stay unlinked. Demo changes remain fictional and never contact customers.