The Clients page is the heart of the system. Every company you work with has a client record that stores their contact details, services (H&S, HR, FRA), renewal dates, assigned advisors, and more.

Click on any client's name to open their full record. From there you can view and edit all their details, upload documents, log calls, manage accreditations, training, appointments, and send emails — all in one place.

• Contract Status — tracks where the client is in their relationship with Safewise. Options are: Active (member) — a full H&S or HR member; Active (XC / Ad-Hoc) — an active client on a non-membership basis; DNR; Prospect; Ceased Trading. When a quote is accepted, the status is set automatically based on what was agreed.
• Probability — a percentage showing how likely a prospect is to convert.
• Next Action — a date and note to remind you what to do next with this client.
• No. of Workers / No. of Premises — used for quoting and coverage context.

Service coverage columns — the client list shows a dot for each of the 7 services (H&S, HR, TRN, O/T, SSIP, FRA, SIA). TRN covers classroom and on-site training; O/T covers online training; SSIP covers accreditations. A green ✓ means the client has that service. If they don't, clicking the dot cycles through gap statuses:

• Needed — Safewise could provide this, pursue it
• DBO — Done By Others (competitor or external provider)
• DBT — Done By Themselves (handled internally)
• N/A — Not applicable to this client

Use the Gap status filter pills above the list to show all clients with a specific status, then use Mail Merge to target them with the right message. Pre-built templates exist for every service + status combination.

No monthly Safewise session (12mo) filter — the Engagement filter row has a toggle: No monthly Safewise session (12mo). When active, the client list shows only active members who have not sent anyone to a Safewise Monthly Manager Training or Safewise Quarterly HR Training session in the last 12 months. Use this with Mail Merge to target non-engaged members — opening Mail Merge while this filter is active automatically loads a pre-written re-engagement template about the free monthly sessions.

Compliance Health Score — each client in the list has a coloured grade badge (A through F) reflecting their H&S compliance from a client-protection perspective — not revenue. It asks: if something went wrong today, how exposed is this client? Click any client to see their full score and breakdown in the Overview tab. The dashboard shows a grade distribution across all active clients and highlights the lowest-scoring ones. Gary and Jake can adjust the point weighting per dimension in Settings → Data.

Mail Merge — click the ✉ Mail Merge button in the top-right to enter select mode. Tick individual clients or use the filters first and click Select all filtered to target a specific group. Then click Compose Email → to write your message. Use merge tags in the subject or body — they are replaced with each recipient's details before sending: {{firstName}} {{company}} {{neededServices}} {{dboServices}} {{dbtServices}}. Sent emails appear in each client's Emails tab as normal.

🎁 Videotile Gift — while in Mail Merge mode, a purple Send Videotile Gift button appears alongside the email button (only visible once a Videotile URL is configured in Settings → Data). Select clients and click it to send each one a gift email with a link to choose a free Videotile course. Clients on cooldown or without an email address are automatically skipped and counted in the result. You can also send a gift to an individual client from the Overview tab of their record. A 3-month cooldown applies per client — directors can reset it from the Overview tab if needed.

The Renewals page shows all clients whose H&S or HR membership is coming up for renewal. It uses a 4-tab workflow to track each renewal from first contact through to confirmation.

Buttons on each row:

• ✉ Chase / ↻ Re-chase — opens a pre-filled renewal email. Sends it and records the chase date. The row moves to the Chased tab.
• 📞 Chased by Phone — opens a prompt where you can optionally add a call note before confirming. The phone chase is recorded and, if you enter a note, it's saved to the client's Notes tab with a 📞 prefix.
• → Mark In Progress (Chased tab) — client has agreed to renew. Moves the row to In Progress.
• ✓ Confirm Renewal (In Progress tab) — formally processes the renewal: advances the renewal date by one year, resets invoice tracking for the new cycle, and adds the renewal to the Invoicing page automatically.
• ✗ DNR — client is not renewing. Turns off the membership and removes it from the list.

Use this page to log and manage all appointments, audits, inspections, and meetings. Every record is tied to a client and can include a location, on-site contact, cost, mileage, and audit grade.

Client Sites — you can add multiple named sites for a client (e.g. different premises). When booking a visit you can select a site and the address and contact details will fill in automatically.

Use main client contact details — tick this checkbox in the appointment form to automatically fill the contact name, email, and phone from the client record. Untick it to enter a different contact for this specific appointment.

Confirmation email — when you tick Company Confirmed on a visit for the first time, a confirmation email is automatically sent to the contact email address with the appointment details.

Mileage is calculated automatically when you select a client or site — it works out the distance from the Safewise office to the visit location. The rate per mile is set in Settings → Data.

The Team Calendar shows all upcoming visits and meetings across the whole team. You can switch between month and week views, and filter by advisor.

Each item on the calendar is colour-coded by advisor so you can see at a glance who is doing what.

• Click any date (month view) or day column (week view) to quickly create a new appointment or visit pre-filled with that date.
• Date is the date the appointment appears on the calendar.
• Use Additional Advisors to add multiple team members to an entry — all names shown on calendar entries.
• Set a Duration (e.g. 1 hour, Half Day) so colleagues can see how long a slot is taken.
• If an advisor is already booked on the chosen date, a double-booking warning appears with three options: Save this & open the existing visit to amend, Go back & amend this one, or Save anyway.
• Visit types include H&S Review Meeting and HR Review Meeting as separate options — use these for annual review meetings so the repeat end date is automatically set to match the client's agreement length.
• When Annual frequency is selected, the repeat end date is automatically set based on the client's agreement duration (H&S or HR). For H&S Review Meetings this uses the H&S duration; for HR Review Meetings it uses the HR duration; for all other types it uses whichever is longer. Falls back to 5 years if no duration is set.

Items shown at reduced opacity with a dashed border are unconfirmed — the client hasn't accepted the appointment yet. Tick "Company Confirmed" on the record once they have.

Advisor visibility pills at the top of the calendar let you show or hide individual advisors' entries. Click a pill to toggle it off; click Reset to show everyone again.

📅 Subscribe — click the Subscribe button to get a personal calendar feed URL you can add to Outlook, Google Calendar, or Apple Calendar. It stays live and updates automatically whenever visits change in the CRM. Only visits where you are listed as the advisor are included in your feed.

Use the ＋ Log Training button to log training against a client. There are two modes, switchable with the toggle at the top of the form.

The course dropdown includes preset options grouped by type. Safewise Monthly Manager Training and Safewise Quarterly HR Training are at the top, followed by standard H&S and HR courses. Select Other to type a course name manually.

Delivery type — Classroom / On-site records appear under the TRN service column on the client list; Online records appear under O/T.

Once training is completed, use ✓ Mark Completed to flag it ready for invoicing. A Re-chase countdown badge shows when a follow-up chase is due (configurable in Settings → Alerts & Chasing).

Compliance Health Score — training dimension: A client earns full training points when they have sent someone to a Safewise Monthly session within the last 12 months. They earn half points for having any training records on file. This rewards active engagement with Safewise sessions, not just certificate filing.

The Fire Risk page tracks FRA requirements per client and per premises. There are two levels:

FRA Status (on the client record) — sets the client's overall FRA classification:

• N/A — FRA not applicable for this client.
• No — client does not currently have an FRA in place.
• Unknown — FRA situation not yet established.
• Yes – Internal — the client carries out the FRA themselves (Safewise may be supporting).
• Yes – Others — the FRA is carried out by another provider.

FRA Records (per premises) — once a client is set to Yes, add individual premises records via the FRA tab on their client record or directly from the FRA page. Each record tracks:

• Premises name, risk rating, assessor, FRA date, and next review date
• A fee for invoicing
• An uploaded FRA report document

Use ✓ Mark Done to record that an FRA has been completed. You'll be offered the option to upload the report document at that point. When you mark an FRA done, enter the FRA Date (when the assessment was carried out) and the Next Review Date — this resets the countdown for the next cycle.

A Re-chase countdown badge shows how many days remain before a follow-up is due (configurable in Settings → Alerts & Chasing).

Alerts are only generated for clients whose FRA Status is Yes – Internal or Yes – Others. N/A, No, and Unknown do not trigger alerts.

Track accreditations like CHAS, Constructionline, SafeContractor, and ISO for each client. You can store the membership number, dates achieved and expiry, whether Safewise is supporting them, and any associated fee.

Use → Mark In Progress once renewal is underway, then ✓ Mark Won when it's confirmed — this flags it ready for invoicing. A Re-chase countdown badge shows when a follow-up is due (configurable in Settings → Alerts & Chasing).

Portal login credentials (username and password) can be stored securely against each accreditation record — passwords are encrypted and only shown when clicked.

The alert threshold (how far in advance expiring accreditations appear) is set in Settings → Alerts & Chasing.

Create and manage quotes for clients. Each quote can have multiple line items (services) with a term length and optional description.

• Draft — being prepared, not yet sent.
• Sent — sent to the client, awaiting a decision.
• Accepted — client has agreed. The system will update their contract details automatically.
• Rejected — client declined.
• Expired — quote is no longer valid.

Quote Origin — when creating a quote, select where the lead came from: Google, Referral, Advisor, or Other. This is displayed as a coloured badge on the quotes list, quote detail, invoicing page, and the client's Financials tab.

When a quote is accepted, you select which line items the client has agreed to, and choose whether each applicable service is paid as a Lump Sum or Monthly (monthly adds a 6% admin surcharge — only available for H&S Membership and HR Membership). The client's H&S and HR values, renewal dates, start dates, and contract status are then updated automatically. Any service gaps previously noted (Needed, DBO, DBT) are cleared for services included in the accepted quote.

If a Fire Risk Assessment is accepted and the client has no existing FRA records, a placeholder record is created automatically so it shows up in alerts and tracking straight away.

The Pipeline page is a Kanban board that tracks new clients as they move through the onboarding process. Each client gets a card that moves through 7 stages:

1. Quote Accepted — a quote has been agreed
2. Consultation Booked — an initial consultation has been scheduled
3. Ready to Invoice — ready to send the first invoice
4. Invoiced — invoice has been sent
5. Documents in Progress — H&S/HR documentation is being prepared
6. Initial Consultation Done — the first consultation has taken place
7. Complete — onboarding is finished

Stage 5 is required — a card cannot be marked as Complete (Stage 7) unless it has previously been through Stage 5 (Documents in Progress). This ensures documentation is never skipped.

Cards that have been stuck in the same stage for too long will appear as a warning in the Alerts page. The stale threshold is configurable in Settings → Alerts & Chasing.

Use the All / Mine toggle to see all clients or just your own. Cards can be archived once they are no longer needed — they won't be deleted, just hidden from the main view.

The Invoicing page tracks work that has been agreed and needs to be invoiced. It is split into three sections:

• Secured Work — accepted quotes, confirmed renewals, FRA records, accreditations, training, and site visits that have been marked as secured but not yet flagged for invoicing. A total value for all secured items is shown. Click 🧾 Mark Ready to move an item into the invoicing pipeline.
• Ready to Invoice — items flagged and ready. Click Invoice Sent → to record that the invoice has gone out.
• Awaiting Payment — invoices sent. Click ✓ Mark Paid to close them out, or ↩ Undo to move back to Ready.

When you click Invoice Sent → for a client whose onboarding card is at Stage 3 (Ready to Invoice), the card automatically advances to Stage 4 (Invoiced) — no manual update needed.

When a renewal is confirmed on the Renewals page, the invoice status for that renewal is cleared automatically, ready for the next cycle.

The Conversation Notes page shows every logged call and note across all clients in one place, sorted most recent first. Use it to review recent activity without having to open individual client records.

To log a call or note, open a client record and go to the Notes tab. You can record the date, a summary of the conversation, a follow-up date, and who the call was with. Notes are visible to the whole team.

Click on any client's name in the notes list to jump straight to their full record.

The All Alerts page pulls together everything that needs attention across all clients. Alerts are raised automatically — you don't need to set them up.

All thresholds are configurable in Settings → Alerts & Chasing. Training expiry and appointments do not appear in Alerts — training is handled via automated emails, and appointments are managed through the Calendar.

All staff can open Settings from the sidebar. All users land on the Emails tab to manage their own email signature. Directors and Super Admins see all tabs.

Settings are split into six tabs:

• 🎨 Appearance — choose the colour theme (Safewise default or Dark) and table row density.
• 🔔 Alerts & Chasing — set how far in advance each type of alert appears (renewals, contract end dates, FRA, accreditations, onboarding stale days), and the Chase Follow-up Window — how many days after a chase before a re-chase countdown turns overdue. Separate settings for Renewals, FRA, Accreditations, and Training.
• ⏰ Emails — all users: set your own Advisor Signature. Directors also: configure automated reminder email timing; manage Mail Merge templates; set a Reply-To address for automated emails; choose which visit types send confirmation emails; and manage the Signature Image Library.
• 🗄 Data — set the default mileage rate (£ per mile), manage custom industry sectors, adjust Health Score point weighting per dimension, and configure the Videotile Gift URL and cooldown period. Directors also have a Database Backups section here — click Load Backups to see all hourly backups stored in Cloudflare R2. Each backup can be restored by clicking Restore and typing Safewise to confirm. Restoring replaces all data (clients, visits, settings, users) with the selected backup and logs you out.
• 👥 Users — add, edit, or remove user accounts; set roles and sector restrictions. Directors can also Force Password Change (All Users) or Log Out All Users — the latter immediately ends every active session including your own.
• 🔐 Permissions — control which roles can access each feature (financials, invoicing, export, etc.). Changes take effect for all users at their next page load. Super Admin always has full access.

Changes take effect immediately after saving. There is a separate Save button on each tab.

Directors and Super Admins can manage who has access to the CRM from Settings → Users.

• Adding a user — click + Add User, enter their first name, surname, email, role, and a temporary password. They will be asked to change it on first login.
• Roles: Advisor (sector-scoped, no financials), Admin (full client records + financials), Director (full access + delete clients + export), Super Admin (full access including Onboarding).
• Editing a user — update their first name, surname, email, or role at any time.
• Disabling a user — instantly blocks their access. All their data, call notes, and history remain untouched.
• Re-enabling a user — restores their access straight away.
• Deleting a user — permanently removes their account. All email history, audit logs, and records they created are kept. Cannot be undone from the CRM (requires database access to restore).
• Sector restrictions — advisors and admins can be limited to only see clients in specific sectors. Click ✏ Restrict next to a user to set which sectors they can access. Leave empty for no restrictions (all sectors visible). Takes effect at their next login.

You cannot disable or delete your own account. Use Force Password Change (All Users) to require every user to set a new password at their next login.

The Dashboard gives you a quick overview of what's happening across the business — active clients, upcoming renewals, recent activity, and key numbers.

• All Work / My Work — toggle between seeing everything or just clients assigned to you.
• YTD Value — the total value of accepted quotes since the start of the current financial year (6 April).
• Client status breakdown — below the headline numbers, a row of pills shows how many clients are in each contract status (Active members, Ad-Hoc, Prospects, etc.).
• Health Score chart — shows the distribution of compliance grades (A–F) across all active clients, and a table of the lowest-scoring clients so you can prioritise outreach.
• Admins can also filter the dashboard by a specific advisor to see their workload.

You can send emails to clients directly from the CRM — from the Renewals, FRA, Accreditations, Training, and Appointments / Inspections pages (using the ✉ button on each row), or from the Emails tab inside a client record.

The system pre-fills a professional template based on what you're contacting the client about. You can edit the subject and message before sending.

All emails sent through the CRM are logged against the client so you have a full history of contact. Click on any email in the history to read the full message.

Emails are sent from members@safewiseuk.com and show the sender as Safewise Health, Safety and HR Advisors.

Advisor Signatures — each advisor can set a personal signature in Settings → Emails. Paste text and formatting from your email client, then click images from the Signature Image Library to insert logos or badges. Directors can also manage the image library (upload logos, award badges, GIFs) and set signatures for any advisor. Once saved, every email sent through the CRM will automatically include Kind regards, [Full Name] followed by your signature content.

The system sends these emails automatically every morning without anyone needing to do anything. Each email is only ever sent once per trigger. Timings marked * are configurable in Settings → Emails.

The AI Assistant is available from the floating button in the bottom-right corner of every page. Click it to open the chat drawer.

You can ask it questions about your clients, renewals, revenue, or anything else in the CRM — for example: "Which active clients don't have a health & safety contract?" or "Who is due for renewal in the next 30 days?". The assistant has access to your client data and can give contextual answers.

The conversation history is kept for the session so you can ask follow-up questions. Click Clear to start a fresh conversation.

The Reports page lets you export CRM data as a CSV (for Excel/Sheets) or a formatted PDF. Find it in the left-hand sidebar under the Reports heading.

Available reports:

• Renewals Due — H&S and HR renewals coming up within a configurable number of days.
• Active Clients — full list of all active clients with advisor and sector.
• Accreditations Due — accreditations expiring within a configurable number of days.
• Training Due — training records with upcoming review dates.
• Upcoming Visits — scheduled site visits and appointments within a configurable window.
• Revenue by Advisor *(admin only)* — annual H&S and HR membership value broken down per advisor.
• Service Gap Summary — clients with unaddressed service gaps (Needed or DBO).
• Client Health Scores — compliance health grade for every active client.
• Outstanding Invoicing *(admin only)* — all items with invoice status "ready" across renewals, accreditations, training, visits, and FRA.
• FRA Review Due — premises with fire risk assessment reviews coming up.

Use the Days, Advisor, and Sector filter dropdowns (where available) to narrow results before downloading. Choose CSV or PDF from the format dropdown then click Download.

• Sorting tables — click any column heading to sort by that column. Click again to reverse. Use the ✕ Reset sort button to go back to the default view.
• Searching — most pages have a search box at the top. Just start typing to filter the list.
• Client detail — click on a client's name anywhere in the system to open their full record.
• Quick email — the ✉ button on rows in Renewals, FRA, Accreditations, Training, and Appointments / Inspections opens a pre-filled email ready to send.
• Call notes — log every phone call or conversation in the Notes tab on a client record. You can set a follow-up date to remind yourself to call back.
• Documents — upload any file (PDF, Word, Excel, images) to a client record from the Documents tab. Files are stored securely and can be downloaded at any time.
• Optimistic locking — if two people edit the same client record at the same time, the system detects the conflict and warns you rather than silently overwriting someone's changes.