Account, order and quote details
How the panels work
- Click a record, such as an account name or an order row. Its panel slides in from the right.
- Click a link inside the panel, such as the account name on an order, to open that record. Click the back arrow at the top left to return to the one before.
- Use the main button at the foot of the panel, or click Actions for the others.
- Click the cross, press Esc, or click outside the panel to close it.
Clicking a page in the Pulse sidebar closes any open panel.
An account
The account panel is everything about one customer account in one place.
| Part | What it shows / does |
|---|---|
| Header | The account name, its health score and band, its segment (such as Loyal or Dormant), its customer group, email address (with a copy button), account number and phone number. Click the phone number to call it. On a phone, the number is hidden: use Call on the prep sheet. |
| Facts | Last order, Customer since, Location, Order rhythm (such as Every ~21 days, or No rhythm yet), Next order expected (in red once the date has passed), Usual order (roughly what their average order is worth), Open balance (in red if any invoice is overdue, or Nothing owed), Terms, Customer group and Sales agent. |
| Tiles | Total orders, Total spend and Avg order value over the account's lifetime. |
| Overview tab | See The Overview tab. |
| Timeline tab | Every dated record for the account, as a list or a chart. See The account timeline. |
| Orders tab | Every order: Date, Order #, Buyer, Items, Status, Payment and Value, 20 a page, with Status (Shipped, Processing) and Payment (Paid, Pending) filters. Click one to open it. |
| Receivables tab | Open money: the account's invoices, with Invoice, Dated, Due, Status (such as 12d overdue or Within terms) and Value. With none, it says Nothing owed — the account is fully paid up. |
| Products tab | Top products, with their usual quantity per order (or occasional), units, orders and value; Cross-sell, up to 6 products they don't buy, ranked by how many of your other accounts buy them; and White space, your 8 best-selling products they don't stock, each tagged GAP. |
| Tasks & Notes tab | The account's tasks and notes. The tab shows how many tasks are open. See Tasks and notes. |
At the foot of the panel:
| Button | What it does |
|---|---|
| New order | Opens an empty order for the customer. See Order for the customer. |
| Call prep (under Actions) | Opens the prep sheet. |
| Log outreach (under Actions) | Records a call or visit. See Log outreach. |
| Plan outreach (under Actions) | Adds the account to today's outreach plan. Shows In the outreach plan once it's there. |
| Reorder their usual (under Actions) | Opens an order with the account's usual basket. |
The Overview tab
The Overview tab has these cards, in order:
| Card | What it shows / does |
|---|---|
| Order history · 24 months | The account's orders and GMV as a chart, with a month comparison strip underneath. |
| Health | The score out of 100 and its band, the part that's holding it back most (Held back by…), and a bar for each part: Cadence, Spend trend and Engagement. Click How it's calculated for the full working. See How account health is scored. |
| What they buy | Regularly: every product they've bought, most units first, with their usual quantity per order and the units they've bought across how many orders. Not stocking yet: up to 4 products they've never bought, ranked by how many of your other accounts buy them. Click a product to open it. |
| Latest note | The newest note on the account, with who wrote it and when. Click All notes or Add a note to go to Tasks & Notes. |
| Buyers | The people who order for the account, its company users, with their role and whether they're still Invited. Click Invite a buyer to add one: see Invite a buyer. |
| Addresses | The account's billing and shipping address, and any you've added. Click Add address to add one. |
Add an address
- On the Addresses card, click Add address.
- Start typing in Find address and pick a match, or click Enter address manually.
- Fill in First name, Last name, Address line 1, Town / City and Country. Company, Address line 2, Postcode and Phone are optional.
- Tick Set as default shipping address or Set as default billing address if it is, then click Save address.
The address is labelled by what you ticked: Billing & shipping, Shipping, Billing, or Address book with neither.
The account timeline
The Timeline tab lists every dated record Pulse holds for the account: when the account opened, every order, quotes raised, carts, customer replies, invoices issued and any you marked paid, promised or disputed, outreach you logged, tasks due and done, notes and reminders sent.
- Click List for a table of Date, Event and Value, newest first, 15 to a page. Dates still to come are in italics. Click a row to open the record. A task or note opens the Tasks & Notes tab.
- Click Chart to see the same records on a timeline, one lane per kind, such as Orders or Quotes. Each dot is a record, and a bar runs from a lane's first record to its last. A hollow dot is one still to come, such as a task due next week. Hover over a dot for its details, and click it to open the record.
- Click a chip above, such as Orders or Visits, to show only that kind. Click more chips to add them, and click a chip again to hide it. With every chip off, all kinds show. Each chip shows how many records there are.
The kinds are Orders, Quotes, Carts, Invoices, Visits, Tasks, Notes and Account. Tasks with no due date aren't on the timeline. With nothing on file, it says Nothing on file yet.
Use the chart to see an account's rhythm at a glance: a steady row of order dots, and the gap where they stopped.
Tasks and notes
The Tasks & Notes tab has 2 cards.
Tasks lists the account's tasks under Overdue, Due today, Upcoming, No date and Done. They're the same tasks as on your Task List.
- Click Add task.
- Enter the Task, and optionally a Due date (today if left empty) and Notes.
- To show it in every rep's Task List, tick Share with everyone. Otherwise only you see it.
- Click Add task.
Click the tick beside a task to mark it done. To delete one, click its bin icon, then Delete task: it's removed from every list. A shared task shows Shared.
Notes is for what was said on a call, or anything worth knowing about the account. Type in the box and click Add note. Nothing is sent to the customer. The newest note comes first, with who wrote it and when. A note can be up to 2,047 characters. Clicking a note's bin icon deletes it straight away, without asking.
Tasks and notes are saved in the browser you use, so they don't follow you to another device or browser.
Prepare for a call or visit
The prep sheet is everything you need before you call or walk in. Open it with Prep on the Overview, today's queue, the outreach plan, the Task List or Reorder radar, or with Call prep on an account or cart.
| Part | What it shows |
|---|---|
| Header | The account, its health and segment, how long it's been a customer and its payment terms. |
| Tiles | Total orders, Total spend, Avg order value (with their usual basket), Since last order (and how many days past their rhythm they are, or on rhythm), Usual cadence (days between orders, or no rhythm yet) and Outstanding (unpaid invoices, or nothing owed). |
| What to raise | Numbered talking points, worked out from the account's records. See the order below. |
| What they buy | They always take: up to 8 products from their usual basket, each with their usual quantity, units bought, when they last ordered it and what they've spent. They don't take — others do: up to 3 of your best sellers that at least 2 of your other accounts buy and they don't, with how many take them. Click a product to open it. |
The talking points come in this order, and only when they apply:
- Overdue invoices, with the amount overdue: worth raising before taking a new order.
- Up to 2 follow-ups you promised: the account's open tasks, with their due dates.
- Open quotes, with how many and what they're worth.
- How long they've been quiet, if they've gone quiet. Otherwise, how many days they're past their usual reorder, once they're at least 3 days past it.
- Products similar accounts take that they don't.
With none of these, it suggests a relationship call. The talking points are worked out from the account's figures, not written by AI, so the same account always gets the same points.
At the foot of the sheet:
| Button | What it does |
|---|---|
| Full profile | Opens the account panel. |
| Call (under Actions) | Calls the account's contact number. Only shown when the account has one. |
| Directions (under Actions) | Opens the account's address in a map, in a new tab. Only shown when the account has an address. |
| Print (under Actions) | Prints the sheet to take with you: the key figures, what to raise, what they always take and what they don't. |
| Log outreach (under Actions) | Records how the call or visit went. See Log outreach. |
| Reorder their usual (under Actions) | Opens an order with the account's usual basket. |
An order
The order panel shows one order in full.
| Part | What it shows |
|---|---|
| Header | The order number, its status (Processing or Shipped), its payment status (Paid or Payment Pending), the date and the account. Waiting on your reply shows when the customer has written and you haven't answered. |
| Latest message | When the order has messages: the newest one, with Reply or Open timeline. |
| Items | Each line: product, SKU, quantity, unit price and line total, with the Order total. Click a product to open it. |
| Order economics | Units, Line items, Avg unit price and Vs buyer avg: how the order compares with the account's average order. |
| Addresses | The billing and shipping addresses. |
| Buyer | The account, with Full profile and Their top products. |
| Timeline | Messages with the customer, notes for your team and what happened to the order. See Message the customer. |
The main button is Reorder, which opens a new order with the same lines. Under Actions: View invoice (if the order has an unpaid invoice), New order, Open buyer profile and Reorder their usual. See also Orders.
A quote
The quote panel shows one quote, with its lines and the account.
| Part | What it shows / does |
|---|---|
| Header | The quote reference, its status, when it was raised, how many days it's been open, when you last sent a reminder, and the account. A quote that has been open 14 days or more is marked Stale with its age, such as Stale · 18d. Waiting on your reply shows when the customer has written and you haven't answered. |
| Status | Click the status to change it: Open (no reply yet), Awaiting customer (with the customer), Accepted (off the pipeline) or Declined (kept for the record). |
| Latest message | When the quote has messages: the newest one, with Reply or Open timeline. |
| Quoted lines | Each line and the Quote total. On an open quote, Amend lets you change quantities or remove lines. |
| Quote economics, Addresses, Buyer | As on an order. |
| Timeline | Messages with the customer, notes for your team and what happened to the quote. See Message the customer. |
On an open quote, the main button is Convert to order, which puts the quote's lines, at the quoted prices, into an order for the customer. Converting doesn't change the quote's status: set it to Accepted yourself. Under Actions: Send reminder (see Send a reminder), New order for the account (an empty order that leaves the quote as it is) and Delete quote. An accepted or declined quote has no Convert to order or Send reminder.
Status changes, amendments and deletions are saved to the quote in the Quoting Engine, and the customer sees them. To change a quote's status, amend it, delete it or convert it, see the steps in Quotes.
Message the customer on an order or quote
Every order and quote has a Timeline card at the foot of its panel. It holds your messages with the customer, notes for your team, and what happened to the record, such as Order placed, Invoice issued, Quote raised, Status set to Accepted or Quote reminder sent. The newest day comes first.
- Open the order or quote. If the customer is waiting, click Waiting on your reply or Reply to jump to the reply box.
- Choose Message and the customer's name to write to them, or Internal note to write to your team.
- Type your message, then click Send as email or Add note. You can also press ⌘Enter (Ctrl+Enter on Windows).
More detail
- Send as email emails the customer and shows the message on the order or quote in their account, when Timeline and communications is on at Settings,Configurations,Quotes and invoices (opens in your SparkLayer Dashboard in a new tab). The box says which email address it goes to. See Order timeline and messages.
- A note is marked Internal note, and only your team sees it.
- Each message shows who wrote it, as Sales agent or Customer. A customer message you haven't seen yet is marked New.
- A message or note can be up to 2,047 characters.
- With no messages yet, the card says No messages yet. Write the first one above.
An invoice
The invoice panel shows one invoice, where its status comes from and what it's for.
| Part | What it shows / does |
|---|---|
| Header | The invoice number, its status (such as 28d overdue, Within terms, Paid or Payment promised), the date, the account and the payment terms. |
| Status | Click the status to change it: Paid (payment received), Payment promised (a date is promised), Disputed (being queried) or Outstanding (back to open). |
| Invoice | Amount, Dated, Terms and Due (in red when overdue), with the source of the payment status. Notes such as Marked Promised by you on … or Reminder sent … appear here. |
| What it's for | The order the invoice covers, with its lines and Open order, or a note that it's a statement invoice for a balance carried forward. |
| Buyer | The account, with Full profile. |
Click Mark as paid to record a payment. Under Actions: Send reminder (Send a reminder), Add a task (a task dated today to chase it) and Open buyer. A paid invoice has no Mark as paid or Send reminder.
A status you set on an invoice is a note beside the status synced from your accounting system; it doesn't change your accounting system. Only Paid takes an invoice out of what's owed: a promised or disputed invoice still counts as outstanding, and as overdue once it's past its due date. For the steps, see Mark an invoice as paid and Record a promised payment or a dispute.
A cart in progress
A cart is a basket a customer has started in your storefront but not ordered. It counts as abandoned once nobody has touched it for 3 days. You can change the number of days (1, 2, 3, 5, 7, 14 or 30) with Abandoned after on Carts.
| Part | What it shows |
|---|---|
| Header | The account, the cart's reference, where it was built, and In progress or Abandoned. |
| In the basket | Each line and the Basket total. |
| Timing | Started, Last touched (in red when abandoned), Built in (such as Storefront or Quick order) and Vs their usual (how it compares with their average order), with a line such as Untouched 5 days · abandoned. |
| Buyer | The account, with Full profile and their top products. |
The main button is Finish it for them, which signs you in as the customer and takes over their cart, so you can edit it and place the order. Under Actions: Add a nudge task (a task dated today to remind them) and Call prep.
Carts come from your store's live data. A cart leaves Pulse once it's ordered.
A trade application
A trade application comes from your storefront's trade application form.
| Part | What it shows |
|---|---|
| Header | The company, its status (New, In review, Approved or Declined), the contact and country. |
| Application | When they applied, and what they filled in: Company, Contact, Email, Phone, Country, Trade and Interested in. |
| What they asked about | The product ranges they named, with how many of your accounts take each and what it sells. Click one to open it. |
| On approval | What approving does: creates the account on a customer group's pricing and terms, emails an invite to the contact, and lists them under Customers. |
On a new or in-review application, the main button is Approve & invite. The other options are Decline, Add a task to call (a task dated today, which also moves a new application to In review) and, on a new one, Mark in review. An approved application shows Open the account; a declined one shows Reopen, which puts it back to New. For the steps, see Review a trade application.
A product
The product panel shows how one range or variant sells, and who buys it.
| Part | What it shows / does |
|---|---|
| Header | The product name, with Range and how many variants it has, or the variant's SKU and the range it's part of. When it was last ordered. |
| Tiles | Units and Revenue all time, how many order lines it's On, and how many of your accounts buy it (Buyers). |
| Movement · 24 months | Units and revenue over time. |
| Variants | For a range, each variant. Click one to open it. |
| Who takes it | The accounts that buy it, each with the units they've bought, when they last ordered it and what they've spent on it. Under it, Not stocking yet lists the accounts that have never bought it, with their health, when they last ordered anything and their average order value: worth offering it to. Click an account to open it. |
The main button is Add to a buyer's cart. It asks Add to whose cart?: search for and choose an account, and Pulse opens an order for them with the product at their usual quantity. Each account is marked stocks it or new line. Under Actions, View product opens the product in your storefront, in a new tab. See also Products.
A breakdown
Clicking a tile, a chart point or a figure opens a breakdown: the records that make up that number.
| Part | What it shows |
|---|---|
| Header | What the figure is, such as Your month so far, with the count, total and period. |
| By account | Each account's share of the total, when more than one account is in it. |
| By range | For a product chart, the units of each range. |
| List | The orders, quotes, invoices, carts or accounts behind the figure, with a Total. Click a row to open it. |
Breakdowns built from orders show Online orders only: see Where the figures come from.
Send a reminder
Pulse drafts a reminder for an open quote or an unpaid invoice, for you to send from your own email.
- On the quote or invoice, choose Send reminder from Actions. The button is highlighted on a stale quote or an overdue invoice.
- Check the draft: To, Subject and the message, which lists the quote's lines and total, or the invoice's amount, due date, terms and how many days it's overdue. Edit the message if you like.
- Click Copy, then paste it into a new email and send it.
- Back in Pulse, click Mark as sent.
Marking it sent records Reminder sent on the quote or invoice and on the account's timeline, and adds a task to check on it in 3 days. The button then reads Chase again.
More detail
Pulse doesn't send the email itself: it only records that you did. Copy copies the To address, the Subject and the message together.
Order for the customer
Every ordering button in Pulse signs you in as the customer and opens the order in your storefront, so you order at their prices with their payment methods.
| Button | Where | What goes in the basket |
|---|---|---|
| Order | Overview, today's queue, Reorder radar | Their usual basket |
| Reorder their usual | Account, prep sheet, order | Their usual basket |
| New order | Account, order | Nothing: an empty order |
| New order for the account | Quote | Nothing: the quote is left as it is |
| Reorder | Order | The same lines as that order |
| Convert to order | Quote | The quote's lines, at the quoted prices |
| Finish it for them | Cart | The customer's own cart, which you take over |
| Add to a buyer's cart | Product | The product at their usual quantity. For a range, the variants in their usual basket, or else its best seller |
- Click the button. Pulse switches to the order, with the customer's name in the chip at the top. Except for an empty order, a message confirms what's ready, for example "Their usual basket is ready to review".
- Check the quantities, then check out or submit a quote. See Order for a customer.
- To go back to Pulse, click the Dashboard tab.
Search Pulse
Search finds any account, order, quote, invoice, cart, trade application, product or Pulse page.
- Press ⌘K (Ctrl+K on Windows), or click Search at the top of the Pulse sidebar. On a phone, tap the search icon at the top of the page.
- Start typing, such as an account name, a contact, a product name or SKU, or an order number like
#1234. - Use the up and down arrow keys to move through the results, and Enter to open one. Or click it.
More detail
- Before you type, search shows your last 6 searches under Recent (click Clear to forget them), the last 8 records you opened under Recently viewed, and some ideas under Try searching.
- Each result is labelled with what it is, such as Product or Order, and the 10 best matches are shown.
- Typing an exact order number jumps straight to that order.
- Tasks aren't searched. Find tasks on your Task List.
- Press Esc to close search.
FAQs
Each panel shows its main button at the foot and puts the rest under Actions. Click Actions to see them.
No. Convert to order puts the quote's lines into an order and leaves the quote as it was. Once the customer has ordered, click the quote's status and choose Accepted.
No. Pulse drafts the reminder for you to copy into your own email. Mark as sent records that you sent it and adds a task to check on it in 3 days. See Send a reminder.
No. Your accounting system stays the record of what's paid. What you mark in Pulse is a note beside the synced status, so your team can see you've followed it up.
The usual basket is what its next order is likely to be: the products on at least half of its orders, at their usual quantities. The average order value includes one-off and unusually large orders. See how the usual basket is worked out on Reorder radar.
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