# Account, order and quote details

URL: https://docs.sparklayer.io/help/pulse/records

Open any account, order, quote, invoice or cart in Pulse to see its details, prepare for a call, message the customer, chase payment or order for them.

> **Pulse is in early access.** Request it for your sales team. [Request early access](https://feedback.sparklayer.io/get-started?choice=now). [Try the interactive demo](https://www.sparklayer.io/pulse/).

> **Quick summary**
>
> - Click an account, order, quote, invoice, cart, trade application or product anywhere in Pulse and it opens in a panel on the right, over the page you're on.
> - Each panel has one main button at the foot, such as **Convert to order** on a quote, and the rest under **Actions**.
> - **Prep** opens a call prep sheet: the account's key figures, what to raise and what they buy, with **Call**, **Directions** and **Log outreach**.
> - Every ordering button opens the order in your storefront, signed in as that customer. Search everything with ⌘K (Ctrl+K on Windows).

## How the panels work

1. Click a record, such as an account name or an order row. Its panel slides in from the right.
2. 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.
3. Use the main button at the foot of the panel, or click **Actions** for the others.
4. 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](#prepare-for-a-call-or-visit). |
| 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](#the-overview-tab). |
| **Timeline** tab | Every dated record for the account, as a list or a chart. See [The account timeline](#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](#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](#order-for-the-customer). |
| **Call prep** (under **Actions**) | Opens the [prep sheet](#prepare-for-a-call-or-visit). |
| **Log outreach** (under **Actions**) | Records a call or visit. See [Log outreach](https://docs.sparklayer.io/help/pulse/task-list.md#log-outreach). |
| **Plan outreach** (under **Actions**) | Adds the account to today's [outreach plan](https://docs.sparklayer.io/help/pulse/task-list.md#plan-your-outreach). 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](https://docs.sparklayer.io/help/pulse/customers.md#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](https://docs.sparklayer.io/help/customers/company-users.md), with their role and whether they're still **Invited**. Click **Invite a buyer** to add one: see [Invite a buyer](https://docs.sparklayer.io/help/pulse/customers.md#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**

1. On the **Addresses** card, click **Add address**.
2. Start typing in **Find address** and pick a match, or click **Enter address manually**.
3. Fill in **First name**, **Last name**, **Address line 1**, **Town / City** and **Country**. **Company**, **Address line 2**, **Postcode** and **Phone** are optional.
4. 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.

1. 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.
2. 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.
3. 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](https://docs.sparklayer.io/help/pulse/task-list.md).

1. Click **Add task**.
2. Enter the **Task**, and optionally a **Due** date (today if left empty) and **Notes**.
3. To show it in every rep's Task List, tick **Share with everyone**. Otherwise only you see it.
4. 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](https://docs.sparklayer.io/help/pulse/reorder-radar.md), 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:

1. Overdue invoices, with the amount overdue: worth raising before taking a new order.
2. Up to 2 follow-ups you promised: the account's open tasks, with their due dates.
3. Open quotes, with how many and what they're worth.
4. 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.
5. 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](#an-account). |
| **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](https://docs.sparklayer.io/help/pulse/task-list.md#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](#message-the-customer-on-an-order-or-quote). |

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](https://docs.sparklayer.io/help/pulse/orders.md).

## 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](#message-the-customer-on-an-order-or-quote). |

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](#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](https://docs.sparklayer.io/help/pulse/quotes.md#change-a-quotes-status).

## 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.

1. Open the order or quote. If the customer is waiting, click **Waiting on your reply** or **Reply** to jump to the reply box.
2. Choose **Message** and the customer's name to write to them, or **Internal note** to write to your team.
3. 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** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations > Quotes and invoices** in the Shopify app. The box says which email address it goes to. See [Order timeline and messages](https://docs.sparklayer.io/help/customers/timeline.md).
- 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](#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](https://docs.sparklayer.io/help/pulse/receivables.md#mark-an-invoice-as-paid) and [Record a promised payment or a dispute](https://docs.sparklayer.io/help/pulse/receivables.md#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](https://docs.sparklayer.io/help/pulse/carts.md).

| 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](https://docs.sparklayer.io/help/pulse/customers.md#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](https://docs.sparklayer.io/help/pulse/products.md). 

## 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](https://docs.sparklayer.io/help/pulse.md#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.

1. On the quote or invoice, choose **Send reminder** from **Actions**. The button is highlighted on a stale quote or an overdue invoice.
2. 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.
3. Click **Copy**, then paste it into a new email and send it.
4. 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 |

1. 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".
2. Check the quantities, then check out or submit a quote. See [Order for a customer](https://docs.sparklayer.io/help/sales-ordering/order-for-a-customer.md).
3. 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.

1. 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.
2. Start typing, such as an account name, a contact, a product name or SKU, or an order number like `#1234`.
3. 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](https://docs.sparklayer.io/help/pulse/task-list.md).
- Press Esc to close search.

## FAQs

**Where have the other buttons gone?**

Each panel shows its main button at the foot and puts the rest under **Actions**. Click **Actions** to see them.

**Does converting a quote to an order mark it accepted?**

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**.

**Does Pulse email the reminder for me?**

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](#send-a-reminder).

**Does marking an invoice paid in Pulse update Xero or QuickBooks?**

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.

**Why is an account's usual basket different from its average order?**

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](https://docs.sparklayer.io/help/pulse/reorder-radar.md#how-the-figures-are-worked-out) on Reorder radar.