Understanding the client profile lifecycle
Understand what each client status means, what you need to do to move a client forward, and how statuses relate to your sales pipeline.
Every Direct Client in Agency Accelerator has a profile status, shown as a badge in the top right of their profile. The status tells you whether the client is ready to work with: whether you can post jobs for them, schedule workers and raise invoices.
The status is set by how complete the client's profile is, and by whether you have activated or deactivated them. It is separate from the phase the client sits in on your sales pipeline, which records how far along the relationship is. Both are explained below.
Before you begin
- Statuses apply to Direct Clients. Care Hires clients are managed by Care Hires and their profiles are read only for agency users.
- You need permission to manage clients to move a client between statuses. See Who can create and manage clients in Agency Accelerator.
The profile statuses
| Status | What it means | What you need to do |
| DRAFT | The client has been created, but their profile is not finished. You cannot schedule jobs for them yet. | Complete the missing steps. The progress ring at the top of the profile shows how many are done. |
| CLIENT PROFILE COMPLETE | Every required step is finished, including at least one rate card, but the client is not live. | Select Activate Client at the bottom of the profile. |
| ACTIVE | The client is live. | Nothing. You can post jobs, schedule workers and raise invoices for them. |
| INACTIVE | The client has been deactivated, with a reason. They cannot be accessed anywhere in the platform. | Nothing, unless the relationship resumes. Then reactivate them. |
A new client moves from DRAFT to CLIENT PROFILE COMPLETE to ACTIVE. An active client can be deactivated, and an inactive client can be reactivated.
Moving a client from Draft to Active
A client stays in DRAFT until four things are in place. While they are in draft, Let's finish setting up this Client appears at the top of the profile with a progress ring, for example 3/4.
- Select Update Details beside the progress ring. The You're almost done setting up this client checklist opens.
- Work through any step without a green tick:
- Enter the client's basic information: the company details, phone numbers and VAT information
- Add the client's related sites: at least one site where your workers will work
- Fill in the client's billing information: who to invoice and how
- Enter the client's rate cards: at least one rate card, so jobs can be priced and billed
- Select a step with a blue arrow to go straight to it.
When all four are done, the status changes to CLIENT PROFILE COMPLETE.
- Select Activate Client. You will see a confirmation, and the status changes to ACTIVE.
Tip: When you create a client and choose Finish Setup Later, they are saved in DRAFT. It is easy to forget them there. Check your draft clients regularly so none are waiting on a rate card you agreed weeks ago.
Changing an active client's details
Select the three dot menu beside the ACTIVE status and choose Update Profile to edit the client's details. You can also use the icons beside the profile to go straight to their sites, billing, documents, rate cards, activity, settings or audit log.
Deactivating and reactivating a client
When you stop working with a client, select the three dot menu beside the ACTIVE status, choose Inactive and pick a reason. The status changes to INACTIVE. Select View Inactivate Reason from the same menu to see why a client was deactivated.
To bring a client back, choose Activate from the menu. The client returns to CLIENT PROFILE COMPLETE, so you can check their details, and is live again once you select Activate Client.
See How to deactivate or reactivate a client for the full steps and the list of reasons.
Profile status and your pipeline
The client pipeline tracks the sales relationship, not the profile. A client can be at Negotiation on the pipeline while their profile is still in DRAFT, because you have started setting them up before the deal is signed.
The two meet at one point. To move a client from Onboarding to Live on the pipeline, their profile must be activated first. A half completed client record cannot become a working client.
| Pipeline stage | Typical profile status |
| Potential, Contacted, Qualified, Proposal Sent, Negotiation | Often not created yet, or DRAFT |
| Onboarding | DRAFT or CLIENT PROFILE COMPLETE |
| Live | ACTIVE |
| Dormant, Lost | Often INACTIVE |
See How to manage your client sales pipeline for how to move clients between phases.
Good habits worth adopting
- Finish profiles before the first job is agreed. A client in draft cannot be scheduled, so a last minute rate card can hold up a shift.
- Keep the pipeline and the profile in step. When a client is activated, move them to Live on the pipeline the same day. When one is deactivated, move them to Dormant or Lost.
- Use the checklist, not memory. Update Details shows exactly what is missing.
If something looks wrong
The Activate Client button is missing. The profile is not complete yet. Open Update Details and finish any step without a green tick. The most common gap is a missing rate card.
A client is still not live after you reactivated them. Selecting Activate returns them to CLIENT PROFILE COMPLETE. Select Activate Client to make them live.
A client will not move to Live on the pipeline. Their profile has not been activated. Activate the profile first, then move them on the pipeline.
A client's status looks wrong. Check the client's Audit Log to see who changed what, and when.
If something still does not look right, contact our Support Team with the client's name and reference number.