Working on a record

A notes field appears on a step as a large box with a small toolbar, if an owner or admin has added one to that step in stream settings.

Type normally. Line breaks are kept. For formatting, select some text and use B or *I*, or start a line with - for a bullet - or type the markers yourself: **bold**, *italic*.

Click Preview to see how it will read to a colleague, and Edit to go back.

Click Improve with AI (1 token) to have the AI check it. You get two suggestions: Spelling and grammar keeps your wording and just corrects mistakes, and Reworded rewrites it to read more clearly. Read them, then press Use this on the one you want, or Discard to keep what you wrote. Nothing changes until you choose.

Click Save as usual - the AI suggestion is not saved just because you accepted it into the box.

Links and HTML are not supported on purpose. Pasting either shows the raw text rather than a link, which is what keeps a note somebody else typed safe to open.

A single field holds up to 50,000 characters, which is around 8,000 words. It is a backstop against a runaway paste rather than a working limit, and normal notes will never come near it. If a value is somehow over it, the save is refused and told to you rather than being quietly cut in half.

This is not the Notes tab. A notes field belongs to a step, can be required before a record advances, and is exported and searched like any other field. The Notes tab below is a running comment thread. Use the field for "what the record says", and the tab for "what we said to each other about it".

Open the Notes tab (available on every record).

Type in the box and click Add note to leave a comment for your team - useful for context, call summaries, and hand-offs.

Each note shows who wrote it and when. You can edit or delete your own notes; owners and admins can edit or delete any note.

Open the Tasks tab. It is owner/admin only - the Tasks tab is an internal to-do list, so member-role users don't see it.

Enter a task title, optionally pick a due date and assign it to a team member, then click Add task.

Tick the checkbox to mark a task done (open tasks are listed first, then by due date). Overdue tasks are highlighted in red.

Delete a task with the trash icon. Tasks are per-record to-dos - e.g. "call the customer back", "send the paperwork".

Note that because members can't see the Tasks tab, a task assigned to a member won't be visible to them. Use Notes if you need to tell a member something on the record.

If this stream has a Contact field (an owner or admin adds one in the stream's Configuration page), it appears on the step as a search box rather than a text box.

Type a few letters of their name, company or email and pick them from the list. The record now points at that contact instead of holding a copy of their details.

To change it, click Clear and search again. Save the step as usual - picking is not saving.

If the list says there is no Contacts stream yet, an owner or admin needs to mark a stream as Contacts first (its Configuration page, or the Contacts template on /streams).

Somebody not in Contacts yet? Add them as a record there first, then come back and pick them.

Open a contact - a record in the stream marked as your Contacts - and look at its Overview.

The "Everything for this contact" panel lists every record across the organisation that names them through a contact field: the reference, which stream it is in, the step it is sitting at, and which field names them.

Click any row to open that record.

It only lists records in streams you have access to, so what you see is what you are allowed to see, and nothing hints at work you are not.

Nothing there yet? Add a Contact field to a job or quote stream and pick this person on a record; it shows up here straight away.

The step tracker at the top shows every step and where the record is (blue = where it is now, green = completed or previously visited, faded = not reached yet).

Saving is what moves a record. Fill in the step's fields and press Save and continue to "…" at the bottom. That saves the fields and moves the record to the next step in one action. There is no separate Advance button.

If a required field is empty, nothing is saved or moved and a message lists what is still needed. Fill them in and press it again.

On a step with plugins but no fields there is nothing to save, so the button reads Continue to "…" instead.

On the last step the button is just Save fields, because there is nowhere further to go.

If the next step is one your administrators keep hidden, the button reads "Save and submit" and does not name where it goes. That is the submit-and-hand-over pattern: you fill in your step, press it, and the record passes to head office. It always goes to the very next step in the process, never skipping the hidden ones in between, so a review stage cannot be bypassed.

To move a record backwards, click the earlier step in the tracker to open it. The record does not move when you click, so use it freely.

If you have a member-role login and the record has reached a step your administrators own, you will see a blue "You are viewing this record" banner. Nothing is wrong: the record is with head office, so you cannot move it on from there. If that step is hidden from members, the tracker simply won't list it and the page will say the record is at "a stage handled by your administrators". See "Controlling which steps members can use" in the stream settings help.

You can still fix a mistake on one of your own earlier steps. Click that step in the tracker, correct the value, and press Save fields. The record stays exactly where it is, so a typo spotted late doesn't have to wait for an administrator. This works whatever step the record has reached, as long as the step you're correcting is one you're allowed to work on and the record has already been through it. Steps that belong to your administrators stay read-only, and steps the record hasn't reached yet still can't be opened.

Click any step in the tracker. It opens fully: that step's fields are editable and that step's plugins are usable, so you can send an email from step 1 while the record sits at step 3.

Clicking a step never moves the record. The step you have open is ringed in amber, the record's real position keeps its blue marker, and an amber banner names both with a Return to current step link.

Saving an earlier step saves its fields and leaves the record where it is — correcting a typo on step 1 will not drag the record back to step 1. The button reads Save fields rather than "Save and continue" to make that clear.

Steps the record has not reached yet cannot be opened. They are faded and not clickable: you cannot look at step 2 until step 1 is complete, and completing step 1 is exactly what moves the record onto step 2. A step the record has already visited stays open.

A step with no fields and no plugins shows "No data in this step, please reconfigure". There is genuinely nothing to do on it and nothing to complete, so an owner or admin needs to add a field or a plugin in stream settings. The exception is the final step, where having nothing is normal: it reads "Nothing to do at this step" because the record has arrived.

Scroll to the Fields section on the Overview tab.

Edit the field values, then click Save fields.

Required fields are marked with a red asterisk (*). If any required field is empty, the save is blocked and a message lists which fields still need a value.

File fields hold multiple files: select several at once, or keep adding more using the upload area that stays below the ones you've already added. Remove any file with the ✕ on its preview. Each file has a label box under its preview; type a short caption (up to 120 characters, e.g. "Front of store" or "Signed lease") so a page of similar photos or PDFs is easy to tell apart. Labels are optional, save with the record, and appear in the CSV export.

Large image uploads are automatically resized in your browser before they're sent, so big photos straight off a phone upload without errors. Changes are logged in the audit trail.

Find the Details card on the Overview tab and pick a name from the Unassigned dropdown.

The change saves immediately and is recorded in the audit trail.

The Details card is not shown to member-role logins, so members cannot re-assign, archive or move records. That is true at every step, including one they are allowed to work on: those are administrator actions, not step work.

In the Details card, click Archive. Archived records are hidden from the default view but never deleted.

To see archived records, toggle the "Show archived" filter in the Records table.

Open an archived record and click Restore in the same place to bring it back.

Click the Email or SMS tab (visible if your organisation has the relevant plugin active).

Compose your message and click Send.

The message is logged under this record's communication history.

If a message fails to send, click the Resend button next to the failed message to retry delivery.

Email, SMS and WhatsApp replies arrive in the same tab as the message they answer, tinted green and badged received, showing the sender instead of a Streams user.

Email replies need nothing from the customer. Every email sent from a record carries a reply address that names the record, so when they hit reply the answer lands here. Anything they attached is saved onto the record, and the quoted history below their reply sits behind a Show quoted text link.

You get an email when one lands - the person the record is assigned to, or, if the record is unassigned, whoever your organisation nominated under Reply notifications on the Settings page. Open the record from that email and answer there; replying to the notification itself does not reach the customer.

A received message has no Resend button, because it isn't yours to send again.

To stop these alerts reaching you, turn off email notifications on My Account (/account).

Type a mobile number however you normally write it, e.g. 0491 570 006. When you click away it is rewritten to full international form (+61491570006) using your organisation's country, set on /settings.

For an overseas number, start it with + and the country code (e.g. +64 21 234 567). It is kept exactly as typed.

If the number isn't valid, you're told immediately, before an SMS is sent and before any tokens are spent. Sending an SMS to a landline is refused for the same reason.

Resending a failed SMS re-reads the number first, so an old message that failed because of a badly formatted number can now go through on the retry.

On the Overview tab, scroll to the Quotes section (visible if your organisation has the Quotes plugin active).

Click "New Quote" to create a quote. Fill in the customer name, email, amount, currency, description, and optional notes.

If your organisation has a tax type configured (e.g. GST, VAT), a live tax breakdown appears below the amount field showing Subtotal + Tax = Total. The default is ex-GST entry; click "Switch to inc GST" to enter a GST-inclusive amount instead.

A PDF is automatically generated with the tax breakdown. Click "Send" to email the quote to the customer.

Customers receive a link to a public page where they can view the quote (with tax breakdown) and accept it by typing their full name.

Quote statuses: Draft, Sent, Viewed, Accepted, Expired, Cancelled.

To cancel a quote, click the Cancel button. To mark a deposit as received after the customer pays, click "Mark Deposit Received".

Click the PDF icon to download the generated quote document.

On accepted quotes, click "Convert to Invoice" to create an invoice pre-filled from the quote (requires Invoicing plugin). If invoicing is in a different stream, you will be prompted to move the record first.

On the Overview tab, scroll to the Invoices section (visible if your organisation has the Invoicing plugin active on the current step).

Click "New Invoice" to create an invoice. Fill in the customer name, email, and add line items with description, quantity, and unit price.

Each line item can be taxable (GST calculated at 10% by default) or non-taxable. Totals update live as you type.

Set a due date, payment terms (e.g. "Net 14"), and optionally configure auto-advance to move the record to a specific step when the invoice is fully paid.

A PDF is automatically generated with a professional line item table, GST breakdown, and your company's payment details.

Click "Send" to email the invoice with the PDF attached to the customer. They receive a link to a public invoice page.

To record a payment, expand the invoice and click "Record Payment". Enter the amount, method (bank transfer, cash, card), and optional reference.

Partial payments are tracked automatically - the status changes to "Partially Paid" until the full amount is received, then "Paid".

Invoice statuses: Draft, Sent, Viewed, Paid, Partially Paid, Overdue, Void.

To void an invoice, click the Void button. Paid invoices cannot be voided. To regenerate the PDF after editing, click "Regenerate PDF".

To convert a quote into an invoice, click "Convert to Invoice" on an accepted quote. This pre-fills customer details and creates a single line item using the quote's stored ex-GST amount and tax rate, so the invoice total matches the quote exactly. If invoicing is in a different stream, you'll be prompted to move the record first.

Go to the Export Data page (/export). If your organisation has the Invoicing plugin active, an "Export Invoices" section appears below the records export.

Select a date range using the From and To date pickers (defaults to last 90 days, maximum 365 days).

Optionally filter by invoice status (Draft, Sent, Viewed, Paid, Overdue, Partially Paid, or Void).

Click "Export Invoices CSV" to download the file.

The CSV includes: Invoice Number, Issue Date, Due Date, Status, Customer Name, Email, ABN, Subtotal (ex GST), GST Amount, Total (inc GST), Amount Paid, Outstanding, Payment Method, Reference, Company Name, Company ABN, Currency, linked Quote Number, and Line Items summary.

GST is calculated per line item (the Taxable Sale Rule), the same method used by MYOB and Xero. Each line's GST is rounded to the nearest cent, then all line GST amounts are summed. This means totals match exactly when you import into MYOB or Xero.

Each line item has a taxable checkbox. Untick it for GST-free items (e.g., certain food items, exports, reimbursements). In MYOB/Xero, taxable items map to "GST on Income" and non-taxable items to "GST Free Income" - no manual correction needed.

Example - multiple taxable items: Item A ($20.00 ex-GST, GST = $2.00) + Item B ($3.70, GST = $0.37) = Total GST $2.37.

Example - mixed taxable and GST-free items: A $100 consulting fee (taxable, GST = $10.00) + a $50 travel reimbursement (GST-free, GST = $0) = Total GST $10.00, Total $160.00.

Important for CSV import: The export shows ex-GST subtotals and GST separately. Do not tick "Tax Inclusive" in MYOB/Xero when importing - this would double-count the GST.

When converting a quote to an invoice, the quote's stored GST rate is used (not the current config), so the invoice total always matches what the customer accepted.

If the stream has a sub-stream set up (stream settings, Sub-stream), the Overview tab shows a panel for it listing everything raised against this record so far.

Click the New button on that panel to raise another. It is created straight away and you land on it.

What you land on is a full record in the sub-stream, with its own steps, required fields and documentation. A progress claim can be submitted, assessed, approved and paid exactly like any other record, because that is what it is.

There is no limit and no fixed number. Raise one claim or seven; the panel simply lists them.

This record is not locked by them. You can keep editing it and keep advancing it through its own steps while claims accumulate. (That is unlike Copy & link, which does freeze the record it copied from.)

The panel shows a total for any field the sub-stream summarises with Sum, so the amount claimed against this record adds itself up as you go.

Open any row to work on that claim. Its Details card says "Raised against" with a link back here.

Archiving a claim removes it from the panel and from the total.

While live sub-records exist, this record cannot be moved to another stream. Archive them first if it really has to move.

Click Move to stream in the Details card actions. Members do not see this card, and the transfer API rejects them.

Select the destination stream from the dropdown, then choose which step the record should land on.

Pick a mode (when the destination stream accepts linked copies, both are offered; Copy & link is the default):

Click the OCR tab (visible if your organisation has the OCR plugin active).

Click "Scan Document" and select an image (JPG, PNG, WEBP, TIFF) or PDF file (max 20 MB).

The file is uploaded and processed using AI-powered text extraction.

Extracted text appears immediately and is saved to the scan history.

Every scan is recorded - you can expand any past scan to see the full extracted text, who scanned it, and when.

For PDFs, each page is scanned individually and the results are combined.

Each scan costs 20 tokens, deducted from your org's monthly bucket. Check the billing page for the current balance.