Overview
You can find a client from the Cases page by searching for them. You can also use the Search Cases box in the top header from any page. If your firm has the Clients page, you can search a list of clients there too.
Searching from the Cases Page
Where to find it: Click Cases in the left-hand navigation menu, then open the Or — Search For A Client section above the case list.
Go to the Cases page from the left-hand menu.
Open the Or — Search For A Client section.
Type your search term. You can search by name, email address, mobile phone number, postcode, address, company name or case reference.
Press Enter or click Search.
To clear your search, click the × in the search box.
A search looks across all the cases you can see for the selected product type, even ones your Select Filter filters would hide. Not Proceeding With cases are left out unless you show them (see below). While a search is active, the filters under Select Filter (such as adviser, status and dates) are set aside, and they come back when you clear the search. Applying one of those filters clears the search. The product type you have chosen and your Show/Hide options still apply.
Searching from the Clients Page
If you can see Clients in the left-hand menu, you can use it to view and search your client list.
Click Clients in the left-hand menu.
Type into the search box. It searches by client ID, email address, full name and mobile number.
Press Enter or click the search icon. Matching text is highlighted in the results.
Use the page controls to move between pages, and change the number of clients shown per page (10, 25, 50 or 100).
If You Cannot Find a Client
Check the product type: Make sure the right product type (for example Mortgages or Protection) is selected under Choose Product Type.
Check your filters: When you are browsing rather than searching, active filters can hide cases. Click Clear All Filters to reset them.
Check for hidden future follow-ups: If Show cases with a follow up date in the future has been unticked, cases with a future follow-up date are hidden. Click Show/Hide, tick Show cases with a follow up date in the future, then click Apply.
Check for Not Proceeding With cases: these are hidden by default. Click Show/Hide, tick Show NPW cases, then click Apply.
The client may belong to another adviser: Each case is assigned to an adviser, and the cases you can see depend on your role and permissions. If you do not have access to another adviser's cases, you will not see them.
Frequently Asked Questions
Q: I cannot see a client I know exists. Why?
A: Check the points above. If the client belongs to another adviser and you believe you should have access, check with your administrator.
Q: How do I filter by case status?
A: On the Cases page, open Select Filter and click Statuses. Tick the statuses you want and click Apply. The statuses you can choose depend on the product type selected. To remove all filters, click Clear All Filters.
Q: Can I search by phone number?
A: Yes. Spaces are ignored, and part of a number is enough to match. To find a number whether it was saved with +44 or with a leading 0, search for the digits after the +44 or the 0 (for example 7700 900123).
Need More Help?
If you need further assistance, contact our support team through the chat widget or email support@smartr365.com.