1. Open your preferred web browser and enter the Back Office URL in the address bar.

2. On the login page, enter your username and password.

3. Double-check that you have entered your login credentials correctly.

4. Click on the "Sign In" button to proceed to the Back Office Portal's homepage.

5. Once you have successfully logged in, you will be directed to the Back Office Portal's homepage, where you can access the various management tools and functionalities available.

6. Remember to log out of the Back Office Portal once you have completed your tasks to ensure the security of your account.

1. A mistake in the email address will result in an error message stating "The user does not exist".

2. If you encounter this error, double-check your email address and try again.

1. If you enter an incorrect password, you will see an error message stating "Incorrect Email and Password".

2. If you encounter this error, try entering your email address or password again. Make sure that the Caps Lock key is not turned on and that there are no extra spaces in the password.

1. On the login page, click on the "Forgot Password?" button.

1. Enter your registered email address and click on the "Reset Password" button.

1. An email with a password reset link will be sent to the email address you provided.

2. Check your email inbox for the password reset email from the CRM. If you do not see it in your inbox, check your spam or junk folder.

3. Click on the password reset link in the email.

1. Enter your new password in the "New Password" field and re-enter it in the "Confirm New Password" field.

2. Click on the "Confirm" button to save your new password.

3. Once your password is reset successfully, you will be redirected to the login page.

4. Enter your email address and your new password to log in to the Back Office Portal.

Public Tags

1. To add a new public tag, select the Settings Button and click the "+" icon.
2. Enter the name of the tag, ensuring it is no more than 50 characters and does not repeat an existing tag. Press "Enter" on your keyboard.

3. The tag is now created, and brokers can add it to their leads by clicking "New Tag." If the lead already has 30 tags, the broker will not see the "New Tag" button.
4. The new public tag is now available for use on all leads.

Private Tags

1. Click on the "New Tag" button. If the lead already has 30 tags, the "New Tag" button will not be visible.
2. Enter the name of the tag and click "Create." The tag cannot exceed 50 characters and must be unique to the lead.
3. The tag will be automatically added to the client/lead once it is created.

To remove a tag from your lead profile, simply click onto the “x” button:

1. Public and private tags are separated by a line.

2. By default, public tags are displayed on top, while private tags are shown below.

Public Tags

You can sort the tags by holding and dragging them to the respective position.

Private Tags

You can sort the tags by holding and dragging them to the respective position.

Public Tags

1. Select the "Settings" icon.

2. Select the “>” icon for the tag you wish to change color for.

3. Select your preferred color choice.

Private Tags

1. Click on "New Tag."

2. Click on the "..." icon next to the tag you want to change the color for.

3. Choose your preferred color from the available options.

Public Tags

1. Select the “Settings” icon.

2. Select the “>” icon for the tag you wish to delete.

3. Click “Delete”.
4. A pop-up notification will appear to inform you that deleting the tag will remove it from all lead's profiles.

5. Click on "Confirm" to proceed with the deletion of the tag.

Private Tags

1. Select "New Tag".

2. Select the "..." icon on the tag you wish to delete.

3. Click "Delete".
4. A pop-up notification will appear to inform you that deleting a tag will remove it from all clients and leads profiles.

5. Click "Confirm" to proceed with the deletion of the tag.

1. The Activities tab shows all notes, emails, calls, and tasks.

2. To-do tasks appear at the top, and completed activities appear below in reverse chronological order (i.e. newest activities at the top).
3. All activities are collapsed by default. You can expand each activity to view details or click "Expand All."
4. Use the search bar to find a specific activity.
5. Filter activities by category with the drop-down menu.

Viewing Notes

1. Brokers can take down notes for leads to facilitate follow-up.

2. This tab displays a record of all notes.

3. Each note has a 5,000 character limit.

4. Notes are sorted in reverse chronological order (i.e. latest notes at the top), categorized by month, and display the following information:

   • Creater of note

   • Date and time created

   • Note content

   • Attached files (if any)
5. Use the search function to find specific notes.

Creating Notes

1. To create a new note, click the "Create Note" button or the "Create Note" icon.
2. Tag the note by clicking on the icons for email or call to indicate the communication channel used.
3. This tagging system allows you to easily identify which communication channel your client used to contact you and helps with efficient follow-up.

4. Type out the note in the text box provided and attach any relevant files by clicking on the "Attach" icon.

5. Click "Confirm" to save the note.

Editing Notes

1. Only the creator of the note will be able to edit.

2. To edit, locate the note you want to edit and click on the "Edit" icon.
3. Amend the note accordingly and click “Save” to confirm your changes.

Deleting Notes

1. By default, only the creator of the note can delete it. However, you can enable the permissions for other users to delete notes.
2. To delete the note, locate the note that you want to delete and click on the “Delete” icon.
3. A pop-up window will appear, asking you to confirm that you want to delete the note. Click "Confirm" to proceed with the deletion.
4. Once you click "Confirm", the note will be permanently deleted and cannot be recovered.

Viewing Emails

1. A record of all emails sent to the client will be displayed here.

2. Emails are sorted in reverse chronological order (i.e. latest emails at the top), categorized by month, and display the following information:

   • Email Subject

   • Email Sender

   • Email Status
3. The email content will not be shown in this tab. To view the content of an email, go to the "Notify" tab. (For more details, please refer to this section: 11. Notify).
4. Use the search bar to find a specific email.

Sending Emails

1. To send out emails, you will need to enable the "Emails" permission. Otherwise, you will only be able to view email records here.
2. Send emails to the client by:

   • Clicking "Send Email" under the Email tab; or

   • Clicking the "Send Email" icon.
3. Fill in the following information:

   • Sender Email

   • Recipient - the lead's email address will be filled in by default

   • Email Subject

   • Email Content
4. Click "Send" (Please refer to this section for more details on drafting of emails: Send Email Notifications).

5. Email record will be displayed.

Viewing Call Records

1. All outgoing and incoming calls are recorded and displayed in this tab.

2. Calls are sorted in reverse chronological order (i.e. latest calls at the top), categorized by month, and display the following information:

   • AirCall number

   • Lead's number

   • Call duration

   • Date and time of the call
3. Call records are collapsed by default but can be expanded individually by clicking the "Expand" icon or all at once by clicking "Expand All".

Calling Leads

Viewing Tasks

1. This tab displays a record of all tasks, which are categorized by "To-Do" and "Completed".

2. To-do tasks are shown at the top, and completed tasks are displayed below in reverse chronological order by month (i.e. the latest tasks are shown on the top).

3. Each task record shows the task title and the user assigned to it.
4. Tasks are collapsed by default, but you can expand them individually by clicking the "Expand" icon or expand all tasks with the "Expand All" function.
5. You can search for a specific task using the search function.

Creating Tasks

1. To create tasks, you will need to enable the "Add Tasks" permission. Otherwise, you will only be able to view task records here.
2. Create tasks by:

   • Clicking "Add Task" under the Task tab; or

   • Clicking the "Add Task" icon.
3. Fill in the respective fields and click "Save". (Please refer to this section for more details: 8. Tasks)

4. The task record will be displayed.

Editing Tasks

1. Only the following parties will be able to edit the task:

   • Creator of task

   • Handler of task

   • Owner of the CRM

2. To edit, locate the task you want to edit and click on the "Edit" icon.
3. Amend the task accordingly and click “Save” to confirm your changes.

Deleting Tasks

1. Only the following parties will be able to delete the task:

   • Creator of task

   • Handler of task

   • Owner of the CRM

2. To delete the task, locate the task that you want to delete and click on the “Delete” icon.
3. A pop-up window will appear, asking you to confirm that you want to delete the task. Click "Confirm" to proceed with the deletion.
4. Once you click "Confirm", the task will be permanently deleted and cannot be recovered.

The Info Updates tab shows all activities done for this particular lead. This allows broker to easily monitor and track activities carried out for the potential lead. It also allows them to identify the person responsible for each action taken.

Click on the "Create Leads" button.

1. Fill in the respective fields:

   • Name - This is a required field.

   • Gender - This field is optional.

   • Nationality - This field is optional.

   • Owner - This refers to the salesperson in charge of following up with the lead. Brokers can select the name of the user or input the email address of the user, which can be created via the CRM Backoffice Portal (Please refer to this section for more details: User Management). This field is optional.

   • Email - This field is optional, but if entered, email addresses cannot be duplicated with any existing leads or clients.

   • Phone Code - This field is optional.

   • Phone Number - This field is optional, but if entered, phone numbers cannot be duplicated with any existing leads or clients.

   • Comment - This field is optional.

2. Once you have filled in the necessary fields, click on the "Confirm" button.

3. If you have entered a phone number or email address that is already associated with an existing user, you will receive an error message stating "There is already a client portal user with the same phone number / email address".

If the lead is successfully created, a message "Create Leads Success" will appear.

1. Brokers can use the batch import function to create multiple leads at once.

2. To access the batch import function, click the "..." icon and select "Import".

1. Download the "Leads Import" file from the popup notice that appears.

1. Fill in the respective columns in the Excel template:

   • Name

   • Gender

   • Nationality

   • Email - cannot be duplicated with existing CRM clients.

   • Phone Code

   • Phone Number - cannot be duplicated with existing CRM clients.

   • Owner - This refers to the salesperson in charge of following up with the lead. Brokers can select the name of the user or input the email address of the user, which can be created via the CRM Backoffice Portal (Please refer to this section for more details: User Management). This field is optional.

   • Comment

   • Lead Status

   • Source
2. Download the "Nationality_Country_Code" file and fill in the corresponding country code for Nationality.
3. Upload the filled-in Excel template by clicking "Upload File".

4. Click "Confirm" to import the leads.

1. If the batch import is successful:

   • A popup notice will inform the broker that the batch operation is being processed.

   • To view the status of the batch import, click "Confirm" and the broker will be redirected to the batch operation page (Please refer to Batch Operation for more details).
2. If any errors are detected:

   • There will be a popup notice to inform the broker of the error.

   • The broker will need to amend the file to rectify the error before the batch operation can proceed.

1. Brokers will need to select the leads and the batch operation they wish to do.
2. The broker will need to select the owner's name or key in the email address of the owner here and click “Confirm”.
3. A pop-up notice will appear for the broker to “Confirm” to proceed.
4. Upon clicking “Confirm”, a popup notice will appear to inform the broker that the batch operation is being processed. The broker can click “Confirm” to view the batch operation status.
5. Upon clicking “Confirm”, the broker will be redirected to the batch operation page where they can view the status of the batch operation (please refer to this section for more details: Batch Operation).

1. Brokers will need to select the leads and the batch operation they wish to do.
2. The broker will need to select the lead status and click “Confirm”.
3. Upon clicking “Confirm”, a popup notice will appear to inform the broker that the batch operation is being processed. The broker can click “Confirm” to view the batch operation status.

1. Upon clicking “Confirm”, the broker will be redirected to the batch operation page where they can view the status of the batch operation (please refer to Batch Operation for more details).

1. Brokers will need to select the leads and the batch operation they wish to do.
2. Upon clicking "Delete", a popup notice will appear to ask you to confirm if you wish to delete the selected leads.
3. Upon clicking “Confirm”, a popup notice will appear to inform the broker that the batch operation is being processed. The broker can click “Confirm” to view the batch operation status.

1. Upon clicking “Confirm”, the broker will be redirected to the batch operation page where they can view the status of the batch operation (please refer to Batch Operationfor more details).

Locate the lead you wish to delete and click on the "Delete" icon.

1. A popup notification will appear.

   • For unconverted leads, the notification will ask you to confirm that you want to delete the lead.
   • For converted leads, the notification will inform you that the lead has been converted to a client and will ask for your confirmation to proceed with the deletion.
2. Click "Confirm" to delete the lead. Once a lead is deleted, it cannot be recovered. Please ensure that you have selected the correct lead to delete.

1. This category is shown on the side bar on the left.
2. It displays the lead status and the respective personnels assigned to the lead. All details can be amended by clicking onto the “Edit” button:

   • Owner - this refers to the salesperson that is in charge of this lead.

   • Participants - this refers to other users that are involved with and following the activities of this lead.

   • Lead Status - this refers to the status of the leads:

     • Followed Up

     • Not Followed Up

     • No Intention

     • Intention

     • No Response

     • Incorrect Data

1. This category shows the detailed profile of the lead, including its source and conversion status. Brokers can click onto the "Edit" button to amend any of the following information:

   • Name

   • Gender

   • Nationality

   • Phone

   • Comment

   • Source

   • Join Date - this refers to the date that the lead was created and cannot be amended.
2. Conversion Status - there are 2 status that are system generated here.

   • Converted - the lead has successfully registered a CRM account and has been converted to a client.

   • Unconverted - the lead has not registered a CRM account with the broker.

This category is where brokers can take actions to convert the lead into a client.

1. Send Registration Email

   • Clicking this will send an account registration email to the lead to prompt them to register a CRM account with the broker.

     • You will need to select the Client Type and click “Confirm”.

     • An email with the registration link will be sent to the lead.
2. Create a Client Portal Account

   • Clicking this will allow brokers to directly create a CRM account for the lead.

     • The broker will have to fill in the necessary fields as per the client registration process (Please refer to this section for more details: Registration Form).

       • The available data of the lead will be automatically filled in.

       • Upon successful creation of a CRM account for the lead, the status of the lead will automatically be turned from “Unregistered” to “Registered”.
3. Bind Existing Clients

   • Clicking this will bind the lead to an existing client of the broker.

     • The broker will need to key in the client ID or client email address they wish to bind the lead to.

     • Once the lead is bound to the client, the status will change from “unregistered” to “registered”.

The “Last Sending Time” is also displayed here. This refers to the last email sent out to the client via the “Send Registration Email” function.

Click "Create Client".

1. Navigate to "New Trader".

2. Fill in the respective fields:

   • ID - This refers to the CRM account ID of the client. If left blank, the CRM ID will be automatically generated by the CRM.

   • Referrer Code - This refers to the Referrer Code for this client. If left blank, the Referral Code will be automatically generated by the CRM.

   • Name - This refers to the name of the client and is a required field.

   • Nationality - This refers to the nationality of the client and is an optional field.

   • Code - This refers to the country code of the client's phone number. This is a required field.

   • Phone Number - This refers to the phone number of the client. This is a required field and cannot be duplicated with existing clients.

   • Email Address - This refers to the email address of the client. This is a required field and cannot be duplicated with existing clients.

   • Password - This refers to the password of the CRM account created for this new client. This is a required field.

   • Owner - This refers to the client's main point of contact (e.g. sales person in charge) and is an optional field.

   • Participants - This refers to other personnel that may be in charge of following up with the client (e.g. account managers or other relevant staff). This is an optional field.

   • Referrer - This refers to the referrer code of the referrer of this client. Filling in the referrer code will automatically create this account as a downline of the referrer. This is an optional field.

   • Force User to Update Password - Selecting this option will force clients to change their password upon the first login to the CRM Client Portal.

   • Send Notification Email to the Client - Selecting this option will automatically send an email to the client with the respective credentials.

3. Click "Create User".

1. In the event of an existing user with the same email address or phone number, a prompt will appear to notify the broker.

2. In the case of an error, the broker should follow up with the client to inform them that an account already exists with the same email address or phone number. Brokers can also direct them to log in to their existing account to avoid creating duplicates.

Click "Create Client".

1. Navigate to "New IB".

2. Fill in the respective fields (similar to that of Trader Registration):

   • ID - This refers to the CRM account ID of the client. If left blank, the CRM ID will be automatically generated by the CRM.

   • Referrer Code - This refers to the Referrer Code for this client. If left blank, the Referral Code will be automatically generated by the CRM.

   • Name - This refers to the name of the client and is a required field.

   • Nationality - This refers to the nationality of the client and is an optional field.

   • Code - This refers to the country code of the client's phone number. This is a required field.

   • Phone Number - This refers to the phone number of the client. This is a required field and cannot be duplicated with existing clients.

   • Email Address - This refers to the email address of the client. This is a required field and cannot be duplicated with existing clients.

   • Password - This refers to the password of the CRM account created for this new client. This is a required field.

   • Owner - This refers to the client's main point of contact (e.g. sales person in charge) and is an optional field.

   • Participants - This refers to other personnel that may be in charge of following up with the client (e.g. account managers or other relevant staff). This is an optional field.

   • Referrer - This refers to the referrer code of the referrer of this client. Filling in the referrer code will automatically create this account as a downline of the referrer. This is an optional field.

   • Force User to Update Password - Selecting this option will force clients to change their password upon the first login to the CRM Client Portal.

   • Send Notification Email to the Client - Selecting this option will automatically send an email to the client with the respective credentials.

3. For IBs, brokers may also fill in the IB registration fields that can be customized (please refer to this section for more details: Registration Form):

   • Company Name - This refers to the company name of the IB.

   • Total Number of Current Customers - This refers to the number of clients that the IB has.

   • Number of New Customers Opened Per Month - This refers to the number of clients that the IB can refer each month.

   • Current Total Funds - This refers to the amount of deposits the IB has.

   • Year of Employment - This refers to the number of years the IB has in the industry.

4. Click "Create User".

1. In the event of an existing user with the same email address or phone number, a prompt will appear to notify the broker.

2. In the case of an error, the broker should follow up with the client to inform them that an account already exists with the same email address or phone number. Brokers can also direct them to log in to their existing account to avoid creating duplicates.

A summary of your client will be displayed here. Information includes:

1. Name of Client

2. Client ID

3. Owner

4. Participants

5. Client Group

6. Leads - this is applicable if the client's account was converted from a Lead.

Brokers can amend the details by clicking onto the "Edit" icon and making the necessary changes. The following details can be edited:

1. Client Type

2. Owner

3. Participants

4. Client Group

The "Register Info" tab displays the registration information submitted by the client:

1. System Information

   • Source - this displays the source of the client if the client registered their account via a promotional link.

   • Join Date

   • Domain

2. Personal Information

   • Name

   • Nationality

   • Phone

   • Email

3. Agency Qualification (for IBs only) - the details shown will be as per the fields setup by the broker (please refer to this section for more details: Registration Form).

   • Company

   • Total Number of Current Customers

   • Number of New Customers per Month

   • Current Total Funds

   • Years of Employme

Brokers can amend all details except for Source and Join Date by following the steps below:

1. Click the "Edit" icon.
2. Make the changes.

3. Click the "Save" icon.

Brokers can assist clients to reset their CRM account password by the following the steps below:

1. Click "Reset Password".
2. Fill in the new password.

3. Select "Force User to Update Password" if you require the client to change the password upon logging in.

4. Click "Confirm".

The "KYC" tab displays the KYC information submitted by the client. The KYC fields shown will be as per what the broker configured in the KYC settings page (please refer to this section for more details: KYC Dynamic Form).

Brokers can amend the KYC details by following the steps below:

1. Click the "Edit" icon.
2. Amend the KYC status. The available options are:

   • Pending

   • Approved

   • Rejected
3. Select the applicable KYC form.
4. Make the necessary changes.

   • If you are selecting a different KYC form from what client originally field in, all data will be lost, and you will need to reinput them.
5. Click the "Save" icon.

Brokers can view the Profile History of the client by following the steps below:

1. Click "Profile History".
2. The list of KYC requests submitted by the client and their respective statuses will be shown.

The "Bank Card" tab displays all bank cards for the various withdrawal methods and their respective statuses.

By default, the bank card details will be hidden. The view the details of each bank card, click onto the "View" icon.

Brokers can assist clients to add bank cards by following the steps below:

1. Click "Add Bank Card".
2. Fill in the respective fields.

Brokers can amend the details of approved bank cards. Bank cards that are pending review cannot be edited. To edit a bank card, follow the steps below:

1. Click onto the "Edit" icon.
2. Make the necessary changes.

Brokers can delete bank cards that are approved. Bank cards pending review cannot be deleted. To delete a bank card, follow the steps below:

1. Click onto the "Delete" icon.

The "Trading Accounts" tab displays all the live and demo trading accounts that the client has and their respective statuses.

Brokers can view the details of each trading account by clicking onto it. A new tab will be opened showing the trading account details.

Brokers can assist client to create or bind trading accounts by clicking onto the respective buttons and filling in the necessary information. Please refer to this section for more details: Creating New Trading Accounts

Brokers can unbind trading accounts from the client by following the steps below:

1. Click the "Unbind" icon.
2. A pop-up notice will appear. Click "Confirm" to proceed to unbind.

Brokers can set the rebate account for the client by following the steps below. Rebate account refers to the account that will receive IB commission rebates. (For more details, please refer to this section for more details: Fixed Commission Scheme).

1. Click onto the "Settings" icon.
2. Select the respective trading account.

3. Click "Confirm".

The "Wallet" tab displays the current status of the client's CRM wallet. Information displayed includes the following:

1. Total Balance

2. Pending Withdrawal

Brokers can deposit or withdraw funds from the client's CRM wallet by following the steps below:

1. Click "Change Balance".
2. Fill in the respective details:

   • Select Deposit or Withdraw.

   • Select Currency.

   • Enter Amount.

   • Fill in Comment (if any).

   • Select "Send notification email to the client" if you want the client to be notified via email with regards to the amount deposited / withdrawn.

3. Click "Confirm" and the CRM wallet balance will be updated immediately.

The "Referral" tab displays an overview of the client's referral and downlines. Information displayed includes the following:

1. Referral Code - this refers to the clients referral code.

2. User Tree - clicking "Referral Tree" will display the referral tree.

3. Referrer - this refers to the name of the referrer.

4. Upline - this refers to the number of uplines.

5. Direct Downline - this refers to the number of direct downlines. Direct downlines mean the downlines that were directly referred by this client.

6. Indirect Downline - this refers to the number of indirect downlines. Indirect downlines mean the downlines that were referred by the client's downlines.

Brokers can only edit the Referral Code. The rest of the information cannot be changed.

1. Click the "Edit" icon.
2. Key in the Referral Code.

3. Click "Save".

Brokers can assist clients to add or change their referrer.

For clients with no existing referrer, the broker can add referrer by following the steps below:

1. Click "Add Referrer".
2. Select the Referrer.

3. Select "Bring Downlines" if you want the entire referral tree to be under the referrer.

4. Click "Update" and the client will now be a downline of the selected referrer.

For clients with an existing referrer, the broker can change the referrer by following the steps below:

1. Click "Change Referrer".
2. Select the Referrer.

3. Select "Bring Downlines" if you want the entire referrer tree to be under the new referrer.

4. Click "Update" and the client's referrer will be updated to the selected referrer.

Brokers can view the referral tree by clicking "Referral Tree".

Brokers will be able to view their:

1. Uplines

   • Name of Upline

   • CRM ID of Upline

   • User Tier of Upline

   • Client Group
2. Downlines

   • Name of Upline

   • CRM ID of Upline

   • User Tier of Upline

   • Client Group

   • Brokers can expand the tree to view all their downlines by clicking onto the "Expand" icon.

The "Commissions" tab displays the referral commission scheme that is applied to the client. The information displayed includes the following:

1. User Tier

2. Fixed Commission Rule

3. Flexible Commission Rule

Brokers can edit the user tier by following the steps below:

1. Click onto the "Edit" icon.
2. Select the Rank Structure and Tier.

   • The Rank Structure can be changed only if the client is the highest upline.

   • Otherwise, the broker will only be able to change the tier.

   • This is because the downlines will follow the Rank Structure of their highest upline.

3. Click "Confirm".

Brokers can click onto the commission structure to view more details regarding the commission scheme.

1. Click the Commission Scheme.
2. Broker will be redirected to the commission settings where they can view the details (please refer to this section for more details: Rule Settings)

Brokers can also change the commission scheme by following the steps below:

1. Click "Change Commission Scheme" or "Add Commission Scheme".

   • "Change Commission Scheme" - this will be displayed if there is an existing commission scheme applied to the client.

   • "Add Commission Scheme" - this will be displayed if there is no existing commission scheme applied to the client.
2. For "Change Commission Scheme", select the commission scheme and click "Save".
3. For "Add Commission Scheme":

   • Select the commission scheme.

   • Select "Add rule for downline IBs" if you want to add this commission scheme for the client's downlines as well.

   • Select "Replace rule for downline IBs" if you want to replace existing commission schemes of your downlines with this selected commission scheme.

   • Click "Save".

Please refer to this section for more details on commission schemes: Rule Settings

1. On the Client Details Page, navigate to "KYC".

2. You will be able to see a section on the top for document verification.

1. Brokers will be able to see the "Status" of the document verification. The different statuses are:

   • Unverified

   • Verified

   • Failed to Verify

2. Click "Document Verification" to proceed with the verification.
3. Fill in Country, File Type and click "Verify".
4. The document will be submitted to SumSub for verification.

1. You will be able to see the updated status, validation results and last verified time.

2. You can click onto the "Validation Results" and a tab will be opened showing the SumSub verification results.

1. This tab shows all the requests that have been submitted by your clients.

2. The requests are categorised according to the request types and arranged in reverse chronological order (i.e. the latest requests will be shown on the top).

3. You can expand the request type to view all the requests submitted and their respective details:

   • Request ID

   • Status

   • Approval Process

4. To view the full details of the request, you can click onto the “Expand” button and you will be redirected to the approval page.
5. To view the full details of the request, you can click onto the “Expand” button and you will be redirected to the approval page.

   • You will need the following “Approve/Reject” permissions in order to view the details of the request.

   • Otherwise, a pop-up notice will appear to inform you that you do not have permissions.
6. By default, each request type will only show up to 5 requests. If there are more than 5, click “Load More” to view.

1. This tab shows all the tickets that have been raised by your clients.

2. This tab will not be shown if you have not installed the “Ticket” function via CRM Marketplace. (Please refer to this section for more details: 16. Tickets)

3. The tickets are categorized according to:

   • Unresolved

   • Resolved

4. By default, all unresolved tickets will be shown on the top. Resolved tickets will be arranged in reverse chronological order (i.e. latest resolved tickets will be on the top) and categorized by month.
5. Each ticket will display the following information:

   • Ticket Title

   • Status

   • Handler

   • Date & Time of Ticket Submission

6. To view the full details of the ticket, you can click onto the “More Details” icon. You will be redirected to the ticket details page.

   • You will need to enable the “Read Tickets” permissions in order to view the details of the request.

   • Otherwise, a pop-up notice will appear to inform you that you do not have permissions.

1. This tab shows an overview of the client's funds and transactions.

2. The data here is updated real time.

3. This tab will only be shown if you have the “Read Transactions” permissions. (Please refer to this section for more details: Role Management)

4. You can view the following information:

   • Deposit

   • Withdrawal

   • Commision Payout

   • Credit In

   • Credit Out

   • Bonus Payout - this will only be displayed if you have installed the Bonus function via CRM Marketplace. (Please refer to this section for more details: 12. Bonus)

   • Transaction Details
5. You can select the time frame in which you wish to extract the data for.

1. This tab displays all trade transactions done by the client.

2. The data here is updated real time.

3. This tab will not be shown if you do not have permissions to the respective report permissions. (Please refer to this section for more details: Role Management)

4. The following reports are available here:

   • Trading History

   • Open Positions

   • Pending Orders
5. You can filter the data via the following:

   • Timeframe

   • Trading Platform Server

Public Tags

4. The new public tag is now available for use on all leads.

Private Tags

3. The tag will be automatically added to the client/lead once it is created.

1. Public and private tags are separated by a line.

Public Tags

Private Tags

Public Tags

1. Select the "Settings" icon.

2. Select the “>” icon for the tag you wish to change color for.

3. Select your preferred color choice.

Private Tags

1. Click on "New Tag."

2. Click on the "..." icon next to the tag you want to change the color for.

3. Choose your preferred color from the available options.

Public Tags

1. Select the “Settings” icon.

2. Select the “>” icon for the tag you wish to delete.

3. Click “Delete”.
4. A pop-up notification will appear to inform you that deleting the tag will remove it from all lead's profiles.

5. Click on "Confirm" to proceed with the deletion of the tag.

Private Tags

1. Select "New Tag".

2. Select the "..." icon on the tag you wish to delete.

3. Click "Delete".
4. A pop-up notification will appear to inform you that deleting a tag will remove it from all clients profiles.

5. Click "Confirm" to proceed with the deletion of the tag.

1. The Activities tab shows all notes, emails, calls, and tasks.

2. To-do tasks appear at the top, and completed activities appear below in reverse chronological order (i.e. newest activities at the top).
3. All activities are collapsed by default. You can expand each activity to view details or click "Expand All."
4. Use the search bar to find a specific activity.
5. Filter activities by category with the drop-down menu.

Viewing Notes

1. Brokers can take down notes for leads to facilitate follow-up.

2. This tab displays a record of all notes.

3. Each note has a 5,000 character limit.

4. Notes are sorted in reverse chronological order (i.e. latest notes at the top), categorized by month, and display the following information:

   • Creater of note

   • Date and time created

   • Note content

   • Attached files (if any)
5. Use the search function to find specific notes.

Creating Notes

1. To create a new note, click the "Create Note" button or the "Create Note" icon.
2. Tag the note by clicking on the icons for email or call to indicate the communication channel used.
3. This tagging system allows you to easily identify which communication channel your client used to contact you and helps with efficient follow-up.

4. Type out the note in the text box provided and attach any relevant files by clicking on the "Attach" icon.

5. Click "Confirm" to save the note.

Editing Notes

1. Only the creator of the note will be able to edit.

2. To edit, locate the note you want to edit and click on the "Edit" icon.
3. Amend the note accordingly and click “Save” to confirm your changes.

Deleting Notes

1. By default, only the creator of the note can delete it. However, you can enable permissions for other users to delete the notes as well.
2. To delete the note, locate the note that you want to delete and click on the “Delete” icon.
3. A pop-up window will appear, asking you to confirm that you want to delete the note. Click "Confirm" to proceed with the deletion.
4. Once you click "Confirm", the note will be permanently deleted and cannot be recovered.

Viewing Emails

1. A record of all emails sent to the client will be displayed here.

2. Emails are sorted in reverse chronological order (i.e. latest emails at the top), categorized by month, and display the following information:

   • Email Subject

   • Email Sender

   • Email Status
3. The email content will not be shown in this tab. To view the content of an email, go to the "Notify" tab. (For more details, please refer to this section: 11. Notify).
4. Use the search bar to find a specific email.

Sending Emails

1. To send out emails, you will need to enable the "Emails" permission. Otherwise, you will only be able to view email records here.
2. Send emails to the client by:

   • Clicking "Send Email" under the Email tab; or

   • Clicking the "Send Email" icon.
3. Fill in the following information:

   • Sender Email

   • Recipient - the client's email address will be filled in by default.

   • Email Subject

   • Email Content
4. Click "Send" (Please refer to this section for more details on drafting of emails: Send Email Notifications).

5. Email record will be displayed.

Viewing Call Records

1. All outgoing and incoming calls are recorded and displayed in this tab.

2. Calls are sorted in reverse chronological order (i.e. latest calls at the top), categorized by month, and display the following information:

   • AirCall number

   • Lead's number

   • Call duration

   • Date and time of the call
3. Call records are collapsed by default but can be expanded individually by clicking the "Expand" icon or all at once by clicking "Expand All".

Calling Clients

Viewing Tasks

1. This tab displays a record of all tasks, which are categorized by "To-Do" and "Completed".

2. To-do tasks are shown at the top, and completed tasks are displayed below in reverse chronological order by month (i.e. the latest tasks are shown on the top).

3. Each task record shows the task title and the user assigned to it.
4. Tasks are collapsed by default, but you can expand them individually by clicking the "Expand" icon or expand all tasks with the "Expand All" function.
5. You can search for a specific task using the search function.

Creating Tasks

1. To create tasks, you will need to enable the "Add Tasks" permission. Otherwise, you will only be able to view task records here.
2. Create tasks by:

   • Clicking "Add Task" under the Task tab; or

   • Clicking the "Add Task" icon.
3. Fill in the respective fields and click "Save". (Please refer to this section for more details: 8. Tasks)

4. The task record will be displayed.

Editing Tasks

1. Only the following parties will be able to edit the task:

   • Creator of task

   • Handler of task

   • Owner of CRM

2. To edit, locate the task you want to edit and click on the "Edit" icon.
3. Amend the task accordingly and click “Save” to confirm your changes.

Deleting Tasks

1. Only the following parties will be able to delete the task:

   • Creator of task

   • Handler of task

   • Owner of CRM

2. To delete the task, locate the task that you want to delete and click on the “Delete” icon.
3. A pop-up window will appear, asking you to confirm that you want to delete the task. Click "Confirm" to proceed with the deletion.
4. Once you click "Confirm", the task will be permanently deleted and cannot be recovered.

1. The Info Updates tab keeps a log of each activity done for the client and the user responsible for the action.

2. The Info Updates logs are sorted in reverse chronological order (i.e. latest logs at the top), categorized by month.

There are 2 ways to delete accounts:

1. Delete via the Client page

   • Click the "Delete" icon of the respective account.
   • A popup notification will be displayed. Click "Confirm" to proceed.

2. Delete via the Client Details page

   • Click the "View" icon of the respective account.
   • Click "Actions" and "Delete".

   • A popup notification will be displayed. Click "Confirm" to proceed.

There are 2 ways to suspend accounts:

1. Suspend via the Client page

   • Click the "Suspend" icon of the respective account.
   • To unsuspend the client, click the same icon.

2. Suspend via the Client Details page

   • Click the "View" icon of the respective account.

Click "Open an account".

1. Select "Add new clients and bind" and select "New Trader" or "New IB".

2. Fill in the new client's information. The fields are the same as creating a new client (please refer to this section for more details: ).

1. Fill in the trading account information:

   • Group - this refers to the trading platform groups.

   • Master Password - this refers to the master password of the account which gives the trading account full trading rights.

   • Trading Status - this refers to the trading status of the account. The available status are:

     1. Enabled - trading is enabled for the trading account.

     2. Disabled - trading is disabled for the trading account and the client will not be able to execute any trades.
2. Click "Confirm".

Click "Open an account".

1. Select "Bind existing clients".

1. Fill in the trading account information:

   • Group - this refers to the trading platform groups.

   • Master Password - this refers to the master password of the account which gives the trading account full trading rights.

   • Trading Status - this refers to the trading status of the account. The available status are:

     1. Enabled - trading is enabled for the trading account.

     2. Disabled - trading is disabled for the trading account and the client will not be able to execute any trades.
2. Click "Confirm".

You can complete tasks via the following ways:

1. Complete the task via the task list by clicking onto the "Tick" icon.
2. Complete the task via the task details page.

   • Click the "View" icon for the task.
   • Click the "Tick" icon.

Completed tasks will be shown in the “Completed” Task List. The Complete Time will be reflected, and the task title will be strikethrough.

1. To create a new task, click “Add Task”.

Fill in the respective fields:

1. Title - title for the task

2. Handlers - person(s) in which the task is assigned to

3. Associated Clients/Leads - the clients/leads in which the task is associated to

4. Type

   • Task - this will be selected by default

   • Call

   • Email

5. Priority

   • None - this will be selected by default

   • Low

   • Medium

   • High

6. Deadline - due date of the task

7. Remark - any additional information regarding the task. The maximum number of characters allowed is 5,000.

Click "Save".