Where Today to start, the timer while you work, Today's time to finish
Operations is where your working day lives: the time you give each client, the notes you jot as you go, and the tasks you are carrying. A day runs in four parts, in this order.
A PA's Today: Upcoming dates, her tasks, and the time logged so far.
Use it when
Read it on your first day, then use it as your checklist until the habits stick.
How to
Start the day
Sign in. Operations opens on Today.
Check Upcoming if it is showing: a birthday, a passport renewal or another date from a client's KYC.
Look at My tasks on its Today tab: everything due today or already late.
Plan the day in your Scratchpad, if it helps. It opens beside any page, and only you see it.
Work at a client
When you begin, start the timer on that client: Start on the phone's timer bar, or Timer, then Pick a client and Start on a computer.
Jot a line in the timer's field as things happen. With the block running, it goes on that client's day notes.
When you stop, press Stop, then Finish. The block lands on Today's time.
Handle work as it comes up
Press Add task the moment something comes up, before it slips.
Change a task's status the moment it changes.
Tick Flag for Olivia on the task when you need her decision, and say why.
End the day
Open Today's time: on a phone from the timer bar, on a computer with Review today's time on Today or on Time.
Check each block's client, times and what happened. Open one to fix it with Edit block.
Press Add a block you forgot for anything the timer missed.
Give any block still open its end. Each block counts the moment it is finished.
Good to know
Olivia bills clients and pays you from your blocks, so log every block the same day.
Day notes are how Olivia and the next PA know what happened without having to ask you.
You can fix your own finished block from its page until its pay period is approved. After that, ask Olivia.
Admins have a different Today: blocks to approve, raised flags and hours warnings come first, then the whole company's tasks.
Where ops.palmerstonpa.ca, on your phone or a computer
Operations asks for two things each time you sign in: your password, and a six-digit code from an authenticator app on your phone. Setting it up the first time takes about five minutes.
Signing in on a phone.Setting up the six-digit code the first time. The square here is a stand-in.Choosing a new password asks for your six-digit code first.
Use it when
Your first day, to set your password and your code.
Whenever Operations shows Sign in, or you have forgotten your password.
How to
Set up the first time
Put an authenticator app on your phone, such as Google Authenticator or Microsoft Authenticator, and turn on its backup.
Go to ops.palmerstonpa.ca and tap Forgot your password. The link in your invite email works too, while the email is less than an hour old.
Type your email and tap Send the link.
Open the email's link in any browser. If it is not in your inbox, look in spam and mark it not spam.
Choose a password of at least eight characters and tap Save the new password. From the invite link the page reads Set your password and the button Save and carry on.
On Set up your code, scan the square with your authenticator app. On a phone, copy the code under the square into the app instead.
Type the six digits the app shows and tap Turn on two-step sign-in. Today opens.
Sign in after that
Go to ops.palmerstonpa.ca, or open Operations from your home screen.
Type your email and password and tap Sign in. Show in the password field shows what you typed.
On Enter your code, type the six digits your app shows and tap Continue.
Reset a forgotten password
On the sign-in page, tap Forgot your password.
Type your email and tap Send the link.
Open the link within the hour, in any browser. It works once.
On Choose a new password, type the six digits your app shows first and tap Continue. If you have no two-step sign-in yet, or an admin has just reset it, the page skips this step.
Type a new password of at least eight characters and tap Save the new password.
Sign out
Open the menu. On a phone, tap the three lines at the top left.
Tap Sign out at the foot of the menu, to the right of Help.
Sign out everywhere
Open the menu and tap your name at its foot. Your own page opens.
Under Sign-in, tap Sign out everywhere.
Read the card and tap Sign out everywhere. Every device you are signed in on is signed out, this one too.
Good to know
Never screenshot the square or its code, and never send anyone a six-digit code. That includes Logan and Olivia.
If you lose your phone and the app had no backup, an admin resets your two-step sign-in from your page on Team, and you set up a new code the next time you sign in. Trouble signing in goes to Logan, questions about the work to Olivia.
Links work once and last an hour. A reset link opens in any browser, on a computer or a phone. Opened where someone else is signed in, it signs them out there and opens yours. A reset link already used or too old reads "That link has expired or was already used. Ask for a new one. on Sign in, and an old invite link That link has expired. Ask for a new one with Forgot your password."
That email and password do not match. Try again. never says which one was wrong. "That code was not right. Wait for the next one and try again." means the six digits had already changed, or were mistyped.
A new password needs at least eight characters. That password has shown up in a leak. Choose another. means it is known from a data leak somewhere, so choose a different one.
No access reads "This account cannot use Operations. Ask Olivia if that is not right."
Sign out signs you out on that device only, and Operations on your phone's home screen stays signed in. Sign out everywhere on your own page signs you out on every device.
If the card reads That did not go through. Try again., nothing was signed out and every device stays as it was. Press Sign out everywhere again, which is always safe.
If you are signed out with a page open, the next thing you press takes you to Sign in. After your code you are back on that page, with the line you were jotting and your Scratchpad as you left them.
After four hours with nothing opened, pressed or saved in Operations on a device, a PA is signed out there, unless a timer is running. A paused timer does not count. Sign in then reads You were signed out after four hours away., and changes you had not saved on that page, in Edit or an intake, are not kept.
Where Your phone's browser: Safari on an iPhone, Chrome on Android
On your phone, Operations works like an app once it is on your home screen: its own icon named Operations, full screen, and it opens on Today.
Operations on a phone, where it opens on Today.
Use it when
Right after your first sign-in on your phone.
How to
Add it on an iPhone
Finish your first sign-in in Safari, the code included.
Tap Share, then Add to Home Screen, then Add.
Open Operations from its new icon and sign in once more.
Add it on Android
Finish your first sign-in in Chrome, the code included.
Tap the menu, then Install app or Add to Home screen.
Open Operations from its new icon. Sign in again if it asks.
Good to know
Links in emails open in your phone's browser rather than the home screen app. That is why the first sign-in happens in the browser.
From then on the icon opens straight on Today, or on Sign in once you have been signed out.
Operations keeps almost nothing on your phone: when you last used it, and for a few hours a line you were jotting or Scratchpad text that had not saved. It needs a connection, and it is always the newest version.
The home screen app has no back button, so use the menu to move around. The help opens in your browser, over the app.
Every page has the menu and the timer in the same places. On a phone the menu opens from the top left and the timer bar runs along the bottom. On a computer the menu runs down the left side and the timer sits in the bottom right corner.
The menu down the left on a computer, with counts beside Today, Follow-ups and Onboarding.A page that is not there, or not one you can open, reads Not found.On a phone the same menu opens from the top left.
Use it when
Use the numbers in the menu to see what needs you: dates coming up beside Today, chases due beside Follow-ups.
How to
Move around on a phone
Tap the three lines at the top left to open the menu.
Tap a page. The one you are on is highlighted.
To close the menu without moving, tap the cross, or the page showing beside the menu.
Tap your name at the foot of the menu to open your own page.
Move around on a computer
Click a page in the menu down the left side. It stays put as the page scrolls.
Find Scratchpad at its foot, then your name and role, which open your own page, with Help and Sign out under them.
Go back up from a page that sits under another
Look above the page's title. The pages it sits under sit there as links, with a small arrow between each. Under a client, Clients comes first, then the client's name and any page in between, such as Assets.
Tap one to go back to that page.
Put a page's filters back
Open the page. Tasks, Follow-ups, Day notes, Projects, Time, Vendors and SOPs reopen on the tab, filters and sort you left them on.
Press Reset filters at the end of the filter row. The page goes back to how it starts and forgets what it kept.
Open the help
Open the menu.
Tap Help under your name. It opens in a new tab, so your page stays where it was.
Good to know
A PA's menu: Today, Follow-ups, Clients, Vendors, SOPs, Tasks, Projects, Day notes and Time. Templates comes after Time only if you have been given Edit templates.
An admin's menu: Today, Morning brief, Follow-ups, Tasks, Projects, Clients, Vendors, SOPs, Day notes and Time, then under Admin: Onboarding, Team, Templates, Authorization, Schedule and Payroll. Schedule reads Not built yet.
The numbers: beside Today, the dates showing in Upcoming, and on an admin's menu the blocks waiting in Time to approve as well. Beside Follow-ups, open tasks whose Follow up on day has come: your own, or everyone's for an admin. Beside Onboarding, the clients being set up. Beside SOPs on an admin's menu, the suggested changes waiting for her. A number shows only above zero.
A row opens whole: tap anywhere on a task, a client or a block to open its page.
A card you have typed into asks Leave without saving? when you press Cancel, Escape or outside it: Keep editing goes back to your words and Leave closes it. A card you have not touched closes at once.
A page that sits under another carries its links above the title: a project Projects and its client, a time block Time and its day, a vendor Vendors, a person Team for an admin, an SOP SOPs, a client Clients, Deleted Time and Add client Clients. A page in the menu has its title alone, with no date over it.
Pages remember what you left them on for you on that device, so your phone and your computer can differ. An admin's Clients page remembers its tab too.
A link to a page your role does not have opens Today instead. A link to a record you cannot open, or to a page that is not there, reads Not found with Back to Today.
Your own page shows the clients you hold, your hours this month and last, your open work, your time off and whether two-step sign-in is set up. While an admin views as a PA, their name at the foot opens nothing.
Where Today, first in the menu. Operations opens on it.
Today is the first page you see after signing in. It answers three questions: what is coming up, what is due, and how much time you have logged today. The line under the title starts with today's date. Your Scratchpad opens beside it, as on every page, and on a phone its first lines sit under the date.
A PA's Today.An admin's Today, with time to approve at the top.
Use it when
Start every day here, and come back to it between clients.
Look when a number shows beside Today in the menu: a date from a client's KYC has come up.
How to
Work through your Today
Open what is under From the portal when it shows: a client has acted on a task or a project of yours. Each row opens the page, and opening it takes the row off.
Check Upcoming first when it shows: birthdays, passport renewals and other dates from your clients' KYC. Tap one to open that client's KYC.
Work down My tasks. Its Today tab holds everything due today or already late, and every request from a household that nobody has started yet.
Switch to Coming up, Waiting, All or Done for the rest. All is every open task, newest added first, and Done is what you closed today.
Tap a task to open its page, or tap its circle when it is done.
Glance at My time for the hours your finished blocks come to so far today, client by client.
Add a task from Today
Press Add task at the top of My tasks.
Fill in the card and press Add task. It lands under the tab its due date puts it in.
Narrow My tasks on a computer
Open All clients and tick one or more clients.
Open Any due date and choose Overdue, Due today, Due tomorrow or Next seven days.
Approve time waiting for you (admins)
Read each row of Time to approve: what happened, then the PA, the client, the day and the hours.
Tap the row to open the block first if you need more.
Press Approve, or press the three dots at the end of the row, then Decline, and give a reason. The reason reaches the PA on the block.
Check blocks to look at (admins)
Read each row of Blocks to look at: why it is there, such as 11.5 h, Past midnight or Running since 3:10 pm yesterday, then the PA, the client, the day and the hours.
Tap the row to open the block's page and fix its times, or ask the PA to finish a timer left running.
Read the company's day (admins)
Read Raised flags. Each is a PA's question on a task. Tap one to answer it on the task.
Read Hours warnings: clients near or past their hours for the month. Tap one to open the client.
Use the By PA tab in Tasks to see open work grouped by who holds it.
Good to know
The line under the title starts with the date, then what is due, such as Sunday, October 25 · Four tasks due. On a day with nothing due it is the date alone. On a phone the date sits at the top, where the title would be.
My time counts each of your blocks the moment it is finished. A timer still running is not in it until you finish it.
Upcoming shows only while it has a date: those with a reminder, on the clients you hold, from the reminder day through the day itself. The number beside Today in the menu is how many there are.
Admins see a different Today: Time to approve first, then Blocks to look at, then Upcoming for every client, Raised flags and Hours warnings, then Tasks for everyone, with the Tasks page's seven tabs. There is no My time card.
Blocks to look at shows only while it has a row: every block over 10 hours or past midnight in a pay period not yet approved, and every timer running or paused for over 10 hours. A row stays until the block is fixed or its pay period is approved, and it adds nothing to the number beside Today.
On a phone, Today has no filters and no Review today's time button. Use Tasks to narrow the list, and Today's time on the timer bar.
A request a household sends from the portal lands on its lead PA's Today tab whatever its date, with From Anne under its title, until someone starts it. Then it follows its due date like any other task.
Tabs overlap: a late task waiting on a vendor is under Today and under Waiting, so the numbers do not add up to a total.
Tapped a circle by mistake? Press Undo at the end of the row while it still shows. It is the row's one button until the list next loads.
Where Every page: Scratchpad at the foot of the menu, or its button at the top of a phone's screen
Your own sheet of plain text, open beside any page, to plan your day, park a thought or draft what goes in a client's log later. Only you see it, and nothing in it is logged.
The Scratchpad open at the right of Today on a computer.On a phone it opens full screen from the band on Today.
Use it when
Plan your day, or keep a running list as you work.
Draft a note before the finished version goes on a client's day notes or a task.
How to
Write in it on a computer
Press Scratchpad at the foot of the menu, on any page. On a wide screen it opens at the right of the page; on a narrower one it lies over the page's right side.
Click into it and type.
Pause or click away. It saves on its own and shows Saved. Moving to another page never cuts a save.
Make it longer or shorter on a computer
Hover the short bar on the Scratchpad's bottom edge until the pointer becomes an up and down arrow.
Drag it down for longer or up for shorter. It stops at the Timer bar, and it keeps its height on this computer.
Double-click the bar to put back the height it started at.
Write in it on a phone
Tap the Scratchpad button at the top of the screen, beside your initials, on any page. On Today its first three lines also sit under the date.
It opens full screen. On Today you can also tap Open, or the lines.
Type. It saves a second after you stop.
Tap Done to go back to the page.
Make a list
Start a line with a dash and a space, - , then type the item.
Press Enter at the end of it. The next line starts with - for you.
Press Enter on a line holding - alone to end the list. The dash goes and no new line is added.
Move a note into the record
Copy the finished words from your Scratchpad.
Jot them on the client's day notes, or add them to the task they belong to.
Delete them from the Scratchpad once they are in place.
Good to know
Only you can read it. Admins cannot see yours, and it is never shown while an admin views as you. Admins have their own.
A line that starts with - is a bullet. In the Scratchpad you see the dash as you typed it; under the date on Today's phone screen it shows as a bullet. Shift and Enter makes a plain new line.
Undo takes back a dash the Scratchpad added or cleared, just as it takes back typing, and leaves the cursor after a dash it brings back.
Nothing here is logged: it is not a day note, it is tied to no client or task, and nothing in it reaches billing or pay. Anything Olivia or the next PA needs goes in day notes or on the task.
It is one sheet, the same on your phone and your computer and on every page. To put it away, press Scratchpad again, the close at its top, or Escape. It stays open or closed as you left it, on that device.
This changed on another device. Reload to see it. means you typed on another device since this page opened. Nothing more saves here until you reload, so copy anything you need first.
It holds 20,000 characters. Past that it reads A scratchpad holds 20,000 characters. and saves again once you cut it down. Not saved. Check the connection. tries again at your next pause.
An admin's page of what happened yesterday and what is waiting this morning, across every client. The same brief comes by email early each morning.
The morning brief.
Use it when
First thing in the morning, before you open Today.
When you want yesterday's closed work in one place.
How to
Read the brief
Open Morning brief from the menu.
Read the line under the title, such as "Sunday, October 25 · Ten tasks closed yesterday, across five clients." It starts with today's date. On a morning nothing closed, it is the date alone.
Work down the cards: Raised flags, Follow-ups due, Hours warnings, Dormant clients, Time to approve, Blocks to look at, Upcoming and Closed yesterday.
Tap any row to open what it is about: the task, the client, the block or the client's KYC.
See the whole list behind a card
Press See all open flags under Raised flags. Today opens with every flag showing.
Press See all follow-ups under Follow-ups due. The Follow-ups page opens.
Act on blocks waiting for approval
Open Today. The same blocks are in its Time to approve card.
Press Approve on each, or Decline with a reason.
Sort what closed yesterday
On a computer, press Task, Closed by or When over Closed yesterday. Press it again to reverse the order.
On a phone, use Sort above the list. Either way, tasks sort inside each client and the clients keep their places.
Read it by email
Look in your inbox for Morning brief and yesterday's date, in the five o'clock hour, Pacific time.
Use the link at the foot of the email to open the page.
Good to know
Everything on it is about yesterday, Pacific time. The email's subject carries that date, such as Morning brief, October 14.
The email opens with the same line as the page, without today's date in front.
Test clients are left out of the brief, though they show on every other screen.
Dormant clients are clients with no hours in three weeks or more.
Raised flags and Follow-ups due show three rows on a computer and two on a phone. The link under each opens the rest.
The brief lists the blocks waiting for approval but has no Approve or Decline. Those are on Today.
Blocks to look at lists the same rows as Today: every block over 10 hours or past midnight in a pay period not yet approved, and every timer left running for over 10 hours. The email lists them after Time to approve. Fix one on the block's page.
Only admins have it, and the email goes to every admin. A PA who opens it, or an admin viewing as a PA, lands on Today.
Where Team, under Admin in the menu, then View as on a PA's row
See Operations as one PA sees their day, read only. Use it to help a PA with what is on their screen, or to check their work, without changing anything.
Viewing the app as a PA, with the band across the top that says so.
Use it when
A PA says something looks wrong on their screen.
You want to see a PA's tasks, day notes and time exactly as they do.
How to
Start viewing as a PA
Open Team from the menu, under Admin.
On the PA's row, press View as.
Under Why, say why you are looking.
Press View their day. Their Today opens under a band that reads You are viewing as their name, read only.
Stop viewing
Press Stop viewing at the right end of the band.
Carry on from your own Today, as yourself.
Good to know
Everything that writes is gone while the band shows: no Add task, no Start or jot field, no forms, no attaching files, no Archive, no Select, and no edits to the record or to day notes. A task's circle still shows done or not done, and does nothing.
Their Scratchpad is never shown, and neither is your Time to approve. The Timer shows only how many lines they have written today, and Today's time opens Time instead.
The menu and its numbers stay your own. Team, a person's page, Morning brief, Onboarding, Authorization, Payroll and adding a client take you back to Today while you are viewing.
Their Clients list, Projects, a vendor's clients and every Client filter show only the clients they hold, and a client they do not hold, opened by a link, reads Not found. Their Today, Tasks, Follow-ups, Day notes and Time show only their own.
On a client they hold at Limited, what is admin only reads Admin only while you view, as it does for them: the vault and document fields, fields marked admin only, the four health answers in Family life and appointments, the client's documents, a step's documents, and the dates that come from them in Important dates and Upcoming.
Your reason goes in the audit trail and is not shown again. Leave it empty and the card says Say why you are looking. You can view as an active PA only, never as another admin or yourself.
Stopping is recorded in the audit trail as starting is. If your reason cannot be recorded, the view does not start and the card says That did not go through. Try again.
A view ends when you press Stop viewing, when you sign out, or on its own after eight hours. Pages do not remember filters you set while viewing.
The common slips, and how to put each one right. Most take under a minute.
Adding a block the timer missed, from Today's time on a phone.
How to
A block has the wrong time or client
Open the block from Today's time or from Time.
Press Edit block, fix the client, the times or what happened, and press Save.
Once the block's pay period is approved, ask Olivia instead.
You forgot to start the timer
Open Today's time and press Add a block you forgot.
For an earlier day, change the date first. A PA's block for an earlier day waits for Olivia's approval.
Pick the client and the times, and say what happened.
The timer is still running from earlier
Press Stop on the timer, then Finish.
Open the block from Today's time.
Press Edit block, set the real end time and press Save.
You deleted a block by mistake
Open Time and press Deleted. The block stays there for seven days.
Ask Olivia to restore it. Only an admin can.
A note went on the wrong client
Tap the line, on Day notes or on the client's page. You can for seven days after you wrote it.
Press Delete.
Jot it again from the right client's page with Jot a line.
Your sign-in link has expired
On the sign-in page, tap Forgot your password.
Type your email and tap Send the link.
Open the new link within the hour, in any browser.
Good to know
You lost your phone or your authenticator app: ask an admin to reset your two-step sign-in from your page on Team. They call you first, and you set up a new code the next time you sign in.
On a computer you can also end a running block from Today's time: pick its real end time in its row, and it finishes at that time.
A page opens with filters you did not expect: press Reset filters at the end of its filter row.
The Scratchpad says This changed on another device. Reload to see it.: copy what you typed, then reload the page.
"That code was not right. Wait for the next one and try again.": type the next six digits your app shows.
Something looks wrong: tell Olivia what you tapped and what you saw. A screenshot helps.
Where Bottom right corner of every screen on a computer. On a phone, the bar along the bottom of the screen.
The timer logs your time in blocks. A block is one stretch of work for one client, from Start to Finish. Olivia bills clients and pays you from these blocks, so start one whenever you start work.
The timer in the bottom right corner, running on a client.The same block paused, with Finish and Resume.
Use it when
Use it the moment you start work for a client, at their home or anywhere else.
Use it for paid company work that no client is billed for, such as training, by choosing Palmerston PA as the client.
Use its jot field to write what happens while the block runs.
How to
Start a block
Click Timer in the bottom right corner to open it.
Choose the client in Pick a client.
Press Start. The clock starts, with the time you began beside the client.
Take a break
Press Stop. The block pauses and its clock holds still.
Press Resume when you start again. It is the same block, carrying on.
End a block
Press Stop. Finish appears beside Resume.
Press Finish. The block ends at the moment you pressed Stop.
The block is finished and counts from that moment. It shows on Today's time and on the Time page.
Write a line while you work
Type in the empty field under the block.
Press Enter or Add. The line goes on that block and its client.
Write more than a line
Press the two arrows at the right end of the field under the block, or of the field on the phone's timer bar.
The block's page opens at its Notes, with the box ready and holding what you had typed.
Write as much as you need, then press Add note. Each line goes on the block as its own note.
Fix a line you just wrote
Click the line in the timer's list of your three newest lines, the newest last.
Change the words, then click away. It saves on its own.
Press See all of today's notes at the foot of the timer to read the whole day.
Good to know
Stop pauses. On the timer only Finish ends a block, and Finish only shows once the block is paused.
Paused time is not counted in a block's hours. A block you paused and resumed shows how long, for example Paused 15 min.
The timer is saved with your account, not on one device. A block started on your phone shows on your computer, and it keeps running if you close the page.
A block counts the moment it is finished. Nothing else needs pressing.
You can run two blocks at once on two different clients, never two on one: A timer is already running on this client.
While an admin is viewing as a PA, the timer shows only that PA's count of lines, with no buttons.
On a computer, a card that would cover the open timer folds it to its bar while the card is open, Stop where it was. It opens again when the card closes.
To link a line in the timer to a task, press the three dots on its row, then Link a task. Where it links one, the three dots hold Change the task and Unlink. Before your first line the timer reads Lines you jot show here.
Where Under a block's hours on Today's time, the Time page and a client's Time on this client, and on the block's own page
Paused 320 min means the block was paused for 320 minutes in all, which is 5 hours 20 minutes, between pressing Stop and pressing Resume. Paused time is not counted in the block's hours, so it is not paid and the client is not billed for it.
A paused block in the timer. The clock stops until you press Resume.A block's page: 3.0 hours with the 15 paused minutes already taken out.
Use it when
Read this when a block's hours look shorter than its start and end times.
How to
Read a paused block
Look at When. It runs from the start to the end, pauses included.
Look at Hours. It is When less the paused minutes.
For example, 9:00 am to 3:20 pm is 6 hours 20 minutes. Less 320 minutes paused, the block holds 1.0 hour of work.
Keep a break out of a block
Press Stop on the timer when the break starts.
Press Resume when you start work again.
If the visit is over, press Finish instead. The block ends when you pressed Stop, and the break is not part of it.
Good to know
The minutes are whole and rounded, and a pause under a minute adds nothing to them. The block's Timeline card shows every pause, one under a minute among them.
Only pauses you came back from with Resume show here. A pause you end with Finish is simply after the block.
A long pause, such as 320 min, usually means Resume was pressed hours after Stop. If you were working in that time, the block is short.
An admin's Edit block has a Paused field in whole minutes, so Olivia can fix a wrong pause. A PA's Edit block has none: if a pause is wrong, tell Olivia.
On a phone the pause joins the small line under the words, with how many times where it was more than once, for example 9:00 am to 3:20 pm, 1.0 h, paused 320 min, three times.
Where Timer, while one block is open. On a phone, Start another on the bar.
You can run two blocks at the same time, one on each of two clients. For example, you are at one client's home meeting a plumber while you do another client's paperwork. Both clients are billed for their own block, and you are paid once for that time.
Two blocks running at once, one row for each client.
Use it when
Use it when you are truly working for two clients over the same stretch of time.
For one client's work, keep to one block. A second block on the same client is refused.
How to
Start the second block on a computer
Open Timer in the bottom right corner.
Under the running block, choose the other client in Pick a client.
Press Start. Each block now has its own row.
Start the second block on a phone
Tap Start another under the open block.
Choose the other client. The second block starts at once.
Write a line on the right client
On a computer, type in the field under that block's own row.
On a phone, check the client named at the left of the jot field. Tap it to switch to the other block.
Add the line. It goes on that block and its client.
Pause or end one of them
Press Stop, Resume or Finish on that block's own row.
The other block keeps running.
Good to know
Two is the limit, on two different clients. The timer says A timer is already running on this client. or You already have two timers running.
Your pay counts each minute once. Where two blocks overlapped, your total is less than the rows added together, and a line under it says so: "Two blocks ran at once, so the rows add to more than the 4.5 hours paid."
Each client's hours count its own block in full, so both clients are billed.
Each block counts the moment it is finished. While one is still open, the line under Today's time names it by client.
The same limits hold when you add or edit a block by hand: Another of your blocks on this client covers that time. or Two of your blocks already cover that time.
On a phone, a line goes to the block you started last until you tap the client name to switch.
On a phone the timer is a bar along the bottom of every screen. Use it to start, pause and finish blocks, jot lines as things happen, and open Today's time at the end of the day.
The timer bar at the bottom of the phone, with a block running.Pressing Start asks which client.
Use it when
Use it at a client's home to log the visit as it happens.
Use its jot field to write what happens while it happens.
How to
Start a block
Tap Start on the bar.
Choose the client from the list. With more than eight, type to narrow it.
The block starts at once. The bar shows the client and the time running.
Pause, carry on or finish
Tap Stop to pause. The time holds.
Tap Resume to carry on, or Finish to end the block.
Jot a line
Type in the field at the bottom of the bar.
Tap the plus. With a block open, the line goes on that block's client.
Check your day
With no block open, tap Today's time on the bar.
Check your blocks and give any open one its end. Each counts the moment it is finished.
Good to know
Today's time leaves the bar while a block is open, because you finish before you review. It comes back when the block is finished.
The count beside Timer, such as 3 today or none yet, is how many lines you have jotted today.
With one block open, Start another starts a second block on a different client. With two open, each has its own row and there is no Start.
With two blocks open, the client named at the left of the jot field is where your line goes. Tap it to switch to the other block.
A tap outside the client list, or on Start again, closes it without starting anything. If a start fails, the list stays open and says why.
On a computer, the same timer sits in the bottom right corner instead.
Where Today's time, at the foot of the list. Or a client's page, Time on this client, then Add time.
When the timer never recorded some work, add the block by hand: the client, the day, the start and end, and what happened. A block for today joins today's list. A PA's block for an earlier day waits for an admin's approval before it counts.
Adding a block you forgot, with times picked from a list.What happened takes a line for each thing done, and each line is saved as its own note.
Use it when
Use it when you forgot to start the timer.
Use it for work on an earlier day that you never logged.
How to
Add a block for today
Open Today's time and press Add a block you forgot.
Choose the Client. Date beside it starts on today.
Set When: pick the start and the end from the lists, in five-minute steps. The hours between them show at the end of the row, such as 2.25 h.
Write what happened under What happened, a line for each thing you did. Start a line with a dash and a space for a bullet.
Press Save. The block joins today's list and counts from then.
Add a block for an earlier day
Press Add a block you forgot and choose the client first.
Change Date. The hint under it says which days you can choose.
Set When and write What happened. It is required for an earlier day.
Press Save. A PA's block shows on the Time page as Waiting for approval.
Add a block from a client's page
Open the client and find Time on this client.
Press Add time. The card, Add a block, already names the client.
Fill in Date, When and What happened, then press Save.
Good to know
Each line of What happened becomes its own day note on the block, in the order you wrote them. A line that is only a dash is left out.
What happened grows as you write. Press the arrows at its top right to give it the whole card, and again to put the other fields back.
You can type a time instead of picking it: 930, 9:30 am and 930a all read as 9:30 am.
A PA can choose a day in the client's current week or month, and in the first three days of a new one, the one before. Palmerston PA takes any day up to today. Until you choose a client, Date takes today only.
A block for an earlier day counts toward nothing until an admin approves it. While it waits you can change its times or delete it, but not its day.
An admin's block for an earlier day counts as it is saved. On a client's page, an admin's card also has Who it is for, to add a block for a PA.
A PA cannot add hours to an approved pay period: "Those hours are in an approved pay period, so they stay as they are. An admin's card asks for a Reason" instead, under Client and Date.
A block cannot overlap another of yours on the same client: Another of your blocks on this client covers that time.
Where On a phone, Today's time on the bar. On a computer, the Review today's time button beside the Time page's title, or on the My time card on a PA's Today.
Today's time is your end-of-day check. It lists every block you logged today with what happened, the client, when and the hours, and above them any block left open from an earlier day. Fix anything wrong and add anything missing. A block counts the moment it is finished, so there is nothing to press at the end.
Today's time: every block logged today, each counting once it is finished.A block left open yesterday, at the top under its own date, asking for its end.
Use it when
Use it before you sign off, every day you work.
Use it to set the real end of a block you forgot to finish, even one left running from yesterday.
How to
Check your day
Open Today's time.
Read each block: what happened, the client, when and the hours.
Tap a block that needs fixing. It opens on its own page, with Edit block.
Look at the foot: 7.25 h today. is the day so far.
End a block you forgot to finish
Find the block that reads 9:00 am to, with an empty End. A block from an earlier day is at the top, under its own date.
Pick the real end time from the list, or type it.
Press Enter, or leave the field. The block is finished and counts from then.
Add something missing
Press Add a block you forgot at the foot of the list.
Fill in the card and press Save. Each line you write under What happened becomes its own note on the block.
Good to know
Every finished block counts. My time on Today and the foot here read the same figure whenever no block is open.
A block still running or paused counts for nothing until it is finished, and the foot names it: 7.25 h today, not counting the block you have not finished.
A block still running or paused opens its own page too, for its notes. Its End field stays the field: a tap there sets the end.
You can fix your own finished block from its page until its pay period is approved.
Under the title, today's date, and under it Your timers wrote these. Change anything that is wrong. whenever the list holds a block.
A block left open from an earlier day heads the list under its own date, and today's blocks sit under today's date. Once you set its end it counts and leaves the list. Its hours belong to its own day, so the foot's figure stays today's.
A block you added for an earlier day waits for Olivia's approval and shows on the Time page, not here.
If two blocks ran at once, the figure is your paid hours, and a line under it says why the rows add to more.
Where A block's page, Edit block at the top right. Open the block from Today's time, the Time page or a client's Time on this client.
Edit block fixes a block's client, start and end, or what happened. You can fix your own finished block until its pay period is approved. Admins can fix any finished block at any time.
Editing a block's client, times and note.Times are picked from a list in five minute steps.An admin's Edit block, with the minutes the block was paused.
Use it when
Use it when a block has the wrong client, start or end.
Use it when What happened needs a clearer line before Olivia bills from it.
How to
Fix your own block
Open the block from Today's time or the Time page.
Press Edit block.
Change Client, When or What happened.
Press Save.
Fix a block waiting for approval
Open the block. It reads Waiting for approval.
Press Edit block and change the start or the end.
Press Save. It keeps waiting for approval.
Fix any block (admins)
Open the block's page and press Edit block.
Change Date, Client, When, Paused or What happened. Paused is in whole minutes and opens on the block's own.
If Reason opens under the date, type why. That day is in an approved pay period. It grows as you write, as What happened does.
Press Save.
Good to know
Edit block sits at the top right of the block's page, beside More, the three dots.
What happened opens on the block's note. Each line you add under it becomes a further note on the block, in your order, and a dash and a space starts a bullet.
Edit block is not offered while the timer still has the block open. Finish it first, or set its end on Today's time.
Once a block's pay period is approved, Edit block goes for PAs. Ask Olivia to fix it, since the hours there stay as they are.
A PA cannot move a block to another day. For work on another day, use Add a block you forgot.
A block with two or more notes says This block has two notes. Change them in the Notes card. A block whose note is linked to a task stays on its client.
Only an admin's Edit block changes how long a block was paused. A pause has to be shorter than the block, and a PA tells Olivia when one is wrong.
An admin's change inside an approved pay period is stamped on the block, for example Amended by Olivia, October 18. Missed block.
Where Delete: a block's page, its More at the top right. Deleted: the Time page, at the top right, or beside the Time heading on a phone.
Delete takes a block and its notes out of your time. It is kept in Deleted for a week, then it is gone for good. Only an admin can bring a deleted block back.
Deleted blocks, where a block deleted by mistake can be put back.
Use it when
Use Delete for a block that should not exist, such as a duplicate.
Use Deleted to see what was removed in the last seven days.
How to
Delete a block
Open the block's page.
Press More, the three dots at the top right, then Delete.
On Delete this block?, press Delete block. Keep it closes the card instead.
You land on the Time page.
See what was deleted
Open Time and press Deleted.
Each row shows the block, then who deleted it and when, for example Deleted by Olivia, October 7, 9:14 am · Two notes.
Restore a block (admins)
Open Time, then Deleted.
Press Restore on the row.
The block comes back as it was, with its notes.
Good to know
Where a block cannot be deleted, Delete stays in More, greyed, with the reason under it.
PAs can delete their own finished blocks until the pay period is approved. Admins can delete any finished block.
A block still open on the timer cannot be deleted: This block is still open on the timer. Finish it first.
No one can delete a block in an approved pay period, and Restore is not offered there: "Those hours are in an approved pay period, so reopen the period before deleting them."
PAs see only their own deleted blocks and cannot restore them. Ask Olivia.
A deleted block counts toward nothing. A restored one comes back as it was: counted, waiting for approval or declined.
After seven days a deleted block is gone for good.
Time is the record of your blocks, newest day first: what happened, the client, when and the hours. A block still on the timer heads its day from the moment it starts. You see your own blocks. Admins see everyone's, with each PA named.
The Time page: every block, day by day.
Use it when
Use it to look back over a week or a month of your hours.
Use it to open any past block and read its notes and tasks.
How to
Look at a week or a month
Open Time from the menu.
Choose Dates: This week, Last week, This month or Last month.
Choose Client to see one client, or several.
Open a block
Tap its row.
Its page shows the hours, the notes and any linked tasks. A block still on the timer opens too, so you can add the end-of-shift notes before you finish it.
See one PA's time (admins)
Choose the person in PA.
The line under the title now shows that person's paid hours.
Good to know
The line under the title starts with today's date, then adds up finished blocks, for example Sunday, October 25 · 14 hours this week, on three clients. The date is today's even when you look at another week or day. Each day's heading does the same and names what counts for nothing yet, such as one still open. On today's heading, and on any day holding a block of yours still open, that is a link to Today's time.
A block waiting for approval is named too, as in one still open, one waiting for approval.
Every block is listed, so the page is the full record. A block still on the timer, running or paused, sits at the head of its day from the moment it starts, reading since and its start, its hours so far when the page opened and Running or Paused. It counts in no total until it is finished.
Small lines under the hours explain them: Paused 15 min, Billed as 0.5 h, Waiting for approval, or Declined. with the reason.
A block on a client you no longer work with reads A client you no longer hold. It still counts in your hours but does not open.
The page remembers your filters for next time. Reset filters clears them.
On a computer, Deleted and Review today's time sit beside the title.
Where Today, at the top of an admin's own page, whenever a block is waiting
When a PA adds a block for an earlier day, it waits for an admin. Time to approve lists every waiting block, earliest day first. Approve it so it counts, or decline it with a reason the PA will see.
Time to approve, at the top of an admin's Today.A block waiting for approval.
Use it when
Use it each morning, or whenever the Today count in the menu includes waiting blocks.
How to
Approve a block
Read the row: what happened, then the PA, the client, the day and the hours.
Tap the row to open the block's page if you need more.
Press Approve. The block counts from then.
Approve in an approved pay period
Press Approve. The card Approve this block opens.
Type a Reason. The hint names the approved period.
Press Approve.
Decline a block
Press the three dots at the end of the block's row, then Decline.
In Decline this block, type a Reason. It is required, and the PA sees it on the block.
Press Decline.
Good to know
The card shows only while a block is waiting. The morning brief lists the same blocks.
A waiting block counts toward nothing, not the PA's hours, the client's plan or payroll, until it is approved. It also holds back Approve period on Payroll.
A declined block reads Declined. and your reason on the PA's Time page and counts for nothing. A decline cannot be undone: A declined block can be deleted or left as it is.
While a block waits, its PA can change its times or delete it, but not its day.
A reason given in an approved pay period is stamped on the block, for example Amended by Olivia, October 18. Missed block.
The card is not shown while you are viewing as a PA.
Where Menu, then Day notes. Also See all of today's notes at the foot of the timer, and a line on a client's Day notes card, which opens its day here.
Day notes are the running record of each client's day, one line at a time, with its client and the time you wrote it. They are how Olivia and the next PA know what happened without asking you. You see your own lines. Admins see everyone's, with the writer named.
Day notes: every line written, by day and by client.Linking a line to the task it is about.
Use it when
Use them while things happen, not from memory at night.
Use them for anything the next person needs: what you did, what you heard and what is still open.
How to
Write a line
Type in the jot field on the timer or the phone bar.
Press Enter, Add or the plus.
On a computer, the client's name under the line in the timer shows where it went.
Change or delete a line
Open Day notes and tap a day to open it.
Tap the line's words. They open in place.
Change them and tap away to save.
To delete it, press the three dots at the line's right end, then Delete. It goes at once, without asking.
Link a line to a task
On your own line, press Link a task. On a computer it shows when you point at the line.
Choose the task from that client's open tasks.
The task now shows on the line. To change it, press the three dots, then Change the task, or Unlink to take it off.
Find older notes
Choose Month. It offers this month and the eleven before.
Choose Client to see one client's lines.
Good to know
Where a line goes: with one block open, on that block and its client. With two open, on the block whose field you typed in. With none open, it is your own note with no client, and it cannot be linked to a task.
A line that starts with - shows as a bullet wherever it is read: Day notes, the timer's three newest, a block's page and a client's Day notes card. Opened to change it, it shows the dash as you typed it, and What happened and the nightly file keep the dash. A line is still one line and Enter still sends it, so a list is several lines, each starting with - .
On a block's page, a line goes on that block and takes the block's day. On a client's page, Jot a line puts it on that client, with or without a timer.
You can change or delete your own line for seven days after you wrote it. After that: "That line was written more than a week ago, so it stays as it is." Admins can change any line. A changed line says so, for example edited 2:30 pm.
A deleted line is gone for good. Deleting a line on a block does not change the block's hours.
A line on the wrong client cannot be moved. Delete it and write it again in the right place.
Never put a code, a password or an account number in a note. Link the 1Password entry instead.
Payroll shows each person's paid hours for a pay period, split into regular, time and a half and double time. Use it to check the period, approve it, and download the file for QuickBooks.
A pay period, person by person.Approving the pay period.
Use it when
Use it at the end of each pay period: the 1st to the 15th, and the 16th to the end of the month.
How to
Check a period
Open Payroll.
Choose the period in Period. The current one comes first.
Read the line under the title, for example Three people, 212.5 hours, one still open.
Tap a person to see their days. Tap a day to see its blocks on the Time page.
Approve the period
Check Blocks to look at on Today first, for long blocks and timers left running.
Check that the period has ended and no block in it is still open or waiting for approval.
Press Approve period.
Read the card and press Approve.
Download the file for QuickBooks
Press Download CSV.
Import the file into QuickBooks.
Reopen a period
Press Reopen beside the approved line, for example Approved October 16 by Olivia.
Type a Reason and press Reopen.
Good to know
Hours are paid hours: finished blocks only, pauses left out, and time when two blocks ran at once counted once. A block counts the moment it is finished. Test clients never appear.
Hours are split this way: over 8 in a day at time and a half, over 12 at double time, and straight hours past 40 in a Sunday to Saturday week at time and a half.
The app holds no pay rates. "Hours and classification only. Pay, stat and vacation are calculated in QuickBooks."
A day and the line under the title name what counts for nothing yet: one still open, a timer still running or paused, or one waiting for approval. A person whose blocks in the period are all open or waiting reads 0.0.
Approve period shows only once the period has ended, every block in it is finished, and none is waiting for approval. If someone starts a timer or sends a block for approval in the meantime, it reads "Finish the open blocks and settle the waiting ones before this pay period is approved."
Approving locks the period. PAs can no longer change those hours. Admins can, with a reason, and no one can delete a block there until it is reopened.
Download CSV works before or after approval. Approve first, so the hours in the file cannot change after.
Where Tap a block's row on Today's time, the Time page, a client's Time on this client, or Time to approve. A block still on the timer opens too.
Every block has its own page: the client, the times and hours, the notes written on it, and the tasks those notes are linked to. It is also where you edit or delete a block.
A block's page.
Use it when
Use it to see everything that happened in one block.
Use it to add a note to a block after the fact.
How to
Read a block
The top of the page names where you came from: Time and the block's day on your own block, or Clients and the client on someone else's.
The heading is the client and the time, such as 9:00 to 10:45 am. Under it is its state where it has one: Waiting for approval. or Declined. with the reason, or Running or Paused on a block still on the timer.
The Details card holds the client, the PA, the date, the time, the hours worked, any pause, and what the client is billed.
The card's last line says when it was entered, for example Entered October 7 at 9:14 am.
Add a note to a block
Type in the box on the Notes card. Start a line with a dash and a space for a bullet.
Press Add note. Each line becomes its own note, in the order you wrote them, and takes the block's day, not today.
Enter starts a new line in the box. It does not send it.
Each line under the box is a day note. Tap its words to change it, press Link a task to link it to a task, or press the three dots for Change the task, Unlink, Edit and Delete. A line you delete goes at once, without asking.
See the tasks worked on
Look at the Tasks card. It lists each task a note on this block is linked to.
Tap a task to open it.
Good to know
Edit block and More, the three dots, sit at the top right when you may use them. Delete is More's line. Where a block cannot be deleted it is greyed with the reason under it.
A block still on the timer reads from and the time it started, such as Jorge Alvarez, from 9:00 am, and its Details card says Hours so far as of when the page opened. Add its notes here before you finish it. Edit block and Delete come once it is finished.
Amended by Olivia, October 18. Missed block. means an admin changed the hours after the pay period was approved, and says why.
The PA row is left off your own block. Admins always see the Billed row, and press it to change what is billed. A PA sees it only where the billed figure differs from the hours worked.
Every row of the Details card but Billed is read, not changed: a block's client, day and times change through Edit block.
Entered is when the block was started or saved. It does not change when the block is edited.
A block that was paused has a Timeline card: a line for each stretch, worked or paused, with its times and how long it ran, such as 10:47 to 10:52 am, Paused, 5 min. A pause shorter than a minute reads under 1 min. On a block still on the timer the last line runs to now, its length as of when the page opened. A pause typed into Edit block reads entered by hand, and a block whose times were changed after its pauses shows the total alone.
Where A finished block's page, the Billed row of its Details card
Every block has two figures: the hours the PA worked, which is what they are paid, and the hours the client is billed. They match until an admin changes the billed figure and says why.
Changing what the client is billed for one block.
Use it when
Use it when the client should pay for less than the time worked, for example a new PA took an hour over a thirty-minute job.
Use it for a block you will not charge for, with 0 hours and 0 minutes.
How to
Change the billed figure
Open the finished block's page.
Press the Billed row, for example 1.0 h, in the Details card.
In What is billed, enter the hours and minutes under Billed.
Say why under Why.
Press Save what is billed.
Good to know
The worked figure, and so the PA's pay, never changes here.
Only a finished block can be billed differently, and not one waiting for approval or declined.
Time rows then show Billed as 0.5 h under the hours, and the block's Billed row its figure, on the PA's screens too, so the two figures never disagree without saying why.
The client's hours used and plan figures count the billed figure.
Each change is logged with both figures and your reason.
It works inside an approved pay period too, because it changes no pay.
Every task in one list you can narrow by tab, filter and sort. A PA sees the tasks assigned to them. An admin sees every task across the company.
A PA's Tasks page, on the Today tab.The All tab, newest added first.
Use it when
Use it when the tasks card on Today is not enough and you want the whole list.
Use it to find a task by client, due date or status.
Use it to close or delete several tasks at once.
How to
Find a task
Open Tasks from the menu. It opens on Today: everything due today or late.
Press Coming up for tasks due later or with no date.
Press Waiting for tasks waiting on a client or a vendor.
Press All for every open task, newest added first.
Press Done for finished work.
Press any task to open its page.
Or type part of its title in Find a task, at the head of the filters on the Tasks page and in the tasks on Today. It looks through every status, Done and Cancelled included, under any filters you have set. A PA's search covers the tasks assigned to them, and an admin's every task. Press Escape or any tab to go back.
Narrow or sort the list
Press All clients or Any status and tick as many as you want. The list changes as you tick.
Press Any due date and pick Overdue, Due today, Due tomorrow or Next seven days.
Press Clear at the foot of a filter to empty it.
On a computer, press a heading above the list to sort by it. Press it again to reverse the order.
On the phone, press Sort in the filter row.
Press Reset filters to go back to Today with nothing filtered or sorted.
Close a task
Press the circle at the left of the task.
The task stays where it is with a filled circle, so you can see what you closed.
Press Undo at its right end if it was the wrong one. Undo lasts until you change tab or filter or leave the page. Where the task names a vendor, the row's three dots hold Add who helped at beside it.
Close or delete several at once
Press Select at the right end of the tabs. Add task sits at the top of the card beside it.
Tick the tasks you want.
Press Mark done to close them all, or Delete to delete the ones that can go.
Press Cancel to leave without changing anything.
Good to know
New from Anne under a task means a client did something on it you have not seen yet. It goes once you open the task, and only for you. It shows on the tasks that are yours, and to an admin on every task.
Admins have seven tabs: Today, Coming up, Waiting, All, By PA, Done and Cancelled, and an Assigned to filter that reads Anyone until set. By PA groups open work by who holds it. An admin's Done and Cancelled hold every task ever closed that way, newest first, 200 at a time with Show older.
A PA's Done holds what was closed today. For older finished work, open the client's page: its Done tab holds every task the client ever had.
Tabs overlap. A late task waiting on a vendor shows under Today and under Waiting, so the counts do not add up to a total.
The page reopens the way you left it, with the same tab, filters and sort, on the same phone or computer. A link someone sends you opens exactly as they sent it.
The tasks card on Today has this page's tabs, but only the Client and Due date filters, shown on a computer only. It always opens on its Today tab and remembers nothing.
Closing a task logs no time. Time is logged in blocks with the timer.
WhereAdd task at the top of the tasks card on Today, Tasks, a client's page or a project's page. To change one, open the task: every fact is a row of its Details card.
One card adds a task. A task needs a title and a client, and the other fields are there when the work needs them. Once it exists, each fact is changed on its own from the task's page.
Adding a task.A task set to repeat every week.
Use it when
Add the task the moment something comes up, before it slips.
Change it when a fact changes: the date, the status, or what you are waiting for.
How to
Add a task
Press Add task.
Type what needs doing under Task. Write a first note under Note if there is one: it lands on the task, the team's.
Choose the client under Client. On a client's page it is already chosen. For company work, choose Palmerston PA.
To put it under a project, press Project and pick one, or type to find it by its name or its client's. With no client chosen, picking a project fills in Client. Changing the client clears the project.
Set Due and Status. A new task starts as Not started.
On a client's task, type where it is under Where if it helps, like Living room, and choose who sees it under Who sees it. It starts on The household.
Fill in Follow up on, Repeats or Flag for Olivia if the task needs them.
Press Add task.
Change a task
Open the task.
Press the row for the fact in the Details card: Status, Client, Assigned to, Due, Follow up, Repeats, Where, Project, Vendor or Who sees it.
Choose from the menu or the calendar that opens, or type in the box that opens in the row. A typed change saves when you press Enter or anywhere else, and Escape puts it back.
To change the title, press it, or press More and then Rename.
Say what a task is waiting on
On the task's page, press the Status row and choose Waiting on client or Waiting on vendor.
A Waiting for row appears under it. Press Add what it waits for and type it.
Press Enter or anywhere else to save it. The words show in the row, and under the task in every list.
Good to know
A task you add as a PA is assigned to you. Only an admin can give a task to someone else, so if it belongs to a colleague, flag it for Olivia and say so.
When what you type under Task or Note matches an SOP, a line under the field names it, like SOP Booking a trade · matches “plumber”. Press the SOP's name to read it in a panel over the card. The card stays open under it, and nothing about the SOP is saved with the task.
Admins also see Assigned to on the card, and as a row on the task's page. It lists the client's PAs and the admins, and on the card stays greyed out until a client is chosen. A task left on Not assigned shows on no PA's Tasks page. A PA's Assigned to row is a value.
Due is optional, but the house rule is to give every task one. A task with no date reads No date, sits under Coming up and is never late.
If the title or the client is missing, the card says so under the field and saves nothing: Give the task a title. or Choose a client. An admin's Assigned to has to be someone on the client: That person is not on this client.
If the card reads "The task was added, but its note did not save. Add it on the task's page.", the task is there: close the card and write the note in the task's note box.
From a project's page, the card says It goes under and the project's name, and the new task is filed in that project.
Moving a task to another client, from the Client row, takes it out of its project and its group, and day-note lines on the old client stop linking to it. Whom it waits on goes too, and a task seen by one person goes to the team.
Where and Who sees it show on a client's task and not on company work. Who sees it offers The household, The team only and each person in the household who uses the portal. Keep a surprise to The team only.
A task waiting on the client asks Waiting on when two or more people in the household are on the portal: choose who it waits on, or The household. With one person on the portal, it waits on them without asking.
From a client's page or a project's page the card already knows the client, so Who sees it lists the people on the portal as soon as it opens.
A task with options, an approval or a checklist stays with its client: its Client row reads as a value, with nothing to press.
Setting a task off a Waiting status takes what it was waiting for off with it.
On a closed task every row reads as a value but Status, which is the way to reopen it.
Where Press any task in a list: on Today, Tasks, Follow-ups, a client's page, a project's page or Raised flags
Every task has its own page. The head carries the trail back to the client, the title, Add and More. The Details card holds every fact about the task as a row: press a row to change it. Add puts a booking, a checklist, options or an approval on the task, each a card of its own. The Notes card keeps the task's whole story, newest first: notes, files, links, flags and answers, and when it was created and closed. Where the task's words match an SOP, the SOP is one press away.
A task's page: the note box and the notes at the left, the Details card at the right.Add, for a booking, a checklist, options or an approval. What the task already has reads On this task.A word in a note that matches an SOP, pressed: the SOP's snapshot, its steps at a glance, with Open.
Use it when
Open it before you pick a task up, to read what has happened so far.
Write a note when something happens, so the next PA knows where it stands.
Use it to change the status, the client, the dates, where it is, the project, the vendor or who sees it, each from its row.
Use it to lay options in front of the household, ask an adult to approve a spend, book a time or keep a checklist.
Read the SOP for the work before you start, when a word in a note is underlined or the Details card has an SOP row.
How to
Rename the task
Press the title, or press More and then Rename.
Change the words. Press Enter or anywhere else to save them, or Escape to put them back.
Add a note
Type in the note box under the Notes title. The box grows as you write, and a line that starts with a dash and a space is a bullet.
On a client's task, turn on Household can see in the box if the household should read it. Left off, the note is the team's.
Press Add note. It stays grey until there is something to add.
Your note goes to the top of the Notes card under your name and the time.
Change or delete your own note
Press the three dots at your note's right. On a computer they show when you point at the note.
Press Edit. The words open in place. Change them, then press anywhere else to save them.
Press Escape instead to put the words back as they were.
To remove it, press the three dots, then Delete. It goes at once, without asking.
Read the SOP for the work
A word in a note that matches an SOP has a dotted green underline. Press it for a snapshot of the SOP: its type and area, its title and its steps at a glance.
Press Open in the snapshot to read the whole SOP in a panel beside the task: when to use it, every step, and the message to the client where it has one.
Or press the SOP row in the Details card, under Vendor. It names the SOP the task's title matches, or else the first one its notes match, oldest first.
Press Copy beside Message to the client to put the message on your clipboard, then fill in the words in brackets.
Press Open the full page for the SOP's own page. Press Escape or the close at the panel's top to put it away.
File the task under a project
Press the Project row in the Details card. With no project it reads Add to a project.
Choose one of the client's open projects.
To move it, press the row again and choose another, or No project to take it out.
Name the vendor
Press the Vendor row in the Details card. With no vendor it reads Add a vendor.
Choose the vendor. In a long list, type a few letters to narrow it.
To change it, press the row again. No vendor takes the name off.
Add options
Press Add at the top of the page, then Options, or Add option on the Options card.
Paste the store's address in Link and press Read the page. The title, where it is from, the price and the photo fill in where the page gives them.
Check every field and type what the page did not give. A price in another currency is left for you to type in Canadian dollars.
Press Add option. Nothing is saved before you press it.
Record a verdict or the pick
Under an option, press No, Maybe or Love it beside an adult to record what they told you. Press it again to clear it.
Press Pick on the one the household chose. With two adults or more, choose who picked it. It reads Picked by and the adult's name beside its title.
To change an option, take the pick back or take it off, press the three dots on its row, then Edit, Unpick or Remove. Picking another moves the pick to it. A removed option's photo goes with it, and so does a photo you replace.
Share options with the household
Press Share with household on the Options card, or on the Booking card for offered times.
The task moves to Waiting on client.
Ask for an approval
Press Add at the top of the page, then Approval.
Choose who it is asked of, and type the amount if there is one. A picked option is named for you.
Press Ask. The task moves to Waiting on client.
When the answer comes, press Record the answer, choose it and add a note if it helps.
To take back an ask still open, press the three dots beside Record the answer, then Withdraw.
Remove a card
Press the three dots at the top of the Checklist, Options or Booking card, then Remove the checklist, Remove the options or Remove the booking.
An empty card goes at once. A card holding something asks first, naming what goes, like Remove the checklist and its three lines?.
Press Remove to take it all off, or Keep it to go back. An option's photo goes with it.
Keep a checklist
Press Add, then Checklist.
Type a line and press Enter or Add. Lines stay in the order you add them.
Tick a line when it is done. To take a line off, press Remove at its end. On a computer it shows when you point at the line.
Delete another person's note (admins)
Press the three dots at the note's right. On a computer they show when you point at the note.
Press Delete. It goes at once, without asking.
Good to know
Opening a task marks what a client did on it as seen, for you alone. A colleague still sees New from until they open it.
Each of the four cards shows only once it holds something. A task holds options or offered times, not both.
In the Add menu a line the task has already is greyed with On this task. Options is greyed on a task that offers times to pick from.
Add holds Checklist, Options and Approval. A task that already holds a booking or offered times still shows its Booking card, and Remove the booking takes it off.
A verdict and a pick are recorded only for the household's people marked Primary. Where nobody is marked Primary, the Options card says so.
One option is picked at a time and one approval is open at a time. An answered approval stays as it was answered.
Recording an answer leaves the task's status alone. Move it yourself when you are ready.
On a closed task, on an archived client and while an admin views as a PA, the cards are read only.
On a client's task the note box carries a switch, Household can see, off by default. Left off, the note is the team's. Turned on, it is written to the household and reads with a Household chip. It turns off again once the note is added.
Only the person who wrote a note can change it. An admin can also delete anyone's note. Flag reasons, answers and the page's own lines, like Created by Olivia on Thursday, October 22., never change.
On a request from the household, the Details card shows Asked by under Client with the person's name, and the Notes card ends with a line like Asked for by Anne Kwok on Thursday, October 22.
A reply from someone in the household reads with their name and the Household chip, and so does a file or a link they added.
Who sees it and Share with household name the people in the household who are on the portal.
Putting options or times up, asking for an approval and adding a note with Household can see turned on each send one email to the people it concerns on the portal, linking to the task. The note's words are never in the email, and a task kept to the team emails nobody.
A note you have changed ends · Edited after its time.
Every other entry in the Notes card, like a flag, a file, a link or a close, is one line with its date at the right.
Day-note lines that link this task show here too, with Open the block where they have one. Change or delete those lines on Day notes.
Naming a vendor adds it to the client's vendors. Closing the task as done updates when the client last used them, and the row you close in a list holds Add who helped at and the vendor's name in its three dots while Undo shows.
A row opens from anywhere on it, the name included. Where a row names a person, the client, a project or a vendor, the first line of its menu opens their page.
Add to a project offers only the client's open projects. On a closed task every row of the Details card reads as a value but Status.
While an admin views as a PA, the page is read only: no Add, no More and no note box, and every row of the Details card reads as a value.
A flagged task carries an amber band under its title with the reason. An admin answers from its Answer button.
On a phone the Details card comes first, above the cards and the notes.
Only a note's first word that matches an SOP is underlined. A note open for editing, a flag's reason, an answer and a day-note line are never underlined.
The snapshot closes when you press Escape, press anywhere outside it or press the word again. On a phone it opens under the word's line.
The panel sits over the right side of the page, so nothing under it moves. An open card stays open under it, and going to another page closes it. On a phone it fills the screen, with Close at the top.
As you type in the note box, a line under it names any SOP your words match. Press the SOP's name to read it beside the task.
If an SOP is out of date, press Suggest a change at the foot of its panel and write what should change. It reads Sent. An admin will look at it. once it has gone.
Only live SOPs show here, and opening one changes nothing on the task. While an admin views as a PA the SOPs still open, with no Suggest a change.
Where A task's page, in the Notes card's box: the paperclip and the chain under the words
Attach a photo, receipt or document to the task it belongs to, or add a link to a web page. Each one joins the task's Notes card, and files also show on the client's Documents card. A project's page works the same way.
A file attached to a task.A file lands as a chip in the note box. Press its name to rename it.
Use it when
Attach the quote, the receipt, the confirmation or a photo of the job, so it stays with the work.
Add a link for a page that matters, like a booking or a product.
How to
Attach a file or photo
Open the task.
In the note box, press the paperclip and choose the file. On a phone you can take a photo instead.
It uploads at once and appears in the Notes card. It also lands in the box as a chip with the file's own name.
To give it a better name, press the name on the chip, type, and press Enter or anywhere else. Escape puts the name back.
Add a link
In the note box, press the chain beside the paperclip.
Type a Name for it.
Paste the Address, starting with https://.
Press Add link.
Open, rename or archive a file
Press the file's name in the Notes card to open it.
To rename it, press the three dots on its line, then Rename.
To take it off the task, press the three dots, then Archive.
It stays listed, marked Archived, but no longer opens.
Good to know
Never attach a code, a credential or an account number. Those belong in 1Password, as the line beside the lock in the box says.
A file can be up to 25 MB, and big photos are made smaller for you. A file over 25 MB is refused before anything is sent: "That file is larger than 25 MB, which is as much as one can be."
A link must start with https://. A 1Password link is refused here: A 1Password link belongs in the vault.
A document is never deleted, only archived. A task with a document, even an archived one, cannot be deleted.
An option's photo belongs to its option. It is not an entry in the Notes card, it is not on the client's Documents card and the files chip does not count it. It goes when its option is removed or its photo replaced, and with the task when the task is deleted.
An admin can bring an archived file back from the client's Documents card: Show archived files, then Restore beside it.
Files also list on the client's Documents card, under Task: and the task's title.
The chip leaves the box when the next note is added or you leave the page. The file stays on the task.
A link's line has its own three dots with Edit and Delete. Delete removes it at once, without asking.
A task always has one of six statuses. Not started, In progress, Waiting on client and Waiting on vendor mean it is still open. Done and Cancelled mean it is closed.
Changing a task's status from its Status row in Details.
Use it when
Change the status the moment it changes, so every list tells the truth.
Use a Waiting status when the next move is someone else's.
Use Cancelled for real work that stopped, like a booking for a trip that was called off.
How to
Change the status
Open the task.
Press the Status row in the Details card.
Choose the new status from the menu.
Press Escape or anywhere else to close the menu without a change.
Say who a task waits on
Open the task and press the Status row.
Choose Waiting on client.
If two or more people in the household are on the portal, a second menu opens under Waiting on. Choose a person, or The household. Escape closes it without a change.
With one person on the portal, the task waits on them without asking.
Mark a task done
Press the circle beside the task, in any list or on its page.
Or open the task and choose Done from the Status row's menu.
Cancel a task
Open the task.
Press the Status row.
Choose Cancelled. The task leaves your open lists.
Reopen a closed task
Open the task.
Press the Status row. On a closed task it is the one row that opens.
Choose one of the four open statuses.
On a done task you can press the filled circle instead. It reopens as Not started.
Good to know
Each status has a mark: a hollow ring for Not started, a green dot for In progress and a grey dot for both Waiting statuses. Done is a filled green circle with a check. Cancelled has no mark.
The Add task card offers only the four open statuses. Done comes from the circle, Mark done or the Status row. Cancelled comes only from the Status row on the task's page.
The Waiting tab holds both Waiting statuses. Set a Waiting status and a Waiting for row appears under Status, to say what you are waiting for. Setting the task off Waiting takes those words off.
Done tasks move to Done. Cancelled tasks move to an admin's Cancelled tab and to Cancelled on the client's page.
A done task can never be deleted, because it is the record of the work. A cancelled one can be, if nothing else keeps it.
Where the household can see a task, the task lists show whose move it is under the status, in the household's words: With Sophia, With the team, With Jorge or With the household. That is a task in a shared project, or a task in no project once someone in the household is on the portal. A task kept from them reads The team only. Nothing shows on a done or cancelled task, or in a project that is not shared.
In a list the status is only a label. Change it from the Status row on the task's page.
If a status does not save, That did not save. Try again. shows under the Status row.
Where More on a task's page, then Flag for Olivia, or the tick on the Add task card. Admins answer from the flag's band on the task's page.
A flag is a raised hand on a task. A PA flags a task when they need Olivia, and says why. An admin answers on the task's page, so the question and the answer stay with the work.
A flagged task with Olivia's answer on it.An answered flag shows on the task's row.Flag for Olivia, from More, asks what you want her to look at.
Use it when
Flag when you need a decision you cannot make yourself, like a spend or a change of plan.
Flag when a task belongs to someone else. Only an admin can reassign it.
Flag instead of texting, so the next PA can see what was asked and what was decided.
How to
Raise a flag (PAs)
Open the task, press More and then Flag for Olivia. On a new task, tick Flag for Olivia on the Add task card.
Under Reason, say what you want Olivia to look at.
Press Raise the flag, or Add task on a new task.
Read the answer (PAs)
Look for Olivia answered under the task in your lists.
Open the task. The answer sits at the top of its Notes card, above your reason.
Once you have opened it, the row goes back to normal.
Answer a flag (admins)
Open the flag from Raised flags on Today, or open the task from any list.
Press Answer at the right of the amber band under the task's title.
Type your answer under Answer.
Press Clear the flag.
Take your own flag down (PAs)
Open the task and press More.
Press Clear the flag. It comes down at once, with no answer. Your reason stays in the Notes card.
Good to know
A flag needs a reason. Without one the card says Say what you want Olivia to look at. and saves nothing.
A flagged task carries an amber band under its title: PAs read Flagged for Olivia and the reason, admins Flagged for you and an Answer button. Admins also see the Raised flags card on Today and the morning brief, which says how many need you.
Only a PA can raise a flag, and only an admin can answer one. An admin's More has no flag line. Answering is how an admin takes it down.
A flag is its raiser's. Only the PA who raised it reads Clear the flag in More. Another PA's More has no flag line while the flag stands.
If the flag changed since the page was drawn, Clear the flag says Only the PA who raised the flag can take it down. under the title. Reload the page.
Any admin can answer. The Notes card names who answered, and the PA's row still reads Olivia answered.
Raised flags lists flags on open tasks only, so leave a flagged task open until it is answered.
Answering changes nothing else on the task. To hand the task to someone else, an admin changes the Assigned to row in its Details card.
Follow-ups lists the open tasks you planned to chase today or earlier. You set the day on the task with Follow up on, and the task shows here from that day until you close it or change the date.
Follow-ups: the tasks to chase today.
Use it when
Set a follow-up when you are waiting on someone and want to chase them on a set day.
Use it when the day to chase is not the day the task is due.
Open Follow-ups each morning. The number beside it in the menu is how many are due.
How to
Set a follow-up date
Open the task and press the Follow up row in its Details card. With no date it reads Add a date.
Pick the day on the calendar. Clear at its foot takes the date off.
On a new task, pick the day under Follow up on on the Add task card.
Work the list
Open Follow-ups from the menu.
Start at the top. Earlier days come first, headed Follow up was and the date, then Follow up today.
Chase it, then add a note on the task saying what you heard.
Close the task, or set a new Follow up on date so it leaves the list until then.
Narrow the list
Press All clients and tick the clients you want.
Admins can also press Anyone and tick people.
Press Reset filters to see everything again.
Good to know
A follow-up does not move on its own. The task stays on the list until you close it or change its date.
A PA's Follow-ups holds their own tasks. An admin's holds everyone's and shows who holds each one.
Where the follow-up day is not the due date, the task can carry a small Follow up tag with the date in every list.
Admins also see Follow-ups due on the morning brief.
Select at the top of the card closes or deletes several at once. A task you close stays with Undo at its end until the list next loads.
The page remembers its filters on the same phone or computer while anything is due.
WhereRepeats on the Add task card, or the Repeats row in a task's Details card, which also changes or stops one.
A repeating task comes back on a pattern you choose, from every day to every year. Only one copy is open at a time, and closing it brings the next. Each copy carries a tag with its pattern, such as Every Monday and Friday.
Choosing how often a task repeats.A repeating task carries its repeat on its row.Make it repeat, from the Repeats row of a task that does not repeat.
Use it when
Use it for anything that comes back every week, month or year: a weekly grocery order, a monthly bill, a yearly service.
How to
Set up a repeating task
Press Add task and fill it in as usual. Its due date is the first one. With no due date, the pattern counts from today.
Under Repeats, choose Every day, Every week, Every month, Every three months, Twice a year or Every year.
For Every week, press each day it falls on (Mo, Tu and so on). The due date's day starts pressed.
For the monthly choices, check the day in the box beside it, such as On the 1st. It starts on the due date's day.
Press Add task.
Make a task you already have repeat
Open the task.
Press the Repeats row in its Details card, which reads Does not repeat. The Make it repeat card opens.
Choose how often, and the days, as on Add task. It starts on every week, on the task's due day.
Press Save. This task is the first copy, and the pattern counts from its due date, or from today if it has none.
Change how a task repeats
Open the copy that is open now.
Press the Repeats row in its Details card.
Press Change how it repeats, choose the new pattern and press Save. This copy follows the new pattern, and the old one makes no more.
Stop a task repeating
Open the copy that is open now.
Press the Repeats row in its Details card.
Press Stop repeating. This copy stays, and no more come after it. The row then reads Does not repeat.
Good to know
The next copy is counted from the due date of the one you closed, not the day you closed it, so the pattern never drifts. Close one late and the next may already be due.
Closing a copy brings the next one at once, whether you use the circle, Mark done, or set Done or Cancelled on the task's page. Undo at the end of the closed row, or setting it back to an open status on its page, takes the new copy back if nobody has touched it. A note, a file, a day note or a link on the new copy counts as touched, and then it stays.
Each copy comes with the title, the person and the project the pattern started with. Editing one copy changes that copy only.
Each new copy keeps who sees it from the copy before, so a task kept to the team stays the team's. A copy kept to one person who has since been archived comes back as the team's.
Deleting the open copy does not end the pattern. A new copy arrives the next morning, so use Stop repeating instead.
Every day includes weekends. For weekdays only, choose Every week and press Mo to Fr. A day past the end of a short month falls on its last day.
Where More on a task's page, then Delete. For several, Select on any task list.
Delete is for a task that should never have existed: typed twice, put on the wrong client, or a repeat that should not have been made. It removes the task, its notes, its links and its options' photos for good. Work that was real and then stopped is Cancelled, not deleted.
Deleting a task that has notes asks first.Delete is the last line of More. Where a task stays, it says why.
Use it when
Use it for a duplicate or a mistake.
Set the task to Cancelled instead when the work was started and then stopped.
How to
Delete one task
Open the task.
Press More at the top of the page, then Delete, its last line.
Read the card. It says what goes with the task, such as Its two notes and one link go with it., or asks if you are sure where nothing is on it.
Press Delete. You land back on Tasks.
Delete several tasks
Press Select on the list.
Tick the tasks.
Press Delete in the bar that appears.
Read the card. It says how many will go, which stay and why, and whose notes and links go with them, such as Book the vet has notes and a link, so they go with it.
Press Delete on the card.
Good to know
Anyone who holds the client can delete a task, PAs included.
Three things keep a task: it was done, a day-note line links it, or it has a document, even an archived one. An option's photo is not a document and goes with the task. Then Delete in More is greyed, with why under it: A done task stays as the record of the work., A day note links this task, so it stays. or A task with a document stays.
Its notes, its flag and the answer go with it, and so do any links on it. It cannot be undone.
A cancelled task can be deleted if nothing keeps it.
In Select, Delete shows only when at least one ticked task can go. Cancel beside it leaves without changing anything.
Deleting the open copy of a repeating task does not stop it. A new copy arrives the next morning, so use Stop repeating instead.
Where Menu, then Projects, or a client's page, then Projects
A project groups a client's tasks under one name, for a bigger job such as a move, a renovation, an event or a hire. Its page holds its tasks, sorted into groups you name, and its own notes, files and links.
The Projects page.A project's page, with its tasks together.
Use it when
Use a project when one job for a client needs several tasks.
Use it to see a bigger job in one place: what is left, what is waiting and what is done.
How to
Add a project
Open Projects from the menu and press Add project. On a client's page, use Add project in its Projects card.
Type the name under Project.
On the Projects page, choose the client under Client.
If one of the team leads it, choose them under Led by. It can stay Not assigned.
Choose the Type and, if there is one, the Due date.
Press Add project.
Add tasks to a project
Open the project.
Press Add task in its Tasks card. The card says It goes under and the project's name.
To file a task that already exists, open the task and press Add to a project.
Sort the tasks into groups
Open the project and press Arrange in its Tasks card.
Press Add a group, type its name, such as First, Next or Later, or Inside, Outside or Cars, and press Add group.
Drag a task by its handle, or press anywhere on its tile, and drop it under the group it belongs to. Drag a group to move it with its tasks.
To move a tile with the keyboard, focus its handle and use the arrow keys.
Press a group's More, the three dots on its tile, for Rename. Delete shows under it on a group with no open tasks.
Press Done when you finish. Every move is saved as you make it.
Put a client's projects in order
Open the client's page.
Press Arrange in its Projects card. It shows where the client has two or more open projects.
Drag each project to its place, then press Done.
Finish or reopen a project
Press the circle beside the project's name to mark it done.
To reopen it, press the circle again.
Delete a project
Open the project and press More, the three dots at the top right, then Delete. A project with tasks stays: the line is greyed and says so.
The card says what goes with it, its notes, its files and its links. Press Delete to delete it for good, or Keep it to go back.
You land on the Projects page, filtered to its client.
Rename a project
Open the project and press its name, or press More, the three dots at the top right, then Rename.
Type the new name.
Press Enter, or click away, to save it. Press Escape to put the old name back.
Change a project's type, due date or lead
Open the project. Its Details card holds the client, the type, the due date, who leads it and whether the household can see it.
Press the Type, Due or Led by row and choose from the menu or the calendar. Clear at the calendar's foot takes the date off.
Each change saves as you choose it.
Good to know
A client on the portal can start a project themselves. It stands at once, shared with them, led by their lead PA and typed Other. Its row reads From Anne, the Details card says Started by, and it is yours to rename, retype, date or delete like any other.
Types are Event, Travel, Renovation, Hiring, Move and Other. A new project starts on Other.
Led by is a row of the project's Details card, with the client, the type, the due date and Household. Choose anyone on the client's staff, or Not assigned.
A project stays with the client it was made for. Its Client row opens the client's page.
A done project's details stay as they were. Its name and its rows change again once you reopen it with the circle.
Tasks with no group sit under To sort, last. Only the team sees that name.
Inside a group, tasks stay in the order you put them. A sort chosen from a column's head sorts the tasks inside each group.
A task moved to another project or client leaves its group.
By room shows on a project's page once a task says where it is, such as Living room. It lists every open task under its room, with No place last.
On a project's page, the note box carries the switch Household can see, off by default. Turned on, the note is written to the household, who read it once the project is shared.
A client's Projects card lists open projects in the order you arranged. Until someone arranges them, the nearest due comes first. A new project goes last once they are arranged.
Marking a project done leaves its tasks as they are, so close each one as the work finishes. A done project takes no new tasks until you reopen it with the circle.
The Projects page has Open, with a count, Done, newest finished first, and a Client filter. Projects in a client's sections opens it filtered to that client.
A project's Tasks card has To do, Waiting, Done and Cancelled, and By room where tasks have a place.
A repeating task added from a project's page files every copy in that project.
PAs see and add projects for the clients they hold, and can delete one that holds no tasks.
Where A client's project, its page, Share with household at the top right, beside More
Sharing a project lets the household follow it on the client portal: its tasks, whose move each one is, and the notes written to them. It never shows them what is kept to the team.
A project shared with the household: its Details card's Led by and Household rows.
Use it when
Share a project when the household should see where a bigger job stands without asking.
Stop sharing when they no longer need to follow it.
How to
Share a project
Open the project.
Press Share with household.
Read what the household will see, then press Share. The Details card's Household row says Shared since and the day.
Stop sharing it
Open the project.
Press Stop sharing at the top right, or the Household row.
Press Stop sharing again on the card. Nothing on the project changes.
Share or stop sharing a done project
A done project's head has no Share with household or Stop sharing. Reopen it first, with the circle by its name, and they come back.
Good to know
The household sees the project, every task not kept to the team, whose move each task is and the notes written with Household can see turned on.
The household never sees hours or time entries, pay, a note the team did not write to them, the vault or any code, a field marked Admin only, another household, a task kept to the team or to another adult, or a project nobody shared.
A task's Who sees it decides whether the household sees that task.
A shared project shows on the portal of each person in the household who has been invited. Until someone is, it waits for them.
A note written to the household on a shared project emails the people on the portal. On a project that is not shared, nobody gets one.
Every share and every stop is kept in the audit with who did it.
The Household row on the Details card opens the same card as the button, and reads Not shared yet until you share.
Company projects are never shared. The button and the Household row show on a client's project alone.
Clients lists the households you look after, with each one's plan and how much of this period's hours the team has used. Press a row to open that client's page.
The Clients list.
Use it when
Use it to get to a client's page.
Use it to see at a glance which clients are running low on hours or are over.
How to
Open a client
Press Clients in the menu.
Press anywhere on the client's row. The whole row opens their page.
Read a client's hours
Find the bar under Hours this period. It fills green, turns amber past 80 percent, and the small tick marks where the hours run out.
Read the line under the bar, for example 12.5 of 20 hours used, 15 days left in the month.
Look for an amber chip: 2 h left means the hours are nearly used, and 2.5 h over means they are passed.
Find an archived client (admins)
Press the Archived tab.
Press the client's row to open their page, or press Restore at the end of the row to bring them back.
Good to know
You see only the clients you hold. If one is missing, ask Olivia to add you to it.
Admins see every client, who holds each one (Not assigned where nobody does), and the Clients and Archived tabs.
Where the list is too narrow for every column, on a smaller screen or beside the Scratchpad, the plan sits under the client's name instead, with who holds the client on an admin's list.
The hours are the whole team's finished time on the client, for the client's own period: this week on a weekly plan, this month on a monthly one. A block counts the moment it is finished.
The small label beside a name says how a client is doing: 2 of 4 stamped while they are being set up, from the day they are added until their service starts, or 3 weeks quiet when nobody has logged time on them for three weeks or more.
Test beside a name marks a client used for trying the app.
An admin's Clients page opens on the tab they used last.
Add client makes a new client from one form: who they are, their plan, the areas of life they bought, the day they signed and their first PA. Saving also sets up their record, their onboarding steps and their house binder.
Adding a client.
Use it when
Use it as soon as a new client comes to us, signed or not. They are on Onboarding from the day they are added.
Use it on a call to read a lead their first bill. It shows as soon as the contract date and the amount are in, before you save.
How to
Add the client
On the Clients page, press Add client.
Choose the Type first, Subscription or Search, because it changes what the rest of the form asks.
Type the Client name and the address. Province starts on British Columbia.
Under Plan, choose a plan, or Custom to set your own hours and period.
Tick the Areas of life they bought, and pick the day they signed under Signed if they have. Leave it empty for a client who has not signed yet.
Press Add the client. The new client's KYC opens.
Give them their first PA
Choose the person under Assigned PA.
Set What they see to Full or Limited. It starts on Full.
Press Add the client. You add more PAs later on the KYC.
Work out a first bill
Choose a plan, or type the Amount under Custom.
Pick the Contract starts date.
Read the line under the figures, for example "First bill $1,845.16 for October 6 to 31, then $2,200 on November 1."
Press Cancel if you only needed the figure.
Good to know
Only Client name is required. Left empty, it says Give the client a name.
A named plan (Essential, Standard, Premium or Executive) fills Hours included, Amount and Overtime rate and sets the period to every month. Change the figures after if this client's differ. Period only appears under Custom.
Clients are billed on the 1st for the month ahead. A start in a month's last seven days puts the next month in the first bill too.
A search has no areas of life, so that part of the form goes away, and it has its own stages.
You can choose an admin as the Assigned PA. An admin sees everything, so no level is asked.
Tick Test client only for a client you are using to try the app.
A stage's date is the day it happened, so a day after today is refused: That date has not come yet.
A client's page is where the work for one household lives. Tasks, Time on this client and Projects sit beside Plan and hours, Household, Documents and Day notes, with Billing under Plan and hours for an admin.
A client's page.The sections button opens the rest of the client: KYC, Projects, Assets, Protocols, and Contacts & vendors.
Use it when
Use it when you start work for a client, to see what is open and what was done.
Use it to add a task, log time or jot a line for this client without choosing them again.
Use it for the client's quick facts: under the name, Plan, Their PAs and Client since.
How to
Get to the rest of the client
Press the sections button, the list icon at the right end of the client's header.
Choose KYC, Projects, Assets, Protocols or Contacts & vendors.
Choose Overview to come back to this page.
Add work for this client
Press Add task in Tasks, Add time in Time on this client, Add project in Projects or Jot a line in Day notes.
The client is already chosen, so fill in the rest and save.
See all of a client's time or notes
Under Time on this client or Day notes, press the See all of link.
The Time or Day notes page opens on this client alone.
Read the client's day notes
The Day notes card lists the five newest lines about this client, in the order they were written.
Press a line to open its day on Day notes, the page filtered to this client.
Press Jot a line at the top of the card to write one.
Change a document or a link
In Documents, press the three dots at the end of a file's row for Rename or Archive.
On a link's row, the three dots hold Edit and Delete.
Press Add a link at the top of the card to add one.
Open someone in the household
In Household, press the person's row to open their card.
Press See all people when there are more than five, or Edit to open the KYC.
Good to know
On a phone the page is one list: Plan and hours first, then the work, then Billing for an admin, Household, Documents and Day notes.
In Household, someone on the client portal reads On the portal last on their row. Their card says when they were invited and lets an admin or the lead PA invite them or take access away.
While a client is being set up, from the day they are added until their service starts, the Onboarding card under the header shows how far it has got: the stage being worked, the last stamp, and the stages as one line. Press Open the record to go to it.
Admins also see More, the three dots in the header, holding Download this client's records, Archive this client and Delete this client. Arrange shows for anyone who has been given it.
An archived client's page reads as it was left, with Archived beside the name, and offers nothing to change.
When an admin views as a PA, the page offers nothing to change.
Arrange changes how one client's page or KYC is laid out: the order of the blocks, which ones show, and on the KYC how wide each one is. It is that client's layout, so everyone who opens the client sees it.
Arranging a client's page: move, resize, show or hide each block.Arranging the KYC, with a block switched off.
Use it when
Use it to bring the blocks you need most for a client to the top.
Use it to hide a block a client does not need, without losing what is in it.
Use it on the KYC to delete a block added by mistake.
How to
Move or hide blocks
Press Arrange in the page's header. Each block becomes a tile.
Drag a tile by its handle to where you want it. With a mouse you can press anywhere on it. A green line shows where it will land.
Untick a tile's box to take that block off the page. Tick it again to bring it back.
Press Done.
Change how wide a KYC block is (on a computer)
On the KYC, press Arrange.
Drag the grip at the tile's right edge. It snaps to a third, two thirds or the full width.
Press Done. On a phone the blocks stack in one list, so there is no grip.
Delete a block on the KYC
On the KYC, press Arrange, or Delete blocks if that is what you see.
Press Delete at the right end of the tile.
Read what goes, for example Boat and its five fields go for good., then press Delete.
Go back to the standard layout
Press Arrange.
Press Reset to the standard layout in the band at the top, then press Done.
Good to know
Every move saves as you make it, so Done only closes the mode.
A hidden block keeps everything in it, and its tile says so, for example Off, and keeping its three people.
On a client's page each block stays on its own side, and Tasks and Time on this client cannot be hidden.
Some KYC blocks cannot be deleted: Household and the standard blocks, which you hide instead, a block that is a home (This block is a home.), and a people block that still has people in it (Delete its two people first.).
Deleting a block cannot be undone. Its fields go, and its dates leave Important dates.
Admins can always arrange. A PA sees Arrange, Show and hide or Delete blocks only if an admin has granted it on the Authorization page.
Plan and hours shows a client's plan and how much of this period's hours the team has used, and warns you as the hours run low or go over.
Plan and hours on a client's page, with hours carried over.
Use it when
Check it before taking on extra work for a client, so you know whether it will run into overtime.
Check it near the end of the week or month.
How to
Read the card
Read the plan under the title: its name, such as Premium, or its shape, such as 40 hours a week.
Read the line under the title for the days left, for example 19 days left in the month.
Read the bar and the sentence under it, for example 12.5 of 20 hours used.
Spot a client running out
Watch for the amber chip 2 h left, which shows once 80 percent of the hours are used.
2.5 h over means the hours are passed, and the sentence adds Bill the overtime at the plan rate.
Good to know
The period is the client's own: Monday to Sunday on a weekly plan, the calendar month on a monthly one.
The hours are the whole team's finished blocks on the client. A block counts the moment it is finished.
A client who starts partway through a period gets that share of the hours for their first period, and the bar and warnings use the smaller figure, unless an admin has set the month's hours on the Client card. Then the bar, the sentence, the warnings, the Clients page and the carried hours all use that figure.
Unused hours on a monthly plan carry through the end of the third month after, oldest used first, then expire. The card says so, for example 20 hours this month, 6 carried, 4 of them expire January 31. Weekly plans carry nothing.
Admins also see the first bill while the client is in their first period. Where an admin has set the first bill on the Client card, it prints in place of the share the billing rule works out. PAs never see the amount or the overtime rate.
An admin sets the plan, the month's hours and the first bill on the KYC's Client card.
Billing holds the bills you send a client, newest month first, each with its PDF. The household reads the same bills on the portal's Billing page, beside their plan and how to pay, so add a bill here when you send it.
Use it when
Use it when you send a client their bill for the month.
Use it when a bill is paid, so the household sees it marked paid.
How to
Add a bill
On the client's page, in Billing, press Add a bill.
Choose the Month the bill is for. It opens on this month.
Type the bill's Number, and its Amount as a figure, like 5200.
Sent on is today and Due is the day after. Change Sent on and Due moves with it, until you change Due yourself.
Press Choose a PDF and pick the bill's PDF, then press Add bill.
Attach or replace a bill's PDF
Press the three dots at the end of the bill's row.
Choose Attach the PDF, or Replace the PDF where it has one, and pick the file.
The new PDF is the one you and the household open. The one it replaced is archived.
Mark a bill paid
Press the three dots at the end of the bill's row, then Mark paid. It reads Paid with today's date, here and on the portal.
Choose Mark unpaid in the same place to take it back.
Change or delete a bill
Press the three dots, then Edit. Change the month, the number, the amount or the dates, and press Save.
To delete it, press the three dots, then Delete. Read Bill 1047 and its PDF go for good. and press Delete.
Good to know
The household sees each bill's month, its number, its amount, Due November 2 or Paid November 3, and its PDF. They also see their plan's name and amount and when the next bill comes. They never see hours.
How they pay is set on the KYC's Client card, under How they pay. E-transfer, or Not set, tells them to send an e-transfer to billing@palmerstonpa.ca with the bill number in the message. Bank debit tells them there is nothing to send.
The portal tells them bills are due the day after they arrive.
A bill's file is a PDF. If the PDF does not upload, the bill is still added and the card says so: attach it from the bill's three dots.
A bill number is used once. A second bill with the same number reads There is a bill with that number already.
Only admins see Billing, and not while viewing as a PA. An archived client's bills can be read but not changed.
Arrange can move Billing or hide it. Hidden, it keeps its bills, and the household still sees them.
Deleting a client deletes its bills too, and the delete card counts them.
Where A client's page, then the sections button, then KYC
The KYC is the client's record: their plan and PAs, who may instruct us, the home, their preferences, their people and who to call in an emergency, documents and important dates. Read it before your first visit and keep it true.
A client's KYC.Adding a block to the KYC.
Use it when
Use it before a first visit, or whenever the question is about the client rather than the work.
Use it to find a phone number, who to call in an emergency or the spending limit before we check.
Use it to add a block when something new comes up, like a boat or a pet.
How to
Open the KYC
On the client's page, press the sections button at the right end of the header and choose KYC.
Or press Edit on the Household card.
Above the title, press the client's name to go back to their page, or Clients for the Clients page.
Read the record
Start with the Client card at the top: type, address, plan, areas we cover, their PAs and stage.
Read the blocks under it, such as Overview, Home details, Household, Preferences and Important dates.
Press a person's row to open their card, or a date you typed into Important dates to open its card.
Add a block
Press Add a block.
Choose a template under From a template. It is added at once, with its fields empty.
Or press Start a blank block instead, type a Name and press Add block.
Press Edit to fill it in.
Good to know
Nothing on the KYC opens when you click it, except a person's row and a typed date. To change anything, press Edit.
Empty means nothing is typed yet. Admin only in a value's place means there is a value your access does not show.
A PA who holds the client at Limited sees Admin only for vault fields, document fields and fields marked admin only, and under four questions on the Family life and appointments block: the doctors and specialists, the health cover, what is overdue or waiting on a referral, and who may be told what. Everything else reads the same.
Admin only beside a label marks a field whose value PAs with limited access do not see. Only an admin changes the mark, with the tick under the field in Edit. A PA reads it as text there too.
Blocks named for an area of life come from the intake. Their answers are changed on the intake, through Edit on the intake.
Staff and regulars holds people filed nowhere else. Trades and suppliers are on the Vendors page.
Opening a KYC is recorded, as opening a client's page is.
An archived client's KYC reads as it was and offers no Edit, no Add a block and no Arrange until the client is restored from their page.
Once someone in the household is on the client portal, a block the household reads carries Household beside its name, such as Preferences, and so does Important dates. What is typed there shows on their portal, except a field marked admin only. An admin chooses which templates the household sees on Templates.
The Client card heads the KYC with the client's own facts: type, address, plan, period, client since, the areas we cover, their PAs and the stage they are at. Admins change these facts here, in Edit, and set a month's hours or the first bill by hand when they differ from what the plan works out.
The Client card at the top of the KYC, as an admin sees it.Hours this month and First bill on the Client card in Edit, each with what the plan works out said under it.
Use it when
Use it for the quick facts about a client.
Admins: use it to change a client's name, address, plan, areas of life or stage dates.
Admins: use it when a client gets more or fewer hours this month than the plan works out, or was billed a different first bill.
How to
Read the card
Open the client's KYC. The card is at the top, titled Client.
Client since is the day they signed, or the day the contract started where no Signed date is in, or the day they were added. The client page's header reads the same. Stage is the furthest stage stamped, or Ended.
Change a client's facts (admins)
On the KYC, press Edit. The card becomes a form with Add client's fields, and for admins Hours this month, First bill and, through the sixth of the month, Hours last month under the plan's figures.
Change what you need under Client, Plan, Areas of life or Stages.
Press Save. If the name is empty, Give the client a name. shows under it.
Set a month's hours or the first bill (admins)
Press Edit on the KYC.
Under Hours this month, type the hours the client gets this month. The line under it says what the plan gives, for example The plan includes 11.5 hours for October 14 to 31.
Through the sixth of the month, use Hours last month to fix last month before it closes.
Under First bill, type what the client was billed first. The line under it says what the billing rule gives, for example The rule gives $696.77 for October 14 to 31.
Press Save. To go back to the plan's figure or the rule's, clear the field and save.
Record a stage or an end (admins)
Press Edit on the KYC.
Under Stages, pick the day each one happened. They do not have to land in order, and a day after today is refused: That date has not come yet.
To record that service has ended, pick the day under Ended.
Press Save.
Good to know
Admins also see the Amount, the Overtime rate, each stage's date, each PA's level and the Lead PA after Their PAs, the lead's name or Not set, and where a month's hours were set by hand, Hours this month and Hours last month, for example 20, set by Olivia. PAs see their colleagues' names only.
A month's hours set by hand count everywhere the hours show: the plan card, its bar, the Clients page, the hours warnings and the morning brief. The first bill set by hand prints in the first bill sentence in place of the rule's share.
A month's hours can be set for this month, or for last month through the sixth. After that the month is closed and its hours stay what they are.
Choosing a named plan fills the hours, the amount and the overtime rate. Change them after if this client's differ.
Unticking an area of life that holds intake answers asks first when you press Save, for example Travel and its six answers go for good. Press Keep it to keep the area and save the rest, or Remove to take it and its answers off.
Changing the type between Subscription and Search loses nothing. The other type's stages and steps wait, hidden, in case it changes back.
Their PAs, at the foot of the card, saves as you press and is not undone by Cancel.
An archived client's KYC has no Edit, so the card cannot be changed until the client is restored from their page. The card never moves in Arrange.
Slack channel, after Their PAs and Lead PA, opens the household's own Slack channel in a new tab, for everyone who reads the card. Admins type it in Edit, starting with https://, and clear it to take it off. The household's portal shows it beside their PAs on Home.
Admins also see How they pay after the Overtime rate: E-transfer, Bank debit or Not set. It decides what the household's Billing page says: an e-transfer to billing@palmerstonpa.ca with the bill number in the message, or, by bank debit, that there is nothing to send. Not set reads as e-transfer. The debits themselves run outside Operations.
Edit turns the whole KYC into a form at once. Change values in any block, add fields, people and dates, then keep it all with one Save.
The KYC in Edit: the band says you are editing, every value becomes a field, and one Save keeps it all.
Use it when
Use it whenever something about the client changes: a new number, a new preference, a new 1Password link.
Use it to fill in a block you just added.
How to
Change values
On the KYC, press Edit. A band at the top says you are editing the client's record.
Type over any value. Each one is now a box.
Press Save to keep the changes, or Cancel to drop them.
Add a field to a block
In Edit, press Add a field at the foot of the block.
Type a Name and choose a Kind: Text, Number, Date, Person, Vault or Document.
For a date, vault or document, choose a Reminder if you want one.
If Add it to shows, choose this client only, or the template and every client that uses it.
Tick Admin only if a PA with limited access should not see the value.
Press Add field, fill it in, then press Save.
Add or remove a person or a date
In Edit, press Add a person at the foot of a people block, or Add a date under Important dates.
Fill in the new row. Tick Emergency contact on a person to call in an emergency.
To remove a row, press its Delete. It is struck through until you save.
Press Save.
Change a field's mark (admins)
In Edit, find the field. Under its box is the Admin only tick.
Tick it so PAs with limited access see the label and not the value, or untick it so they see both.
Press Save.
Rename a block
In Edit, type the new Name at the top of the block. Standard blocks keep their names.
Press Save.
Good to know
Nothing saves until you press Save. Cancel, or leaving the page, with changes asks Leave without saving?: choose Keep editing or Leave.
If Save refuses a value, the band names it and the reason shows under it. Everything else has saved. Fix it, or empty it, and press Save again.
On a phone, Cancel and Save sit in the band at the top of the screen and stay there as you scroll.
A vault field takes only a 1Password link. A document field has nothing to type: attach the file on the client's Documents card.
Only an admin sees the Admin only tick, on text, number, date and person fields. A PA reads Admin only as text beside the label. Vault and document fields are always admin only and carry no tick.
Edit and Arrange are one at a time. Assets, a room and a protocol edit the same way.
When an admin views as a PA, Edit is not offered.
An archived client's KYC has no Edit. Restore the client first, from their page.
Where A client's KYC, the people blocks; Household on the client's page
The record keeps the people around a client: the household, family, friends, staff and regulars. Each person has a card with how to reach them and a note, a tick for who to call in an emergency, and fields like Who may instruct us point at them. A primary's card also says whether they are on the client portal.
People on the record.Adding a person straight from a field such as Who may instruct us.A person's card, with Emergency contact ticked.
Use it when
Use it to find who to call, in an emergency or any day, or who may instruct us.
Use it to add someone the client mentions, like a new nanny or a neighbour with keys.
How to
Open a person's card
Press their row on the KYC, in Household on the client's page, or on Contacts & vendors.
Read or change their details, tick or untick Emergency contact, and press Save, or Cancel to close.
Invite someone to the client portal (admins and the lead PA)
Open their card. They need to be marked Primary and have an email saved.
Under Portal, press Invite to the portal.
On a household's first invite, the card lists the open tasks the portal would show, such as What Anne will see. Untick any that stay the team's.
Press Invite Anne. They get an email with a link to sign in.
Take someone's portal access away (admins and the lead PA)
Open their card and press Take access away under Portal.
Read "Anne is signed out and their link stops working. Their notes and choices stay."
Press Take access away, or Keep it to leave things as they are.
Add a person
On the KYC, press Edit.
Press Add a person at the foot of the block they belong in, such as Household, Family or Friends.
Type their Name and whatever else you know. Tick Emergency contact if they are someone to call in an emergency.
Press Save.
Choose people for a field like Who may instruct us
On the KYC, press Edit, then press the field.
Tick one or more people in the list. Clear empties it.
Someone not on the record yet? Press Add a person under the right heading, fill in the form and press Add a person. They are ticked for you.
Press Save.
Delete a person
Open their card and press Delete.
Read what changes, for example Who may instruct us on Overview goes empty. or Their pick on Choose the rug goes.
Press Delete.
Good to know
Primary marks the people the service is for. Only someone in Household can be primary, and primaries lead the list.
Emergency contact is a tick on the person, in every block and in Staff and regulars, and more than one person can carry it. Their row then says so last, such as Primary · Partner · Emergency contact, or Emergency contact alone.
Someone on the client portal reads On the portal last on their row, such as Primary · Partner · On the portal. Their card's Portal says Invited October 28. Not signed in yet. until they first sign in, then On the portal since October 28.
The invite reads the person as saved, so save a new email before you invite them. Without one the card reads Not on the portal. Add an email to invite them., and until the client has a lead PA, Not on the portal. Choose the lead PA first.
A person in the wrong block cannot be moved. Delete them and add them again in the right block.
Someone added from a field's list is saved straight away, even if you then cancel Edit.
A person's note is for how to work with them: never a code, a credential or an account number.
The household reads the note on someone in Household on their portal, under People, and the card says so under the note. Notes on people in other blocks stay the team's.
A phone number or email on a person's row is a link, so you can call or write from your phone.
Deleting a person also takes what they did on a task: their pick, so the household picks again, their verdicts and the approvals asked of them. A task waiting on them waits on the household instead. The card names each one, such as Their pick on Choose the rug goes.
Deleting a person cannot be undone. Trades and suppliers belong on the Vendors page instead.
Deleting someone on the portal takes their access away first, and the card says Their portal access goes too. Only an admin or the lead PA can delete them. Anyone else reads "They are on the portal. An admin or the lead PA can delete them." in place of Delete.
Where A client's KYC, Important dates; Today, Upcoming
Important dates gathers a client's birthdays, anniversaries, renewals and expiry dates, soonest first. A date with a reminder shows on Today under Upcoming from its reminder day until the day itself.
Important dates on the KYC.A date with its reminder.
Use it when
Use it for a birthday or anniversary the team should not miss.
Use it to be reminded ahead of an insurance renewal or a passport expiry.
How to
Add a birthday or anniversary
On the KYC, press Edit.
Under Important dates, press Add a date.
Type the Name, pick the Date and choose a Reminder, such as Two weeks before.
Press Save.
Change or delete a date you typed
On the KYC, press the date's row in Important dates.
Change its Name, Date or Reminder and press Save.
Or press Delete, then Delete again to confirm.
Get a reminder for a renewal or expiry
On the KYC, press Edit.
Find the date on its own block, such as a renewal date or a document's Expires date.
Choose a Reminder beside it and press Save. It now shows in Important dates too.
See what is coming up
Open Today. Upcoming lists every date whose reminder day has come, soonest first.
Press a row to open that client's KYC.
Good to know
A date typed into Important dates comes round every year, so it shows without a year. A date on a block happens once and shows its year.
A block's date that has passed shows in amber at the top, like an expired passport.
A block's date is listed here only if it has a reminder, and it is changed on its own block.
Reminders show in the app, on Today and in Today's count in the menu, not by email. Admins also get them in the morning brief.
You see reminders for the clients you hold. A PA at Limited does not see expiry dates on vault or document fields.
Where A client's KYC, any field with a 1Password chip
Codes, passwords, keys and account numbers never go in Operations. A vault field holds only the link to the item in 1Password, and opens it from a 1Password chip.
A vault field takes the 1Password link, never the code.
Use it when
Use it for a gate code, an alarm, keys, a member number or any login.
Use it whenever you are about to type a code into a note or a field.
How to
Add a 1Password link
In 1Password, copy the link to the item. It starts with https://start.1password.com/ or op://.
On the client's KYC, press Edit.
Paste the link into the vault field's box, the one marked 1Password link.
Press Save.
Open a code
On the KYC, press the 1Password chip under the field's name.
The item opens in 1Password, where the code stays.
Make a new vault field
In Edit, press Add a field on the block.
Choose the KindVault. Leave Reminder on Does not expire unless the item expires.
Press Add field, paste the link and press Save.
Good to know
A box that takes a 1Password link says so beside its label, with a small key and 1Password link, before you type.
An admin decides which fields do. In Edit, an admin's text and vault fields carry a 1Password link tick beside Admin only, and it changes this client's field alone.
Never type the code itself. Words in a vault field read Paste the link 1Password gives. A code stays in 1Password. and do not save. Everything else you changed does.
Something every PA on the client may read, like the wifi, goes in a plain text field instead.
Vault and document fields are always admin only: a PA who holds the client at Limited sees Admin only in their place.
A 1Password link cannot go in Add a link on Documents. It reads A 1Password link belongs in the vault.
The same rule holds everywhere you type: never a code, a credential or an account number. Those belong in 1Password.
A vault field asks for an expiry only if it was made with a reminder, so a code never asks for a date.
Documents holds every file on a client, whether it was attached to the client, a task, a project or an onboarding step, newest first, with the client's saved web links under them. You can share a client's document or link, or a task's, with the household on their portal.
Documents on a client's page.Archived files folded open under Documents, each with Restore.
Use it when
Use it to keep a contract, a certificate or a letter where the team can find it.
Use it to save a web address the team needs, like a booking page.
Use it to share a document the household should have, like an insurance certificate, on their portal.
How to
Attach a file
On the client's page, in Documents, press Attach a file and pick the file. It uploads as soon as you pick it.
It lands as a chip beside Attach a file with the file's own name. To give it a better name, press the name on the chip, type, and press Enter or anywhere else.
Add a link
In Documents, press Add a link.
Type a Name and the Address, starting with https://.
Press Add link.
Open, rename or archive a file
Press the file's name to open it.
Press the three dots at the end of the file's row, then Rename. Type the new name and press Save the name.
A document needs a name: an empty one reads Give the document a name. and the name stays as it was.
Press the three dots, then Archive, to take it off the card.
Share a document or link with the household
Press the three dots at the end of its row, then Share with household. It saves at once.
The row now carries Household after its name, and the household finds it on their portal under Household, in Documents and links.
To take it back, press the three dots, then Stop sharing.
See every document
Scroll to the foot of the card, where it says how many more there are.
Press Show all. The card opens whole in place.
Restore an archived file (admins)
Under the documents and links, press Show archived files.
Find the file, marked Archived, and press Restore beside it. It is back on the card and opens again.
Press Hide archived files to fold them away.
Good to know
Never attach a code, a credential or an account number. Those belong in 1Password.
A file can be up to 25 MB. Large photos are made smaller for you. A file over 25 MB reads "That file is larger than 25 MB, which is as much as one can be."
Nothing is deleted. An admin can bring an archived file back with Restore under Show archived files.
A link's three dots hold Edit, which changes the name or the address, and Delete, which removes it at once, without asking.
A PA who holds the client at Limited does not see the client's own documents and cannot attach a file or add a link here. Files on tasks and projects still show.
Photos on a room or on a protocol's section stay there and are not listed here.
Sharing is off until you turn it on. Only a client's own documents and links and a task's can be shared, never a project's, a room's, a protocol section's or a photo.
On a client's task, a file or link in the Notes card has the same Share with household in its three dots, and a shared one carries Household after it.
A document or link the household added on their portal reads Added by and their name, such as Added by Camille Alvarez, October 30. It is theirs already, so it has nothing to share.
Nothing is shared while you view as a PA or on an archived client. A PA who holds the client at Limited can share a task's documents and not the client's own.
Where A client's KYC, Edit, then Their PAs at the foot of the Client card
Their PAs is where an admin chooses who holds a client and what each PA sees: Full or Limited. Holding a client puts it on that PA's Clients list so they can work on it. It is also where an admin names the client's lead PA and writes the line the household reads beside each PA's name.
Their PAs on the Client card.Choosing Full or Limited for a PA on this client.
Use it when
Use it when a PA starts or stops working with a client.
Use it when a PA should do the work without seeing codes and documents.
Use it to tell the household who each PA is, in a line they read on their portal.
How to
Add a PA to a client (admins)
On the client's KYC, press Edit.
Under Their PAs, press Add a PA and choose the person.
They are added at once, at Full. Change What they see if they should be Limited.
Change what a PA sees (admins)
On the KYC, press Edit.
Set the PA's What they see to Full or Limited. It saves at once.
Take a PA off a client (admins)
On the KYC, press Edit.
Press Remove on the PA's row. It saves at once.
Choose the lead PA (admins)
On the KYC, press Edit.
Under the PAs' rows, choose the PA under Lead PA, or Not set to clear it. It saves at once.
Write the line for the household (admins)
On the KYC, press Edit.
On the PA's row, press Line for the household.
Type what the household should read beside the PA's name, like Your personal assistant. At the house Tuesdays and Thursdays.
Press Save. It saves at once. To take the line off, clear the field and press Save.
Good to know
Full sees everything on the client. Limited does the work without the vault fields, the documents, any field marked admin only and four of the intake's Family answers: the doctors and specialists, the health cover, what is overdue or waiting on a referral, and who may be told what. Tasks, time, day notes, plain fields and the people stay visible.
A Limited PA sees the label with Admin only in place of the value, so they know a code exists and can ask for it.
Changes here save straight away. Cancel on the record does not undo them.
An admin can hold a client too. Their row reads Everything, as an admin.
Remove takes the PA off the client but keeps the record that they held it, and their own past blocks stay on their Time page.
PAs see their colleagues' names on the Client card, not their levels. What a PA may do with blocks is set on the Authorization page instead.
A client has one lead PA, chosen from the PAs who hold it. The household's requests from the client portal land on the lead's Today, and the lead can invite people to the portal and take access away, as an admin can.
The client portal's invite waits for a lead: until one is set it reads Choose the lead PA first.
Removing the lead PA, or turning them off on Team, clears the lead too. The household then cannot send requests until a new lead is chosen.
The line shows under the PA's name here, and on the household's portal Home under Your team, with Text and Call where the PA's phone is typed and Slack where the household's channel is. It can be up to 160 characters.
Where A person's card, from the client's page, the KYC or Contacts & vendors
The client portal is the household's own window on the work. An adult marked Primary is invited from their card by an admin or the client's lead PA, and signs in with their email, with no password. It opens on Home: what needs them, what the team is on, their team and what is coming up. They follow the projects and tasks the team shares, answer options and approvals, read what the team keeps on file about their household, see their bills, and ask for things themselves.
A person's card for someone on the portal, with the day they joined and Take access away.The first invite for a household lists the open tasks they would see. Untick any that stay the team's.What a household sees on the portal: their shared projects, most important first, and the dates ahead.
Use it when
Use it when a client wants to follow the work and answer the team in one place.
Use it when an adult should stop seeing the work, or leaves the household.
How to
Choose the lead PA first (admins)
On the client's KYC, press Edit.
Under Their PAs, choose the PA under Lead PA. It saves at once.
Invite someone
Open the person's card from Household on the client's page, the KYC or Contacts & vendors. They need to be marked Primary and have an email saved.
Under Portal, press Invite to the portal.
The first time anyone in a household is invited, the card is titled with what they will see, such as What Anne will see, and lists the open tasks the portal would show, each ticked. Untick any that stay the team's.
Press Invite Anne. They get an email with a link to sign in. Anyone invited later gets a plain card, Invite Anne to the portal?
Take someone's access away
Open their card and press Take access away under Portal.
Read "Anne is signed out and their link stops working. Their notes and choices stay."
Press Take access away. Their card then reads Not on the portal.
Good to know
From the portal a client can also start a project of their own, under New: it stands at once, led by their lead PA, and the team can rename, date or delete it.
The household sees the projects the team shares and the tasks in them, tasks in no project the team has not kept to itself, whose move each one is, options to judge, approvals asked of them, times to pick, steps, a task's files and links, and the notes written to the household.
It never shows hours or time entries, pay, a task's or a project's note the team did not write to the household, the vault or any code, a field marked Admin only, another household, a task kept to the team or to another adult, a project the team has not shared, or the team's history.
Household shows what the team keeps on file: the people filed in the household's own block with the note the team keeps on each, the homes and their rooms with what is in them and their photos, the fields of every template marked Household can see (Preferences from the start), the typed dates and a marked block's reminded dates, the vendors they use with the household's own note on each, and the documents and links shared with the household beside the ones they add themselves. A Drive link, a code and a field marked Admin only never show.
So a note on a person in the household's block, the household's note on a vendor, the words in Preferences and a document you share are theirs to read. Write them as the household will read them, and mark Admin only any field that should stay the team's.
Each card on Household has Suggest a change. What they write arrives as a request on the lead PA's Today, titled with the card, such as Change to People: ....
Home's Your team lists each PA with the line an admin types for the household on Their PAs, and Text, Call and Slack where a phone and the household's Slack channel are typed.
Billing shows their bills, newest first, their plan, and how to pay. An admin adds each bill on the client's page, and it shows there at once.
The lead PA comes first because the household's requests go to them. Until one is set, an admin's invite is greyed with Not on the portal. Choose the lead PA first.
A request from the household is a new task on the lead PA's Today, with who asked on its second line, such as From Anne.
The household gets an email when options or a time are shared with them, when an approval is asked of them, and when a note is written to the household. The team's own moves send nothing. If the invite's email does not go out, the card says so and the invite stands: tell them to sign in at the portal with their email address.
A household signs in at app.palmerstonpa.ca with a link or a six-digit code sent to their email, never a password, and never on Operations' sign-in.
A person's card reads Invited October 28. Not signed in yet. until they first sign in, then On the portal since October 28. Their row reads On the portal last.
Deleting a person on the portal takes their access away first, and only an admin or the lead PA can do it. Deleting a client takes everyone's access away first. Archiving a client closes the portal for its household until the client is restored.
An email that belongs to someone on the team, or that someone else in the household already uses on the portal, cannot be invited. The card says why.
If the lead PA is taken off the client or turned off, the household cannot send requests until a new lead is chosen.
Where A client's page, More, then Archive this client; Clients, Archived
Archive takes a client out of every list when the team stops working with them, and keeps everything. Restore brings them back as they were.
Archiving a client asks first.An archived client's page.
Use it when
Use it when a client's service ends.
Use it instead of Delete for any client the team has logged hours on.
How to
Archive a client
Open the client's page, press More, the three dots in the header, and choose Archive this client.
Read "Tasks, time, record and documents leave every list and nothing is deleted." Where anyone is on the client portal it goes on, for example "Anne and Robert lose the portal until this client is restored."
Press Archive.
Restore a client
On the Clients page, press the Archived tab.
Press Restore at the end of the client's row, or open their page and press Restore in the header, beside More.
Good to know
An archived client leaves Clients, Onboarding, the menu's counts, every filter and every list, and their tasks go with them.
An archived client's household reads nothing on the client portal. Restore brings the portal back for them as it was, with nothing more to do.
Their time stays on the Time page and in payroll, because hours worked were worked.
Their page still opens from the Archived tab, with Archived beside the name, and offers nothing to change but Restore and Delete.
Their PAs stay on the client, so a restored client comes back to the same PAs.
To record the day service ended, pick it under Ended on the Client card before you archive. An archived client's KYC cannot be changed at all: no Edit, no Add a block and no Arrange. Restore the client first.
Only admins see More, Archive and Restore. An archived client's More holds Download this client's records and Delete this client.
Where A client's page, More, then Delete this client
Delete removes a client and everything on them for good. A real client the team has logged hours on cannot be deleted, because hours are payroll records, so Delete is greyed with the reason under it.
Deleting a client names everything that goes with it.
Use it when
Use it for a client added by mistake, or a test client you are finished with.
How to
Delete a client
Open the client's page, press More, the three dots in the header, and choose Delete this client.
Read what goes, for example "Everything on this client goes for good: 14 tasks, 3 documents, 2 bills, the record, the binder and the onboarding."
Type the client's name under Type the client's name to confirm, exactly as it is written.
Press Delete. You land back on Clients.
When Delete is greyed
If Delete this client is greyed with This client has hours logged, so it can only be archived. under it, choose Archive this client in the same menu instead.
On a client already archived it reads This client has hours logged, so it stays archived. There is nothing more to do.
Good to know
Delete cannot be undone. Every task whatever its status, with its notes and files, the projects, day notes, record, binder, documents, bills and onboarding all go.
Nothing goes until the client can go. Operations checks first, then removes the documents, their files and any file left half uploaded, then the rest. If the client cannot be deleted, nothing is removed.
Where anyone in the household is on the client portal, the card adds Everyone on the household's portal loses access too. Their access is taken away first, then the client goes. If the delete stops after that, the card reads "Everyone's portal access was taken away, but the client was not deleted. Try again."
If it stops partway through the documents, the client stays. Press Delete again and it finishes.
The name must match exactly, capitals included.
A time block deleted in the last week still counts as hours, because it can still be restored.
A test client deletes whole, its time included.
Delete is in More on every client's page for an admin, live or archived. A PA sees no More.
Where Add client, or the KYC's Client card in Edit, Test client
A test client is one you use to try the app. It works like any client, but its time never reaches the payroll file or the morning brief, and it can be deleted whole.
A test client is marked on its page.
Use it when
Use it to try a feature or show someone the app without touching real records.
How to
Make a test client
On Add client, tick Test client.
Fill in the rest and press Add the client.
Mark a client as a test later
Open the client's KYC and press Edit.
Tick Test client in the Client card. It only shows while the client has no time logged.
Press Save.
Remove it when you are done
Open its page, press More in the header and choose Delete this client. A test client's Delete is never greyed.
Type its name and press Delete. Its time goes with it.
Good to know
Test shows beside its name on the Clients list and on its page, and Test, archived once it is archived.
Once time is logged on a client, the box goes away and the mark is fixed either way.
If time lands while you are editing, Save says "Time has landed on this client since you started editing, so it stays what it is."
Its hours bar and warnings work as normal, so you can try them.
Never use a test client for real work. Its hours are never paid.
Where A client's page, More, then Download this client's records
When a client asks for the records we hold on them, this downloads all of it as one zip file: a spreadsheet file for each kind of record, with the documents listed by name.
Download this client's records, the first line of More on a client's page.
Use it when
Use it when a client asks for the records we hold on them.
How to
Download a client's records
Open the client's page, press More, the three dots at the top of the page, and choose Download this client's records.
Your browser saves one zip file, named for the household and the day it was made.
Open it and read it through before you send it.
Good to know
Each spreadsheet file holds one kind of record: the client, their tasks, time, notes, the KYC, the binder, the onboarding and the rest. A kind with nothing in it for this client still has its file, with its column names alone.
Documents are listed by name in files.csv and are not copied into the zip. If they want a document, send it to them on its own.
It holds everything on the household, the people on it included, so read it before you send it.
Downloading it is recorded in the audit trail, with how many records each file held and the documents' names.
It works on an archived client too. Only admins see it, and not while viewing as a PA.
Where A client's page, then the sections button, then Assets
Assets is the client's homes, room by room: what is in each room, how it is cleaned and cared for, and each home's systems and who services them. With Protocols it makes up the client's household binder, a house manual any PA, or a cleaner with a printed copy, can follow.
Assets: the client's homes.
Use it when
Before your first visit to a home, to learn its rooms and what needs care.
Whenever a client shows or tells you how a room should be kept.
When a client has another property, or staff accommodation, that needs its own rooms.
How to
Open a home
On the client's page, press the sections button.
Choose Assets.
Press the home in the Homes card. The whole row opens it.
Add another home
Open the client's KYC from the sections button.
Press Add a block.
Choose Additional property or Staff accommodation. The block is added at once.
Optional: in the KYC's Edit, rename the block to the place, such as the lake house, and save.
Go back to Assets and press Add a home in the Homes card.
Choose the block. The home joins the list, and its four pages appear under Home pages on Protocols.
Good to know
A home's address, keys, codes and wifi stay on the KYC, typed once. Assets reads them from there and never keeps a copy.
The main home is named by the client's address. Any other home takes its block's name, so rename the block on the KYC to rename the home.
Assets itself has nothing to edit. You add rooms and systems on a home's page, and write a room's care on the room's page.
A home or a room cannot be removed in the app, so check before you add one.
A home's own four pages, Start here, Arrivals and departures, Guest guide and Who to call, are on Protocols, not here.
Every PA who holds the client can add to Assets. Admins viewing as a PA, and anyone on an archived client, can only read it.
Where A client's page, then the sections button, then Assets, then a home
A home's page holds its rooms, its systems, such as the heating, the hot water, the alarm and the water shutoff, with who services each one, and the home's details as the KYC has them.
A home's page: its rooms, its systems and its details.Adding a system, with who services it.
Use it when
To see a home's rooms at a glance, and when each was last checked.
When you start writing down how a room should be kept: add the room first.
When you learn where the boiler or the shutoff is, or who services it.
How to
Add a room
Press Add a room in the Rooms card.
Type the room's name.
Add the floor if it helps, for example Main floor.
Press Add room. You land on the new room's page, its three pages ready for words.
Add or change a system
Press Edit at the top of the page. A bar says you are editing the client's home systems.
Press Add a system at the foot of the Systems card, or change one that is there.
Fill in Name and Location, for example Hot water and Tank in the garage.
Choose who services it under Serviced by, or leave No vendor.
Type How often in words, such as Every October.
Paste the Drive folder's link under Drive link, if there is one.
Press Save.
Take a system off
Press Edit.
Press Delete at the end of the system. It is struck through.
Press Save. Press Cancel instead to keep it.
Change the home's details
Press Open the KYC in the Details card.
Change the detail on the KYC and save it there. The home's page shows it from then on.
Good to know
Details come from the KYC and are changed only there. A code shows as a 1Password link, never the code. With limited access you see Admin only.
Add a room works without Edit. Nothing about the systems saves until you press Save.
Assets keeps no service dates. For a service that comes round, make a repeating task that names the vendor. For a date to remember, use Important dates on the KYC.
Service records and manuals stay in Drive. Paste the folder's link on the system and In Drive opens it.
A vendor must be on the Vendors page before you can choose it under Serviced by. Choosing one also adds it to the client's Contacts & vendors.
Opening a home's page is recorded as a look at the client's record, as opening the KYC is, because it shows the KYC's details.
Where A client's page, then the sections button, then Assets, then a home, then a room
A room's page is that room's care sheet: what to take care with, photos of how it should look, the cleaning steps, what is in the room, and how things work there. Anything the client tells you about one room goes here.
A room's page.A room's page in Edit.
Use it when
When you walk a room to check it, with its page open.
When a client says how a room is cleaned, or what marks or scratches.
Right after a good clean, to take the photo of how the room should be left.
When you find something a new person would ask about, such as a switch that is not where you expect it.
How to
Mark the room checked
Walk the room against its page.
Press Mark checked at the top. The line under the room's name now reads Checked, today's date and your name.
Add a line or a cleaning step
Press Edit at the top. A bar says You are editing this room.
Press Add a line at the foot of Take care with or How things work here, or Add a step under Every clean, Monthly or Seasonal.
On How things work here, type a short label first, such as Instant hot tap.
Type the words, a sentence or two, such as Push down, then turn. It runs at boiling.
Press Save.
Add an item
Press Edit.
Press Add an item at the foot of What's in this room.
Choose its kind: Fixtures, Furniture and decor or Equipment.
Type its name, and a detail such as the finish, make or size.
Paste the manual's Drive link, if there is one. The item then shows Manual.
Press Save.
Add a photo
Press Edit.
Press Add a photo in How it should look.
Choose the photo. On a phone you can take it there and then.
Type a caption over the file's name, such as The island clear but for the fruit bowl.
Press Save. The photo uploads as it saves.
Take something off
Press Edit.
Press Delete at the end of a line, step, item or link, or under a photo. It shows struck through or faded until you save.
Press Save, or Cancel to keep everything as it was.
Rename the room or change its floor
Press Edit.
Change Name or Floor at the top of the page.
Press Save.
Good to know
Mark checked records the day someone last walked the room against its page, never a maintenance date. It saves at once, without Edit.
Everything else waits for Save. Leaving with changes asks Leave without saving?, but the browser's back button does not ask.
A line can point at a person, a vendor or a code on the record with From the record, so a number or a code is never typed twice.
A deleted photo is gone for good when you save, and a photo never shows in the client's Documents. Add a link, beside Add a photo, keeps a web page such as a care guide.
A room's three pages are written only here. Protocols does not list them.
A room cannot be removed, and new lines and items go to the end of their list.
Where A client's page, then the sections button, then Protocols
Protocols are the client's standing instructions, the house manual: how they want things done in their homes, from how the beds are made to who to call when a pipe leaks. Write each one down the first time the client tells you, so every PA does it the same way and a cleaner can follow a printed copy.
Protocols: the house standards, and each home's own pages.
Use it when
Whenever a client tells you how they want something done: how a bed is made, which product never touches the stone, when the house is quiet.
Before your first visit to a home: read Start here and Working in this home.
When a client changes their mind, so the next PA does it the new way.
When you brief a new PA, or print pages for a cleaner.
How to
Find the right page
Open Protocols from the client's sections button.
For something true in every home, open a page under House standards, such as Linens and towels.
For one home only, open that home's page under Home pages, such as Arrivals and departures.
For one room, go to the room's page under Assets instead.
Write down what the client told you
Open the page and press Edit.
Find the section it belongs in. The grey line under each heading says what goes there.
Press Edit at the foot of that section. An empty line appears.
Type it the way the client said it, in a sentence or two.
Press Save.
Fill in a new client's binder
Open Protocols. The seven house standards and the main home's four pages are already there, with their headings and nothing written.
Start with Working in this home and the home's Start here.
Write only what the client has actually told you, and leave the rest empty.
Then open Assets and add the home's rooms.
Write each room's care on its own page.
Add a standard of the client's own
Press Add a standard in the House standards card.
Type a title, and a summary if it helps.
Press Add standard. You land on the new page.
Press Edit and add your lines.
Press Save.
Good to know
House standards hold in every home unless a home's own pages say otherwise. The seven are Working in this home, Family and routines, Linens and towels, Laundry and wardrobe, Cleaning products and surfaces, Kitchen and pantry and Hosting and table.
Every client starts from the same template, which gives the shape and never the words: the pages and their headings, with nothing written. A new home gets its four pages and a new room its three. Nothing is pre-written, because a sentence the client never said would be followed as if they had.
Never type a code, a password or an account number. Point the line at the vault field on the KYC with From the record.
A section can take photos under its lines, such as the bins under the garbage day. A photo of a keypad with its code showing is a code, so it never goes in the binder.
Changed shows the last day a line, a section or a photo of it changed, and Not written yet means nothing has been added. There is no history of earlier wording, only who changed the page last and when.
Lines, sections, photos and documents are deleted in Edit, and a page from its More.
Every PA who holds the client can write here. Admins viewing as a PA, and anyone on an archived client, can only read it.
Where A client's page, then the sections button, then Protocols, then a page
A protocol's page is one set of instructions, such as Linens and towels, in sections. Each section has a heading, a grey line saying what belongs there, the lines the client has given us, and any photos under them.
A protocol's page, in sections.Photos under a section's lines, each with its caption.Adding lines in Edit.
Use it when
Read it before you do the job it covers.
Edit it the same day a client tells you something new, while their words are fresh.
How to
Add a line
Press Edit at the top. A bar says You are editing this page.
Press Edit at the foot of the section. An empty line appears.
Type the instruction in a sentence or two.
To link a person, a vendor or a code, press From the record under the words and choose.
Press Save.
Change or delete a line
Press Edit.
Change the words where they are, or press Delete at the end of the line. A deleted line is struck through.
Press Save. Cancel puts everything back.
Add a document to a section
Press Edit at the top.
Press Add a document at the foot of the section, beside Add a photo. A manual or a sheet goes here; a picture goes in Add a photo.
Its name starts as the file's name. Type over it if you like.
Press Save. The document uploads as it saves, and its name opens it from then on.
Delete a section
Press Edit at the top.
Press Delete at the right of the section's title. The whole card is struck through.
Press Save. The section goes, and its photos and documents are archived. Cancel puts it back.
Delete a page you added by accident
Open the page, not in Edit.
Press the three dots beside Edit, then Delete this page.
Read what goes with it and press Delete, or Keep it.
A page with photos or documents stays, and the line says so.
Add a photo to a section
Press Edit at the top.
Press Add a photo at the foot of the section, beside its Edit.
Choose the photo. On a phone you can take it there and then.
Its caption starts as the file's name. Type over it with what the photo shows.
Press Save. The photo uploads as it saves.
Change a caption or take a photo off
Press Edit.
Type over the caption under the photo, or press Delete under it. It is struck through until you save, then gone for good.
Press Save. Cancel puts everything back.
Add a section
Press Edit.
Press Add a section at the foot of the page.
Type its heading under Title, then its first line.
Press Save.
Rename the page or a heading
Press Edit.
Change Title or Summary at the top, or the Title of any section.
Press Save.
Good to know
The line under the title says where the page applies, House standard, every home or the home's name, and who changed it last, such as Changed September 24 by and a first name.
The grey line under a heading is a cue for what to write. It stays as it is, and it is not part of the instructions.
A photo sits under the section it shows, so the bins go under the garbage day and the alarm panel under the alarm. A room's own pictures go on its page, in How it should look.
A deleted photo is gone for good when you save, and a photo never shows in the client's Documents.
Nothing saves until you press Save. Leaving with changes asks Leave without saving?, but the browser's back button does not ask.
A new section needs a title once it has a line. One left with no title and nothing in it is simply not added.
New lines go to the end of their section and cannot be moved.
On a phone, Save and Cancel sit in the bar at the top of the screen while you edit.
Where A protocol's page or a room's page, then Edit, then From the record under a line
A line can point at something already on the client's record: a person, a vendor, or a code kept in a vault field on the KYC. The page then shows the record's own link beside your words, so a number or a code lives in one place and is never typed twice.
Pointing a line at a person, a vendor or a code on the record.
Use it when
For the gate, the alarm or the keys: point at the vault field instead of typing the code.
On Who to call: point at the person or the vendor, so their number is always the current one.
On any line that names the cleaner, the gardener or a trade the client uses.
How to
Point a line at a person, a vendor or a code
Press Edit on the page.
Type the line's words, for example Set the alarm on the way out.
Press From the record under the words.
Choose from the list: the client's people, then vendors, then vault fields such as Alarm · Home details. In a long list, type to narrow it.
Press Save.
Change it or take it off
Press Edit.
Press Change beside what the line points at.
Choose something else, or Nothing from the record to take it off.
Press Save.
Good to know
Once saved, a person shows with their number, if the record has one, to tap and call. A vendor's name opens its page. A vault field shows its name and a 1Password link that opens the entry.
With limited access to the client you see Admin only where the 1Password link would be, as on the KYC. A vault field with no link yet shows Empty.
Not in the list? Add the person or the vault field on the KYC, or the vendor on Vendors, then come back. Nothing on the record yet. means there is nothing to choose.
Of the KYC's fields, only vault fields are offered. A field kept as plain words, such as Wifi, is not in the list.
Pointing a line at a vendor also adds that vendor to the client's Contacts & vendors.
On a printed page a vault line shows the field's name and the 1Password mark, never the code.
Where A home's page, a room's page or a protocol's page, then your browser's Print
Cleaners, nannies and other household staff never get an account, so the house manual reaches them on paper. Print a home's page, its rooms and the protocols they need: the printout leaves out the menu, the timer and every button.
A protocol as it prints: no menu, no timer, no buttons.
Use it when
Briefing a new cleaner, nanny, gardener or house sitter.
Leaving a copy in the home for whoever works there.
After you change a page, so the copy in the home is not out of date.
How to
Print from a computer
Open the page you want to print.
If you are editing, press Save or Cancel first.
Press Ctrl+P on Windows or Cmd+P on a Mac.
Check the preview, then print.
Print from a phone
Open the page in Safari or Chrome rather than from the home-screen icon, which has no print option.
On an iPhone, tap Share, then Print.
On Android, tap the menu, then Share, then Print.
Put together a set for a cleaner
Print the home's page. It lists the rooms and systems and shows the home's details.
Print each room's page. The home's page names the rooms but not their care.
From Protocols, print the house standards they need, such as Linens and towels and Cleaning products and surfaces.
Print the home's own pages they need, such as Start here and Arrivals and departures.
Read the set through before you hand it over.
Good to know
Household staff never get an account in Operations. An account would let them read everything about the client, so paper is how the manual reaches them.
A printout never carries a code. A vault field prints as its name and the 1Password mark. Codes stay in 1Password.
A home's page prints the home's details from the KYC, such as the address and parking, so read it before it leaves your hands.
A protocol's page prints a section's photos under its lines, each section on one sheet where it fits.
A printout is laid out as on a phone, one card under another, with Clients and the client's name at the top.
There is no Print button in Operations. Use the browser's own print.
Paper does not update itself. Print again after a change.
Vendors is the team's shared directory of the places and people we book for clients: trades, restaurants, hotels, venues, shops, personal services and transport. Each vendor's page keeps its details, the people we deal with there, the clients who use them and the team's notes, so what one PA learns helps the next.
The Vendors directory.Adding a vendor starts with its type.The Type menu, every type by name, with Add a type at its foot for a type that is not there.
Use it when
Before you book or call someone for a client, to see who we have used and who to ask for.
After a job or a booking, to note how it went and who helped.
When you find a place or a trade worth using again.
How to
Find a vendor
Open Vendors from the menu.
Type in Find a vendor. It searches the name, what they do and the neighbourhood.
Or narrow the list with Any type or All clients.
Press the vendor's row to open its page.
Add a vendor
Press Add vendor.
Pick a type first: press Type and choose one. The list runs by name, with Other last.
If the type is not there, press Add a type at the foot of the list.
Type its name under Type name, such as Barber, and press Add a type. It is added for every PA at once and picked for this vendor.
Type the name, then what they do, the neighbourhood, phone, email and website if you have them.
For an account number or a login, paste its 1Password link under Account, never the details themselves.
Press Add vendor.
Rename or delete a type
As an admin, press Types at the top of the Vendors page.
Change a type's name in its field, or press Delete at the end of its row. It is struck through.
Press Add a type at the foot of the list to add one.
Press Save. Press Cancel instead to keep the list as it was.
Add a person you deal with there
Open the vendor's page.
Press Add person at the top of the People card. To change someone, point at their row and press Edit. On a phone it always shows.
Fill in their name, then their role, phone, email and a note if you have them.
Press Add person.
Link a client and write the client's note
On the vendor's page, press Link a client at the top of the Clients card.
Choose the client.
Under Last used, add the day they last used them, if you know it.
Press Link a client.
To write that client's own note, point at their row and press Add a note. On a phone it always shows.
Type the note, such as where they like to sit.
Press Save.
Write a note for the team
Scroll to Notes on the vendor's page.
Type in the Write a note box. It grows as you write.
Press Add note. It stays grey until there is something to add.
Delete a vendor added twice
Open the extra vendor's page.
Press Delete beside Edit vendor. It shows only when nothing uses the vendor.
Press Delete again on the Delete vendor card.
Good to know
Every PA and admin can add a type, and it shows for everyone at once. A name already on the list, however it is capitalised, is refused. Only admins rename or delete a type, from Types. A type a vendor uses stays until its vendors move to another, and Other always stays, for vendors that fit no type.
Every PA sees every vendor. The Clients card and the client count show only the clients you hold. Admins see them all.
Last used moves to today when a task naming the vendor is marked Done. To change it, or to take a client off, press that client's date in the Clients card.
A client's own note on a vendor is read only by people who hold that client. Details, People and Notes are read by every PA, so keep anything about the client in the client's note.
When you mark a task Done that names a vendor, the task's row holds Add who helped at and the vendor's name in its three dots while Undo shows. Use it to add the person who helped.
To change or delete your own note in Notes, press the three dots on it, then Edit or Delete. Delete for the vendor itself shows only when nothing uses it: no task, client, note, person, home system or protocol line.
Vendors remembers the type and clients you last filtered by. Reset filters clears them.
Where A client's page, then the sections button, then Contacts & vendors
Contacts & vendors puts everyone around one client on one page: the people on their record with their numbers, and the vendors they use, each with the day it was last used and the client's own note.
Contacts and vendors for one client.
Use it when
Before you call someone for the client, to find the number.
When the client starts using a new trade or place.
When you learn how this client likes a vendor to work.
How to
Link a vendor to this client
Press Link a vendor at the top of the Vendors card.
Choose the vendor. In a long list, type to narrow it. It joins the card with No date until a task naming it is marked Done.
Write the client's note on a vendor
Point at the vendor's row and press Add a note, or press the note to change it. On a phone Add a note always shows.
Type the note, such as where they like to sit.
Press Save. To clear a note, empty it and save.
Open or change a person
Press the person's row to open their card.
Make the change.
Press Save.
To add someone new, press Edit in the People card, which opens the KYC.
Take a vendor off this client
Press the vendor's row to open the vendor's page.
In its Clients card, press this client's date.
Press Remove, then Remove again to confirm.
Good to know
A vendor joins this card when someone links it here or from the vendor's page, or names it on one of the client's tasks, home systems or protocol lines.
Someone on the client portal reads On the portal last on their row. On their card, an admin or the client's lead PA invites them to the portal or takes access away.
Taking a vendor off a task or a system does not take it off this card. Use Remove on the vendor's page.
The date is the day the client last used the vendor. It moves when a task naming the vendor is marked Done.
The client's note is the same note the vendor's page shows on this client's row. On our side only people who hold the client can read it, and the household reads it on their portal, under Who we call, beside the vendor's name, what they do and when they were last used.
Opening this page is recorded as a look at the client's record, as the KYC is.
Admins viewing as a PA, and anyone on an archived client, can read the page but not change it.
Onboarding follows each new client from the day they are added until their service starts. The list shows everyone being set up and what each one is waiting on, and each client's onboarding record shows their stages as one line, with a date for every stage stamped.
Onboarding: every client being set up.A client's onboarding record: the progress line, then Setup and Areas.
Use it when
Use it to see who is being set up and what is holding each client up.
Use the line on a client's record to mark a stage on the day it happens.
Use it to correct a stage's date, or to enter one you kept on paper.
How to
See who is being set up
Open Onboarding under Admin in the menu. The number beside it counts the clients being set up.
Read each row. Stage is the work under way, Days so far counts from the stage before it, or from the day the client was added where no stage is stamped yet, such as 26 since added, and Waits on says what it needs next, such as One of seven areas done.
Press a row to open that client's onboarding record.
Mark a stage from the line
Open the client's onboarding record. The card at the top says the stage being worked and the last stamp, then the stages as one line.
Stamped stages show a green check and their date. The stage under way has a green ring, and the track into it fills as its list gets done, such as 6 of 29 steps done.
Press the button at the card's right (at its foot on a phone), such as Mark intake complete, or Mark the brief agreed for a search. You can also press any stage on the line, such as Service started, to mark it.
Check the Date, which starts at today, and press Save. A day after today is refused: That date has not come yet.
Fix a stage's date
On the record's line, press a stage that already has a date.
In the card, such as Edit the signed date, change the Date.
Press Save.
Take a date off altogether
Open the client's KYC and press Edit.
In the Client card, under Stages, clear the date.
Press Save.
Good to know
A subscription client's onboarding goes through Signed, Intake complete, Systems live and Service started. Steady state comes after onboarding: an admin stamps it in the KYC's Client card once service has settled in. A search client, where we find and place someone for the household, goes through Signed, Brief agreed, Posted, Shortlisted and Placed.
A client joins the list the day they are added, before anything is signed, reading Waiting on the agreement and the first payment. over the day they were added, such as Added October 1, 26 days ago. They leave it when Service started is stamped (Placed for a search), when they have an Ended date, or when they are archived.
Finishing a list stamps its stage for you: ticking the last area stamps Intake complete, and closing the last step stamps Systems live (Posted for a search), whoever closes it, a PA included. Unticking later never takes a date away.
On the record every stage is an admin's to press, stamped or not, so a stage is marked or its date fixed from the line. In the KYC's Client card an admin can type any stage's date, in any order. A stage's date is never after today.
A PA who holds the client opens the same record from the Onboarding card on the client page, with Open the record. They can work the steps and read the intake and the line as it is, with no Mark and no stage to press. When they close the last step, its stage is stamped for them.
An archived client's record, and every record while you view as a PA, can be read but not changed.
Where A client's onboarding record, in the Areas card
The intake is where a new client's household gets written down, one area of life at a time. Each area they bought has its own page with a checklist and a set of questions, and the answers show on the client's KYC without being typed twice.
An intake area's page, with its checklist above its questions.
Use it when
Use it at the client's home and on the first calls, area by area.
Use it to look up what the client told us when they started.
Use Doesn't apply when a question has no answer for this household, so it still counts.
How to
Open an area
On the client's page, press Open the record on the Onboarding card. Admins can also start from Onboarding in the menu.
In the record's Areas card, press the area you want, such as Vehicles.
To move between areas, use the list down the left on a computer, or the Area menu under the title on a phone. Setup and stages takes you back to the record.
Type the answers (admins)
Read the question and type the answer in the box under it.
Each answer saves on its own as you type. The top of the page reads Saving, then Saved, and the question's number turns into a check.
If a question has no answer for this household, press the Doesn't apply button under the empty box.
Press Next at the foot, such as Next: Household and property, to go on. On the last area it reads Back to the record.
Mark an area done (admins)
When the area is covered, tick the circle beside its name at the foot, such as Vehicles done. The area's circle in the record's Areas card does the same.
When the last area is ticked, the record stamps Intake complete with today's date.
Read the answers later
Open the client's KYC. Each area with answers is a block of its own, named after the area.
To change an answer, press Edit on the intake on that block. It opens the area's page.
Good to know
There are nine areas: Groceries, meals and errands; Vehicles; Household and property; Family life and appointments; Events and entertaining; Travel; Hiring and household staff; Bills, payments and money admin; and Inbox, calendar and correspondence. Each one ends with an Anything else they mentioned question for whatever does not fit a box.
An admin picks a client's areas when adding them, or later in Areas of life when editing the KYC's Client card. A search client has no intake. Taking an area off a client deletes its answers, so Save asks first, naming the area and how many answers go.
Only admins type answers and tick an area done. A PA who holds the client can open every area, work its checklist and read the answers, including four in Family life and appointments: the doctors and specialists, the health cover, what is overdue or waiting on a referral, and who may be told what. A PA with limited access reads each of those four as Admin only, on the area's page and on the KYC, and the counts they see leave them out, such as 5 of 14 answered.
The page says it under Questions: "Never a code, a credential or an account number. Those belong in 1Password." Questions that need one say so, so put it in 1Password.
If the page reads Not saved. Check the connection., your words stay in the box and save when the connection comes back. Leaving with an unsaved answer asks Leave without saving?.
On the KYC an area's block reads From the intake, not finished until the area is ticked done, then From the intake. Empty answers and Doesn't apply. are left off. The block has no Edit or Delete of its own and stays after onboarding ends.
Where A client's onboarding record, in the Setup card, and the Checklist on each area's page
Every new client comes with a list of setup steps, and each area of life they bought adds a short checklist of its own. A step can be ticked, put on someone, carry the papers handed over for it, or be marked as not applying.
Putting a setup step on someone.
Use it when
Use it to share out the setup work between the people on a client.
Use Add a document in a step's More at the client's home to file the papers they hand you, such as insurance papers or a lease.
Use Doesn't apply for a step this household has no need for, such as a lease when the car is owned.
How to
Find the steps
Open the client's onboarding record from the Onboarding card on their page. Admins can also use Onboarding in the menu.
The setup steps are in the record's Setup card, for a subscription and a search alike.
Each area's own steps are in the Checklist card at the top of that area's page.
Tick a step done
Press the circle beside the step. It fills green and saves.
Press it again to untick it.
Put a step on someone
Open the Assigned to menu beside the step. On a phone it is under the step.
Choose a name from the PAs on this client and the admins, or Not assigned to take it off them. It saves at once.
Add a document to a step
Press More, the three dots at the end of the step's row (on a computer they show when you point at the row), and choose Add a document.
Take a photo, choose one, or pick a file. An iPad offers all three.
Wait while it reads Adding. The document then shows under the step by its name.
Mark a step as not applying
In the step's More, choose Doesn't apply on a step that is not done.
The step turns grey and reads Doesn't apply.. Choose It applies in its More to undo it.
Good to know
A subscription's six setup steps cover the shared drive, the household vault in 1Password, the private Slack channel, the household calendar, adding the PAs to all of them, and the welcome email. A search has seven of its own, from filing the search brief to the background check consent wording.
When every step is done or does not apply, the record stamps Systems live, counting the setup steps and every area's checklist together. For a search it stamps Posted. Whoever ticks the last one stamps it, a PA included. The date is set once and reopening a step does not move it. If it has not appeared, an admin can mark it from the line on the record.
If someone reopens a step just as you close the last one, your step still saves and a line under it reads The list is not finished, so the stage waits. The stage is stamped once the list is closed again.
Assigning a step does not make a task, and it does not show on anyone's Today. It shows only on the record.
A done step has no Doesn't apply. Untick it first.
A step's document also shows on the client's Documents card as Onboarding: and the step. Big photos are made smaller first, and a file over 25 MB is refused. Add a link sits in the same More, after Add a document, and a step's link has its own More with Edit and Delete.
A PA with Limited access on the client sees no documents and no Add a document, but can still tick, assign and mark steps.
Team lists everyone who uses Operations, admins and PAs, with the clients each PA holds and what they see on each. It is where you invite people, resend an invite, view the app as a PA, and turn someone off or back on.
Team.Turning a person back on from their row on Team.
Use it when
Use it when someone joins, to send their invite.
Use it to check which clients a PA holds, and whether they see each one in full or limited.
Use it when someone leaves, to turn their account off.
Use it when someone comes back, to turn their account on again.
How to
Invite someone
Press Invite.
Type their Full name and Email.
Choose a Role. A PA sees the clients you tick. An Admin sees every client and can invite people.
For a PA, tick their Clients. You can add more later.
Press Send the invite. They get an email with a link to set a password and turn on two-step sign-in.
Resend an invite
Find the person and press the three dots at the end of their row. Resend the invite is there until they first sign in.
Press it. The line under their name reads Invite sent again. The link works for an hour.
Change a PA's clients or what they see
Open the client's KYC from the sections button on their page.
Press Edit and find Their PAs in the Client card.
Press Add a PA to give someone the client, set What they see to Full or Limited, or press Remove.
These save straight away, even if you then press Cancel.
See the app as a PA
Press the three dots on the PA's row, then View as.
Under Why, say why you are looking. It goes in the audit trail and is not shown again.
Press View their day. You see their Today, read only, until you press Stop viewing.
Turn someone off
Press the three dots on their row, then Disable, the last line.
Read the card: they can no longer sign in, and every client they hold is released. Their record and their work stay.
Press Turn them off.
Turn someone back on
Find them. A turned-off person's row reads Turned off under their name and carries Enable.
Press Enable.
Read the card: they can sign in again, and the clients they held stay released.
Press Turn them on.
Give them their clients back one at a time: on each client's KYC, press Edit and use Add a PA under Their PAs.
Good to know
An invite's link works for an hour. If it runs out before they sign in, use Resend the invite in their row's three dots.
Clients ticked on the invite start at Full. Full sees everything on that client. Limited does the work without the vault, the documents, any field marked admin only, and four of the intake's Family answers: the doctors and specialists, the health cover, what is overdue or waiting on a referral, and who may be told what.
Under Last active, Not yet means they have never signed in.
Press a person's row to open their page, with their clients, hours, open work and time off.
Turning someone back on gives them no clients. Add them back on each one's Their PAs. You cannot turn yourself off.
Team does not open while you are viewing as a PA.
Turning someone off stops them signing in at all, and turning them back on lets them sign in again. Signing someone out everywhere and resetting their two-step sign-in are on their own page.
Team lists the team alone. A household's adults on the client portal are never on it: they are invited, and their access taken away, from their own card on the client.
Where Your own: tap your name at the foot of the menu. Anyone's, for an admin: the menu, under Admin, then Team, then press a person
Each person on the team has a page with their phone, the clients they hold and what they see on each, the hours they worked this month and last, their open tasks, the time off booked for them, and whether two-step sign-in is set up. Everyone can open their own page.
A person's page.Time off booked on a person's page.Your own page, opened from your name at the foot of the menu.
Use it when
Use your own page to check your hours and your time off, or to sign out everywhere.
Use someone's page to book their holiday or days away.
Use it to type someone's phone, so the households they work for can text or call them.
Use it to see how many hours someone has worked this month.
Use it to see what someone still has open before they go away.
Use it when someone loses their phone, to reset their two-step sign-in.
How to
Open your own page
Open the menu.
Tap your name at its foot. Your page opens, the same page an admin sees of you.
Add or change someone's phone (admins)
Open their page and press Add a phone beside their email, or Change where a phone is there already.
Type the number the way the households should see it, like 604 555 0148.
Press Save. To take the phone off, clear the field and press Save.
Book time off (admins)
Under Time off, press Add time off.
Choose the From and To dates.
Add a Note if it helps, such as what the time off is for.
Press Add time off.
Change or delete time off (admins)
Press the dates under Time off.
Change the dates or the note and press Save.
To remove it, press Delete, then Delete again on the card that asks.
Check someone's hours
Under Hours, read This month and Last month.
Press a month to open Time showing that person's blocks for it.
Sign out everywhere
Under Sign-in, press Sign out everywhere.
On your own page, read the card and press Sign out everywhere. Every device you are signed in on is signed out, this one too. If the card reads That did not go through. Try again., nothing was signed out, so press it again, which is always safe.
On someone else's page, as an admin, the card reads Sign out Dan everywhere? and every device they are signed in on is signed out at its next press.
Reset someone's two-step sign-in (admins)
Call them first, so you know it is really them.
Open their page and, under Sign-in, press Reset two-step sign-in.
Press Reset. Every device they are signed in on is signed out, and they set up a new code at their next sign-in.
Good to know
The phone sits under the person's name, beside their email. The households they work for see it on their portal's Home, under Your team, with Text and Call. The Team page does not show it.
Only an admin can type a phone, even your own. On your own page you can read it.
Hours counts finished blocks, Palmerston PA's own time included.
Nothing about pay is on this page.
Time off shows only here. On your own page you read your time off and do not book it: an admin books it.
An admin's page reads Every client under Clients, because admins read every client.
Press a client under Clients to open them. Open work lists their open tasks, and Select acts on several at once. A task closed there shows Undo while it stays, and where it names a vendor its three dots hold Add who helped at.
Sign-in reads Two-step sign-in is set up. or Not set up yet. An admin resets another admin's two-step sign-in from that admin's page, never their own.
Authorization sets what PAs may do with the blocks on a client's record: add them, delete them, arrange a page, show and hide them, and edit templates. You set it once for every PA, then change it for one person where you need to.
Authorization: what every PA may do, and the exceptions per person.
Use it when
Use it when a PA should be able to arrange a client's pages or look after the templates.
Use it to take one thing away from one PA without changing everyone else.
How to
Change what every PA may do
Find the grant down the left, such as Arrange a page.
Tick or untick its box under Every PA. It saves at once.
Every PA who has not been changed by name now follows it.
Change it for one PA
Find the PA's name across the top.
Tick or untick their box for that grant. It saves at once.
Changed now shows under their name.
Put a PA back on the default
Press Use the default, under Changed below their name.
Their boxes follow Every PA again.
Good to know
The five grants are Add a block (on a client's KYC), Delete a block (and the key dates it brought), Arrange a page (move, resize and hide blocks), Show and hide blocks (without arranging the rest), and Edit templates (which reaches every client using one). Add a block is on for every PA unless you change it.
Grants belong to the person, not the client, so a PA can do the same on every client they hold. What they can see on each client, Full or Limited, is set separately under Their PAs on that client's KYC.
Admins can always do all five, so they have no boxes.
Unticking a PA's box while Every PA is ticked counts as a change, so Changed shows for them.
Each change goes in the audit trail, a tick, an untick or Use the default, with who made it and when.
Edit templates also adds Templates to that PA's menu.
On a phone each grant is its own block with a line per PA, and anyone changed is listed once at the top with Use the default.
Where The menu, then Templates: under Admin for admins, and after Time for a PA allowed to edit templates
A block template is the shape of a card on a client's KYC, such as Boat or Pets: its name and its fields. Every client with a block of it gets the same fields, and what is typed in them stays that client's own.
Block templates.Adding a field to a template.Deleting a template no client uses.
Use it when
Use it to give every client with a boat the same new field, such as an insurance renewal with a reminder.
Use it to add a new kind of block, such as Cottage, that any client can take.
Use it to rename a field, or change its reminder, on every client at once.
Use it to rename a template, or delete one no client uses.
Use it to choose which blocks the household reads on their portal (admins).
How to
Add a template
Press Add a template.
Type a Name, such as Cottage.
Choose a Kind: Fields for a card of typed fields, or People for one that files the household's people.
Press Add template.
Add a field to a template
Press the template's name to open it.
Press Add a field at the foot.
Type a Name and choose a Kind. For a date, vault or document, choose a Reminder too.
Tick Admin only if PAs with limited access should see the label and not the value.
Press Add field. It shows, empty, on every client that uses the template.
Rename a field or change its reminder
Open the template and press the field.
Change the Name or the Reminder and press Save.
Remove a field
Open the template and press Remove beside the field.
Read the card and press Remove.
Rename a template
Open the template and press Rename at the foot.
Type the new Name and press Save.
Blocks added from now on take the new name. Blocks clients already have keep theirs.
Let the household see a template (admins)
Open a fields template, such as Preferences.
Turn on Household can see at the foot. It saves at once.
Its fields now show on each client's portal under How you like things. Turn it off to take them back.
Delete a template
Open the template and press Delete at the foot.
If no client has a block of it, read the card, such as Vehicles and its five fields go for good., and press Delete.
If clients have a block of it, the card says how many, such as Three clients hold a block of it., and offers only Cancel.
Good to know
Admins always see Templates. A PA sees it only when Edit templates is ticked for them on Authorization.
An open template has no Save. Each change saves as you make it, so just close it when you are done.
Removing a field hides it on every client that uses the template. Anything typed in it is kept, but nothing in the app brings the field back.
A template's kind and a field's kind cannot change once made.
The seven standard templates, Overview, Home details, Household, Preferences, Family, Documents and IDs and Friends, cannot be renamed or deleted, since the record places their blocks by name. A name another template already has, however it is capitalised, is refused.
Clients counted for a delete include archived ones. Delete takes the template's fields with it, for good.
Vault and document fields are always admin only, whatever the tick says.
On a client's KYC, Add a block lists these templates. Adding a field to a block there asks Add it to: that client only or, if you may edit templates, the whole template.
Preferences is shared with the household from the start. A field marked admin only never shows on the portal, and neither does a vault or document field.
Only an admin turns Household can see on or off. A PA allowed to edit templates reads Household can see on a template the household sees, and nothing on one it does not.
People templates, Household among them, have no switch. The household's own people show on their portal from the Household block.
SOPs are the company's own way of doing a job, such as booking a trade or paying a bill for a client. Each one says when to use it, the steps in order and, where there is one, a message to send the client. You find them on the SOPs page, and they also come to you while you work: a word in a task or a note that matches an SOP is a link straight to it.
An SOP beside the work: when to use it, its steps and its message, with Copy and Suggest a change.
Use it when
Use it before a job you have not done for a while, or have never done, to see how we do it.
Use the message at the foot of an SOP to tell a client what is happening, in words we agree on.
Use Suggest a change when a step is out of date or something is missing.
For admins: use it to write a new SOP, keep the library up to date, and check each one twice a year.
How to
Find an SOP
Open SOPs in the menu.
Type in Find an SOP. It looks in the title, the SOP's words and When to use it, so plumb finds Booking a trade.
Narrow it with Any area and Any type. You can tick more than one of each. Reset filters puts the page back as it opens.
Press a row to open the SOP.
Open an SOP from your work
In a task's notes, a word that matches an SOP has a dotted green line under it, such as framer. Only the first match in a note is underlined.
Press the word. A small window shows the SOP's steps at a glance.
Press Open to read the whole SOP in a panel beside the task, with When to use it, the steps and the message. The page under it stays where it was.
Press Copy beside Message to the client to put the message on your clipboard. Words in brackets, such as [first name], are yours to fill in.
Press Open the full page for the SOP's own page, or close the panel to carry on.
Suggest a change
On the SOP's page, or at the foot of its panel, press Suggest a change.
Under What should change, say what is wrong or missing.
Press Send. It reads Sent. An admin will look at it. The SOP itself does not change until an admin edits it.
Add an SOP (admins)
On the SOPs page, press Add an SOP.
Give it a Title, and choose an Area and a Type.
Press Add the SOP. It opens on its own page as a draft, which PAs do not see yet.
Press Edit to write it, then Save.
Edit an SOP (admins)
Open the SOP and press Edit. The band at the top reads You are editing and the SOP's title.
Change the title, When to use it, the steps and Message to the client. Make each step's first sentence the instruction: the small window shows only that sentence.
Press Add a step for a new step at the end, or Delete beside one to take it out. To move a step, type its words into another.
In Details, change the Area, the Type or the Owner, and tick Mark checked if you have just read it through.
Press Save. Anything that could not save stays open with a line under it saying why, and the band names it. Cancel leaves without saving.
Publish, retire or delete an SOP (admins)
Open the SOP and press the three dots at the top, by its title.
On a draft, press Publish to put it in the PAs' library. It needs at least one step first.
On a live SOP, press Retire, then Retire again on the card. It leaves the PAs' library and its words stop linking work to it. It stays under Retired, where Bring back makes it a draft again.
On a draft or a retired SOP, press Delete, then Delete on the card. It goes for good, with its steps and words. A live SOP is retired first.
Mark an SOP checked (admins)
Read the SOP through on its page.
Press Mark checked on the Last checked row. It saves straight away with today's date and your name.
An SOP not checked in six months shows its date in amber, on its page and in the library.
Choose an SOP's words (admins)
Open the SOP and press Edit. The Matches card lists the words that link work to it.
Type a word in Add a word and press Add, or Enter. A word can be on one SOP only, so a word already used says which SOP has it.
Press the cross on a word to take it off.
Where it is turned on, press Suggest words to have the words picked for you from the title, When to use it and the steps. They show as words you can keep or take off before you save.
Press Save.
Good to know
PAs see live SOPs only. Drafts and retired SOPs are for admins, on the Drafts and Retired tabs.
A word links a task's title or a note to an SOP by its spelling, so plumber also finds plumbers. Nothing reads a client's notes to choose words: they come from the SOP itself.
When a draft goes live with no words, its words are picked for it from its own title and steps. You can change them in Matches at any time.
An admin's library shows how often each SOP was opened in the last 30 days. Opening an SOP counts once every half hour, and an admin opening one is not counted.
The number beside SOPs on an admin's menu counts the suggested changes waiting. Press Done beside a suggestion on the SOP's page once you have dealt with it.
While you are viewing as a PA, SOPs read as theirs and nothing can be changed.