> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.
# Client Profiles
> View and manage client information in CharleOS
Client profiles store all the information about your clients, from basic details to retainer plans and performance metrics.
## Creating a client
Managers can create new clients:
1. Navigate to **Clients** in the sidebar
2. Click **New Client**
3. Fill in the client details:
* **Name** - Company or individual name (required)
* **Slug** - URL-friendly identifier (auto-generated from name)
* **Start Date** - When the retainer or relationship began
* **Plan** - Select a retainer plan (required for retainer clients)
* **CSM** - Assign a Customer Success Manager (optional)
* **Notes** - Internal notes about the client
4. Click **Create Client**
The client is created with status "Active" and ready for quotes and tasks.
For project-only clients without retainers, you can skip plan selection or create a zero-hour plan.
## Client profile information
### Overview tab
The client overview shows key information and metrics:
**Stat Cards:**
* **Day Rate** - Sold vs actual day rate performance
* **Efficiency** - Banked time, overage, and net efficiency
* Performance indicators for the current period
**Hours Summary:**
* Current month hours by default
* Allocated, logged, and remaining hours
* Visual progress bar
* Month picker to view historical usage
### Client sidebar
The sidebar appears on all client tabs (except Schedule) and shows:
**Client Info:**
* **Status badge** - Active or Archived
* **RAG status** - Red/Amber/Green health indicator
* **Plan name** - With "Custom" badge if hours or cost overridden
* **CSM** - Assigned Customer Success Manager with avatar
**Hours Summary:**
* Month picker dropdown
* Allocated hours (plan hours with PM deduction)
* Logged hours (raw time entries)
* Remaining hours (red if negative/over budget)
* Utilization progress bar
* Link to view all time entries for the client
Use the month picker to compare usage across different billing periods and identify trends.
## Client details
### Basic information
**Name and slug:**
* Name is the display name throughout CharleOS
* Slug is used in URLs (e.g., `/clients/fargro`)
* Slug auto-generates from name but can be customized
**Status:**
* **Active** - Current client with active work
* **Archived** - Former client, no longer active
**Start date:**
* Tracks when the client relationship began
* Used for tenure calculations and reporting
**Notes:**
* Internal notes visible only to your team
* Use for context, special requirements, or history
### Team assignments
**CSM (Customer Success Manager):**
* Primary point of contact for the client
* Manages relationship and retainer
* Optional but recommended for retainer clients
**Client portal users:**
* Client team members with portal access
* View quotes, tasks, and submit help desk tickets
* Managed via the **Team** tab
### Retainer & pricing
**Plan assignment:**
* Links to a retainer plan template
* Defines default monthly hours and cost
* Can be overridden per client
**Custom overrides:**
* Override monthly hours
* Override monthly cost
* Shown with "Custom" badge in UI
* Takes precedence over plan defaults
Custom overrides allow you to adjust pricing for specific clients while maintaining standard plan templates.
### Performance metrics
**Day Rate:**
* Sold day rate: Based on plan cost and hours
* Actual day rate: Based on time logged and billing
* Variance: Sold vs actual performance
**Efficiency:**
* Banked hours: Efficiency gains from completing faster
* Overage hours: Non-billable time over estimates
* Net efficiency: Overall performance
**Hours Tracking:**
* Monthly allocation with PM deduction (15%)
* Logged hours: Raw time entries
* Billable hours: After billing formula applied
* Remaining budget
### Health indicators
**RAG Status:**
* Updated from weekly RAG reports
* Indicates overall client health
* Shows in client list and detail pages
**Schedule Health:**
* Based on scheduled hours vs plan allocation
* Three-month view available
* Helps identify under or over-scheduling
## Editing clients
Managers can update client information:
1. Open the client detail page
2. Click **Edit** in the header
3. Modify any fields:
* Name, slug, or notes
* Status (active/archived)
* Start date
* Plan assignment
* Custom hours or cost overrides
* CSM assignment
4. Click **Save Changes**
Changing a client's plan or overrides affects billing calculations. Make sure the effective date aligns with your billing period.
## Managing client portal users
The **Team** tab shows client portal users:
### User information
Each client portal user has:
* Name and email
* Role (Admin or Member)
* Status (Pending, Sent, Active, Deactivated)
* Last login date
### User roles
**Admin:**
* Full access to client portal
* Can invite new users
* Can view all quotes and tasks
**Member:**
* View and submit quotes
* View tasks
* Submit help desk tickets
### Invite users
To add a client portal user:
1. Navigate to client **Team** tab
2. Click **Invite User**
3. Enter name and email
4. Select role (Admin or Member)
5. Click **Send Invite**
The client receives an email with a token link (valid for 72 hours) to set their password.
### Manage existing users
From the Team tab:
* **Resend invite** - Send a new invite email if the original expired
* **Deactivate** - Disable a user's access
* **Change role** - Update between Admin and Member
## Client list features
The main clients list includes:
### Search and filters
**Search:**
* Search by client name
* Search in notes field
**Filters:**
* Status (Active/Archived)
* CSM (filter by assigned CSM or unassigned)
* Plan (filter by retainer plan)
### Table columns
* Client name with status badge
* Plan name
* CSM name and avatar
* RAG status badge
* Start date
* Actions (view, edit)
### Sorting
Sort clients by:
* Name (alphabetical)
* Start date (newest/oldest)
* Plan
* CSM
## Client sidebar features
### Month picker
View hours for any billing period:
* Defaults to current month
* Dropdown to select historical months
* Updates all metrics for selected period
### Hours breakdown
**Allocated hours:**
* From plan or override
* PM deduction (15%) already applied
* Example: 60-hour plan = 51 allocated hours
**Logged hours:**
* Raw time entries total
* Includes both billable and non-billable
* Shows actual effort
**Remaining hours:**
* Allocated minus billable (not logged)
* Red text if negative (over budget)
* Green text if positive (under budget)
Remaining hours is calculated using billable hours (after the billing formula), not raw logged hours. This accounts for efficiency banking.
### Progress visualization
The progress bar shows:
* Percent of hours used
* Color coding:
* Green: 0-75% (normal usage)
* Amber: 75-90% (approaching limit)
* Red: 90%+ (near or over allocation)
## Best practices
Fill in all client details including CSM, start date, and notes for context
Assign a CSM when creating retainer clients for relationship ownership
Avoid custom overrides unless necessary - they make reporting harder
Keep RAG status up-to-date to spot issues early
Archive clients when relationships end to keep the active list clean
Check hours usage at month-end to inform next period's planning
## Next steps
Learn how retainer plans and hours work
Learn how to plan and schedule client work
Create quotes for client work
Learn about client health reporting