Each client in your practice has a profile page that brings together CRM context, interaction history, banking-system data the client has shared, and quick actions — all in one place.
Opening a Client Profile
From Practice → Clients, click any client's name. You can also reach a profile from search results, reminders, pipeline cards, or smart lists.
Profile Header
The header shows the client's name, connection and seat badges, data-sharing scope at a glance, engagement score, and current pipeline stage. From the action menu you can invite, assign or revoke a seat, manage data-sharing, review a client-initiated connection request, or retire the CRM profile.
Retiring the CRM profile archives open deals, preserves CRM history, removes the client from the active roster, and ends the advisor connection. For a shared agency client, it also ends agency access. Release any active practice or agency seat first. The client's Policy Stack account is not deleted.
Tabs
The profile opens on Overview with six more tabs for deeper work: Discovery, Timeline, Banking, Liabilities, Prep Brief, and Documents.
Overview tab (default)
LTV is unavailable (—) when Loan Balance is unrecorded or Total Cash Value is not positive.
Designed for meeting prep:
Stat tiles — policies, active loans, assets, goals
Quick actions — Add Deal, log a touchpoint, set a reminder
Recent interactions — most recent calls, meetings, emails, texts, notes
Upcoming follow-ups — open reminders sorted by due date
Private advisor notes — your private notes, scoped to this client
Click any section header to jump into the relevant full tab.
Timeline tab
The full chronological interaction feed: calls, texts, emails, meetings, and internal notes. Use Add Entry to log new interactions, or the Smart Paste sub-tab to paste raw meeting notes and have them parsed into structured entries.
Discovery liability intake
For a prospect or contact without a connected Policy Stack account, the Discovery tab's Liability intake card sends a standalone liability-list link. It is separate from Household Check-In. When the contact submits, Policy Stack creates an advisor-owned Debt Payoff Path snapshot. Connected clients use their shared recorded liabilities instead.
The same context routing is available from Scenarios -> New Scenario -> Debt Payoff Path: selecting an existing client loads that client's shared Policy Stack liabilities into the scenario, while selecting a prospect offers the liability-list request alongside modeling now with your own numbers — a later submission creates its own dated scenario and both are kept. Payoff order covers Steps 1–4; client acceptance is required before Step 5, Payoff Path.
Banking tab
The client's shared whole life banking system appears as a Net Cash Value trend, Protect · Save · Grow year-to-date facts, Capital Flow, Capital In Use loan accounts and draws, and expandable policy workspaces. Present opens a client-facing slide deck over the same core zones. In the delegated client view, advisors and team members with write access to policies can permanently remove a client's policy. The CRM-only Remove policy action is for untouched policies loaded by the practice. If any loan references it, their grant also needs write access to loans; a policy loan additionally requires write access to deployments, goals, and liabilities. The policy page confirmation lists affected records and requires acknowledgment and typing DELETE. The CRM-only Remove policy action requires acknowledgment and typing DELETE THIS POLICY. If the policy has linked documents, the client must also have shared documents with you; otherwise nothing is removed. View-only sessions cannot remove policies.
With read/write access, expand a policy and choose Add annual statement to record a dated statement on the client's behalf — enter it manually or use Builder Pro extraction, including the guaranteed / paid-up-additions cash-value split and dividend when the carrier reports them. An attached source file is shared into the client's own Documents automatically. With read-only access, the action is disabled and a Request read/write access notice links to a message asking the client to upgrade your permission level.
In new-policy extraction review, 70% to below 90% is labeled Medium and below 70% is Low. The advisor policy-detail extraction dialog displays confidence with up to one decimal and uses the unrounded score for its bands: 90% and above, 70% to below 90% (“Review”), and below 70% (“Low — verify”).
The tab marks restricted categories instead of substituting zeroes. Pending Auto Log events are excluded from Actual totals and event history until the client confirms them. Possible duplicate policy records and manual-review loan-account states remain visible to the advisor in the working view; advisor-only operating notes do not appear in Present mode.
Actual is implicit on recorded-only zones. Planned, Projected, and Modeled values stay explicitly badged; mixed-source comparisons label Actual when needed.
Liabilities tab
For a connected client who has allowed liability sharing, this tab shows their active tracked liabilities with recorded balances, APRs, and monthly payments. The list is read-only on the client profile.
When the client also shares advisor tools, choose Create Debt Payoff Path to open a client-scoped scenario, or Open Debt Payoff Path when one was already built from the list the client submitted (Start a new one is below it). It copies complete shared active liabilities into an advisor snapshot without changing the client's records. Later changes are marked stale until you refresh the snapshot. The client must accept a sent scenario before their Payoff Path starts.
The Debt Payoff Paths card on the same tab lists every plan you've built for this client. Each shows its payoff order, its payoff month, what it includes, when you last edited it, and whether the client has it. Plans that still need sending come first, and empty plans fold into one row you can clear. Mark one plan as the client's current plan and it leads the list with a ★. Click a plan's name to rename it, or choose Duplicate to copy it. To delete a plan the client hasn't answered yet, withdraw it first; a plan the client tracks can't be deleted from here.
Add Deal
The Add Deal quick-action creates a new pipeline deal linked to this client (and their household), pre-filled with their contact info. Useful for capturing pipeline activity without leaving the profile.
What You Can Edit from a Profile
Notes (add, edit, delete your own)
Reminders (create, complete, reschedule)
Tags
Pipeline stage
Assigned team member
Deals (via Add Deal)
You cannot edit the client's banking-system data from their profile unless the client is seated and has granted you write access. A delegated advisor or team member with write access to policies can permanently remove a client's policy from the delegated client view. The CRM-only Remove policy action is for untouched policies loaded by the practice. If any loan references it, the grant also needs write access to loans; a policy loan additionally requires write access to deployments, goals, and liabilities. If the policy has linked documents, the client must also have shared documents with you. View-only sessions cannot remove policies.
For a prospect who has not joined Policy Stack yet, the profile's Policies card can hold advisor-entered policy drafts that the prospect can later accept into their own account — see Preload Policies for a Prospect.
Policy Stack is a tracking and visualization tool. It does not provide financial advice, recommendations, or opinions on what you should do with your banking system.
Policy Stack is independent of and is not affiliated with, sponsored by, or endorsed by Infinite Banking Concepts, LLC or the Nelson Nash Institute.