Sending a proposal

Prepare a proposal, guide the client through reviewing it, and follow its progress from sent to accepted.

A proposal puts the services and fees you have discussed with the client in one place. You choose the services in CRM, the client receives a link to review them, and their response comes back to the same enquiry.

This page follows an example from Contacted / Info Gathering to Proposal / Proposal Accepted. Use it to understand what you need to do and what the client sees along the way.

Before you send

Open the correct enquiry first. A client may have enquiries for more than one country, so check the country and service in the enquiry tab before choosing Send proposal.

Check that the client’s email is correct, the proposed services match your discussion, and you can explain the fees and scope. If something is still unclear, resolve it with the client before sending.

The action depends on the enquiry’s stage and your access. If a proposal already exists, use its Proposal menu to manage it. CRM prevents a second unconfirmed proposal for the same enquiry.

Prepare the proposal

Select Send proposal to open the drawer.

1. Check the title

   CRM suggests a title using the enquiry’s service and country, such as Permanent Residency – Canada. Keep it clear enough for the client to recognise it in their email and on the proposal page.

2. Choose the services

   Search Products and select the package or services you discussed. Selected items appear beneath the search with their prices and a total. Remove any item added by mistake before sending.

3. Review the agreement requirement

   Client must read the agreement before confirming is selected by default. When enabled, the client must tick the agreement checkbox before they can confirm. Keep the requirement appropriate to the proposal you are sending.

4. Review and send

   Check the title, selected services, prices, and total together. Select Send proposal once you are ready, then read the confirmation shown by CRM.

Choose the right package and add-ons

The product selector uses the enquiry’s country and service to find suitable catalogue items. Search by the package or service name and check the price before adding it.

An Add-on is an additional service. Include it when it is part of the offer you discussed; do not assume every client needs every extra. The client will be able to open each service card and read what it includes.

A proposal needs at least one product, supports up to 20, and uses one currency throughout. Prices in these screenshots are examples; review the current selected items before sending.

The sent proposal keeps a copy of the selected services and prices. Later catalogue changes do not silently rewrite it. If an open proposal needs updating, use Edit proposal and review its services and total again.

What changes after sending

For the Contacted enquiry in this example, CRM moves the enquiry forward automatically. You do not need to change its stage separately just to show that you sent the proposal.

Before sending	After sending
Stage: Contacted	Stage: Proposal
Status: Info Gathering in this example	Status: Proposal Sent
Send proposal button	Proposal menu with actions for the existing proposal

Proposal is the milestone. Proposal Sent tells you what has happened within that milestone. Sending a proposal does not mean the client has read it, accepted it, or paid.

If CRM says the proposal was saved but the email could not be queued, the proposal still exists. Use Resend proposal link to try again. Do not create another proposal to work around the email warning.

These transitions describe the Contacted-to-Proposal flow. Sending from an eligible Deal enquiry keeps its existing stage and status rather than moving it back to Proposal.

The email your client receives

The client receives an email introducing the proposal and a View proposal button. It gives them a direct route to review the offer and contact you with questions.

Tell the client what to look for: “I’ve emailed your proposal. Please open View proposal, read the included services and agreement, and let me know if anything needs clarifying.”

If they cannot find it, check their email address and ask them to check spam. Read any delivery warning in CRM before deciding to resend.

Help the client review and agree

The proposal page shows the title, total, validity date, and the services you included. Selecting a service opens its details. On a smaller screen, the client opens the card to read those details and returns to the proposal afterwards.

Walk the client through these steps if they need help:

1. Review the services. Open each card and read its scope, fees, and important information. Selecting a card shows its details; it does not remove other services from the proposal or change the total.
2. Read the agreement. Select the agreement link. Where agreement is required, tick the checkbox after reviewing it.
3. Ask questions before confirming. Use the contact link or reply to the proposal email if the offer needs discussing.
4. Select Agree to proposal. This records their acceptance. The page then shows that they agreed and that their executive will be in touch with the next steps.

If you update the proposal while the client has it open, they may be asked to review the latest version before agreeing. Ask them to reload and check the revised offer rather than trying to confirm an older version.

Proposal acceptance records agreement to the offer. Payment, the service agreement, and conversion are separate steps. Do not tell the client that accepting this page alone has started their application.

Follow progress in Timeline

Open Timeline to check what has happened. The sequence below shows the proposal being sent, the automatic stage and status changes, and the first recorded opening of the client page.

A viewed entry tells you the proposal page was opened. It does not tell you that the client read every service or accepted the offer. Follow up with a useful question, such as whether they would like to go through the package together.

Use Preview as client for your own review. It opens a staff preview without recording your visit as the client’s first view, and agreement is disabled there. This option appears when you have the required preview access.

Change, resend, preview, or copy

After sending, open the Proposal menu beside Mark as.

Action	What it does	What to remember
Edit proposal	Opens the existing proposal so you can revise its title, services, or agreement requirement.	Saving updates the proposal on the same link. It does not send another email. In the Proposal stage, editing from Proposal Sent changes the status to Revised Proposal.
Resend proposal link	Emails a fresh link for the existing proposal.	The previous link stops working. The new link is valid for 30 days. In this Proposal flow, the status becomes Proposal Sent again.
Preview as client	Opens the client layout in staff preview mode.	Use it to check the offer without creating a client-view event or accepting it.
Copy proposal link	Copies the current link for sharing with the intended client.	Copying does not send an email or renew an expired link.

If you revise the offer, explain what changed. Use Resend proposal link when you also want CRM to email the client again, and tell them to use the latest email.

Expired links and pending responses

An unconfirmed proposal link is valid for 30 days after sending or resending. If it expires, use Renew and resend link where shown. Copying the expired link alone will not make it work again.

While an unconfirmed proposal remains in the Proposal stage, CRM schedules follow-up notifications to the enquiry owner at two-day intervals until it is confirmed, expires, or leaves that stage. These remind you to follow up; they do not mean the client has been emailed automatically each time.

When the client accepts

CRM records the client’s acceptance in Timeline and notifies the assigned owner. In this flow, the enquiry remains in Proposal, and its status becomes Proposal Accepted.

The notification may use the word signed, as in the screenshot. Here it refers to the proposal confirmation. Check the proposal record and the separate service agreement process before treating any later paperwork as complete.

Open Check proposal, review the accepted offer, and contact the client about the next steps. Keep the agreed scope and any outstanding questions in Notes so colleagues can continue the conversation accurately.

Why editing and resending become unavailable

Once confirmed, the proposal is locked. Edit proposal and Resend proposal link are disabled with an explanation. You can still review the accepted proposal using the available preview or copy-link actions.

If the client asks for changes after acceptance, review the request with the appropriate team before making a new commercial arrangement. The accepted proposal should remain an accurate record of what they agreed to.