One record. Two audiences.
The customer sees a case, its status and the replies meant for them. The agent sees the same case, plus the internal notes, the routing decision and the trail. It is one object with two views — not a portal database that syncs with a CRM database and disagrees by Tuesday.
Screens in this module: Customer 360 · Universal search · Consent & KYC · Customer portal · Portal journeys · Appointments
Customer record
Live fetch · 312 msWhat it does
Six things, stated plainly
Universal search
One search across organisations, contacts, leads, cases, quotes and orders, returning what the searcher is entitled to see and nothing else.
Holdings fetched, never stored
Portfolio, ledger and margin are read live from the systems that own them at the moment the record opens. AcuityQ does not keep a copy, which removes an entire class of stale-data and data-residency argument.
Masked by default, unmasked on the record
PAN, mobile, e-mail and bank details are masked. Unmasking is a break-glass action available to roles that hold the capability, and every unmask is written to the audit log with who and why.
Everything on one timeline
Activity, opportunities, cases, meetings, campaigns received and consent changes, in one chronological view — so "what has this customer been through" is a scroll, not four systems.
A portal that writes to the case
Six journeys — raise, track, upload, reopen, book an appointment, pay — all writing to the same ticket the agent has open. Status moves in both directions, and internal notes never appear.
Appointments the customer books
Privilege customers see their named agent’s availability and book directly. No agent involved, no e-mail thread to agree a time.
Screen flow
The same case, from both sides
What the customer does on the left of each step, what the agent sees on the right.
- Customer raises it
On the portal or the app. Identity comes from the session, so there is nothing to verify and no reference number to quote.
Customer - Case created once
One case ID. Source is stamped as portal, which the routing rules can treat differently from an anonymous e-mail.
Automatic - Agent works it
Internal notes, routing reasoning and the trail sit on the agent’s view of the same object. None of it is visible on the portal.
Agent - Status syncs both ways
The customer sees movement without calling to ask. Each status check is a call that was not made, and it is counted.
Automatic - Reopen, not re-raise
If the answer did not land, the customer reopens the same case. The history stays attached and the SLA inherits rather than restarting from zero.
Customer
Who works here
The roles this module belongs to
AcuityQ™ is one platform. What a person sees is decided by the capabilities their role holds and the scope they sit in — see every role side by side.
Retail sales RM
Works a queue rather than a database. Opens on the day’s agenda, moves through smart-view buckets that are defined by where a lead actually stopped, and dials from inside the product rather than from a phone on the desk.
- My day
- Smart views
- Leads & opportunities
- Dialler & campaigns
- Meetings & follow-ups
Dealer operations
Runs a dealing desk against live portfolio data fetched at the moment of opening, never cached. Every order placed on a client’s behalf is checked after the fact against the recorded instruction.
- Desk console
- Client portfolio
- Product comparison
- Calculators
- Post-trade compliance
Private wealth / branch RM
Carries a named book rather than a queue. Reviews run on a cadence per segment, meetings are geo-verified where the branch requires it, and the whole workspace works on a phone with no network.
- Book overview
- Client relationships
- Portfolio reviews
- Field & geo-tagging
- Mobile & offline
Service operations
Answers an omnichannel queue where a case that arrives by e-mail and continues on WhatsApp is one case, with one set of clocks. Draft replies come from the model; sending them is a person’s decision.
- My queue
- Desks & departments
- SLA, clocks & escalation
- Routing engine
- Customer portal
Privilege desk agent
Holds a named book of HNI and UHNI customers who never enter a general queue. The customer sees their agent’s name and books time in their diary directly.
- My named book
- Appointments
- My cases
- What my customer sees
- Service analytics
Honest limits
What this module does not do
Stated here so nobody spends a procurement cycle discovering it. If one of these is a requirement, say so early and we will tell you whether it is on the roadmap or simply not our product.
It is not a system of record for holdings
Portfolio data belongs to the core system. AcuityQ shows it and never claims to own it — which is deliberate, and is why there is no reconciliation job.
It is not a data warehouse
The 360 view is for working with a customer, not for analysis across all of them. That is what the export and the reporting route are for.
The portal is not a trading terminal
Customers raise, track, upload, reopen, book and pay. Placing an order happens in your own customer application.
Questions
What a buyer asks in the second meeting
If holdings are never stored, what happens when the core system is down?
The panel says the fetch failed and when it last succeeded. It does not show a figure from an hour ago without saying so. Everything else on the record — cases, activity, consent — is AcuityQ’s own and stays available.
Who can unmask?
Whoever holds the capability, which is granted individually rather than bundled into a seniority tier. Every unmask is logged with the record, the user and the time, and the log is reportable.
Can the customer see internal notes?
No. Reply and internal note are different objects, not the same field with a flag. The portal renders replies only, which is why the separation holds even when somebody is in a hurry.
What about guests and unknown contacts?
Someone who is not a registered customer can still raise a case by e-mail or social. It attaches to a provisional contact and merges into the real record when the identity is established, keeping the history.
See customer 360 & portal against your own desks
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