📋 Overview of the Lecture

The session opened with housekeeping, confirmation of audio/video, and a brief note on recent power issues. Johan showcased a redesigned Engager website and set expectations: the session is Q&A-driven with product updates, upcoming releases, and practical workflows from his accounting firm.

Purpose: Provide live support, share product roadmap highlights (e.g., Xenon integration, SIC code enhancements, proposals, TaxCalc sync), and demonstrate features like meeting notes, memos, and credentials storage. Emphasis on practical implementation and governance considerations (e.g., consent for recordings, HMRC agent setup).

📚 Key Content

Topic One: Product Updates and Roadmap

• Website refresh:
  • New design, no functional changes; positioning the site as a modern “shop front.”
  • Trustpilot: 162 reviews, 4.9/5 rating.
• Recent/Upcoming releases:
  • Unsaved changes prompt on client pages:
    • Status: Not live yet; releasing Monday night (next Monday from the session date).
  • Xenon integration:
    • Testing starts “tomorrow” in Johan’s and Andy Wainwright’s firms.
    • Target release: a week on Monday (subject to testing).
    • Value: Repricing, client health scores; described as a “game changer.”
  • SIC codes enhancement:
    • From 1 to up to 4 SIC codes per company (matching Companies House).
    • Release expected in the next couple of weeks.
  • Proposals tool:
    • In development; to follow after Xenon and interim releases.
  • TaxCalc sync:
    • Ongoing development; “going really well.”
• Feedback and roadmap:
  • Feature voting via in-app Product Roadmap/Feedback.
  • Zapier integration: 18 votes; on ideas list (not top priority yet).
  • Subscribers get notifications when items move to “In Testing” and “Completed.”
  • Change log icons:
    • Stars = new features; Caterpillar = bug fixes; Spanner/Hammer = maintenance.

Examples:

• “John says, just tested the save change notification. It didn’t work for me.” → Clarified release is next Monday.

Summary: Engager is focusing on reliability and high-impact features (Xenon, proposals, SIC parity, TaxCalc sync). Users should use the roadmap/feedback portal to influence priorities (e.g., Zapier/API).

Topic Two: Client Data, Services, and Workflows

• Partnerships and SAs:
  • Set up partnership as one entity; each partner as individual entities.
  • Quote “partner self-assessment tax return” in the partnership with no deadline/frequency (so it doesn’t hit Jobs board).
  • Activate Self Assessment service with deadlines/frequency on each partner’s individual record (price can be managed differently).
• Forms and contacts:
  • To save a form response to a person, send it to them as an Individual (not just as a Contact).
• Memo feature:
  • Free-form notes per client; unlimited; exportable to Excel; audit trail (created/updated by whom/when).
  • Not reminder-capable; best for reference (e.g., handover notes from acquisitions).
  • Sensitive data caution: visible to all firm users.
• Credentials storage:
  • Prefer “Tax References > Software Credentials” for usernames/passwords.
  • Eye icon to hide/reveal password. Still visible to all firm users; consider external secure storage if necessary.

Examples:

• Acquisition handover notes copied into client Memos labeled “Handover notes.”
• Passwords: advised to store under Software Credentials rather than Memos for structure and masking.

Summary: Model partnership setups correctly, route forms to the right entity, use Memos for persistent info with audit trail, and store login data under Software Credentials while observing internal access considerations.

Topic Three: Meeting Notes and Communication Logging

• Process:
  • Use AI transcription tools (e.g., Plaud Note/Pin, Read AI, Fireflies/Auto/“fly AI”) to capture meetings (phone, in-person, Zoom).
  • In Engager: Client > Communication > Log meeting/call.
    • Record start/end or duration; location; staff attendees; client attendees.
    • Mark no-shows and late arrivals to build behavior history.
    • Subject + Description: paste summary; optionally full transcript.
    • Upload files (e.g., management accounts) to link contextually.
    • Create tasks from meeting notes and assign to team with due dates/priority.
  • Benefits: Behavior tracking (attendance, lateness), task linkage, pre-meeting reviews.
• Governance:
  • Always obtain explicit consent before recording meetings/calls.

Examples:

• “We had a meeting scheduled… Johan, you didn’t turn up. Ash was 15 minutes late…” → Use logs/screenshots to address client complaints about meeting frequency or attendance.

Summary: Structured meeting logs plus AI transcription create a defensible communication record, enable task-driven follow-up, and improve client accountability.

Topic Four: Notes, Jobs, and Persistent Instructions

• Where to store notes:
  • Memos: living notes not tied to a specific job/service.
  • Files: PDFs/static documents.
  • Service-level “General Remarks”: persistent prompts for recurring jobs (e.g., “Don’t forget to chase timesheets”).
  • Job-level:
    • Notes: ephemeral notes for this occurrence; do not persist after completion.
    • Comments: timeline that persists across occurrences; supports @mentions; can “Add to refile” to reappear next cycle.
• Use cases:
  • Service remarks appear in Jobs under “Remarks” every time.
  • Comments build an audit trail per job cycle and support team collaboration.

Examples:

• Adding a payroll remark “Don’t forget to chase timesheets” shows on every payroll job under Remarks.
• @mention a colleague in Comments to investigate a tax rate issue; they get an in-app notification.

Summary: Choose storage based on permanence and context: Memos (ongoing), Files (static), Remarks (recurring prompts), Notes (this job only), Comments (persistent audit/conversation).

Topic Five: HMRC Agent Setup and Authorisations

• Agent codes:
  • Self Assessment (SATR) agent ID letters can take ~40 days to arrive.
  • Needed before applying for 64-8 agent authorisation or electronic codes.
  • For partnerships: likely need SA authorisation for each individual partner; partnership-level authorisation may not be required (encouraged to double-check HMRC guidance).

Examples:

• “You will need to wait 40 days… The 64-8 form asks for your agent ID… You cannot apply for agent authorisation until you’ve got your agent ID.”

Summary: Plan timelines around HMRC’s ~40-day agent code issuance; ensure correct authorisations for each relevant taxpayer entity.

Topic Six: Tools Stack and Training

• Software choices in Johan’s firm:
  • Payroll: BrightPay Cloud.
  • Accounts/Tax: TaxCalc.
  • Bookkeeping: Primarily Xero; then QuickBooks; then FreeAgent.
  • Cash flow: Float.
  • Reporting: Syft Analytics.
  • Principle: Teams select tools they use; reduces “shiny object” churn.
• Training resources:
  • Getting Started: Website > Getting Started > 10 Easy Steps (Help Center).
  • Weekly getting started webinar: Fridays 10:00, run by Andy T; invite goes out on trial signup; links posted in Facebook group/socials.
  • Weekly Live Q&A recordings: Help Center > Weekly Q&A (from Jan 2024 on Zoom).
• AI assistants:
  • ChatGPT Deep Dive (31 July session): drafting letters, email replies, service schedules, research, document templates, and a chat agent that can log into Engager and perform instructed actions.

Examples:

• “Someone was sent to that webinar last week… as part of their induction.”
• “The one on the 31st of July—ChatGPT Deep Dive—… agent could log into Engager and make changes.”

Summary: Empower teams through structured training and allow domain users to choose operational tools. Use AI to enhance documentation and workflows.

Topic Seven: Recording Tools: Plaud vs. HiDock (Practical Notes)

• Plaud:
  • Note (magnetic, can capture phone/Zoom via device audio) vs Pin (discreet wearable; no phone call capture).
  • Software can recognize voices over time and supports “Ask AI.”
  • Starter plan free; heavy users may need Unlimited (~£229/year).
  • “Plaud Pro” teased; announcement due next Wednesday.
• HiDock:
  • Desktop and portable devices; auto-detect and auto-record meetings.
  • Simpler software; manual speaker naming each time.
• Consent reminder for recordings.

Examples:

• “I forget to press record”—HiDock auto-detection praised; Plaud better speaker recognition; iPhone/Android now announce call recording automatically.

Summary: Select hardware/software based on meeting modalities, automation needs, and transcription features; always capture consent.

📒 Key Takeaway

• Significant feature momentum: Xenon integration (repricing, health scores) imminent; SIC code parity, proposals, and deeper TaxCalc sync following.
• Use Engager’s communication logging and service/job notes strategically to create persistent, auditable workflows that drive quality and accountability.
• Align HMRC processes with realistic timelines and correct authorisation pathways.
• Centralize feedback via the roadmap; train teams regularly; leverage AI tools responsibly with consent.

🔄 Q&A/Discussion

Question 1: When will the unsaved changes prompt be live?
Answer 1: Next Monday night (not deployed yet at session time).

Question 2: Timeline and scope for Xenon integration?
Answer 2: Testing begins tomorrow in two firms; target release a week on Monday pending successful tests; focused on repricing and health scores.

Question 3: Zapier/API availability?
Answer 3: On ideas list; Zapier has 18 votes. Vote via Product Roadmap; priority rises with demand.

Question 4: How to structure partnership and SA services?
Answer 4: Partnership as one entity; each partner as individual entities; quote partner SA in partnership without deadlines; enable SA service with deadlines on each partner.

Question 5: Using memos—can they be reminders?
Answer 5: No reminder/flag capability; memos are free-form, exportable, with audit trail; use for reference notes.

Question 6: Where to store client credentials?
Answer 6: Prefer “Tax References > Software Credentials” with masked view; visible to all firm users—use external secure store if restricted access is required.

Question 7: Meeting notes—how to manage and use behavior logs?
Answer 7: Log meetings with attendees, lateness/no-shows, subject, transcript/summary, linked files, and tasks. Use records to address attendance disputes and drive accountability.

Question 8: Do we need consent to record clients?
Answer 8: Yes—always obtain express consent.

Question 9: HMRC agent setup and 64-8 timing?
Answer 9: Wait for agent IDs (approx. 40 days) before applying; 64-8 requires agent ID. Likely need SA authorisation for each partner individually.

Question 10: Assigning job checklists to prospects forming companies?
Answer 10: Typically engage the individual first (LOE, AML), then form the company, then send LOE for the company. Check with governing body/insurer.

Question 11: Notes migration from Centre—where to place?
Answer 11: Memos for ongoing general notes; Files for PDFs; Service “General Remarks” for recurring prompts; Job Notes for this cycle only; Comments for persistent audit/conversation with @mentions.

Question 12: Can AI agents log into Engager?
Answer 12: Yes; see the 31 July “ChatGPT Deep Dive” recording for use cases.

💡 Suggestions

• Vote on desired integrations (e.g., Zapier) via the in-app Feedback/Roadmap to influence priorities.
• Use the Getting Started webinar (Fridays 10:00) for team onboarding; include in staff induction.
• For recurring operational prompts, standardize via Service “General Remarks” to surface them on every job.
• Use Comments (with “Add to refile”) to maintain continuity and audit trails across recurring jobs.
• Always document meeting attendance and punctuality to support service reviews and client management.
• Store credentials in a controlled repository if role-based visibility is required; Engager credentials are visible to all firm users.