Help centre for referral management questions

Frequently Asked Questions

What are approval workflows?

Approval workflows let you require sign-off before referrals are sent to specific partners or before new partners are added to your network. When a relationship is set as requiring approval, any referrals to that firm must be approved before being sent. Approvers can approve, edit, or reject the request. You can configure: • Referral approvals – require sign-off for referrals to specific partners • Network approvals – require sign-off before team members can add new partners Approvers get notified by email and can also view pending requests in their dashboard.

What is Compass?

Compass is RQ's structured client discovery tool designed to help professionals identify wider client needs and generate more referral opportunities. How Compass works: Compass provides a guided framework for client conversations, helping you systematically explore areas where clients might need additional support. Rather than relying on memory or chance, Compass prompts you to cover key topics that often reveal referral opportunities. Key benefits: • Uncover hidden needs – Clients often have requirements they have not thought to mention • Consistent discovery – Every client gets the same thorough review • Natural conversations – The framework supports dialogue rather than feeling like a checklist • Referral generation – Identified needs can be converted directly into referrals Use cases: • Annual client reviews with accounting or financial planning clients • Onboarding conversations with new clients • Periodic check-ins with long-standing relationships Compass helps firms move from reactive referrals (waiting for clients to ask) to proactive referrals (identifying needs before clients realise they have them).

How does RQ support compliance?

RQ embeds compliance into every referral workflow, making it easy to meet regulatory requirements without creating extra administrative burden. **Commission and fee tracking:** - Audit trails for all income received for introductions (fees, commissions, software credits – anything) - Client consent capture for any third-party payments, as required by fiduciary duty - Fee transparency and disclosure management **Conflict and due diligence management:** - Documented procedures for identifying and managing conflicts of interest - Due diligence records on third-party professionals you refer to - Partner status tracking to ensure regulatory compliance **Firm-wide consistency:** - A consistent approach to making and recording referrals across the firm - Staff training records for referral processes and compliance obligations - Referral rationale recorded on client files **Regulatory support:** RQ was designed with input from ICAEW to support firms with DPB (Designated Professional Body) obligations. For firms conducting ERAs (exempt regulated activities), RQ provides ERA tracking and triage to identify which referrals require DPB oversight. For FCA-regulated firms, RQ provides the documentation needed to show that client introductions are handled appropriately, with proper disclosures and record-keeping. Records are retained for the required 6-year period, making your firm audit-ready at all times.

What can we measure in RQ?

RQ provides comprehensive measurement and analytics capabilities to help you understand and improve your referral performance. What you can measure: • Referral volumes – How many referrals are being made and received • Lifecycle status – Where referrals are in the process (Introduced, Engaged, Completed) • Conversion rates – What percentage of referrals turn into engagements • Revenue attribution – Financial value linked to referral activity • Relationship performance – Which partners and introducers are most valuable • Team activity – How different individuals and teams are performing Insights and reporting: RQ provides dashboards and reports that give you visibility across the firm, not just individual activity. This helps you: • Identify your most valuable referral relationships • Spot opportunities for improvement • Demonstrate ROI from referral activity • Make data-driven decisions about where to invest time Why measurement matters: Most firms cannot answer basic questions about their referral activity: How many referrals did we make last year? What was their value? Which relationships are strongest? RQ gives you the answers.

Does RQ support fee-sharing?

Yes, RQ fully supports fee-sharing arrangements between firms. **Fee-sharing capabilities:** - **Agreement recording** – Document fee splits for each referral relationship - **Fixed or percentage fees** – Support for various commercial arrangements - **Calculation automation** – RQ calculates amounts based on recorded outcomes - **Payment tracking** – Log when fees have been paid or received - **Reporting** – See fee obligations and receipts across all relationships **How it works:** 1. Record your fee-sharing agreement with a partner (e.g., 10% of first-year fees) 2. When referrals complete with recorded revenue, RQ calculates the fee due 3. Track the payment status for each fee 4. Generate reports showing all fee activity **Compliance considerations:** Fee-sharing between professional firms is subject to regulatory requirements. RQ helps you maintain proper records of: - The commercial arrangement - Disclosures made to clients - Actual fees paid and received This documentation is valuable for demonstrating compliance with regulatory obligations around referral fees and commissions.

What is RQ?

RQ is referral infrastructure for professional services. It helps firms make, manage, and track referrals in a compliant, auditable, and measurable way. **What problem does RQ solve?** Professional services firms have always exchanged referrals – accountants introducing clients to solicitors, financial advisers connecting with mortgage brokers, and so on. But these introductions typically happen through emails, phone calls, and informal conversations. That creates problems: - No clear record of who introduced whom, and when - Difficulty proving consent was obtained for introductions - No visibility into whether referrals convert to new business - Impossible to measure the commercial value of referral relationships - Compliance gaps that concern regulators like the FCA **How RQ works** RQ provides a centralised system where you can send, receive, and track every referral. When you make an introduction, RQ captures all the relevant details: who the client is, what services they need, which firm you are introducing them to, and confirmation that the client has consented to their details being shared. The receiving firm gets a notification with full context about the referral. They can accept, update progress, and close the loop when the work is complete. Both parties have visibility throughout. **Key capabilities** **Professional referrals:** Receive referrals? Transform this channel, distribute more effectively with partners, and track the results better. Typically send? Connect with other firms to exchange client introductions with full audit trails, and cases tracked end to end. **Client referrals:** Enable your existing clients to introduce friends through secure, branded links. **Compliance built-in:** Automated consent flows, due diligence, and complete audit trails. **Revenue tracking:** Link referrals to actual outcomes and calculate ROI. **Integrations:** Connect with Outlook, HubSpot, Intelliflo, Plannr, and other tools your team already uses. **Who uses RQ?** RQ is purpose-built for professional services firms including accountants, financial advisers, solicitors, corporate finance advisers, and wealth managers. Whether you are a solo practitioner or a large multi-office firm, RQ scales to fit your needs.

How long does onboarding take?

Onboarding typically takes 2–3 weeks. During this time, we work closely with your team to configure RQ to fit your firm. **What happens during onboarding:** 1. **Account configuration** – We set up your account, branding, workflows, and permissions so everything reflects how your firm operates 2. **Training** – Your team receives hands-on training so they are confident using RQ from day one 3. **Outlook app deployment** – We help deploy the RQ Outlook add-in across your team 4. **Historical data** – We can add your existing referral and relationship data so you are not starting from scratch 5. **Integrations** – We connect RQ with your existing tools (HubSpot, Intelliflo, Plannr, and others) 6. **Partner introductions** – When you are ready, we can introduce you to firms already on RQ so you can start exchanging referrals **You get value before going live with partners:** Many firms find RQ valuable even before connecting with external partners. You can track internal referrals, build your relationship directory, and get visibility over referral activity across your firm right away. **Dedicated support throughout:** Your onboarding is managed by our team. We handle the heavy lifting so your people can focus on their day jobs.

What is the ICAEW partnership?

RQ was built in close collaboration with ICAEW (Institute of Chartered Accountants in England and Wales) to support their members with referral management and DPB compliance. **Key aspects of the partnership:** - **Joint development** – RQ was designed with input from ICAEW to address real member needs - **Free access** – ICAEW members get access to RQ at no cost - **DPB support** – Features specifically designed to help with Designated Professional Body obligations - **Ongoing collaboration** – Continued partnership to enhance the platform based on member feedback **Why ICAEW partnered with RQ:** ICAEW recognised that many member firms were managing referrals informally, creating compliance risks and missing commercial opportunities. RQ provides the structure and audit trails that firms need while making referral activity easier to manage. **Benefits for ICAEW members:** - Compliant referral processes out of the box - Audit trails for regulatory requirements - Visibility over referral activity - No cost to access the platform To access RQ through ICAEW, members can sign up at rq.app and select the ICAEW member option during registration.

What is the RQ Outlook app?

The RQ Outlook app is a Microsoft Outlook add-in that brings referral capabilities directly into your email workflow. Key features: • Quick referral capture – Create a referral in two clicks without leaving your inbox • Email detection – RQ identifies potential referral opportunities in your correspondence • Contact lookup – Search your RQ network while composing emails • Compliance prompts – Get reminded about consent and disclosure requirements • Status updates – Check on referral progress without switching applications Why use the Outlook app: Most referral conversations happen over email, yet the valuable information in those emails often gets lost. The RQ Outlook app ensures that referral opportunities are captured and tracked properly, even for busy professionals who live in their inbox. The app is available for Outlook desktop, web, and mobile, making it easy to capture referrals from anywhere.

Which systems does RQ integrate with?

RQ integrates with the tools professional services firms already use, ensuring referral data flows seamlessly into your existing workflows. **Current integrations include:** - **Microsoft Outlook** – Capture referrals directly from your inbox with the RQ add-in - **HubSpot** – Sync referral contacts and activity with your CRM - **Intelliflo Office** – Connect with the leading financial planning platform - **Plannr** – Integrate with practice management for financial advisers - **Zoho CRM** – Push referral data to your Zoho instance - **Pipedrive** – Keep your sales pipeline updated with referral activity - **Xplan** – Connect with IRESS wealth management software **Integration benefits:** - **No double entry** – Referral data syncs automatically - **Better data quality** – Information stays consistent across systems - **Visibility** – See referral activity in the tools you already use - **Automation** – Trigger workflows based on referral events **Custom integrations:** For firms with specific requirements, RQ offers API access for custom integrations with other systems. New integrations are added regularly based on customer needs. Contact us if you need connectivity with a system not listed here.

How does RQ detect referrals in my emails?

RQ's smart detection system analyses your email content in real-time as you compose messages: What RQ looks for: - Referral language – Phrases like "introducing my client", "please look after", "I'd like to connect you with" - Client names – Names mentioned in the context of introductions - Services needed – Any services or requirements mentioned - Contact details – Email addresses in the To or Cc fields How it works: 1. As you type, RQ monitors for referral indicators 2. When detected, a subtle alert appears in your email 3. RQ pre-fills the referral form with extracted details 4. You review, confirm, and submit in two clicks The detection happens locally in your browser - your email content is not sent to RQ servers until you explicitly submit a referral.

What account types are available?

RQ offers two account types: Professional (from £250/month) For growing firms with active referral programmes. Pricing scales based on team size: • 1–3 advisers: £250/month • 4–10 advisers: £500/month • 11–25 advisers: £1,100/month • 26–50 advisers: £2,000/month • 51–100 advisers: £3,000/month Includes: • Core Referral Platform • Client Referrals • Compliance • Data and Insights • Integrations • Compass Enterprise (custom pricing) For larger firms with 100+ advisers or complex requirements. Includes everything in Professional, plus: • Complex Groups and Networks • Multi-Country • Extra Dedicated Support • Technical Onboarding • Custom Deployments • Custom API Access Contact us for a personalised quote.

What are client referrals in RQ?

Client referrals in RQ allow your existing clients to introduce their friends, family, or contacts to your firm through a secure, branded experience. How it works: Your firm generates a unique referral link for clients. Clients share the link with people they want to introduce. The referred contact submits their details through a simple form. Your team receives the referral. Key benefits: • Attribution – Always know which client made the introduction • Tracking – Follow each referral through its lifecycle • Client engagement – Give clients a professional way to recommend your services Client referral programmes are especially valuable for firms looking to grow through word-of-mouth in a structured, measurable way.

What are internal referrals?

Internal referrals are introductions that happen between teams, departments, or service lines within your own firm or group. Common examples include: • A tax partner identifying a client who needs corporate finance advice • A financial planner spotting a need for estate planning services • An accountant recognising a client would benefit from business insurance Why internal referrals matter: Many firms miss significant cross-selling opportunities because there is no structured way to pass clients between teams. RQ makes internal referrals visible and trackable, so you can: • Measure cross-sell volumes across the firm • Identify which teams are most active in sharing opportunities • Ensure clients receive joined-up service across your organisation • Track outcomes and revenue from internal introductions Internal referrals follow the same structured process as external referrals, with full audit trails and status tracking throughout.

What is a professional referral in RQ?

A professional referral in RQ is a structured introduction between two firms where a client is being passed for a specific service or need. Each professional referral captures: • The parties involved – Who is making the introduction and who is receiving it • The client details – Who is being referred and what their need is • Consent and disclosures – Documented proof that appropriate permissions were obtained • Service requirements – What the client needs help with • Status tracking – Where the referral is in the lifecycle (Introduced, Engaged, Completed) Unlike informal email introductions, professional referrals in RQ create a permanent, auditable record. This is essential for firms with regulatory obligations, such as those holding DPB licences from ICAEW, who need to demonstrate proper conduct and record-keeping. Professional referrals also enable revenue tracking and fee-sharing arrangements, so you can measure the commercial value of your referral relationships.