Manage customer records

A customer record is the account everything else hangs off — sites, equipment, jobs, agreements, and invoices all attach to a customer.

Create a customer

Choose New Customer and fill in:

1. Customer Name — the only required field. Type three or more characters and a dropdown of matching businesses appears; picking one fills the address and phone into whatever of those fields are still blank and sets Customer Type to Commercial.
2. Customer Type — Residential or Commercial.
3. Pricing Tier — Standard, Member, or Commercial. This is the tier everything this customer buys is priced from (see Set your pricing and business rules).
4. Phone / Email / Notes — optional.

You can add the customer's first service site (label, address) right on this form. A customer needs at least one site before you can log equipment or a job against them, so it's worth filling in now rather than coming back to it.

The customer record

Open any customer. The sections, in order, are:

• Overview — a quick look at their equipment and recent jobs.
• Contacts — the people on the account. Add contact adds one. With none, the section says "No contacts on file for" that customer.
• Consent — whether each contact may be texted or emailed. The row menu has Record opt-out, and Record spoken consent to texts when the contact has a phone. With no contacts it says "No contacts to show consent for."
• Sites — every service site on the account, with add/edit/archive. A single customer can have any number of sites (a landlord with several rental properties, a business with multiple locations). A site with a street address shows Google Maps, Waze, and Apple Maps links; a site with no street line has none.
• Equipment — every unit at each site, with Add unit and Print labels actions — see Install and label customer equipment.
• Jobs — recent jobs, with a link to the full filtered list.
• Agreements — every service agreement on this account, not just the active one.
• Invoices — every invoice, plus a tool to consolidate any completed, not-yet-billed jobs onto one invoice.
• Documents — COIs, W-9s, and signed contracts, when your company has file storage configured.
• Activity — what has happened on the account. With nothing recorded it says "No activity recorded for this customer yet."
• Messages — texts with this customer. With none it says "No texts yet." Text to picks a contact who has a phone, Message is the text, and Send text sends it. With no such contact it says "Add a contact with a phone number to text this customer." A text goes out only after your company number is Verified under Set up text messaging. Until then the section says "Not sent: text sender is not ready." Quiet hours refuse a send with "Not sent: quiet hours are on. Try again after they end." The shared inbox for every inbound text is Messages.

A persistent sidebar shows a billing summary (balance due, lifetime value, overdue count) and the current service agreement, visible from every tab. The billing summary's Record payment link is a placeholder for now — to actually record a payment, do it from the invoice itself (see Send and collect an invoice).

Edit a customer

Edit on the customer record changes name, type, pricing tier, payment terms (an override for just this customer — leave blank to use the org default), Agreement invoices, phone, email, and notes. Agreement invoices starts on One per agreement. One per account and One per site group that customer's agreement installments that fall due the same day onto one draft. The rules are in Understand agreement billing and renewal. Sites, documents, and portal access are managed from their own tabs, not this form.

Merge a duplicate customer

On a live customer, the actions menu has Merge into another customer…. Owners, office users, and dispatchers see it. Technicians do not. It is not offered on an internal account, a deleted account, or one that was already merged.

The dialog is Merge duplicate customers. It says everything on the duplicate moves to the customer you keep, then the duplicate is retired, and this cannot be undone. Keep searches for the customer to keep. Moves from the duplicate lists Sites, Equipment, Jobs, Invoices, Agreements, and Contacts. Anyone signed in to the customer portal under the duplicate is signed out and signs in again under the customer you keep. Merge customers finishes it. You land on the customer you kept. Opening the retired record says Merged into that customer.

The same dialog opens from Review. Choose Duplicate customers, then Merge on the pair. That form asks Which customer to keep? and starts on the older record.

Invite a customer to the portal

If your company has the customer portal enabled and the customer has an email on file, the actions menu on their record has an Invite to portal option, giving them their own login to see agreements, invoices, and documents.

Reference

• Who can manage customers — Owners, Office users, and Dispatchers. Technicians work from the field app instead. See Roles & permissions.