​

Contact Management

This guide covers managing contact people associated with your customers.

​

Understanding Contacts

​

What Are Contacts?

Contacts are individuals associated with a customer organization. They may be:

• Decision makers who approve quotes
• Site managers who coordinate access
• Accounts payable staff who handle invoices
• Technical contacts for specific equipment

​

Contacts vs Customers

A customer can have multiple contacts, each with different roles and responsibilities.

​

Adding a New Contact

​

From Customer Detail

1. Navigate to Customers
2. Click on the customer name
3. Go to the Contacts tab
4. Click Add Contact
5. Enter contact details
6. Click Save

​

During Customer Creation

1. When creating a new customer
2. Fill in customer details
3. Scroll to Primary Contact section
4. Enter contact information
5. Contact is created with customer

​

Contact Information Fields

​

Basic Information

​

Contact Details

​

Communication Preferences

​

Role Settings

​

Notes

​

Primary Contact

​

What is a Primary Contact?

The primary contact is the default person for customer communications:

• Shows on customer list and detail views
• Auto-selected when creating jobs
• Receives notifications by default
• Used for general correspondence

​

Setting a Primary Contact

1. Open customer detail
2. Go to Contacts tab
3. Find the contact to designate
4. Click the contact row
5. Enable Primary Contact toggle
6. Save

Only one contact can be primary. Setting a new primary automatically removes the designation from the previous one.

​

Multiple Contacts

​

When to Use Multiple Contacts

• Large organizations with multiple departments
• Different contacts for different purposes
• Backup contacts when primary is unavailable
• Location-specific contacts

​

Contact Roles Example

​

Adding Additional Contacts

1. Open customer detail
2. Go to Contacts tab
3. Click Add Contact
4. Fill in details
5. Configure notification settings
6. Save

​

Contact Communication Settings

​

Notification Types

​

Configuring Notifications Per Contact

1. Open contact detail
2. Find Notification Preferences section
3. Enable/disable each notification type
4. Select preferred delivery method
5. Save

​

Communication Opt-Out

If a contact requests no marketing:

1. Open contact detail
2. Enable Do Not Contact flag
3. Add note explaining preference
4. Save

This flag prevents marketing communications but allows operational messages.

​

Editing Contacts

​

Opening for Edit

1. Navigate to customer
2. Go to Contacts tab
3. Click on contact name
4. Click Edit
5. Make changes
6. Save

​

Updating Contact Status

When a contact leaves the organization:

1. Open contact detail
2. Update status to Inactive
3. Add note with departure date
4. Remove from notification preferences
5. Save

Historical records remain intact.

​

Contact Search

​

Finding Contacts

Search across all contacts by:

• Contact name
• Email address
• Phone number
• Customer name

​

From Contact List

1. Navigate to customer list
2. Use global search
3. Type contact name or email
4. Select from results

​

Linking Contacts to Records

​

To Jobs

When creating a job:

1. Select customer
2. Primary contact auto-selected
3. Change if different contact needed
4. Contact receives job notifications

​

To Quotes

When creating a quote:

1. Select customer
2. Choose contact for quote delivery
3. Contact receives quote notification
4. Follow-up tracked against contact

​

To Invoices

When creating an invoice:

1. Select customer
2. Invoice contact auto-selected (if configured)
3. Change if different contact needed
4. Invoice sent to contact email

​

Best Practices

​

Data Quality

• Verify email addresses before saving
• Confirm phone numbers are current
• Update job titles when they change
• Add notes for communication preferences

​

Contact Organization

• Set clear primary contacts
• Assign specific roles (invoices, quotes)
• Keep contact list current
• Remove or deactivate departed contacts

​

Communication

• Respect preferred contact methods
• Honor do-not-contact flags
• Document special instructions
• Update preferences when requested

​

Multiple Contacts

• Avoid duplicate contact records
• Use roles to distinguish contacts
• Keep notification settings aligned with roles
• Review contact list periodically

​

Troubleshooting

​

Contact Not Receiving Notifications

Possible causes:

• Email address incorrect
• Notification type disabled
• Contact marked inactive

Solution:

1. Verify email address
2. Check notification settings
3. Confirm contact status is Active
4. Test with a manual notification

​

Duplicate Contacts

Solution:

1. Identify the correct record
2. Update linked jobs/quotes/invoices
3. Merge or delete duplicate
4. Verify all relationships transferred

​

Wrong Contact on Jobs

Solution:

1. Open the job
2. Edit job details
3. Select correct contact
4. Update notification preferences

---

Back to Customers | Customer Locations | Customer Portal