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Find a customer and see everything linked to them

A contact is one of your customers. When someone rings up asking about "that quote from a couple of weeks ago", the contact record is the fastest way to get the whole picture: every quote, proposal, service plan, and document attached to that person, in one place.

Find them under Contacts in the sidebar. If it is not there, your account does not have the Data (All) permission.

Where contacts come from​

You rarely create these by hand. A contact appears automatically the first time someone gives you their email address, whether that came through a quote tool, a contact form, a proposal, or a service plan sign-up.

Matching is by email address. If the same person comes back through a different quote tool and types the same address, you get one contact with both quotes attached, not two contacts. Any details missing from the original record — a surname, a phone number — are filled in from the new submission, but details already there are left alone.

Everyone in your contacts list can sign in to your customer portal.

Find a contact​

  1. Go to Contacts.
  2. Type into Search....

Search matches the email address, first name, and last name — and nothing else. Searching a phone number, a postcode, or a street name returns nothing, which is the most common reason people conclude a contact is missing when it is not. If you only have a phone number, find the person through their quote instead.

Two tabs sit above the search box: Contacts, and Archived for people you have deleted. Each searches only its own tab, so a name you cannot find on one is worth trying on the other. There are no other filters and no sort control. The list is ordered by most recently updated and shows ten at a time, so use search rather than paging.

Read the contact​

Click a row to open the contact. The card at the top shows their name, phone number, email address, and primary address; the phone number and email address are links, so you can start a call or an email straight from there.

Five tabs sit underneath.

TabWhat it shows
OverviewEverything linked to this contact, summarised. Start here.
QuotesTheir quotes, split by product across a second row of tabs.
ProposalsTheir proposals.
Service plansTheir agreements, under Established Agreements and Incomplete Agreements.
DocumentsFiles and pages shared with them in your customer portal.

Overview is the useful one. A Quotes section leads with the total number of quotes and their combined value, then breaks it down into a card per product. Agreements & documents does the same for Proposals, Service plans, and Documents. Every card carries a View all button through to the full list, and most carry Create to start a new one for this customer with their details already attached.

Quotes only count once they have an address against them, on the cards and in the lists alike. A customer who opened a quote tool and left before entering a postcode leaves nothing behind here.

What is not on a contact​

Worth knowing before you go looking:

  • Enquiries are not shown. Someone who filled in your contact form has a contact record, but you will not see the enquiry from this screen. Go to Enquiries for that.
  • There are no notes, no tasks, no owner, and no activity history. There is nowhere to record that you rang someone on Tuesday. Individual quotes have their own activity log; the contact does not.

Edit a contact​

Click Edit Details on the card at the top to open Edit Contact. You can change Email, First name, Last name, and Phone, and manage their addresses under Addresses, where you can add several and mark one as Primary. Click Save.

Two things to expect:

  • You cannot give two contacts the same email address. Saving a duplicate is rejected, because the email address is what links a person to their records. That includes contacts sitting in Archived.
  • Existing quotes and proposals keep the name they were created with. Correcting a misspelled surname here does not rewrite it on a quote raised last month. Those records update their copy the next time they are saved.

Delete a contact​

Select one or more rows in the list and click Delete in the Actions: row.

The contact moves to the Archived tab. It stops appearing in your contacts list, but nothing is destroyed — their quotes, proposals, agreements, and documents are untouched and still reachable from their own lists.

Restore a deleted contact​

  1. Go to Contacts and click the Archived tab.
  2. Find the person, using Search... if the list is long.
  3. Open the menu at the end of their row and click Restore.

They are back in your contacts list straight away, with everything still attached.

A contact can also come back on their own. If someone you deleted returns through one of your quote tools, a contact form, a proposal, or a service plan sign-up using the same email address, they are restored automatically. So you should never be left looking at a quote in your list whose customer you cannot find.

note

While someone sits in Archived, their email address is still taken. Trying to add them again by hand tells you the contact was deleted and points you at the Archived tab, rather than creating a second record for the same person.

Check it worked​

  1. Search for a customer by surname and confirm they appear.
  2. Open them and check the Overview totals match what you expect from their quotes.
  3. If you edited details, reload the contact and confirm the card at the top shows the new values.
  4. If you deleted someone, check they are on the Archived tab and no longer on the main list.