Customers

A customer is one person or business you sell to, across every site. There is one record per email address, whichever site they came through. Documents such as quotes and invoices each belong to a site, so one customer can have quotes from two sites on the same page.

The list is under Sales > Customers.

Who sees which customers

Every customer has one rep, or none. What you can see depends on your role:

Role	Sees	Can change the rep
Sales rep	Their own customers and the pool	No, but can Take from the pool
Accounts	Every customer	No
Manager	Every customer	Yes

You can also see a quote, order, invoice or purchase order where you are its rep, even if its customer has since moved to someone else.

The pool

A customer with no rep is in the pool. A customer created by a quote request on a site starts here.

• Take moves the customer to you. It is on the list row, on the customer’s Owner section and on their quote requests. It needs the pool, so accounts staff don’t see it.
• Assign on a row, Assign to rep as a bulk action, or Change rep on the customer’s page lets managers pick a rep, or put the customer back in the pool by leaving the rep empty.

When the rep changes, the customer’s open tasks move too, if they were with the old rep or unassigned. Tasks someone else was given stay put, and completed tasks don’t change. Quotes and orders already made keep the rep they had.

The Rep filter on the list shows Mine or Unassigned (pool).

Adding a customer

New customer takes the details below. Most customers arrive on their own, from a quote request that has an email address.

Field	What it does
Email	Their identity and how they sign in to their account. It is optional, but only one customer can have each address
Tier	Bronze, Silver or Gold, your own measure of how valuable they are. New customers start at Bronze
Sector	From your sectors list
Tags	From your tags list
Active customer	Must be on for them to sign in to their account. It is off on this form, and on for customers created by a quote request
Do not contact	No cold calls or marketing. Automation rules won’t email them. It doesn’t stop you sending a document by hand
Rep	Managers pick one or leave it in the pool. If you can’t assign reps, the customer is yours
Tax exempt	New documents carry no VAT
VAT / tax number, EORI number	Recorded on the customer. A VAT number doesn’t change the tax by itself
Default payment terms	Used for their orders instead of the default term

Where custom fields are set up for customers, you can also pick a field set. See custom fields.

A customer’s page

This is where you work a customer from, and where you change them: there is no separate edit page. Each section has its own Edit.

Along the top are New quote, New sales order, Add note, Add task and Tags. The sections are Customer Info, Notes, Status, Owner and Tax and terms.

Note

Edit on Tax and terms applies to new quotes and orders. Ones already made keep their tax and terms.

The tabs below show everything to do with the customer:

Tab	What it shows
Timeline	Everything that happened, including on their documents, newest first. Entries caused by an automation rule name the rule
Tasks	Their open tasks by due date. See Tasks
Quotes, Sales orders, Invoices	Their documents
Quote requests	What they asked for on the sites
Customer Contacts	Their people and addresses

Contacts and addresses

Customer Contacts holds a customer’s people and addresses: name, job title, email, phone, company and address. Two ticks matter:

• Billing marks the main contact. The company and phone shown in Customer Info come from it. The first contact you add becomes it.
• Shipping marks the delivery address. With no shipping contact, quotes and orders deliver to the billing address.

Each document keeps its own copy of the addresses, so changing a contact never changes a quote or invoice already made. To change a document’s address, edit it on the document while it is a draft.

Customers can change their own addresses too, from their account.

Tags and sectors

A sector is the one kind of business a customer is in. Tags are your own labels, as many as you like, such as VIP. Both can be filtered on in the list.

Change a customer’s tags with the Tags button on their page. Each change goes on the timeline, and can start an automation rule.

Quotes can carry tags too, but only automation rules put them on. The Quotes list can filter by a quote’s tags and by its customer’s tags.

The list

Besides name, email, rep, tier and sector, these columns can help:

Column	What it means
Repeat	Bought twice or more: two or more invoices that aren’t void
Last invoice	The date of their latest invoice
Sales	Invoices less credit notes, before VAT, in pounds
Live	Open quotes before VAT: draft, sent or accepted. Hidden until you turn it on
New	Quote requests waiting for a quote. Hidden until you turn it on

Filters include Rep, Active Customers, Sector, Tier, Repeat customers, Last updated and Tags. Managers and accounts staff can also export the list.

Deleting a customer

Only managers can delete a customer, from the row, a bulk action or More on their page. There is no way to bring one back from the admin panel, so check first.