Adding and Managing Customer Contacts

Customer contacts are the phone numbers, email addresses, and other contact methods stored on a customer's profile. You can add multiple contacts for the same customer, choose which notifications each contact receives, and mark a contact as unsubscribed if they have opted out of communications.

Who Can Access This

Role	Access Level
Administrator	Full access (add, edit, delete)
Office Manager	View and edit (add and edit; cannot delete)
Sales	View and edit (add and edit; cannot delete)
HR Admin	View and edit (add and edit; cannot delete)
Field Technician	No access

note

If you don't see this feature, your role may not have permission. Contact your administrator.

Overview

Every customer in Pulse can have one or more contact records attached to their profile. A contact record holds a single phone number or email address, the type of contact it is (such as Mobile Phone or Home Email), any internal notes, and the notification events that should be sent to that contact.

The Customer Contacts section lives inside the customer detail page. It always shows the primary contact at the top, followed by any additional contacts in order. Each contact shows the contact type, the phone number or email address, and any notifications or notes associated with it.

Customers can have as many contacts as needed. For example, a customer might have a mobile phone for appointment reminders, a home email for invoices, and a secondary number for emergencies.

How to Open Customer Contacts

1. Go to Contacts in the left sidebar.
2. Find and open the customer you want to update.
3. In the customer detail page, click Account in the section navigation on the left.
4. Scroll to the Customer Contacts card.

The card lists all existing contacts for that customer. It shows only the buttons your role allows: if you don't see Add Contact, the pencil icon, or the trash icon, your role can't add, edit, or delete contacts. Ask your administrator if you need that access.

From the Edit Customer drawer

You can also manage contacts without opening the customer's record:

1. Find the customer's name in the Contacts list, or on a job you open from the Schedule page.
2. Click the dropdown arrow next to the name and select Edit Customer.
3. In the Edit Customer Information drawer, go to the Contact Information section.

That section shows the same contacts. Adding, editing, and deleting work the same way there as in the Customer Contacts card, and each change saves right away. The drawer shows only the actions your role allows. See Edit Customer Drawer.

How to Add a Contact

1. In the Customer Contacts card, click Add Contact.
2. A panel slides in from the right titled Add Contact.
3. Select a Contact Type from the dropdown. Contact types include options like mobile phone, home phone, or email — the list is configured by your company.
4. Enter the phone number or email address in the Contact Information field.
5. Optionally add a note in the Notes field (up to 500 characters). Use this to add context like "work phone — do not call after 5pm."
6. Choose which notifications this contact should receive in the Notification Preferences section. Check each event type you want this contact to receive. Only email and cell phone contacts can receive notifications; for any other contact type the section says so and shows no checkboxes.
7. Click Add Contact to save.

The new contact appears in the list immediately.

How to Edit a Contact

1. In the Customer Contacts card, find the contact you want to update.
2. Click the pencil icon on the right side of that contact row.
3. The Edit Contact panel opens with the current values pre-filled.
4. Update any fields as needed.
5. To mark the contact as unsubscribed, check Contact has unsubscribed from communications at the bottom of the panel. An optional Unsubscribe Notes field appears so you can document why.
6. Notification preferences in edit mode save automatically as you check or uncheck each option — you do not need to click a save button for that section. They follow the contact's saved type: if you change the type (for example, from Home Phone to Cell Phone), click Update Contact first, then reopen the contact to choose its notifications.
7. Click Update Contact to save the other changes.

How to Delete a Contact

Administrators can permanently remove a contact from a customer's profile. Only roles that can delete contacts see the trash icon; see Who Can Access This.

1. In the Customer Contacts card, find the contact you want to remove.
2. Click the trash icon on the right side of that contact row.
3. A confirmation dialog appears. Review the details and confirm the deletion.

This action cannot be undone. If you are unsure, consider editing the contact to add an unsubscribe note instead of deleting it.

Understanding the Primary Contact

The contact marked with a gold star badge labeled Primary is the customer's preferred contact method. This is set on the customer's main profile record, not within the contacts list itself. The primary contact always appears at the top of the list.

To change which contact is primary, edit the customer's main profile and update the preferred contact field.

Notification Preferences

Each contact can be subscribed to specific notification events. Events might include appointment reminders, invoice delivery, job completion messages, and similar automated communications.

When you add or edit an email or cell phone contact, the Notification Preferences section shows all available notification events. Check the ones that apply to this contact. A contact will only receive the notifications you explicitly enable. Home, business and other phone numbers, and any other contact type, can't receive notifications: add the customer's email address or cell phone as its own contact instead. If one of those contacts still has notifications ticked from before, the section shows only those, so you can untick them. MaidCentral V2's manual add-notification list lets you add any notification to any contact type, but V2 only sends to email and cell phone contacts; Pulse allows only those two, so a ticked notification is one the contact will actually get. (Pulse reference D-54)

If a contact appears to not be getting messages, check:

1. Whether the correct notifications are checked on their contact record.
2. Whether the contact is marked as Unsubscribed.
3. Whether the contact type can receive notifications: an email contact gets email and a cell phone gets texts; other contact types get nothing.

Tips and Best Practices

• Add at least one contact for every customer so automated notifications have somewhere to go.
• Use the Notes field to flag important context like "prefer text over calls" or "billing contact only."
• When a customer asks to stop receiving messages, use the Unsubscribed toggle in edit mode rather than deleting the contact. This preserves the number or email address for reference.
• You can add multiple phone numbers for the same customer. Label them clearly using the contact type and notes so your team knows which to call first.
• Notification preferences save instantly in edit mode. There is no need to scroll down and click save after changing a checkbox.

Troubleshooting

What you see	Solution
No Add Contact button	Your role may only have view access. Contact your administrator to check your permissions.
The contact type I need is not in the dropdown	Contact types are configured in company settings. Ask your administrator to add the missing type.
A contact is not receiving notifications	Open the contact in edit mode and confirm the correct notification events are checked and the contact is not marked as Unsubscribed.
I cannot delete a contact	Only Administrators can delete contacts. Office managers and other roles can edit but not delete.
I saved a contact but it is not showing up	Refresh the page. If it still does not appear, check that the save completed without an error message.

Related Articles

• Contact Detail Workspace
• Managing Customers
• Contacts Table and Map Views