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Contact Detail Workspace

The Contact Detail Workspace is your central hub for working with a single customer or lead. From here you can review job history, update contact information, add notes, manage billing, and take quick actions — all without leaving the record.

Who Can Access This​

RoleAccess Level
AdministratorFull access — view, create, edit, and delete
Office ManagerView and edit — no delete on contacts or notes
SalesView and edit — no delete on contacts or notes
HR AdminView and edit — no delete on contacts or notes
Payroll AdminView and edit — no delete on contacts or notes
Field TechnicianNo access
note

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

How to Open a Record​

  1. Go to Office > Contacts.
  2. Find the person in the table or map view.
  3. Click their name (or the map pin) to open their detail workspace.

The active section stays in the URL, so you can refresh the page or share the link without losing your place.

On desktop, a sidebar on the left lists all available sections. Click any item to jump directly to that part of the record.

On mobile, tap the menu icon in the top-left corner to open the section navigation. Choose a section and the panel slides into view.

The workspace adapts based on whether the record is a customer or a lead. Leads have fewer sections since they have not yet been converted to active service accounts.

Customer Sections​

Overview​

The Overview section gives you a snapshot of the customer's relationship with your business. It shows:

  • Key metrics — total jobs, revenue, average rating, and satisfaction score
  • Customer summary — name, status, tags, and primary contact info
  • Property details — the primary service address
  • Recent activity — recently completed services and invoices; click a row to open that job
  • Jobs timeline — a horizontal view of jobs from the past six months
  • Payment and billing status — outstanding balance and payment method on file

Use the View All links in each card to jump directly to the related section.

Profile​

The Profile section manages the account-level details for this customer. It contains three main areas:

Customer Contacts — Phone numbers, email addresses, and other contact methods linked to this customer. Each contact can have a type (e.g., Mobile, Home, Email), notification preferences, and an unsubscribe flag. The contact marked as Primary appears in the page header. See Adding and Managing Customer Contacts for step-by-step instructions.

Technician Preferences — A list of preferred, required, and avoided technicians for this customer. You can add or remove preferences from this section. Preferences help dispatchers assign the right team.

Customer Portal Account — If the customer portal feature is enabled, this area shows whether the customer has a portal login:

  • No account yet — a "No Portal Account" message appears with a Create Account button that opens the invite dialog.
  • Account exists — an Account Status panel shows the login status badge (Active, Pending, or Locked) with a button to enable or disable the account (disabling immediately signs the customer out of any active portal sessions), and a Login Credentials panel shows the login email (with a Verified badge, and a badge if it differs from the customer's contact email), a Send Password Reset button, two-factor authentication status, last login time, password-changed time, and a failed-login-attempts count if any attempts have failed.
  • If the account information fails to load, an inline error message appears — refresh the page to retry.

Service Locations​

This section lists all properties and service sets linked to the customer. A service set is a scheduled cleaning plan for a specific address. Each entry shows the address, frequency, next scheduled job, and active status.

Click any service set to see more details or to open the associated job from the schedule. The View next job link opens the job detail drawer directly.

If no properties exist yet, this section prompts you to add the first one.

Jobs​

The Jobs section appears only when the customer has at least one active service set. It shows the full job history with filters and sorting options. You can:

  • Filter by date range, status, and team
  • Click any job row to open the Job Detail drawer
  • See scorecards and ratings attached to past jobs

This section covers the same jobs shown in the Overview timeline but with full filtering and pagination.

Notes​

The Notes section holds all internal notes attached to this customer. Notes are visible to office staff and are not shared with the customer. Each note shows the author, date, and full text.

To add a note, click the Add Note button in the page header at any time — you do not need to navigate to the Notes section first.

Billing​

The Billing section appears only when at least one payment or accounting integration is active for your company (Stripe, Authorize.net, Paystri, or QuickBooks). It shows:

  • Saved payment methods on file
  • Billing addresses
  • Credit balances

From here you can add or set a default billing address. Administrators can also delete billing addresses.

If you do not see this section, your company may not have a payment integration enabled.

Invoices​

The Invoices section also requires an active billing integration. It lists all invoices generated for this customer with their status (draft, sent, paid, void). Click any invoice row to open the Invoice Detail drawer.

Quotes and Agreements​

This section lists all quotes sent to the customer and any signed service agreements. It appears only when the Quoting feature is enabled for your company.

Click any quote to open the quote workflow. Quotes in the Sent or Viewed status can be converted to a service agreement from this section.

Attachments​

The Attachments section stores files related to this customer — inspection reports, signed documents, photos, and more. It appears when the Documents feature is enabled. You can upload files directly from this section or drag and drop them onto the upload area.

Pulse Connect​

Pulse Connect shows the two-way SMS and messaging thread with this customer. It appears when the Messages feature is enabled. From here you can read prior messages and send new ones without leaving the customer record.

Lead Sections​

When you open a lead (a potential customer who has not yet been converted), the workspace shows a simplified set of sections.

Overview — Key details about the lead: name, company, city/region, quote status, and source. The lead header shows Add Note, Edit Lead (until the quote is booked), Convert to Customer (leads not yet linked to a customer) and the ⋮ menu. A quote saved for an existing customer shows Customer: with a link to that customer until it is booked.

Notes and Activity — All notes added to this lead, including automated activity entries when quotes are sent or viewed.

Quotes and Agreements — Quote history for this lead. Available when Quoting is enabled.

Pulse Connect — Messaging thread with this lead. Available when Messages is enabled.

When a lead's quote is booked, a banner appears at the top of the lead record with a link to the customer profile. A quote saved for an existing customer shows no banner until it is booked.

Header Actions​

The page header shows the person's name, status badge, star rating (customers only), and primary contact info.

QuickBooks balance. When your company is connected to QuickBooks Online, a customer's header also shows their live QuickBooks balance next to the status badge — the same balance QuickBooks itself shows: a red Overdue $X badge when any QuickBooks invoice is past due (hover it to see the full open balance), otherwise an amber Owes $X badge when the customer owes money, or a green Credit $X badge when QuickBooks shows a credit. Click View billing beside the badge to open the customer's Billing section (the Billing Info tab in the Classic layout). No badge means nothing is owed, or the customer is not linked to a QuickBooks customer. The balance refreshes when QuickBooks reports a change and can otherwise be up to a day old. QuickBooks balance unavailable means QuickBooks could not be reached. It does not mean the balance is zero. QuickBooks features may need to be turned on for your company. If you don't see the badge on a linked customer who owes money, contact your administrator.

The header also provides quick-access buttons:

ButtonWhen it appearsWhat it does
Add NoteAlwaysOpens the Add Note drawer for a quick note
EditCustomer recordsOpens the Edit Customer drawer to update name, address, tags, and other account fields
View as CustomerAuthorized office roles, when the customer has a portal login and is an eligible lower-level userOpens the customer portal with that customer's access. Also available in the Customer Portal Account card at the bottom of Overview (the User Account tab in Classic), where it is shown grayed out when the customer has no portal login.
Edit LeadLeads whose quote is not booked yetOpens the Edit Lead drawer
Convert to CustomerLeads not yet linked to a customerStarts the lead-to-customer conversion flow

Tips and Best Practices​

  • Use the Overview first. The Overview section is the fastest way to understand a customer's history before a call or visit.
  • Add notes from the header. You don't need to navigate to Notes — click Add Note from anywhere in the record.
  • Share deep links. The section is stored in the URL, so you can share a link that opens directly to Billing or Attachments.
  • Check the Jobs timeline. The horizontal timeline in Overview shows any gaps in service at a glance.
  • Set a primary contact. Mark one phone or email as the primary contact so it appears in the header for quick dialing or emailing.

How do I lock a customer as "do not service"?​

On the customer's Contact Details page, open the triple-dot menu in the top actions and choose Lock Customer. You have to enter a reason (up to 500 characters). A locked customer can still be viewed, but actions such as scheduling a job are blocked, and your team sees the reason you entered. To remove it, choose Unlock Customer from the same menu.

How do I delete a customer?​

On the customer's Contact Details page, open the triple-dot menu in the top actions and choose Delete Customer, then confirm. Only Administrators see this option.

Deleting is permanent. The customer, their service locations, service sets, jobs, contact and billing details, agreements, notes and attached files are removed and can't be restored. Any quotes for the customer are kept, but they go back to Needs Contacted as leads and their booking notes are removed.

A customer with any job that has a time sheet can't be deleted, because they have service history. Lock the customer instead.

Troubleshooting​

What you seeSolution
A section (Billing, Invoices) is missingThat section requires a payment or accounting integration. Contact your administrator to check integrations.
Quotes and Agreements section is hiddenQuoting must be enabled for your company. Ask your administrator.
Jobs section is not visibleThe customer has no service sets yet. Add a service location and schedule a service first.
Attachments section is not showingThe Documents feature must be enabled. Contact your administrator.
Enabling or disabling the portal account, changing the login email, or Send Password Reset fails with "This login also belongs to a staff account"The customer's portal login is shared with a staff account, so it can't be changed from the customer record. Manage it from the technician profile or User Management instead.
Enabling or disabling the portal account, changing the login email, or Send Password Reset fails with "This user also has access to another company"The customer's portal login also signs in to another company, so only MaidCentral support can change it. Contact MaidCentral support.
"View as Customer" button is missingConfirm User Impersonation is enabled, you have Start permission, the customer has a portal login, and the customer is eligible under your access level.
Notes saved but not appearingRefresh the section. If the issue continues, verify your note permissions with your administrator.
Delete Customer is missing from the triple-dot menuOnly Administrators can delete customers. Ask an Administrator.
Deleting fails with "This customer cannot be deleted because there are jobs with time sheets."At least one of the customer's jobs has a time sheet, so the customer has service history and can't be deleted. Use Lock Customer instead.
Deleting fails with "This customer has other records linked to it and cannot be deleted."Something else still points at this customer, such as a customer portal login or a gift card. Lock the customer instead, or contact MaidCentral support.
Convert to Customer is missingThe lead is booked or closed, or its quote was saved for a customer who already exists. For that quote, use Book on the quote instead.