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Edit Customer Drawer

The Edit Customer drawer lets you update the core details of a customer record — name, contact information, billing terms, how they found you, recurring tip, preferences, tags, and internal notes. You can access it from the customer detail page header.

note

The Edit button appears on customer records only. Lead records use a separate edit workflow.

Who Can Access This​

RoleAccess
AdministratorFull access
OfficeFull access; cannot delete contacts
SalesFull access; cannot delete contacts
HR AdminFull access; cannot delete contacts
Payroll AdminFull access; cannot delete contacts

How to Open the Drawer​

  1. Go to Office > Contacts and open a customer's record.
  2. In the page header, click the Edit button (next to Schedule Job).
  3. The Edit Customer Information drawer slides in from the right.

What You Can Edit​

The drawer is organized into six sections.

Basic Information​

FieldRequiredNotes
First NameYes—
Middle NameNoOptional — leave blank if not needed
Last NameYes—
Company NameNoUse for commercial or business customers

First, Middle, and Last Name appear in a three-column row. Both First Name and Last Name are required to save.

Contact Information​

This section lists the customer's phone numbers, email addresses, and other contact methods. It is the same list shown in the Customer Contacts card on the customer detail page, so a change made in either place appears in both.

Each row shows the contact type and the phone number or email address. The customer's preferred contact carries a Primary badge and appears first.

  • Click Add Contact to add a contact method. An empty list also shows an Add First Contact button.
  • Click the pencil icon on a row to change that contact.
  • Click the trash icon on a row to remove it. A confirmation dialog shows the contact's type and value before anything is deleted.

You only see the buttons your role allows. A role that cannot delete contacts, for example, does not see the trash icon.

Adding or editing opens the Add Contact or Edit Contact panel over the drawer. Its fields are covered in Adding and Managing Customer Contacts.

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Contact changes save right away, each with its own confirmation message. They do not wait for Save Changes, and Cancel does not undo them.

Billing & Settings​

FieldDescription
Billing TermsSelect the customer's billing term (for example, Credit Card, Check, Invoice, or Batch Invoice). See Billing Terms
Customer SourceHow the customer found your business — used for tracking marketing channels
Recurring TipA default dollar amount added as a tip to each service visit. Set to $0.00 to disable

The Customer Source dropdown pulls from your company's customer sources; if a source is missing, an administrator can add it under Settings > Customer Experience > Customer Sources. The Billing Terms dropdown uses a fixed list that can't be edited in Pulse today.

Preferences​

Two checkboxes control customer-specific payment and review behavior.

Disable CC Preauthorization

When checked, credit card preauthorization is skipped for this customer before each service. This overrides the company-level preauthorization setting for this customer only. A link to the company-wide billing settings appears below the checkbox.

Opted Out of Reviews

When checked, the customer will not be prompted to leave a public review when they respond to a post-job scorecard. Check this if a customer has asked not to receive review requests.

Tags​

Tags let you label customers for filtering, reporting, and segmentation. Your company's available customer tags appear here as clickable chips.

  • Click a tag chip to select it. Selected tags appear highlighted.
  • Click a selected tag again to remove it.
  • The number of selected tags is shown below the chips.

Selected tags are saved when you click Save Changes. A tag your administrator has turned off is not shown here, and saving the drawer removes it from the customer.

If no tags appear, ask your administrator to set up customer tags in Settings > Team & Operations > Skills & Tags.

Internal Notes​

Internal Memo is a free-text field for staff notes about this customer. These notes are only visible to your internal team — they are never shown to the customer.

Use this field for notes that don't fit in a job or service instruction, such as preferred contact times, internal account status notes, or context for your billing team.

Saving Changes​

Click Save Changes at the bottom of the drawer to apply your edits. Click Cancel to close the drawer without saving them.

If a required field is missing, the field will be highlighted and the drawer will not save until it is filled in.

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Apart from Contact Information, the drawer does not auto-save. Changes to the other sections are only applied when you click Save Changes. Contacts you added, edited, or deleted are already saved and stay that way even if you click Cancel.

Tips​

  • Use Company Name for all commercial accounts. Even if the customer's name is on file, adding a company name makes it easy to identify business accounts at a glance in the contacts table and on invoices.
  • Set Recurring Tip at sign-up. If a customer commits to tipping at a specific amount, record it here so it's automatically included on every job. Technicians won't need to track it separately.
  • Use Customer Source consistently. Accurate source data makes your marketing reports meaningful. If you use a referral program, set a source like "Customer Referral" so you can measure how many bookings come from word-of-mouth.
  • Use the Internal Memo for billing exceptions. If this customer has a special payment arrangement, a credit limit, or a note for your bookkeeper, put it here. It stays on the account and is visible to anyone who opens the record.
  • Disable CC Preauth selectively. Most customers should keep preauthorization enabled. Only disable it if there is a specific business reason — for example, a commercial account invoiced monthly instead of charged per service.
  • Tags are searchable. After tagging customers, use the Contacts table filters to find all customers with a given tag. This is useful for targeted follow-ups or bulk operations.
  • Opted Out of Reviews is permanent until unchecked. If a customer later agrees to receive review requests, simply uncheck the option here.

Troubleshooting​

What you seeSolution
Edit button is not visibleThe Edit button only appears on customer records, not leads. Confirm you are viewing a customer, not a lead.
Customer Source dropdown is empty or missing a sourceYour company may not have customer sources set up yet. An administrator can add them under Settings > Customer Experience > Customer Sources. Billing terms come from a fixed list and can't be added.
Tags section shows "No customer tags defined"Customer tags have not been set up in your company settings. Ask your administrator to add customer tags in Settings > Team & Operations > Skills & Tags. (The message in the drawer still says "Settings > Tags"; that is the same page.)
Save Changes fails with an errorCheck that First Name and Last Name are both filled in. If the error persists, note the message and contact your administrator.
The Contact Information section shows Error loading dataThe contact list could not be loaded. Click Try again. If it keeps failing, your role may not be allowed to view contacts; contact your administrator.
Add Contact, the pencil icon, or the trash icon is missing from Contact InformationThe drawer hides contact actions your role is not allowed to use. By default only Administrators can delete contacts. Contact your administrator if you need a different level of access.
Recurring Tip shows a validation errorThe tip amount must be a positive number (or zero). Letters and symbols are not allowed.
I cannot find the Edit button on mobileOn smaller screens, the Edit button label is hidden but the icon is still visible. Look for the pencil icon in the header action bar.