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Customer Profile Tab

The Profile tab is where your team manages everything that defines how you work with a specific customer. It brings together contact methods, technician preferences, and the customer's portal account in one place so your team always has the right information before a service visit.

Who Can Access This​

RoleCustomer ContactsTechnician PreferencesPortal Account
AdministratorFull accessFull accessView and manage
Office ManagerView, add, editFull accessView
SalesView, add, editFull accessView
HR AdminView, add, editFull accessView
Payroll AdminView, add, editFull accessView
Field TechnicianNo accessNo accessNo access
note

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

How to Open the Profile Tab​

  1. Go to Office > Contacts.
  2. Click a customer's name to open their detail workspace.
  3. Select Profile from the left navigation.

Customer Contacts​

The Customer Contacts section lists every phone number, email address, and other contact method saved for this customer. Each entry includes a type (Mobile, Home, Work, Email, and so on), notification preferences, and an unsubscribe flag.

The contact marked as Primary appears in the page header next to the customer's name. Use this section to keep that information current so your team always has a working number or email before they pick up the phone or send an invoice.

Adding a Contact Method​

  1. Click Add in the Customer Contacts section.
  2. Select a Contact Type from the dropdown (Mobile, Home, Work, Email, etc.).
  3. Enter the Contact Value (phone number or email address).
  4. Set Notification Preferences — choose which messages this contact receives. An email contact gets them by email and a cell phone by text; other contact types can't receive notifications.
  5. Toggle Unsubscribed if the customer has opted out of marketing messages.
  6. Click Save.

For a detailed walkthrough of contact types, notification options, and best practices, see Adding and Managing Customer Contacts.

Editing or Removing a Contact Method​

  1. Click the edit icon on the contact card you want to change.
  2. Update the details and click Save.

To remove a contact:

  1. Click the delete icon on the contact card.
  2. Confirm the removal in the dialog.

Technician Preferences​

The Technician Preferences section records which technicians work well with this customer and which ones should be avoided. Your scheduling team can use this information when assigning jobs to make sure the right technician always shows up.

Preferences are divided into three categories:

CategoryColorMeaning
PreferredGreenCustomer enjoys working with this technician. Assign when possible.
RequiredAmberCustomer has specifically requested this technician. Do not schedule without them.
AvoidRedCustomer has had a negative experience with this technician. Do not assign.

Each preference card shows the technician's name, any notes your team added, and the date the preference was recorded.

Adding a Preference​

  1. Click Add next to Preferred, Required, or Avoid depending on the type.
  2. Search for the technician by name.
  3. Optionally add a comment explaining the preference (for example, "Customer specifically asked for Maria" or "Complained about quality in June").
  4. Click Save.

Removing or Unblocking a Technician​

  • Preferred / Required: Click the trash icon on the technician card and confirm removal.
  • Avoid: Click the refresh icon on the technician card to unblock the technician. The icon reflects that this action lifts a block, not just removes a preference.
note

A technician can only appear in one category at a time. Adding the same technician to a second category will prompt you to confirm the change.

Customer Portal Account​

The Customer Portal Account section appears when your company has the Customer Portal feature enabled. It lets you create and manage the login account a customer uses to access their own portal — where they can view upcoming jobs, pay invoices, and manage their profile.

note

The Customer Portal section only appears if this feature is enabled for your company. Contact your administrator to check your portal settings.

Creating a Portal Account​

When a customer does not have a portal account yet, the section shows a No Portal Account message.

  1. Click Create Account.
  2. The Invite Customer dialog opens.
  3. Confirm the customer's name and email address.
  4. Click Send Invite.

The customer receives an email with a link to set up their password and access the portal.

Managing an Existing Account​

Once a portal account exists, you can see:

FieldDescription
Account StatusCurrent state: Active, Suspended, Pending, or Locked
Login EmailThe email address used to log in, with a Verified badge if confirmed
UsernameThe customer's chosen username (if set)
Two-Factor AuthWhether two-factor authentication is enabled on the account
Last LoginDate and time of the customer's most recent login
Password ChangedDate the password was last updated
Failed Login AttemptsCount of recent failed login attempts (shown in red if non-zero)

Changing Account Status​

Use the status dropdown next to the current status badge to change the account state:

StatusWhen to use
ActiveNormal state — customer can log in
SuspendedTemporarily block access (for example, an unpaid account)
PendingAccount created but invitation not yet accepted
LockedAccount locked due to too many failed login attempts

Sending a Password Reset​

If a customer cannot log in and needs to reset their password:

  1. Click Send Password Reset in the Login Credentials section.
  2. The system sends a reset link to the customer's email.

Recent Login History​

The bottom of the portal account section shows the last five login attempts. Each row shows:

  • Whether the attempt succeeded (green check) or failed (red alert)
  • The general location and IP address
  • The date and time

This history is useful when a customer reports being locked out or suspects unauthorized access to their account.

Tips and Best Practices​

  • Set the primary contact before the first job. The primary contact method shows in the page header throughout the customer record. Make sure it is a mobile number or email your team can actually reach.
  • Add notes to technician preferences. A preference with no context is harder to act on. Note the reason so the scheduling team understands why it matters — especially for Avoid entries.
  • Use Required sparingly. Required preferences block flexible scheduling. Only use Required when the customer has made it a firm condition of service.
  • Send portal invites at signup. Customers are more likely to activate a portal account when the invite arrives shortly after becoming a client, while the service is still top of mind.
  • Check failed login attempts if a customer calls for help. A non-zero failed attempts count usually means the customer is trying the wrong password or email. Offer to send a password reset.

Troubleshooting​

What you seeSolution
Profile tab is not visible in navigationYour role may not have permission to view this section. Contact your administrator.
Cannot delete a contact methodOnly administrators can delete contact methods. Office Manager and Sales roles can add and edit but not delete.
Customer Portal Account section is not visibleThe Customer Portal feature may not be enabled for your company. Contact your administrator to check portal settings.
Create Account button is not availableYour role may not have permission to create portal accounts. Contact your administrator.
Send Password Reset button is not sendingConfirm the customer's email address is correct and their inbox is not blocking system emails. Check the email address in the contact list above.
Technician Preferences section is empty but you expected entriesPreferences may have been deleted. Check with your scheduling team or administrator. Technicians with Field Technician roles cannot view this section.
A technician's name appears twice in search resultsThe same technician may exist in multiple branches. Select the one that matches your current branch.