Customer contacts
A customer can have any number of contact people, each with their own details and communication roles that record what they deal with — sales, accounts, invoices, statements and so on. One contact is the primary contact. Contacts are managed on the Contacts tab of the customer's Account page.
Before you begin
- Sign in with the correct Organization selected.
- You need an existing customer — see Add a customer.
- Contact people are optional. The name, email and phone on the customer record itself remain, and are used when no contact person exists.
Open the customer's page
- Go to Contacts → Customers.
- Select the customer's Company Name to open its page.
- The Contact people card sits below the Customer Information card, alongside Addresses. (From the customer's Account page, the Contacts & Addresses button at the top right brings you here.)
Add a contact
- Select Add contact.
- Enter the person's details: title, first and last name, job title, department, email, phone, mobile and any notes.
- Optionally choose an associated location — one of the customer's addresses, recording which site the person is based at. See Manage customer addresses.
- Tick the person's communication roles (see below).
- Save.
The first contact you add automatically becomes the customer's primary contact.
Communication roles
Roles record what each person deals with. A contact can hold any combination, and more than one contact may hold the same role:
- General
- Sales
- Accounts
- Invoice recipient
- Credit-note recipient
- Statement recipient
- Quote recipient
The recipient roles drive the send screens. When you email an invoice, credit note, quote or statement, the To field is pre-filled with the first contact holding that document's recipient role, and any other holders of the same role are suggested as CC. If nobody holds the role, the primary contact is suggested; failing that, the customer's account email. The suggestion is only a starting point — you can always change the addresses before sending. Automatic payment reminders follow the same order using the Invoice recipient role.
The primary contact
Exactly one active contact can be primary — the main person you deal with at the customer, shown with a green badge. The first contact added becomes primary automatically; to switch, select Make primary on another contact.
Edit, archive and restore
- Edit a contact to change their details, associated location or roles.
- Archive a contact who has left or is no longer relevant; Restore brings them back.
Warning: Archiving the primary contact clears the primary status — no other contact is promoted automatically. Pick a new primary yourself with Make primary.
What happens next
Every change — adding, editing, archiving, restoring, and changes to roles or the primary contact — is recorded in the organisation's audit trail.
Troubleshooting
- The customer has no primary contact. The primary was probably archived. Select Make primary on the contact you want.
- Emails go to the wrong person. Check the customer's contacts and their email addresses, or override the recipient in the send window when you email a document.