Two cards on a customer's page help you respect what's going on with that customer: Account hold warns your team before new work is booked or billed, and Text messages records a request to stop texting that the customer gave you some other way than replying STOP.
Both cards can be changed by anyone with permission to manage customers. By default that's everyone except technicians. Others see the cards read-only.
Putting a customer on hold
Use a hold for a collections issue, a banned customer, or anyone your team should check on before taking on more work.
- Open the customer's page.
- On the Account hold card, turn on On hold.
- Type a Reason, for example "Owes $400 from the 6/12 job — verify payment before booking again". A reason is required.
- Click Save.
A red Account on hold banner with your reason then shows at the top of the customer's page, and the card shows the date the hold started.
To lift the hold, turn On hold off. It clears right away.
Where your team sees the warning
A hold doesn't block the customer outright. It warns staff and makes them confirm before going ahead. The warning This customer is on account hold shows, with your reason, when someone starts:
- A new quote
- A new invoice
- A new appointment
- A Quick Sale
- A package in the package builder
- A booking from the Leads scheduler
- A visit for a flat glass lead
Owners, admins and managers can tick I've reviewed this and want to proceed anyway (or want to book anyway in the Leads scheduler) and continue. Everyone else sees "Only an owner, admin or manager can override an account hold — ask one of them to finish this." Every override is recorded in your shop's audit log.
On the customer-facing Sales Matrix screen, the reason is never shown. The screen just asks the customer to see a team member.
If a customer on hold tries to book online, the booking isn't made. They see a neutral message, and your shop gets a new-lead alert so someone can call them back.
Recording "stop texting me"
If a customer tells you by phone, in person or by email to stop texting them, record it so no more texts go out:
- Open the customer's page. The Text messages card shows when the customer has a phone number.
- Click Customer asked us to stop texting.
- Optionally fill in How did they tell you?, for example "Called the shop on 10/2 and asked for no more texts".
- Click Stop all texts.
This turns off every text to that customer, the same as if they had replied STOP. That includes reminders and receipts by text.
Turning texts back on
Staff can't undo a stop-texting request. The card says how the customer can turn texts back on:
- If your shop texts from its own number, the customer can text START to that number.
- If your shop texts from the shared SalesThumb number, the card warns you before you confirm that the customer can't currently turn texts back on by text.
Once texts are off, the card shows the date and how the request was recorded.
Frequently asked questions
Q: Does an account hold stop my team from booking the customer?
A: Not completely. It shows a warning with your reason, and an owner, admin or manager can choose to proceed anyway. Online bookings from a customer on hold are not made.
Q: Who can override an account hold?
A: Only owners, admins and managers. Other roles see a message asking them to get one of those people to finish.
Q: Can I turn texts back on after recording a stop request?
A: No. Only the customer can, by texting START to your shop's own number. If your shop texts from the shared SalesThumb number, they can't currently turn texts back on by text.
Q: Does stop texting also stop appointment reminders?
A: Yes. It turns off every text to that customer, including reminders and receipts.