Click any customer's name to open their profile. It brings their contact details, vehicles, money, history and conversation together in one place. What you see depends on your role and plan. This tour goes top to bottom.
The header
The header shows their initials, name, "Customer since" and an Account owner dropdown (see Account owners and bulk actions). The buttons are:
- Portal link: send them their self-service link. See Sending a customer their portal link.
- Referral link: makes a link and copies it. See Customer referral links and rewards.
- Message: opens the Inbox on this customer.
- History PDF: opens a one-page service history card in a new tab.
- Start Sales Matrix: opens the in-store TV kiosk for this customer. It hides below the Growth plan.
- New Quote, New Invoice and Book Appointment, each starting with this customer filled in. The first two hide if your role can't create them.
The ⋯ menu holds Download customer data, Erase customer data and Delete customer. See Downloading or erasing a customer's data.
If the account has a hold, a red Account on hold banner shows the reason. See Putting a customer on hold.
Lifetime value and churn risk
The first panel adds up every paid invoice. It shows Lifetime (with the payment count), Avg ticket (with the invoice count), Last visit (days ago, with appointments, how many were done and any no-shows) and Open balance, which reads "needs collection" or "paid in full".
A badge reads Low, Medium or High churn risk. Hover over it for the score out of 100, based on days since the last visit and any unpaid balance. For Medium and High, a Why this score note explains. With no invoices or appointments yet, the panel says the score will appear once there's activity.
Balance and last contact
Below it are up to two cards. Outstanding balance only appears when they owe money and has a Send statement button, which texts them the portal link showing their balance. Last contact shows how long ago, the date, and a chip for SMS, Email, Call or Appointment.
AI cards, history and stats
Two collapsed AI cards sit next, covered in AI customer insights. Then comes Service history, newest first, with counts of completed, no-show and canceled visits. Click a visit to open it.
A vehicle with a full 17-character VIN also gets a Vehicle history card. It shows sample data only. See How to add a vehicle to a customer's profile.
Four tiles then show Total Spent, Quotes, Appointments and Vehicles.
The cards
- Contact: email, click-to-call phone, address, company with a Fleet badge, notes, tags and source. A SMS opted out badge shows if they texted STOP. A heads-up lists possible duplicates, and nothing merges by itself. The pencil edits. See Editing a customer's full record.
- Vehicles: add, edit, or open a vehicle's own page. See The vehicle profile page.
- Tasks & follow-ups: see Customer tasks.
- Notes: read-only notes written from the Leads hub. It only shows when there are notes.
- Calls: their recent calls from your phone system. It only shows if your shop has a phone system or logged calls.
- Quotes, Appointments, Invoices and Warranty: each lists what's on file.
- Sales plays for this customer: upcoming and past Playbook messages.
- Activity log: every change touching this customer. It opens on the Playbook filter, and you can switch to all.
The Conversation panel
The Conversation card holds your full text and email history with them, plus a box to send a new message. If you can't text this customer, for example because they texted STOP, the card says why.
Things to know
- Editing, deleting and vehicle changes need permission to manage customers.
- If a customer comes from another location through HQ data sharing, a banner says the vehicles, quotes, invoices and appointments below reflect only your shop.
Frequently asked questions
Q: What is the churn risk badge based on?
A: A score out of 100 based on how long since their last visit and any unpaid balance. Hover over the badge to see the score.
Q: Why is there no Outstanding balance card?
A: It only appears when the customer owes money. With nothing owed, you'll just see the Last contact card.
Q: Why can't I see the Calls or Notes cards?
A: They hide themselves when there's nothing to show. Calls also needs a phone system connected or logged calls.
Q: What does Send statement do?
A: It texts the customer their portal link, which shows their balance and invoices and lets them pay.