Client Profile

Open a customer from Clients to visit /clients/[id]. The V2 profile is a compact 360-degree workspace backed only by records the signed-in team member may access.

Header and quick actions

The header shows the client name, relationship, active status, a health badge (see Health status), primary phone, primary email, first active property, and parent portfolio when applicable.

Available actions depend on real data and the client type:

• Call opens a fixed tel: link only for a valid normalized phone.
• Email opens a fixed mailto: link only for a valid email.
• Open inbox opens the shared Inbox without pretending a conversation or

recipient has already been selected.

• Message starts or reuses the one conversation for this exact client

(matched by client ID, never a name search, so a name collision cannot pick the wrong customer) and opens it in the Inbox with the composer focused. Clean Estimate tries each of the client's office locations in turn and uses the first one with a consented phone or email; if none has a usable destination, the action explains why instead of opening an empty thread. Hidden for company portfolios, which are not a message target.

• New lead and New estimate are available only for active standalone

clients and active service sites.

• Edit client updates first name, last name, business name, primary phone,

primary email, status, lead source, and internal notes. Existing primary phone and email values are prefilled; entering either value on a client with no primary contact creates that contact using the client identity. Clearing a value removes the active method while retaining its communication history; secondary contacts are left unchanged. Legacy full-name records keep their saved name until you intentionally edit the identity fields.

A deactivated record provides a reactivation action. Reactivating a company portfolio does not turn it into a work owner.

Saves from dialogs opened on a client profile stay attached to the dialog that started them. If you close the dialog or navigate away before an estimate, contact, property, client, or lead save finishes, its delayed result cannot redirect the page or close a newer replacement dialog.

Customer tags

The shared Customer tags editor sits below the profile header. Open it to search or select existing labels, clear labels that no longer apply, or create a new organization-wide tag. Select Save tags to replace the customer's saved assignment with the exact current selection. The same labels and colors appear in the Clients directory and web Pipeline filters.

Relationship-aware metrics

For a standalone client or service site, the metric strip shows open leads, linked estimates, linked jobs, and succeeded customer payments less refunds.

For a company portfolio, it instead shows visible service sites, active sites, active portfolio contacts, and permitted child-site customer payments. This avoids presenting false zero lead, estimate, or job counts on a profile that does not directly own work.

Overview

Contacts

The Contacts panel lists each contact, role, active status, phone and email methods, preferred-method badges, and separate service-message and marketing permission states.

You can:

• add a contact with a V1-aligned role: Primary, Decision maker, Billing,

On-site, or Other;

• edit the contact name, role, and active status;
• append a normalized phone or email and make the new method preferred;
• allow or revoke service texts on a phone and service emails on an email;
• record how a service-message grant was received and optionally retain a

permission note;

• grant or revoke SMS marketing on a phone or email marketing on an email,

separately from service permission.

When adding a phone, enter a complete 10-digit North American number, an 11-digit number beginning with 1, or a supported international number beginning with + and its country code. The form identifies invalid entries before saving; extensions, letters, and country-ambiguous formats are not guessed.

Service messages cover estimates, appointments, invoices, and job updates. Marketing covers promotions and campaigns. One does not imply the other. Every service grant or revocation is appended to the consent audit history with the signed-in teammate; an older event is never silently rewritten.

A new contact method — from this panel, the client or lead form, a lead connector, a CSV or properties import, customer self-booking or the customer portal, canvassing, or mobile — starts with texting and email consent on file for service messages, recorded automatically the moment the phone or email is added. The consent history shows this as consent was on file when they were added (or, for a contact method that existed before this default shipped, consent was already on file (backfilled 2026-09-18)). A later STOP reply, unsubscribe click, or staff-recorded revoke still overrides this default, the same as it overrides any other grant. Marketing consent is not covered by this default and stays opt-in. Automated phone calls and voicemail drops also stay off for a contact whose only consent is this default — placing an automated call or voicemail drop still requires consent a staff member explicitly recorded.

New grants require an active customer, an active contact, a valid destination, and the teammate's current access to one of the customer's offices. Revocation remains available for an archived customer or contact so an old permission can always be withdrawn safely. When a new grant is unavailable, the contact card explains what must be corrected and keeps any applicable revoke action visible.

Existing contact methods are retained as communication identity records rather than being silently overwritten. Deactivate the contact or add a corrected preferred method when contact identity changes.

Custom fields

The Custom fields card sits beside Client details and shows every organization-wide custom field with this client's saved value: text, number, date, or single-select. Lead source shows alongside it. Teammates with Manage pipelines can add a field with + Add field or archive one that is no longer needed; values already saved against an archived field are kept. Saving several fields at once applies as one save.

Service properties

Standalone clients and service sites list saved properties with office, status, and access notes. Add or edit a property with a structured address, optional Address 2 / Suite, office ownership, and access instructions. An archived property remains in the record but is not offered as an active work location.

From the Service properties panel, Import properties downloads a CSV template (label, address, city, state, zip, notes, primary) and uploads a completed file for this one client. Each row is validated independently: a bad row does not block its siblings, and a row that duplicates another row in the same file or a property already on file for this client (matched on address, city, state, and zip) is rejected on its own. The import is capped at 200 rows and returns a per-row report, on screen and downloadable, naming exactly which rows were skipped and why.

When a service property has saved photos, Service properties includes a read-only viewer. Choose View intake photos to open it or Hide intake photos to close it. It loads completed photos you are authorized to see; Load more photos retrieves additional results as needed. This viewer does not add, edit, or delete photos.

Company portfolios show the child service sites visible in the signed-in member's office scope instead. Open the correct site before adding property or work.

Work

The Work tab is available for standalone clients and service sites. It groups the real linked records:

• Leads: pipeline stage, appointment, service address, and stored value;
• Estimates: type, current status, total, and updated date;
• Jobs: title, kind, status, and scheduled calendar date.

Select a row to open the full lead, estimate, or job workspace. Jobs shown here include accepted proposals, authorized repeat work, and standalone jobs created from Calendar. A new job's visible job number appears with its title; legacy jobs created before numbering can remain unnumbered.

Communication

The Communication tab opens two nested views for the exact client:

• Messages lists conversations newest first with channel, unread and

needs-reply state, missed-call status, the last preview, and last activity time. Select a conversation to open the real thread in the shared Inbox. Use Load older messages to continue through a long conversation history.

• Activity keeps estimates, jobs, invoices, leads, message summaries, and

CRM activity in one chronological list from the offices the signed-in teammate may access. Each row shows its date, a safe summary when the source permits one, and a View action when the linked record is available. Phone calls, voicemails, and internal notes keep safe event summaries; transcripts, full message bodies, and attachments are not shown.

Both views use the same current-client, office, Inbox, and record permissions as their linked workspaces. If the first page cannot load, select Try again. If a continuation is no longer available, select Reload messages or Reload activity to start again in the current scope.

Invoices

The Invoices tab lists the client's real standalone V2 invoices with invoice number, service address, and the visible Amount, Balance, Status, Issued, and Due fields. Select an invoice number to open its office detail. The first 25 rows load with the profile; use Load older invoices for the complete history, including invoices created close together. A company portfolio rolls up only the child-site invoices the signed-in member may see and cannot own a new invoice itself.

Payments

The Payments tab lists settled customer payments connected through the client's estimates, jobs, invoices, or frozen exact-work repeat orders. The order-backed path keeps a settled prepayment visible even before its repeat-work job is materialized, but only when the payment and order match the same customer, organization, office location, and connected Stripe account. Each row shows the payment kind, status, paid amount, refund effect, net value, and transaction date. A company portfolio uses the same permission-scoped child-site rule as its payment metric. The first 25 rows load with the profile; use Load older payments to reach the complete history without making every profile request unbounded. Pending checkout attempts and failed payments are not presented as collected money; they remain available in their payment workflow instead of appearing in this settled-payment history.

Referrals

The Referrals tab shows this client's referral code (created the first time they look themselves up on the public /refer/your-slug page) and every referral logged under it: the referred contact's name and details, when they were referred, and a status badge (Pending, Converted, or Rewarded). A referral moves from pending to converted automatically when the referred lead's estimate is accepted; it does not require an office action. A client who has never used the referral program shows No referral code yet instead of an empty table.

A teammate with Manage pipelines can mark a converted referral Rewarded: enter an optional dollar amount and select Mark rewarded. The amount is optional -- rewarding with no amount still records the referral as rewarded. Rewarding a still-pending referral marks it converted at the same time, so the office is never blocked from paying out a referral that was confirmed another way.

Details

The Details tab contains customer type, structural relationship, active status, permitted office access, business name, created date, and internal notes.

Company portfolio boundary

A company portfolio is a rollup, not a lead, estimate, job, property, call, or message target. Its profile lists the child sites the current member may see. Work retained directly on a client before promotion remains accessible from the global Pipeline, Estimates, and Jobs workspaces, but is not mislabeled as child-site history.

Mobile sync preserves this same boundary: company portfolios with one or more child service sites remain rollups, not work targets, even when some child sites are hidden by the member's office-location permissions. Hidden sites remain hidden, and location permissions do not change. See Working Offline for sync behavior.

V1 client profile workflows

V1 profiles remain supported while the V2 profile reaches full parity. Open a customer from Admin > Clients in V1 to use the shipped compact header and the following actions:

• call or message the customer using the selected contact method;
• create a lead, estimate, or job with the customer already selected;
• edit customer identity, status, address, contact, role, and internal notes;
• review the profile metrics for accepted-estimate value, estimates, completed

jobs, and recent activity.

Use the V1 profile tabs to review Leads, Estimates, Jobs, Billing, Properties/Addresses, Communication, and Details. The Properties/Addresses view supports extra service addresses, its downloadable CSV template, and bulk property upload. Communication and activity views retain the sent-message and customer-history filters available in V1. Account profiles also retain their nested-contact roles and combined history; see Client Accounts.

When deleting a V1 customer, use the delete action at the bottom of the profile and confirm the warning. V1 refuses the delete while linked leads, estimates, jobs, or billing records still require the customer.

Profile scope

The profile uses real records and the signed-in teammate's current office scope throughout its contact, property, work, communication, activity, and payment views. Health scoring, custom fields, the Message action, the Communication and Activity views, invoice issue and due dates, and property CSV import are described above; empty states remain truthful when a record or history is unavailable.

To create one-time work without an estimate, open Calendar, select New job, search for the active standalone client or work-owning child service site, and choose its saved property. A company portfolio parent never owns the work. Multi-property bulk scheduling and recurring-template setup remain separate parity work.