Use a customer record

Customer detail is the hub for one company. The five tabs are always Overview, Invoices, Communications, Messages, and Notes.

Before you start

• Open the record from Customers, or from an invoice’s View customer → link.
• You stay the creditor. Messages go out in your business’s name, not as a third-party collector.

Read the header

1. Check the crumb: Customers / company name. Stats are owed right now, open invoices, and avg time to pay.
2. Click Edit beside the meta line to change Company or Postal address (optional · letters), then Save.
3. If an Admin: use the Never chase switch. It saves as soon as you flip it — there is no separate Save. Helper text: No reminders will ever send to this customer.
4. If you are a Standard member: you see Never contact or Never contact · on and Only an Admin can change this rail. The switch is disabled.
5. On Pro+, click Record a promise or Edit promise, then Save promise or Update promise.
6. If payment plans are available: click Offer Payment Plan or View Payment Plan.
7. Click Message to jump to the Messages tab composer — there is only one composer.
8. Admins: open the cog labelled Customer settings, then Archive customer (Remove from active work without deleting any evidence). There is no pink header Archive button.

If they asked you to stop

A portal stop request does not mute chasing by itself. When one is open you see a banner Stop request — still chasing and Nothing was muted automatically — accept or decline below.

1. Read the quoted request.
2. Click Accept or Decline, or All stop requests → to open Activity.
3. On Accept, choose What to stop: Suppress email and SMS; Admins may also pick Never follow up with this customer or Both — never follow up and suppress. Optional note. Click Accept stop request.
4. On Decline, optional Why, then Decline — keep chasing.

Tabs — Communications is not Messages

• Overview — cards for Open invoices, Payment promises, Recent communication, and Contacts. Promise actions here are Cancel promise, Acknowledge, and Acknowledge & resume.
• Invoices — open bills plus Paid this year.
• Communications — the full log: All communication with {company}. Engine reminders, payments, and promise events sit here as well as human mail.
• Messages — two-way only (what someone typed, a reply, a portal message, or a close-out) plus the composer.
• Notes — Private notes — never sent to the customer. Press Enter to save.

Contacts

1. On Overview, click + Add A Contact, complete First Name, Last Name, Email, Mobile, and Channels (Email + text, Email only, Text only, Reference only), optionally tick Team contact, then Add Contact.
2. On an existing person, use Edit then Save Contact, or Archive to stop contacting them.

Archived contacts leave the live list and are not messaged. There is no restore control on this page — do not look for one.

Send a one-off message

1. Open Messages (or click header Message).
2. Choose To and Send By (Email or Text).
3. Write the Message and click Send Message. If wording looks like a legal threat, you may be asked to Confirm & send first.

Text is SMS. It is not live for every workspace. Sending needs the platform SMS switch, a plan that includes texts, a territory that allows them, and tenant SMS enabled. If SMS is off, a text is refused even if Text is in the list. Reference-only contacts cannot be messaged (D-115). Side cards are Handy To Copy and Still Owed — copy email or invoice numbers; there is no payment-link row here.

If the Custom Record Fields app is installed and the cell loads, Overview may also show Custom details / Record Fields. If the app is off or the cell fails, that block is simply absent.

Expected result

Contact and company edits apply to later sends. Archive moves the company to the Customers Archived tab; an Admin can restore them from that list. Never chase stops automated reminders for the whole customer. A stop request stays chasing until you Accept or Decline.

If something looks wrong

• No Record a promise — your plan is below Pro, or nothing is open to promise against.
• No Offer Payment Plan — payment plans are not on this plan, a live plan already exists, or the balance is zero.
• Composer missing — add a contact that is not Reference only.
• Standard member cannot flip never-chase — ask an Admin.

What this does not do

• Never chase and archive are not legal advice and do not transfer the debt.
• Private notes are not merged into customer emails.
• Accepting a stop request is a staff decision. Portal STOP is a request (D4b), not an automatic mute. A carrier SMS STOP is a separate suppression.