Manage Customer Contacts

Did you try to send a case note to someone, but you didn't see them on the list of available recipients within the Notes section of the Editing Case page?

If so, you can add them as a contact to the customer profile which will add them to the list of possible recipients for a note.

Service Provider users can add, remove, and update contacts associated with each customer profile. You should regularly update the contacts so the customer profile stays up-to-date, and communication can occur with the proper contacts throughout service events.

• Fleet Customer Contacts and Users
• Local Customer Contacts
• Editing Contacts
• Adding Contacts
• Merging Contacts
• Deleting a Contact
• Deleting Unused Contacts

NOTE: Updating contact information differs between Fleet Customers and Local Customers.

Fleet Customer Contacts and Users

• Fleet contacts are generally managed by the Fleet Customer, but can be created by the Fleet or the Service Provider.
• Fleet contacts added by the Fleet display with an icon in the Fleet column on the Customer Contacts page. Contacts added by the Service Provider will not have the icon in the Fleet column.
• Fleet contacts appear in the Recipients list when sending a note or notification. This list also includes Fleet users regardless of if they’re entered as a contact.
• Fleet users have access to any case open under their fleet and do not need to be invited via case notification or message like those who are strictly contacts.

Local Customer Contacts

• Local Customer Contacts are completely managed by the Service Provider. They can be added, updated, and removed by Service Provider users.

Editing Contacts

Service Provider users can edit contact information for all contacts that are not managed by a fleet.

To edit customer contacts:

1. Open your location from the Portal.
2. From the menu bar, click Search.
3. Search for the related customer and click the name of your selected customer in the CUSTOMER column.
4. On the Edit Customer page, click the Contacts tab.
5. On Contacts tab, click the pencil icon to edit an existing contact. On the Update Customer Contact form, enter or edit the necessary information.
6. When complete, click UPDATE CONTACT.

See also: Deleting contacts and Adding Contacts

Adding Contacts

To add customer contacts:

1. Open your location from the Portal.
2. From the menu bar, click Search.
3. Search for the related customer and click the name of your selected customer in the CUSTOMER column.
4. On the Edit Customer page, click the Contacts tab.
5. In the top right, click CREATE NEW CONTACT.
6. Enter all required information for the contact on the Create New Customer Contact form.
   NOTE: An email address must be included with a contact for them to show as a recipient in the case.
7. Once complete, click CREATE CUSTOMER CONTACT.
8. You will be directed back to the Customer Contacts tab where a green banner is displayed at the top indicating the contact was successfully added.

Merging Contacts

If you see duplicate names, emails, or phone numbers, between two or more contacts on your contacts list, you can select the duplicates and then merge them into one main contact. 

Select the main contact to merge. This will be the contact remaining after the merge.

This will help keep the contact list clean and free of any unnecessary entries. It also helps keep contact names consistent by deciding on a main contact.

To merge two contacts: 

1. From the Customer Contacts page, select the checkbox for the contacts you want to merge.
2. Click MERGE CONTACTS.
   NOTE: This button only enables when you select two or more contacts.
3. Review the list of contacts in the modal, then click beside the contact to remain under the select the main contact to merge.
4. Click MERGE CONTACTS. The other contacts will be consolidated into the main contact. Users will only be able to search for the main contact after you merge.

Deleting a Contact

You can delete a contact or multiple contacts at any time.

To delete a contact:

1. Open your location from the Portal.
2. From the menu bar, click Search.
3. Search for the related customer and click the name of your selected customer in the CUSTOMER column.
4. On the Edit Customer page, click the Contacts tab.
5. Search for the contact or find the contact in the contacts list.
6. To delete a single contact:
   1. Click the Trash Can icon beside the contact to delete.
   2. A confirmation dialog will display to confirm deletion. Select DELETE CONTACT(S) to delete the contact. Select KEEP CONTACT(S) to leave the contact in place.
   3. If you selected DELETE CONTACT(S) a toast message will appear indicating the contact was deleted.
7. To delete multiple contacts:
   1. Put a check beside each contact to delete.
   2. Click DELETE SELECTED CONTACTS.
   3. A confirmation dialog will display to confirm deletion. Select DELETE CONTACT(S) to delete the contacts. Select KEEP CONTACT(S) to leave the contacts in place.
   4. If you selected DELETE CONTACT(S) a toast message will appear indicating the contact was deleted.

Deleting Unused Contacts

If you're a Service Advisor or Dealer Admin, and there are contacts added to a customer that no one within your service network has communicated with in the last 6 months, you'll see a message at the bottom of the Customer Contacts page letting you know.

To review and possibly delete those contacts, click the Unused Contacts link in the message. The Unused Contacts page will display with a list of the unused contacts.

To delete one or more of these contacts, select the checkbox for the ones you want to delete, then click DELETE CONTACTS in the top-right of the page.