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
• One-Time Contacts
• Editing Contacts
• Adding Contacts
  • Add One-Time Contact
• 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.

One-Time Contacts

• Contacts created for a specific case. 
• They allow you and any one else assigned to the case to send notes and notifications to the contact about the case while the case is open. 
• They only appear under the list of Dealer Customer Contacts for the case when you're creating a note.

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, under the left CUSTOMER LINKS menu bar, click Contacts.
5. On the Edit Contact Info page, enter or edit the necessary information in the fields.
6. When complete, click Update Contact.

NOTE: The only field that cannot be updated is the Email field. If a contact has a new email address, the contact will need to be deleted then added back with the new email address.

See also: Deleting contacts and Adding Contacts

Adding Contacts

To add customer contacts:

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

Add One-Time Contact

One-Time Contact only apply to a single case and only appear under the list of Dealer Customer Contacts for the case when you're creating a note.

They allow you and any one else assigned to the case to send notes and notifications to that contact while the case is open without adding the contact to the list of Customer Contacts since it won't be needed outside of that case.

To add a One-Time Contact:

1. Open your location from the Portal.
2. From the menu bar, click Cases.
3. On the Cases page, All Cases tab, click on the name of your selected customer in the CUSTOMER column.
4. From the Edit Customer page, under the CUSTOMER LINKS menu bar on the left, click Contacts.
5. In the top right, click NEW CONTACT.
6. Enter all required information for the contact. 
   NOTE: An email address must be included with a contact for them to show as a recipient in the case.
7. Select the checkbox for One-Time Contact.
8. Once complete, click CREATE NEW CONTACT.

You will be directed back to the Customer Contacts page 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. 

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 in the top-right.
   NOTE: This button only enables when you select two contacts.
3. Review the list of contacts in the modal that display, then click SELECT MAIN for the contact you want to preserve.
   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 manually delete a contact 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. From the Edit Customer page, under the left CUSTOMER LINKS menu bar, click Contacts.
5. Click on the name of the contact.
6. On the Edit Contact Info page, click DELETE CONTACT near the top right. A modal will show asking if you are sure you want to delete the contact.
7. Once you click OK, you are directed back to the Customer Contacts page with a green banner confirming the contact was successfully deleted.

Deleting Unused Contacts

If you're a Service Advisor or Dealer Admin, and there are 30 or more 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 top of Customer Contacts page letting you know.

To review and possibly delete those contacts, click the Unused Contacts link in the message at the top of the page. 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.