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Work with a Customer Record

Everything you can do from a customer’s contact record.

A contact record holds everything about a customer: their details, history, notes, scheduled actions, and attachments. From here you can record sales, book appointments, send emails, and more.

To open a contact record, click a contact’s row on the Contacts list.

In this article:

 

 

 

Contact Record Layout

The top of the record shows the customer’s name, email, phone, salesperson, and store, with their address below. Fields without any info, like a missing phone number, are hidden.

Everything you can do with the contact is in the bar across the top: Meetings, Sale, Lost Sale, Add Note, New Appointment, Send Email, Send Podium Review, and Attachments. Click Meetings to see this contact’s appointments on the Calendar.

contact-record-top-bar

Tags

Click the Tags field to add a tag to the customer. Pick an existing tag, or click New to create one.

Move between contacts

Use the arrows at the top right to go to the previous or next contact. They follow your current search on the Contacts list, including your filters and sorting.

Some options, like Send Email and Send Podium Review, only appear when they apply. For example, Send Email only shows if the contact has an email address, and Send Podium Review only shows if your account uses Podium.

 

 

 

Customer, History, and Notes Tabs

  • Customer: The contact’s details, including their store, salesperson, last visit, last sale, next action date, and more.
  • History: A full log of everything that’s happened with the contact, like edits, appointments, sales, notes, reassigns, merges, and attachments, along with who did it. Click the column picker to choose which columns you see. Your choice is saved. Click a row to see its full details.
  • Notes: Internal notes about the customer. These stay put on the tab and don’t move down like the activity log.

 

 

 

Activity Log and Scheduled Actions

The panel on the right shows the contact’s activity, with the newest at the top.

Any upcoming appointments or follow-ups show under Scheduled Actions at the top of the panel. From here you can:

  • Click the action to open it.
  • Click Mark Done, Reschedule, or Cancel to update it. A comment is required for any change.
  • Click the info icon next to the salesperson’s name to see more details, like when it was created, who it’s assigned to, and when it’s due.

contact-record-scheduled-actions

Salespeople can update their own scheduled actions. Managers and company admins can update anyone’s.

 

 

 

Record a Sale or Lost Sale

Record a sale

  1. Click Sale in the top bar.
  2. Fill in the sale details, like Store, Salesperson, Sale Amount, and Sales Order #.
  3. Click Record Sale.

The sale is added to the contact’s history and also shows as a photo on the Floorboard.

If your account uses split sales, check Enable Split Sale to share credit for the sale with up to two or three salespeople. 👉 Admin: Company Settings, Split Sales

Record a lost sale

Click Lost Sale, enter a comment explaining why the sale was lost, and save. A comment is required.

 

 

 

Add a Note

Click Add Note to write a quick note about the customer (up to 600 characters). Notes show in the activity log on the right and on the History tab, so they move down over time as new activity is added. For notes that should stay put, use the Notes tab instead.

The note is assigned to the contact’s salesperson. Managers and company admins can add a note on behalf of another salesperson. This doesn’t reassign the contact, and History still shows who actually wrote the note.

 

 

 

Book an Appointment

  1. Click New Appointment in the top bar. The customer, store, and salesperson are filled in for you.
  2. Choose a Date and Time (in the store’s local time).
  3. Pick a Potential Sale Option, the type of appointment. Options vary by account.
  4. Add a note if you’d like.
  5. Click Book.

The appointment shows on the Calendar and under Scheduled Actions on the contact record.

👉 Use the Calendar

 

 

 

Send an Email

  1. Click Send Email in the top bar.
  2. Fill in the email: From Salesperson, Topic, Email Template, and Subject. You can edit the message and add attachments.
  3. Check the preview, then send.

Salespeople send emails from themselves. Managers and company admins can pick any salesperson in From Salesperson.

Email templates are set up by company admins in the Admin tab.

 

 

 

Send a Podium Review

If your account uses Podium, click Send Podium Review to ask the customer for a review.

  1. Check the Store, Salesperson, and the customer’s name, phone, and email.
  2. Pick a Template.
  3. Click Send.

Depending on your account’s Podium setup, the customer needs either an email or a phone number.

 

 

 

Attachments and Sketches

Click Attachments in the top bar to add files or drawings to a contact. The number next to it shows how many the contact has.

Add a file

Click File and choose a file from your computer. Allowed file types are csv, doc, docx, txt, xls, xlsx, jpg, jpeg, png, mp4, mov, mpg, pptx, and pdf.

Add a sketch

Click Sketch to draw something, like a room layout or measurements. Use the tools to draw, add shapes or text, and change colors, then click Save. The sketch is saved as an image.

contact-record-sketch

The attachments list shows who added each file and when. Click a file’s name to download it, or click the trash icon to delete it. Adding or removing an attachment is logged in the contact’s History.

 

 

Still have questions? Call or text us at 833-503-9934, email support@trakwell.ai, or 👉 submit a ticket