Skip to content
English
Submit a Ticket
  • There are no suggestions because the search field is empty.

Work with a Customer Record

Everything you can do from a single customer's page

In this article

 

Open a customer record

From Contact Manager, go to Contacts and click any customer in the list. Their record opens on the Customer tab.

customer-record-overview

The record has three main areas:

  • Customer details and tabs on the left
  • Top bar actions across the top, like logging a sale or booking an appointment
  • The right panel, where you send messages, log internal notes, and schedule follow-ups

 

Customer details

At the top of the record you'll see the customer's name, email, phone numbers, and address.

  • Click the email to open a new message in your email app.
  • Click SMS next to a phone number to text the customer.
Tags

Use Tags to group customers, like "VIP" or "Grand Opening." Click the Tags field and pick one from the list. To make a new tag, click Search More, then New, and give it a name, category, and color.

customer-record-tags

 

Customer, History, and Notes tabs

Customer tab

This is where the record opens. It's split into two sections:

Section What's in it
Identity Customer ID, Store, Department, Salesperson (most recent activity)
Activity Last Visit, Last Sale, Action Date, Probability, Advertising Source, Product Category, Scheduled Action, Source, and Podium Status, Last Sent, and Last Response

Hover over the ? next to a field to see what it means.

History tab

History is a running log of everything that's happened with this customer, like sales, lost sales, notes, and appointments. Each row shows when it happened, the type, the store, the salesperson, and details like the sale amount or description.

Type What it means
CRM_SALE A sale was logged
LOST_SALE A lost sale was logged
NOTE A note was added with Add Note
APTMT An appointment was booked
NEW_CUSTOMER The customer was created

Click the column icon at the far right of the header row to show or hide columns.

customer-record-history

Notes tab

The Notes tab is a space for internal notes about the customer, like preferences or things to remember. These notes stay on this tab. They don't show in History or the right panel.

 

The gear menu

Click the gear icon next to the customer's name to open these options:

  • Edit Customer: Update the customer's phones, name, address, email, potential value, probability (Low, Medium, or High), and product categories. Click Apply Changes to save.
  • Archive: Archive a customer you no longer need.
  • Download (vCard): Saves the customer as a contact card (.vcf file) you can add to your phone or email contacts.

customer-record-edit-customer

 

Top bar actions

The buttons across the top let you take action on this customer. On smaller screens, some of them move under More.

Opportunities

See this customer's opportunities.

Meetings

Opens the calendar filtered to this customer's appointments. Click New to book an appointment with the customer already filled in. Use the icons in the top right to switch between calendar and list view.

The calendar only shows appointments for the people checked under Attendees on the right. If you don't see an appointment, click Add Attendees and add the salesperson, or switch to list view.

Sale

Logs a sale for this customer. The customer's info fills in automatically. Pick the Product Category and enter the Sale Amount and Sales Order #, then click Record Sale.

Two salespeople on one sale? Check Enable Split Sale and pick both. The credit is split evenly between them.

The sale shows in History as CRM_SALE.

customer-record-sale

Lost Sale

Use this when a customer walks without buying. Add a comment explaining why (this is required), then click Lost Sale. It shows in History as LOST_SALE.

Add Note

Adds a note of up to 600 characters, tied to a salesperson. It shows in History as NOTE.

New Appointment

Books an appointment with this customer.

  1. Pick the Salesperson.
  2. Choose a Potential Sale Option: In Home Appointment, In Store Appointment, Will Contact Customer, Fabric Checkout, or Invited to Special Event.
  3. Pick the Date and Time. The time is in the store's local time.
  4. Add an optional Note. It becomes the appointment's note.
  5. Click Book.

The appointment shows in History as APTMT and on the calendar. It also appears in the right panel under Planned Activities as a to-do for the salesperson.

customer-record-new-appointment

Send Email

Sends the customer an email using a ready-made message.

  1. Pick the From Salesperson. Their name goes in the signature.
  2. Pick a Topic, like Thank You (Sale) or Schedule Delivery.
  3. Set Email Template to Default.
  4. Click Refresh to preview the email.
  5. Click Edit message if you want to change anything, add attachments, then click Send.

Topics are set up by your company admin under Admin > Templates Text.

send-email-preview

Send Podium Review

Under More, this opens Send Podium Request to ask the customer for a review. The customer's info fills in automatically. Check the Store and Salesperson, pick a Template, and click Send.

Attachments

Under More, this lets you add files to the customer's record. Click File to upload. Allowed file types are csv, doc, docx, txt, xls, xlsx, jpg, jpeg, png, mp4, mov, mpg, pptx, and pdf.

 

The right panel

The right panel is where you message the customer, leave notes for your team, and keep track of follow-ups.

Send message

Emails the customer. Type your message and click Send.

Send message goes to the customer. For notes only your team should see, use Log note.

To get more room, click the expand arrow. The full composer lets you edit the subject, attach files, and schedule the email for later with the clock icon.

Email templates

In the full composer, click the three dots to:

  • Select a Template you've saved before
  • Save as Template to reuse the current message
  • Manage Templates to see your templates and create new ones with New
Log note

Adds an internal note to the right panel. The customer never sees it.

Activity

Schedules a follow-up task. Pick a type (To-Do, Email, Call, Meeting, or Document), add a summary, due date, and who it's assigned to, plus an optional note.

  • Click Save to schedule it.
  • Click Mark Done if you've already done it.

customer-record-schedule-activity

Planned Activities

Upcoming follow-ups show under Planned Activities, including appointments and Floorboard follow-ups. For each one you can:

  • Click the info icon to see the activity type, who created it, who it's assigned to, and the due date.
  • Click Mark Done, Reschedule or Edit, or Cancel.

customer-record-planned-activities

Search, attachments, and followers

The icons at the top right of the panel let you search messages, see attachments, and manage followers. Click the person icon to follow or unfollow the customer, or Add Followers to bring in coworkers who should stay in the loop.

 

Which note goes where

There are a few ways to add a note. Here's where each one ends up:

How you add it Shows in History Shows in right panel Customer sees it
Add Note (top bar) Yes No No
Log note (right panel) No Yes No
Notes tab No No No
New Appointment note Yes Yes No
Send message (right panel) No Yes Yes

 

Who can see what

Which customers you can open depends on your role:

Role Customer records you can see
Salesperson Your own customers
Store manager Every customer in your store
Company manager All stores on the account
Company admin All stores on the account

 

Still have questions? Reach out at support@trakwell.ai or call 833-503-9934.