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Use this guide when a customer’s contact information, CRM stage, tags, or account status needs to change. You might open a customer record to:
  • Fix a typo in an email or phone number before sending an invoice or portal invite.
  • Move someone from lead to active customer after they sign a storage agreement.
  • Mark a customer Inactive when they pause storage but you want to keep their history.
  • Add a team note so the next person on the phone knows how this customer prefers to communicate.
When to use a different guide

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What you will accomplish

You will update the customer record safely so your team keeps accurate history for billing, cars, documents, and portal access. Small edits now prevent wrong emails, missing portal access, and confused customers later. Customer details change over time. A customer may get a new email address, add a company name, change phone numbers, move to a new address, or move from lead to active customer.

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Before you start

  • Confirm you are editing the correct customer. Search by email or phone if two names look similar.
  • Have the new information ready before you start.
  • If you are changing an email address, remember that portal sign-in and invitations use email.
  • If the customer has cars, invoices, or documents, review those connections after major changes.

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Open the customer detail page

1

Go to All Contacts

Open All Contacts.Expected result: You see your customer list (usually in Table view).
2

Search for the customer

Use the Search field to find the customer by name, email, phone, or company.Why this matters: Two customers with similar names are easy to mix up. Search by email or phone when names match.
3

Open the record

Click the customer row or View Details.Expected result: The customer detail page opens. You can edit most fields on this page without a separate “edit mode.”
Customer detail page showing personal and contact fields
The top of the customer detail page includes the customer’s main contact information.

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Edit personal and contact information

Most fields on the customer detail page can be edited directly.
1

Find Personal & Contact

The Personal & Contact section is near the top of the customer detail page.
2

Click the field you want to change

Click the value for fields such as name, email, phone, company, address, birthday, or notes.
3

Enter the new information

Type the correct value. Use the full email address and a complete phone number when possible.
4

Save the field

Follow the on-screen save action for that field. After saving, the new value appears on the page.
Customer detail page with an inline edit field open for updating contact information
Click a field to edit it directly on the customer detail page. You do not need to open a separate edit screen for most contact details.
Changing the email addressThe email address is used for portal invites, invoices, contracts, and many customer messages. After changing an email, resend any needed portal invite or document link to the new address.

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Understand Relationship Stage vs pipeline stage

Your customer record has two related but different fields:
Why this matters: Pipeline stages you can pick in Current Stage depend on the Relationship Stage. If you need a stage that is missing from the dropdown, check both fields—or ask an admin to add the stage in Settings > CRM.

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Update CRM information

CRM fields help your team understand where the customer is in your process.
CRM Information section showing current stage, source, customer groups, and tags
CRM Information helps your team organize follow-up work and customer groups.

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Last Communication, Stage Changed, and Member Since

Below Current Stage, three read-only fields help your team prioritize follow-up:
CRM Information showing Current Stage with Last Communication, Stage Changed, and Member Since fields
Last Communication updates from messages and activity. Stage Changed shows when the pipeline stage last moved. Member Since is when the record was created.
Use Last Communication on phone callsIf Last Communication shows a recent date but the customer says nobody called them back, open Review customer activity and history to see exactly what happened.
1

Scroll to CRM Information

Find the CRM Information section on the customer detail page.
2

Update the stage

Use the Stage field under Current Stage to choose the customer’s current step.Examples might include lead, customer, former customer, tour scheduled, contract sent, or active storage, depending on your team’s settings.
3

Update the source

Use Customer Source to record how the customer found you, such as referral, website, social media, event, or manual entry.
4

Add source details when useful

Use Additional Details for helpful notes, such as “Referred by Sam Rivera” or “Met at cars and coffee event”.
5

Choose customer groups

Use Customer Groups to mark broad service types, such as storage, events, detailing, or other groups your team uses.
6

Add tags

Click Add Tag to add flexible labels such as VIP, winter storage, high touch, fleet, or pending documents.For a full walkthrough of tags, board view, and customer groups, read Manage contact tags and CRM fields.
Tags vs customer groupsCustomer Groups (Storage, Events, Detailing) describe what services someone uses. Tags are freeform labels your team invents on the spot. Use groups for sidebar pages like Storage contacts; use tags for quick flags like VIP.

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Add notes for your team

Use customer notes when your team needs context that does not belong in a field. Notes appear on the customer record and in the Activity Feed so the next teammate can see them.
1

Find the Notes field

In Personal & Contact, click Notes (or the notes area below the main contact fields).
2

Type a short, useful note

Write one or two sentences your team will understand on a busy day.Expected result: The note saves with the customer record and shows in activity history.
Good notes are short and useful:
  • “Prefers email, do not text unless urgent.” (internal only)
  • “Tour completed May 18. Waiting for signed storage agreement.” (internal only)
  • “Welcome — your vehicles are in climate-controlled storage.” (customer visible)
Customer Notes also appear in Review customer activity and history alongside messages and invoices.

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Short Notes field (Personal & Contact)

At the top of the page, the Notes field under Personal & Contact is a single editable line—helpful for a quick flag everyone should see immediately (for example, “VIP — owner calls directly”). It does not keep a history or separate team vs customer visibility. For anything longer or time-sensitive, use Customer Notes instead.

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Upload or change a profile photo

A photo helps your team recognize the customer quickly in table, card, and board views.
1

Find the photo area

At the top of the customer detail page, look for the round profile image or placeholder.
2

Click the photo area

Click the image area to upload a new photo from your computer.
3

Confirm the photo saved

After the upload finishes, the new photo should appear on the customer record and in list views.Expected result: Your team can spot this customer faster in Contacts.

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Mark a customer inactive or delete a record

Use the Active / Inactive switch in CRM Information on the customer detail page—not a separate account menu.
CRM Information section showing the Active Inactive switch beside Current Stage
Flip the Active switch to Inactive when the customer pauses but you want to keep their history.
1

For inactive customers

Open the customer, scroll to CRM Information, and turn the Active switch off.Expected result: The label shows Inactive. On All Contacts, set Filters & settings → Status to Inactive to find them again.
2

For migrate or delete

Scroll to Danger Zone at the bottom of the customer page. Read each option carefully before you click.
Danger Zone section at the bottom of a customer detail page showing Migrate to contact and Delete customer options
Danger Zone actions are permanent or hard to undo. Read each button label before you click.See Handle duplicate or merged customer records for step-by-step migrate, delete, and restore help.
Do not delete before checking linksBefore deleting a customer, check cars, invoices, documents, contracts, and notes. Move anything important to the correct customer record first.

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What happens next

After editing a customer, check the parts of the system that depend on that information:
  • If you changed email, resend portal invites, invoices, or contract links as needed.
  • If you changed CRM stage, review board view in All Contacts.
  • If you changed groups or tags, review any marketing lists or filters that use those labels.
  • If the customer shared a buy-want, add it under Market Interests: Track customer market interests.
  • If you changed ownership details, confirm the right cars and documents are still linked.

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Troubleshooting

My change did not saveWait a moment and look for any error message. If the field returns to the old value, try again. If it still fails, check your internet connection and ask an admin whether you have permission to edit customers.
The stage I need is missingCRM stages are managed in Settings -> CRM. Ask an admin to add or update the stage.
I changed the wrong customerCorrect the field right away. If cars, invoices, documents, or contracts were changed too, review each linked area before you continue.