Contacts and Addresses

Everything you know about the customer lives under On the record in the right column. Add to it while you have them on the line. It works the same for OnePath agents and the account's team.

A lead is the customer's request for this job. It is tied to one service address: the one the tech goes to.

What's on the record

On the record sits at the top of the right column. It shows one row per fact:

A row only appears once there is something to show. A brand-new record says "Nothing on the record yet."

The address row carries two tags:

• Residential or Commercial: the location type. Coverage and dispatch fees follow it.
• Authorized (green): the caller confirmed work can go ahead at this address. Not authorized: somebody else has to approve the work.

The customer gave you a new number or email

1. Click Contacts next to the phone or email. The Contacts drawer slides in.
2. Click Add phone (or Add email).
3. Type the number or address and click Save. Press Escape to back out.

The new contact goes to the top of its list and becomes Primary. That is the one shown under On the record.

To switch back, click Make primary on the older row. The drawer stays open and the record updates.

The record has no phone or name yet

When a conversation came in without them, Next actions asks for them:

• Get a number we can reach them on → Add
• Save the caller's name → Add → type the name → Save

The row leaves the list once it is answered.

Add a service address

1. Click Locations next to the address. The Locations drawer lists every address on the customer's record.
2. Click Add address.
3. Start typing in Address (street, city, state ZIP) and pick the right suggestion. Wrong one? Click Change.
4. Choose the Location type: Residential or Commercial.
5. Add a Unit if there is one (apt, suite, gate code). It is optional.
6. Tick The caller can authorize work here if they said yes.
7. Click Save address. You see "Address added."

No address at all? Next actions shows Add the service address → Add. An address saved from there always becomes this lead's.

The job is at a different address

1. Open Locations.
2. On the row of the job's address, click Use for this lead. You see "Address set for this lead."
3. The This lead tag moves to that row and the address under On the record changes.

The other addresses stay on the customer for the next job.

Fix an address or the authorization

1. Open Locations.
2. Click the pencil (Edit address) on the row.
3. Change the address, Location type, Unit or the authorize box.
4. Click Save address.

Only checking authorization? Next actions asks Can they authorize work? Answer Yes or No right there.

Fix the customer's name

1. Point at the name at the top of the task and click the pencil (Rename the customer). Double-clicking the name works too.
2. Type the full name, first and last.
3. Press Enter (or click away). You see "Name saved". Escape cancels.

A single word is not saved: "Use a first and a last name." A caller with no name shows as Unknown caller; use Save the caller's name in Next actions instead.

Marketing consent

Ask once per customer. Next actions shows Can we text them offers? with Yes and No.

Once answered, the record shows Marketing texts and email or No marketing texts with a switch, and the row leaves Next actions. Flip the switch if the customer changes their mind. Right after a change the line reads "changed just now, on this task".

Quick Tips

• ✅ Read the number back before you save it.
• ✅ Check the This lead tag before you book. The tech goes there.
• ✅ Ask about authorization on the call when the tag is missing.
• ❌ Don't type a new address over an old one for a second property. Add it, then Use for this lead.
• ❌ Don't put the name in a note. Rename the customer so everyone sees it.