Work on a customer's account page

What each part of a customer's account page shows, from the details panel and primary contact to every tab, and what each action in the Actions menu does.

In the sidebar, open Accounts, then All Accounts, and open a customer or lead from the list. The page address is /accounts/ followed by the account. The tab you are on is added to the address, so a link to a tab opens on that tab. Every record page works the same way (Find your way around a record page); this article covers what is special about an account.

The details panel

The panel on the left has these sections. Each shows a count; press its name to open or close it.

• Account Details: the account number (press it to copy), status, type, where the customer came from, who referred them, when the account was created, and totals for work orders. If the account belongs to a larger one, Parent account and Sub-accounts link to them.
• Contacts: the people at this account. The Primary badge marks the primary contact; press the star beside another person to make them primary. Message starts a text and Open Inbox opens the conversation. Use View all for the full list.
• Service Assets: equipment you service for this customer.
• Account Locations: service addresses. The plus button beside the count adds one.
• NovaAI Insights, when your plan has call summaries: recent calls, suggestions waiting for review, and work linked to them.
• Custom fields your organization added to accounts.

The primary contact also shows at the top of the page with buttons to text, email or call them. The text button opens Nova’s composer when your role can send texts. Changes saved in the contact or location drawer update the details panel and primary-contact card. The pencil edits them, and Change primary contact picks someone else or Add a new contact (that person is made primary when saved).

The tabs

• Activity: what happened on the account, newest first.
• Lifecycle: the customer messages and automations running for this customer, what is scheduled next, and anything blocked or waiting for approval.
• Notes, Files and Access (codes and passwords for the site).
• Portal Access: who can sign in to the customer portal (Give a customer access to the portal).
• Billing: quotes, invoices, statements, payments, credits and saved cards for this customer (Handle a customer's billing from their account).
• Billing Settings: payment terms, billing name, currency, how documents are delivered, and who receives them.
• Checklists, Service Assets, Work Orders, Projects, Time, Agreements and Tasks: this customer's records of each kind, with a button to add one.
• Calls, Texts and Emails: every conversation with this customer.
• Audit: who changed what on the account, and when.

You only see the tabs your role and your plan allow. An admin can hide or reorder tabs for this one customer (Change the tabs on one customer or record).

The Actions menu

Press Actions. Depending on your role you see:

• Create quote, Create invoice, Create work order, Add note, Upload file, Add contact and Add account location (both open a panel on the side, so you stay on the account).
• Log time opens the time drawer for this customer. Choose hours and minutes, or select Start timer to run a timer; see Log time on a work order, project or task and Start and stop a timer.
• Edit account opens the full edit form.
• Manage portal access jumps to the Portal Access tab.
• Merge account (Merge two accounts for the same customer) and Create sub-account (Create a sub-account under a customer).
• Alert sounds, Folder settings and Customize tabs for admins.
• Archive account, last and in red (Archive or restore an account).

If something looks different

• Create work order is greyed out: the account must be active before new work can be added. Point at the item to read why.
• A banner says the account is archived: you can read every tab, but only notes can be added until someone presses Restore.