FAQ and troubleshooting
For anyone who cannot find a customer, is missing a tab or a column, or wants to know what can and cannot be undone.
I cannot find a customer
Check these in order on CRM → Customers:
- The record type switch. Customers hides prospects and Prospects hides customers; choose All.
- Mine. If it is on, only records you own are shown.
- Condensed. If it is on, linked records are hidden behind the primary record of their group.
- Lost (Prospects scope). Lost prospects are hidden until it is on.
- Filters. Click the × after the chips to clear everything, including the search box.
- Archived records are not in the list at all. Press ⌘K and type the name; an archived record still opens, and Restore in its Actions menu brings it back.
- If the record was merged, its link opens the record it was merged into.
There is no Prospects option, Stage column or Convert button
An administrator has hidden prospects from your team under Prospect visibility in the organization settings. Customers are unaffected.
I cannot see the Overview tab
The Overview tab needs billing to be switched on for the workspace and a role with financial access. Everything else about the customer is on the other tabs.
How do I import customers from a spreadsheet?
There is no spreadsheet import for customers. Create them one at a time with Create Customer, create prospects straight from the pipeline board, or ask your BlueHill contact about a bulk load. Import from Freshdesk in Support settings can create customers from Freshdesk companies when you migrate a help desk.
Category or segment?
They are the same thing. The customer page and the Customers page call them Categories; Analytics → Segments reports on them under the name segments.
Health shows --
The score has not been calculated yet, usually because the record is new. Open the customer's Insights tab and click Calculate Now, or wait for the next scheduled calculation. See Customer health and insights.
A follow-up disappeared on its own
If Resolve follow-ups when the customer replies is on in Support settings, a follow-up attached to a ticket is resolved as soon as the customer answers. Find it under Resolved in the Follow-ups card and click Reopen if it still needs doing.
The customer is not receiving automation emails
Open the customer, click Info and check the Automated emails switch. When it is off, board automations and reports skip this customer and the header shows No automated emails. See Pause automated emails for a customer.
I converted a prospect by mistake
Click Undo in the toast within 10 seconds. After that, choose Mark as prospect from the Customer pill or the Actions menu; the record goes back into the pipeline with everything attached. Set its stage again.
Can I undo a merge?
No. Merging is permanent. Before you click Merge, read the preview and make sure the right record is marked Keep. See Merge duplicate records.
How do I delete a customer?
Customer records are archived, not deleted: choose Archive from the Actions menu. Archiving keeps the record's contacts, tickets, boards and history, and Restore brings it back. To fold a duplicate into another record, use Merge.
Where are contacts and portal users?
The people at a customer are on its Contacts tab. The directory of every contact is Support → Contacts, and portal accounts are managed on Support → Portal users. See Contacts and portal access.
Who gets emailed when I change something?
- Changing an Owner, converting a prospect, archiving, linking or merging records sends no email.
- Invite on a contact emails that person a portal invitation.
- Draft email from the Customers page saves drafts only; nothing is sent until you send each draft from the inbox.
- New email on a customer opens a message for you to write and send yourself.
Something else
Start at the guide index for the full list of guides.