BlueHill Customers: user guide

What a customer record is

A customer record is the home for one company you work with. Everything about that company hangs off it: its contacts, boards, support tickets, deal rooms, files, form submissions, billing and the notes and calls your team logs. Open the record and you see all of it in one place.

Records come in two types. A customer is an active account. A prospect is a company you are still selling to; it sits in a pipeline stage and converts to a customer with one click when it signs. Both live on the same Customers page.

Key terms

Term	Meaning
Customer	An active account: billing, boards and portal access all apply.
Prospect	A company that is not a customer yet. It tracks a pipeline stage and can be converted later. Contacts and tickets attach to it like any customer.
Stage	Where a prospect sits in your sales pipeline, for example Lead, Qualified, Proposal or Negotiation. Lost is always available; winning means converting to a customer.
Owner	The team member responsible for the record. The Mine toggle and the My customers view show what you own.
Category	A label you give a customer to group it, such as Enterprise or Nonprofit. Categories are also called segments in Analytics.
Contact	A person at the customer company. One contact is the primary contact. Contacts can be invited to the customer portal.
Related group	Two or more records for the same company (for example a customer and a prospect for a different product) linked so they share profile and billing details. One record is the Primary; the others are Linked.
Follow-up	A dated reminder attached to an activity, a ticket or a contact. Follow-ups show on the Customers page and on the customer's Activity tab.
Health	A 0 to 100 score that tells you how engaged a customer is and how its projects are going.
Portal	The customer-facing site where invited contacts see their company's onboarding tasks and support tickets.
View	A saved combination of filters, sort and columns on the Customers page that you can reapply with one click.

Where to find Customers

• CRM → Customers opens the Customers page, which lists every customer and prospect in your workspace.
• The Home page shows Boards by default. To land on Customers instead, change Home page on the Profile tab of your settings.
• Press ⌘K (or Ctrl+K) anywhere and start typing a company name. Type c: first to search customers only.
• Other modules link back to the customer: the Customer card on a support ticket, View Customer on a board, and the customer chip on a deal room.
• Support → Contacts is the directory of every contact across all customers, and Support → Portal users manages who can sign in to the portal.
• The BlueHill mobile app has a Customers tab with the same list, pipeline board and customer pages.

Guides

1. The Customers page at a glance. The layout of the Customers page, the toolbar and how to read each column.
2. Find, filter and organize customers. Search, filters, columns, saved views, categories and acting on many customers at once.
3. Create a customer or prospect. The Create Customer page and the quick New prospect dialog.
4. Prospects and the sales pipeline. Stages, the pipeline board, marking a prospect lost and converting it to a customer.
5. Work inside a customer record. The customer page, its header, the Actions menu and what each tab holds.
6. Edit customer details and custom fields. The edit form, categories, the automated-emails switch and custom fields.
7. Contacts and portal access. Add contacts, choose the primary contact and invite people to the customer portal.
8. Activity, notes and follow-ups. Log notes, calls and meetings, keep logged email in view and manage follow-ups.
9. Customer health and insights. What the health score means and what the Insights tab shows.
10. Plans, payment methods and billing. The Overview tab for workspaces that bill through BlueHill.
11. Related records and merging duplicates. Link records for the same company and merge duplicates.
12. FAQ and troubleshooting. Quick answers to the questions we hear most.

How these guides are written

• Bold text is a label you will see on screen, such as a button, a tab or a field.
• A path with arrows, such as CRM → Customers, means open the first item, then the next.
• Italic text is a value you might pick, such as a stage name.
• Screenshots were taken in a demo workspace called Acme Inc. Your customers, contacts and team members will differ.