Open the right record
- Select Customers → Customer Records.
- Search by name, phone or email. Open the existing record; do not add a second one.
- Check the contact details, installation address and owner. If the owner is someone else, check with your manager before contacting or reassigning the customer.
- Read Activity & audit. Look for the latest conversation, promises already made and upcoming automatic messages. In a compact view, this may be called Activity.
Know where the conversation stands
Open Customers → Pipeline and find the same customer. The stage should describe what has actually happened:- New: you have not started qualification.
- Contacted: contact has been made.
- Information requested: you are waiting for something.
- Quoted / Follow-up: an offer is out or a decision is pending.