Managing Customer Sites and Contacts

One customer record, all the people and places attached to it.

• Keep every site address for a customer in one place
• Add as many contact people as a customer needs (a site manager, an accounts person, a tenant)
• Mark one contact as the primary so new quotes reach the right person by default
• Send quotes, invoices, reminders and messages to a specific contact without changing the customer's default details

A customer in Cooledge is more than a name and an email. Behind each one you can store the addresses where work happens and the people you deal with. This guide covers both, so the right person hears from you and your team always knows where they're headed.

You'll manage all of this from the customer's detail page. Open Customers, click a customer and you land on the Details tab where sites and contacts live. Everything here is also available in the Cooledge mobile app.

If you're setting a customer up for the first time, start with Creating Customers →. This guide picks up once the customer already exists.

Customer Sites

Sites are the physical addresses where you do work. Most customers have a single site, their home or business, but landlords, property managers and multi-branch businesses often have several.

The customer's main address

Every customer has a main site address. It shows at the top of the customer detail page with a link straight to Google Maps and again in the Contact Information section.

To add or change it:

1. Open the customer's detail page
2. Click Edit Customer (top right)
3. In the Address field, start typing and pick the match from the dropdown
4. Click Save Changes

The address field validates as you type, so wait for the suggestion to appear and select it rather than typing the whole thing free-hand. That keeps the map link and routing accurate.

[IMAGE PLACEHOLDER: Edit Customer modal with the Address autocomplete field]

Addresses and jobs

Each job records the address the work is at, copied from the customer when the job is created. This is why past jobs keep the correct location even after a customer moves. See What happens when you edit customer details for the full picture on how historical records stay frozen.

If a job doesn't have an address yet, open the job and use the + Add Site control in the job details card to attach one of the customer's saved addresses.

More than one address

When a customer has more than one address on file, the extras appear under Other Addresses on their detail page in the mobile app, below the main address. When you create a job you pick which address the work is for, so the job, its bookings and its invoice all point at the right place.

[IMAGE PLACEHOLDER: Customer detail page showing the main address and Other Addresses]

Contact People

Contacts are the individual people tied to a customer. A commercial customer might have a site manager you call about access, an accounts person who handles invoices and an owner who signs off quotes. Instead of cramming all of that into one email field, you add each person as a contact and send to whoever the job needs.

Contacts are separate from the customer's Default Email and Default Phone. Those defaults still exist and remain the fallback for everything Cooledge sends. Contacts sit alongside them and let you be more specific when it matters.

Adding a contact

1. Open the customer's detail page
2. In the Contacts section, click Add contact
3. Fill in the details (see the fields below)
4. Click Save

[IMAGE PLACEHOLDER: Contacts section on the customer detail page with the Add contact button]

A contact has these fields:

• First name is the only required field, because it's what greetings and messages use.
• Last name rounds out who the person is.
• Email is where quotes and messages go when this contact is selected.
• Phone is used for SMS and reminders when this contact is selected.
• Role is a free-text label like "Site Manager" or "Accounts" so your team knows why this person is on the record.
• Notes hold anything worth remembering, such as "prefers calls after 3pm".

[IMAGE PLACEHOLDER: Add contact form showing the contact fields]

The primary contact

One contact per customer can be the primary contact, marked with a star. The primary is your default person: new quotes for this customer start with the primary contact already selected, so most of the time you don't have to think about it.

To set a primary, tick Primary contact when you add or edit a contact, or click the star icon next to any contact in the list. Only one contact can be primary at a time, so setting a new one clears the star from the previous.

Editing and deleting contacts

Each contact row has a pencil to edit and a bin to delete. Editing opens the same form you used to add them.

Deleting a contact asks you to confirm first. Anything already sent to that person stays sent, but the link is removed from the customer and from any quotes or jobs that pointed at them, which then fall back to the customer's default details for future sends.

[IMAGE PLACEHOLDER: Contact row with the primary star, edit and delete actions]

On the mobile app

The mobile app has the same Contacts section on the customer screen. Tap Add to create a contact, tap a contact to edit it and use the Primary contact switch in the form to set your default. To delete a contact on mobile, open it and use Delete contact at the bottom of the form. Everything you add on the phone shows up in the portal and the other way around.

Where Contacts Are Used

Adding contacts is only half the story. Here's what changes across Cooledge once a customer has them.

Quotes

When the selected customer has contacts, a Contact picker appears on the customer step of a new quote. It starts on the primary contact and you can switch to another person or choose No specific contact. An Add contact link right there lets you create one without leaving the quote.

When you send that quote, the email goes to the linked contact's email address and greets them by first name. If there's no linked contact, or the contact has no email, Cooledge falls back to the customer's default email. Automated Quote Follow-Ups → use the customer's default email.

Jobs

Creating a job works the same way. Once you pick a customer with contacts, the Contact Person field lets you choose who the job is for. This is different from the job's Site Contact, which is covered below.

Emailing a completed Job Form → PDF from the job sends it to that contact person first, falling back to the customer's default email.

Invoices

Invoices raised from a job follow the job's linked contact first. If the job has no linked contact, or that contact has no email, the invoice email goes to the customer's default email. Either way the invoice itself shows the customer details captured for that job, so records stay consistent. See Sending Invoices and Getting Paid →.

Booking reminders

When a job has a linked contact person, Booking Reminders → greet that person by first name. If the job's saved customer details are missing a phone or email, the reminder uses the contact's phone or email instead, so a reminder can still go out.

On The Way SMS

The job's linked contact person also shows up as a recipient for On The Way SMS → in the mobile app, offered first when they have a phone number.

Search

Contacts make customers easier to find. Customer search → matches contact names, emails and phone numbers, so searching for the person you deal with surfaces their company.

Messaging

In the Unified Inbox →, the message composer has a Contact selector. Pick a person and the message goes to their email or phone number when they have one, falling back to the customer's defaults, with the message logged against that contact and template variables filled in from your pick. Inbound texts help too: an SMS from any of a customer's contact phone numbers threads straight into that customer's conversation rather than landing as an unknown enquiry.

ServiceM8

If you use the ServiceM8 Integration →, loading a ServiceM8 job into Cooledge also captures that job's contact person onto the customer automatically, so you don't have to retype it.

Site Contacts Are Not Customer Contacts

It's worth being clear on two similar-sounding things, because they do different jobs.

• Customer contact people live on the customer and travel with them. They're the people you deal with across every job: the accounts person, the primary contact, the owner. That's what this guide is about.
• A job's Site Contact lives on a single job. It's the person who'll physically be at the property for that visit, like a tenant or a caretaker, along with their name, phone and relationship to the property. It applies to that job only.

You can use both together. A rental job might have the landlord as the customer contact who receives the invoice and the tenant as the site contact your tech calls on arrival. For more on the job-level version, see Creating and Managing Jobs →.

Common Questions

What's the difference between the default email and a contact's email? The default email is the customer's primary address and the fallback for everything Cooledge sends. A contact's email is used only when that contact is selected on a quote, job or message. If no contact is linked, or the linked contact has no email, Cooledge uses the default.

Do I have to pick a contact on every quote or job? No. The picker only appears once the customer has contacts, new quotes start on the primary contact and "No specific contact" is always an option. Choose a contact when you want that person to receive it, otherwise leave it as is and the customer's default details are used.

What happens to old quotes and jobs if I delete a contact? Nothing already sent changes. The deleted contact is unlinked from any quotes and jobs that referenced them, so future sends for those records fall back to the customer's default details.

Can I set more than one primary contact? No. Only one contact is primary at a time. Setting a new primary clears the star from the previous one.

Are contacts shared between customers? No. Contact people belong to the one customer you added them to. If the same person deals with you across two separate customer records, add them to each.

Related Articles

• Creating Customers → - Add a new customer with their details and first address
• Finding and Searching Customers → - Search effectively and avoid duplicates
• Creating and Managing Jobs → - Pick a site and site contact for a job
• Quoting Basics → - Send quotes to the right contact
• Sending Invoices and Getting Paid → - Who receives the invoice email
• Unified Inbox → - Message a specific contact person