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Customers

Add the people you serve, find them again, and keep each address ready to book.

Lupa keeps three things apart. An account is who gets billed. The clients on that account are the people you talk to. A service location is an address you actually go to. A household with one person, one address and one dog uses all three without noticing; a property manager with eleven sites and two contacts needs them separate. See Accounts and service locations.

Customers live under Clients in the Lupa Dash left rail. Lupa Dash is for admins; technicians add and edit customers from Lupa Tech and the phone app.

In this section

Add a customer

To add a customer:

  1. Open Clients and choose the + button (Add client) beside the Clients heading.
  2. On the New Client form, fill in Name (required), Phone, Email and Address. As you type the address, pick it from the suggestion list rather than typing it out in full.
  3. Add About this person and a Referral Source if you have them.
  4. Choose Create.

The new customer opens in the detail pane. Behind the scenes Lupa creates an account named after them and a first service location at that address, with the new customer as the account's Billing contact and the location's lead client.

If nothing happens when you choose Create. The form stays open and no error is shown. The usual cause is a phone number another customer already has: a phone number can belong to one customer only. Search the client list for that number before retyping the form — you probably already have this person. An archived customer still holds their number, so tick Show inactive when you search.

If no address suggestions appear. You can type an address in full and save it, but take a suggestion whenever one is offered. Lupa looks up an address it was not given coordinates for in the background, and an address it cannot place is marked as failed.

You cannot book a location with no usable address. A visit or a recurring schedule at a location whose address is blank, or failed to resolve, is refused with a message asking you to add or correct the address. Correct the address to one the map recognises and try again. An address that is still being looked up books normally.

Edit a customer

To change a customer's details:

  1. Open Clients and select the customer.
  2. Change Name, Phone, Email, About this person, Referral Source, Est. Duration (min), Travel Time (min) or the Client comms preferences switches.
  3. Choose Save Changes.

If the save is refused, Lupa shows Could not save. Please try again. — the most common cause is a phone number already held by another customer.

The Address field appears on the form only when the account has one client and one location. On an account with several, addresses are changed on each service location — see Accounts and service locations.

The customer file also carries the texting consent status for the customer's phone (Customer consent), Configure pricing and Calculate price (Pricing your work), Rollup billing (Rollup invoices), and a Message button that opens the conversation in Comms (The shared inbox).

Find a customer

The search box above the client list matches on name, email, phone and address at once.

To find a customer:

  1. Open Clients.
  2. Type any fragment into Search name, email, phone, address — part of a name, an email, a phone number or a street.

The list narrows as you type. When nothing matches, the list is replaced by No clients match and what you typed.

If a phone number finds nobody. Search compares your text with the phone number exactly as it was typed into the customer's file. A number stored as (555) 010-4477 is not found by 5550104477. Try the last four digits on their own, or search the name or the street instead.

If someone you expect is missing. They may be archived. Tick Show inactive beneath the search box; archived customers appear dimmed and struck through. The tick box appears only when at least one customer is archived.