Adding and Managing Customers

Adding a New Customer Manually

Go to Customers in the main navigation, then click New Customer in the top-right corner. Fill in the customer details:

• Name (required) — individual's full name or business name.
• Address (required) — start typing a postcode or street name and select from the address autocomplete dropdown, or enter manually.
• Phone number (optional) — used for SMS, WhatsApp, and call logging.
• Email address (optional) — required for sending quotes, invoices, and the customer portal link.

Click Save Customer to create the record. You can immediately create a job or quote for them from the customer profile page.

Importing Customers from CSV

If you're switching from another system or have a spreadsheet of customer records, use the CSV import. Go to Customers → Import. Download the Trade2Base CSV template to see the expected column headers, then populate it with your data.

Required columns: name, address_line_1, postcode. Optional columns include phone, email, tags, and notes.

Upload your CSV and Trade2Base will show a preview of the first ten rows. Review that columns have been matched correctly, then click Import. Duplicate detection runs automatically — if a name and postcode match an existing customer, you'll be prompted to skip or merge.

Large imports (over 500 records) run in the background. You'll receive an email when the import is complete with a summary of records created and any rows that couldn't be imported.

Automatic Customer Creation

Trade2Base creates customers automatically in two situations:

• Customer portal bookings — when someone fills in your customer portal to book a job, a customer record is created with the details they provided.
• Embedded booking forms — when a visitor submits the booking form embedded on your website, their details create a new customer and a pending job request simultaneously.

Automatically created customers appear in your customer list immediately. You'll also see a notification in your Inbox so you can review and follow up. If a matching email address or name and postcode already exists, the new booking is linked to the existing customer rather than creating a duplicate.

Adding Multiple Addresses to One Customer

For landlords, letting agents, or commercial clients who have work done at multiple properties, you can add additional addresses to a single customer account instead of creating separate customers for each property.

Open the customer profile and scroll to the Addresses section. Click Add Address and enter the additional property details. Each address can have its own label (e.g. “Flat 4”, “Commercial unit”) and its own notes.

When creating a job for this customer, you'll be prompted to select which address the job is for. Job history is then tracked separately per address, making it easy to see the full service history for each property while keeping all billing under one customer account.

Viewing Customer Job and Invoice History

Open any customer record to see a full chronological history:

• Jobs tab — all past and current jobs, with status, engineer, and completion date.
• Invoices tab — every invoice raised, with amount, issue date, and payment status.
• Quotes tab — quotes sent, accepted, or rejected.
• Messages tab — SMS, WhatsApp, and email threads with this customer.

The summary at the top of the customer profile shows lifetime spend, number of jobs completed, and the date of the last contact — useful for identifying your most valuable and most overdue customers.

Adding Customer Notes and Tags

Notes are free-text fields on the customer record — useful for access instructions, gate codes, pet warnings, or preferences. Notes are visible to engineers when they open a job for this customer in the mobile app.

Tags let you categorise customers for filtering and marketing segments. Common tags include landlord, commercial, service-contract, or vip. Tags you create are available across all customers and can be used to build customer segments for campaigns.

To add a tag, click + Add Tag on the customer profile. Start typing to search existing tags or create a new one by pressing Enter.

Archiving a Customer

If a customer is no longer active — they've moved away, requested removal, or you simply want to declutter your list — you can archive them rather than delete them. Archiving hides the customer from your active customer list and all dropdowns, but preserves their full history for reporting and audit purposes.

To archive, open the customer profile, click the More actions menu (three dots in the top-right), and select Archive Customer. Confirm when prompted.

To view archived customers, go to Customers and toggle Show archived at the top of the list. You can unarchive a customer at any time from this view.

Still need help?

Contact our UK support team via live chat or email support@trade2base.com.