Create and edit a customer
Add a customer by hand with name, email, phone, address, date of birth, and driver license, then edit any field. DOB and DL are stored encrypted.
A customer record holds everything about a buyer: contact info, address, deals, documents, and history. You can add one by hand here, or one gets created for you when you start a deal.
Add a customer
- Go to Customers and click Add customer.
- Enter the First name and Last name. These two are the only required fields.
- Fill in any contact details you have: Email, Phone, and Mobile phone.
- Add the Date of birth, Driver license number, DL state (2 letters), and DL expires if you need them for a deal or title work. On a phone, tap Scan license at the top of the form and photograph the front of the customer's license: the name, date of birth, license number and state, expiry and address fill in for you. Check each one against the card before you save. What was read is not kept anywhere until you save the form.
- Add the Address (line 1 and 2, city, state, postal code, and country, which defaults to US).
- Add any Notes for your team.
- Click Add customer. You land on the new customer's profile.
Email is optional, but if you enter one it must be a valid address. Date of birth and driver license number are stored encrypted, so they never show on your public site or in feeds.
Email must be unique per dealership. If you see "A customer with this email already exists for this dealer," that buyer is already in your list, so search for them instead of making a duplicate.
Edit a customer
- Open the customer from the Customers list.
- Click Edit (top right of their profile).
- Change any field, then click Save changes.
Saving submits the whole form, so it replaces every field with what's on the form. If you blank out a field and save, that field is cleared. To keep a value, leave it as-is; don't delete it. First name and last name can't be emptied; they're required.
You don't have to fill in everything up front. Add what you have now and come back to edit the rest before a deal needs it.
When a customer asks not to be emailed
Under Contact on the customer's page, Stop all emails turns on No account emails for them. Use it when the customer asks you to stop emailing them, whether in person, on the phone, in a reply or in a text. Add a note saying how and when they asked; it shows on their page next to who turned it on and when.
While it's on, nothing is emailed to the customer's address from anywhere in the app:
- account and payment emails, and BHPH payment reminders;
- appointment reminders and signing invites (they sign in store instead), even when a different address was typed for the signing;
- templated messages, review requests, car alerts and anything a person writes from the timeline, where Send email is hidden.
A lead with the same email address is covered too. The one email that still goes is a sign-in code the customer asks for themselves on the borrower portal, so they're never locked out of their own loan.
The assistant can't turn it off. When a customer asks it to stop emailing them, it prepares a card to turn this on, and a person approves the card, even with Autopilot on. To allow emails again, press Allow emails again on the customer's page, but only when the customer asks for email again.
What gets recorded
Every add and edit writes to your audit log (customer_created / customer_updated), so there's a trail of who changed a record and when. Turning No account emails on or off writes its own entry, with the note.
FAQ
Which fields are required?
Only First name and Last name. Everything else (email, phone, address, driver license, date of birth, notes) is optional and can be added later.
Why won't it save my customer's email?
Email must be unique within your dealership. If another customer already has that exact email, the save is blocked. On a new customer you'll see "A customer with this email already exists for this dealer"; while editing you'll see "Another customer with this email already exists."
Do I need to create a customer before starting a deal?
No. You can add one here first, or pick an existing customer when starting a deal. Adding them here just means they're ready to pick.
Are date of birth and driver license number safe to store?
Date of birth and driver license number are encrypted at rest, never appear on your storefront or in marketplace feeds, and aren't used in customer search. (DL state is stored as a normal field.)
Who can add and edit customers?
Any signed-in team member can add and edit customers. There's no role restriction.
I cleared a field by accident and saved. What now?
Just open Edit again, re-enter the value, and click Save changes. Saving submits the whole form, so a blank field clears that value and re-typing it restores it.