Clients, Properties & Leads

1. Go to CRM > Clients and click + New Client.
2. The quick-create step captures just four things: Display Name, Account Type (Residential or Commercial — Residential is the default), plus phone and email. Whether phone and email are required depends on your org's field settings.
3. Click Create & Continue → and the full client record opens immediately — billing info, custom fields, contacts, and office notes all live there.

A client also gets a Source field (referral, Google, BNI, etc. — your org configures the option list) and an optional Referred By link back to another client record, plus free-form tags for segmentation. None of these are required at creation — they're filled in on the full record afterward.

Every client has exactly one status. There is no separate "lead" object or conversion record anywhere in the schema — a Lead is a client whose status field happens to say "Lead." Converting a lead to a client is nothing more than changing that one field to Active (which also stamps the record's Client Since date — see below). Click Convert to Client on the lead's record, confirm in the dialog that appears, and the status flips; a "Converted from lead to client" entry is logged on the Activity timeline so you can see later exactly when it happened. Everything else — the display name, contacts, properties, custom fields, activity history already on the record — carries straight through untouched. This is also why the Zapier "Lead Converted to Client" trigger (see the Zapier guide) is really just watching for a status change to "active," not a distinct event type.

Cancelling a client requires picking a reason — Price, Moved, Unhappy with Service, No Longer Needs Service, or Other (which reveals a free-text field) — and that reason is kept on the record permanently for churn reporting. There's no undo dialog for it: to bring a cancelled client back, change the status again like any other field.

Client Since is the date a lead became a client — not the date the record was created. It is set automatically the moment a lead converts: clicking Convert to Client and confirming, or changing a Lead's status to Active in Edit. A record created directly as an Active client gets its creation date. Leads — open or Lost — have no Client Since at all, which is what lets reports tell "when did we first hear from them" (created date) apart from "when did they start paying us" (Client Since).

The lead and client reports lean on exactly that split:

• New Leads figures (Company Scorecard, Clients/Leads Monthly Matrix, the dashboard gauges) count every account created in the window, whatever its status is today — a lead that converted the same week still counts as a new lead that week.
• New Clients / Converted figures use Client Since, so a lead created in March and converted in May is a May client.
• Closed Leads means leads with status Lost. A lost lead is never counted as a client anywhere — client totals are Active + Inactive + Cancelled only.

Commercial clients can be nested under a property-manager parent using Link Parent Account on the child's detail page. The hierarchy is strictly one level deep: only a client that doesn't already have a parent of its own can be picked as a parent. A client that's already a child is filtered out of the parent picker entirely — you'd need to unlink it from its current parent first before it could become a parent itself.

The parent's detail page shows a Sub-Accounts banner listing every child and a combined balance figure. That balance is the parent's own outstanding balance plus the sum of every child's outstanding balance — not just the children's total — so the number on the banner always reflects everything owed across the whole account family, including the parent record itself if it carries its own charges.

"Outstanding balance" here means the client's Account Balance: the unpaid portion of issued invoices only. Draft invoices — auto-generated from completed visits but not yet printed or sent — are deliberately left out and shown as a separate Uninvoiced line on the client header, which links to those drafts. The same rule applies to every balance, receivables, and revenue figure in the Report Center; drafts appear only on the Income Not Invoiced report.

Worked example. A property management company, "Ridgeline Property Management," oversees three separate HOA communities you service on different contracts: Ridgeline manages Oakview HOA, Brookstone HOA, and Cedar Hills HOA as three individual commercial client records. You create Ridgeline Property Management as a commercial client, then create Oakview, Brookstone, and Cedar Hills as commercial clients in their own right (each keeps its own properties, contacts, jobs, and invoices — an HOA board still needs its own invoice history and site details). On each of the three HOA records, click Link Parent Account and pick Ridgeline. Now Ridgeline's record shows a Sub-Accounts banner with all three HOAs listed and a single combined balance — say Oakview owes $1,200, Brookstone owes $800, and Cedar Hills owes $0, with Ridgeline itself carrying no direct charges: the banner reads $2,000. If Ridgeline's management contract also bills a management fee directly to Ridgeline itself, that amount is added on top, not folded into or replacing the children's totals.

Paying a sub-account's invoice from the parent. When Ridgeline mails one check covering all three HOAs, record the payment on Ridgeline and allocate it across the HOAs' invoices in that single entry. Each HOA's own record then shows the payment on its Accounting card, tagged "via Ridgeline Property Management", so someone looking at Oakview alone can see how its invoice got paid without knowing to check the parent. Those rows are read-only on the sub-account — edit or reverse the payment from the parent where it was recorded.

On a client's detail page, click Add Property under Related Properties. The dialog captures a property name/label (e.g. "Main Office," "Rental Unit"), street address, city, state, ZIP, a gate code, and notes to crew. A single client can have any number of properties — this is how one commercial client, or a residential client with a rental, ends up with several distinct service addresses under one account.

The client detail page has a Custom Fields tab with a Takeoffs section where the measurements that feed the estimating engine's production-rate calculations are entered: Turf Sq. Ft., Mulch Bed Sq. Ft., Gross Sq. Ft., Linear Ft. Perimeter, Linear Ft. Edging, and Yards of Mulch. The gate code also has a home here, under an Access section, in addition to the one captured per property.

These totals are entered at the client level, not per individual property — there's currently no dedicated editor for breaking measurements down zone by zone or property by property when a client has more than one service address. If a commercial client has three properties with different turf areas, the Custom Fields tab holds one combined number, not three.

Add contacts from the client detail page, each with a type: Owner, Primary, Spouse, Property Manager, District Manager, Trustee/Board Member, Employee, Child, Other.

A contact can have multiple phone numbers on file. Toggle the star (★) next to a number to mark it primary — the same star toggle exists on the client's own phone numbers, independent of any contact.

Every note, call, email, invoice, payment, job visit, estimate, contract, automation, and ticket tied to a client lands in one chronological Activity Timeline on that client's record. Scheduling actions land here too: creating a job (including one converted from an estimate) logs "Job created," moving a visit to another day logs "Visit moved 9/7 → 9/8," dispatching one logs "Visit dispatched," and skipping or cancelling one logs the reason the dispatcher picked ("Visit skipped 9/9 — Client requested delay"). In practice this is the fastest way to answer "what's actually happened with this client" without hopping between the invoices tab, the estimates tab, and a separate notes log — everything is one feed, newest first, and each row deep-links straight to the invoice, estimate, or job it references.

Client > More > Account Statement generates a mail-in-style, running-balance statement PDF for the client — modeled on the org's old Service Autopilot statement report. The dialog sets a Statement Date, a Period From/To range, a toggle for whether to show invoice/payment line-item detail or just the running totals, a "don't generate if balance is less than" minimum-balance filter, and an optional statement message — with a live preview of the PDF alongside the fields as they're changed.

Open / Print opens the generated PDF in a new tab; Email Statement sends it to an address (defaulting to the client's own, but editable) instead. If the minimum-balance filter is set and the client's balance falls short of it, an email send is silently skipped rather than sent — the dialog reports this so it isn't mistaken for a delivery failure.