Verify that Portal access is enabled in the customer record. Check that the customer's email is correct — they sign in using their email address. If the email is correct, have them check spam folders for the magic link email.
Customers
Customers are the core entities in Chisel Tide. Each customer record holds contact information, preferences, properties, service plans, work orders, and billing details. Use the Customers section to manage your customer base, track their properties and pools, and coordinate service delivery.
Customers list page
The customers list at Customers in the navigation shows all customers across your organization. From here you can search, filter by status, add new customers, and navigate to individual customer records.
Search and filter
Search — Type a name, company name, email, or other identifying detail. Search is debounced by 300ms and filters results automatically.
Status filter — Click the status chips to filter by Active, Inactive, Prospect, Suspend, or Cancelled. Select All to remove the filter.
List actions
Add customer — Opens the customer creation slide-over.
Import customers — Import customer data from external sources via the import modal.
Empty states
If you have no customers yet, the page shows No customers yet with a prompt to add your first customer.
If a search returns no results, the page shows No customers found.
Add a new customer
To create a customer:
Click Add customer from the customers list page.
Fill in the customer details:
Name — The primary contact name.
Company name — Business name (optional for residential customers).
Email — Used for customer portal access and notifications.
Phone and Alternate phone — Contact numbers.
Type — Residential or Commercial.
Status — Active by default; you can also create prospects with status Prospect.
Preferred contact method — Email or Phone.
Language — English or Spanish.
Portal access — Enabled by default. When enabled, the customer can log into the customer portal to view service history, photos, invoices, and pay bills.
Autopay — Enable automatic payments for invoices.
Notifications — Configure which notifications the customer receives.
Tags — Add tags for organization and filtering.
Notes — Internal notes visible to your team.
Billing address — Separate from property addresses.
Click Save to create the customer.
If Chisel Tide detects a potential duplicate (matching email or name), a Duplicate Customer dialog appears. You can choose to merge with an existing customer or create a new record.
Customer detail page
Click any customer from the list to open their detail page. The detail page shows a header with customer name, company, status badge, and key actions, plus a persistent right rail with contact information and preferences.
Header information
Customer name and company — Displayed prominently at the top.
Status badge — Shows current status with a color-coded indicator.
Commercial badge — Appears if the customer is marked as commercial.
Lead stage chip — Visible for prospects showing their pipeline stage.
Customer since — Shows when the customer was created.
Header actions menu
The actions menu in the header changes based on customer status:
Active customers — Suspend, Mark inactive, Cancel customer.
Suspended or Inactive customers — Reactivate.
Prospect customers — Convert to active.
All non-cancelled customers — Cancel customer.
Right rail
The right rail persists across all tabs and contains:
Contact card — Email, phone numbers, and billing address.
Preferences & access card — Contact method, Portal access (Enabled/Off), Autopay status, Notifications, and Language.
Tags & notes card — Any tags and internal notes.
Messages card — Quick access to recent conversations.
Customer tabs
Overview
The Overview tab provides a summary of the customer's account, including recent activity, key metrics, and quick actions. Use this tab to get a snapshot of the customer relationship at a glance.
Properties
Properties are the physical locations where you perform service. Each property can have one or more pools, equipment, and service plans.
Add a property
From the Properties tab, click Add property.
Enter property details:
Property name — A label for the property.
Address — Street address for the service location.
Service day — The day of the week for recurring service.
Gate code — Access code if needed.
Access instructions — How to enter the property.
Parking instructions — Where to park.
Click Save.
Property cards
Each property card shows:
Address and service day.
Pool count, plan count, and contact count.
Recurring monthly revenue from attached service plans.
Expandable sections for pools and contacts.
From a property card, you can Edit property or Delete. If no properties exist, the tab shows No properties yet.
Activity
The Activity tab shows a timeline of interactions and events related to the customer, including service visits, communications, and status changes.
Plans
Service plans define recurring service schedules and pricing. From the Plans tab:
View all service plans assigned to the customer's properties.
Click Assign service plan to attach a new plan.
Cancel or modify existing plans.
If no plans are assigned, the tab shows No service plans yet with a prompt: "Assign a recurring service plan to start billing this customer on a schedule."
Work orders
Work orders are one-off jobs separate from recurring service plans — repairs, installations, or special service calls.
Work order filters
All — Shows all work orders.
Open — Active work orders pending completion.
Closed — Completed work orders.
Create a work order
Click New work order from the Work orders tab.
The form opens with the customer pre-selected.
Fill in work order details and save.
Empty states:
No work orders yet — The customer has no work orders.
No work orders match the selected filter — Work orders exist but don't match the current filter.
Customer statuses
Each customer has one of the following statuses:
Status | Meaning |
|---|---|
Active | Customer receives recurring service. Properties appear on routes, invoices generate automatically. |
Inactive | Customer is on pause. No new service or billing until reactivated. |
Prospect | Potential customer in the sales pipeline. Not yet receiving service. |
Suspend | Temporarily stopped. Service is on hold, often due to non-payment or seasonal pause. |
Cancelled | Customer is removed from active service. This is a soft delete that preserves historical data. |
Status transitions
Active → Inactive — Mark inactive when a customer takes a break from service.
Active → Suspend — Suspend to pause service and billing temporarily.
Active → Cancelled — Cancel customer when the relationship ends.
Inactive or Suspend → Active — Reactivate to resume service.
Prospect → Active — Convert to active when a prospect signs on for service.
Customer portal access
When Portal access is enabled for a customer, they can log into the Chisel Tide customer portal to:
View service history and visit details.
See before/after photos from service visits.
View and pay invoices online via Stripe.
Accept proposals.
Manage notification preferences.
Portal access is enabled by default for new customers. To disable it, edit the customer and toggle Portal access off.
Customers and billing
Customer records include billing configuration:
Autopay — When enabled, invoices are automatically charged to the customer's default payment method.
Autopay on hold — Temporarily pause autopay without disabling it entirely.
Billing address — Separate from service property addresses.
Stripe customer ID — Linked to the customer's payment profile in Stripe.
Default payment method — The card or bank account used for autopay.
Recurring revenue from service plans appears on each property card and rolls up to customer-level totals. To start billing a customer, assign a service plan to one of their properties.
Customers and routes
Properties link customers to your routing system:
Each property has a service day that determines which route it appears on.
Gate codes, access instructions, and parking instructions help technicians execute service efficiently.
Properties appear on technician routes based on their service day and assigned route.
Customers and work orders
Beyond recurring service, customers can have one-off work orders:
Work orders appear in the customer's Work orders tab.
Each work order links back to the customer and specific property.
Work orders can be created from the customer detail page or from the Work orders section.
Troubleshooting
A customer can't access the customer portal
A customer isn't appearing on routes
Confirm the customer status is Active. Verify at least one property has a service day assigned and an active service plan. Inactive, suspended, or prospect customers won't appear on routes.
Autopay isn't charging the customer
Check that Autopay is enabled and Autopay on hold is not checked. Confirm the customer has a default payment method saved in Stripe. If the payment method has expired or failed, the customer needs to update their card in the portal.
Duplicate customer records exist
When adding a new customer, Chisel Tide checks for duplicates by email and name. If duplicates already exist in your system, open the record you want to keep and manually update it, then cancel the duplicate record to preserve history.
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