When a customer calls and asks "when were you last out here?" or "what did you do on the furnace?", the answer is on their profile. The Timeline tells the whole story in one list; the Jobs, Estimates and Invoices tabs give you each record type on its own.
Open the customer
Click Contacts in the sidebar and click the customer's name (or search for them from the top bar). The profile opens on the Timeline tab.
Read the Timeline
The Timeline has two parts:
- Open right now — work still in motion: jobs that are booked and estimates the customer hasn't answered yet.
- What we've done — everything that has happened with this customer, newest first, in plain sentences: jobs, estimates, invoices, phone calls, texts, emails, photos, files and notes. Each row shows the date, what happened, who handled it (for example Call · answered by Mike) and the amount where there is one. Click a row to open the job, estimate or invoice.
Reminders and other automatic texts are folded into a single N automated texts row so they don't bury the real conversation. Click the row to expand it, or switch off Hide automated texts to see every text in line.
Emails, photos and files
| Row | What it shows |
|---|---|
| One row per email sent to (or received from) the customer: the subject, the address it went to, and a status. | |
| Photos | One row per job per day, for example 3 photos on job JOB-0456, with up to six thumbnails. Videos are counted too (2 photos and 1 video on job …). Click +N more to see the rest on the job. |
| File | One row per document: the file name and size, and Customer file (stored on the customer) or on job JOB-0456. Click it to open the file in a new tab. |
The email status tells you whether it arrived:
| Status | Means |
|---|---|
| Sent | Sent; no delivery report yet. |
| Delivered | The customer's email provider accepted it. |
| Opened | The customer opened it. |
| Bounced | The address rejected it. Check the email address on the customer. |
| Failed | It couldn't be sent. |
| Suppressed | It wasn't sent because this address bounced or reported spam before. |
| Marked as spam | The customer marked it as spam. |
Files open in a new tab. If nothing happens and you see Allow pop-ups to open files, allow pop-ups for Run a Call in your browser and click again.
Long histories load in pages — click Load earlier activity at the bottom to go further back.
Look at one kind of record
Use the tabs to narrow down:
| Tab | What each row shows |
|---|---|
| Jobs | Job type, status, the problem the customer reported, and the job number. |
| Estimates | Estimate number, status (for example sent, viewed, approved), number of options, valid-until date, and amount. |
| Invoices | Invoice number, status, due date and amount. |
| Communication | Calls and texts as one conversation. You can reply by text right from this tab. |
Each tab shows the 20 most recent records. When there are more, the tab says Showing the 20 most recent of … — click View all to open the full Jobs, Estimates or Invoices list already filtered to this customer.
Service history for one piece of equipment
To see every visit on one unit — "everything we've done on the upstairs AC":
- Open the customer's Properties tab.
- Find the unit under Equipment at this address.
- Click History next to it.
See Viewing a unit's page and history.
Good to know
- Very long histories show the most recent 250 emails, 200 photos and 100 files of each kind on the Timeline. Older photos and files are still on their jobs and the customer's files.
- Cancelled jobs stay in the history. They show with their status so you can see what didn't happen as well as what did.
- One address or many? The Properties tab shows Last visit and what's Open here for each address separately — handy for landlords and customers with more than one home.