Managing customers

What you'll learn

• How to add the customers you interpret for and bill, and keep their details up to date.
• What to do when you stop working for a customer, so no one books new appointments for it.

Find a customer

A customer is anyone you interpret for and bill, such as a hospital or a school. Customers lists your agency's active customers.

1. Go to Customers.
2. In Search customers..., enter part of a name, an email address, or a phone number.
3. Click the customer's row to open its page.

Add a customer

Add the customer before its first appointment. The LEP client, the person who needs the interpreter, goes on each appointment instead.

1. Go to Customers and click + above the list.
2. In the New Customer dialog, under Details, enter the Name and Email.
3. If your agency has more than 1 team, select the customer's Team.
4. Under Customer Address, start typing in Address and select the match. Fluent fills in City, State, and Zip.
5. If invoices go to another address, turn off Same as location and enter the Billing Address.
6. Click Save.

Next, add the customer's sites and rate card from its page.

Use the customer page

Each tab of a customer's page does one job. Which tabs you see depends on your role.

• Overview: See how much work you do for the customer, and keep its details, addresses, and sites.
• Rates: Set the prices you bill this customer. See Customer rate cards.
• Invoices: See this customer's invoices. See Review and approve invoices.
• Form fields: Choose which appointment details appear on this customer's invoices. Each customer follows a preset from Settings › Form fields. Saving a change here gives this customer its own preset and leaves the others as they are.

The Activity card on Overview sums up the customer's appointments and hours over the last 6 months, or a range you pick.

• Hours: counts submitted vouchers only.
• Invoiced and Outstanding: anyone who sees the Rates tab also sees them. Invoiced includes drafts.

Add a site

A site is a place where you interpret for the customer, such as a clinic. Pick it on an In-person appointment to use its address.

1. On the Overview tab, click Add Site in the Sites card.
2. Enter the Site Name and Address, and click Save.

To change a site or take it off new appointments, open the ⋮ menu on its row and click Edit site or Deactivate site.

Edit a customer

Update a customer's details or addresses when they change.

1. Open the customer from Customers.
2. Click Edit at the top right.
3. On the Overview tab, change the Details, Customer Address, or Billing Address.
4. Click Save changes in the bar at the bottom of the page.

Important: The page stays in edit mode until you click Cancel, and Save changes saves whichever tab is open.

Deactivate or reactivate a customer

Deactivate a customer you no longer work for, so no one books new appointments for it. You can reactivate it later.

To deactivate a customer:

1. Open the customer and click Edit.
2. Click Deactivate in the bar at the bottom of the page.
3. In "Deactivate this customer?", click Confirm.

The customer leaves the active Customers list and the customer list on new appointments.

To reactivate a customer:

1. Go to Customers and click the sliders icon next to the search field.
2. Under Status, select Deactivated and click Apply.
3. Click the customer, then click Reactivate at the top right.
4. In "Reactivate this customer?", click Confirm.

Who can manage customers

What you can do with customers depends on your role.

Task	Owner	Admin	Manager	Scheduler
Find and edit customers and their sites	Yes	Yes	Yes	Yes
Add a customer	Yes	Yes	Yes	No
Deactivate or reactivate a customer	Yes	Yes	No	No
See the Rates, Invoices, and Form fields tabs	Yes	Yes	No	No

Interpreters and organization team members don't see Customers.

Rules and limits

• You need at least 1 customer before you can create an appointment.
• Customers isn't filtered by team, and a customer's Team doesn't limit who can see or edit it.
• Customers has no export.
• You can't delete a customer. Deactivating keeps its appointments and invoices.
• A deactivated customer's page has no Edit button. Reactivate it before you change it.

Troubleshooting

"Please complete the required fields"

A required field is empty, or the email isn't a valid address. Fix the marked fields and click Save again.

I can't find a customer

Customers shows active customers only. Filter Status by Deactivated to see the rest.

I don't see +, Deactivate, or the Rates tab

Your role doesn't include that task. Ask someone whose role does, as listed under Who can manage customers.

Related articles

• Create an appointment
• Customer rate cards
• Review and approve invoices
• Teams