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Managing Contacts

Contacts are the people you interact with at each account. Clearwell allows multiple contacts per account with different roles and permissions.

Adding Contacts​

From Account Page​

  1. Navigate to the account
  2. Click the Contacts tab
  3. Click "+ Add Contact"

Contact Information​

Basic Details​

  • First Name & Last Name (required)
  • Title/Position
  • Department
  • Email Address
  • Phone Numbers:
    • Mobile
    • Office
    • Direct line

Contact Role​

Define their relationship to the account:

  • Primary Contact: Main point of contact
  • Billing Contact: Receives invoices
  • Technical Contact: For service issues
  • Authorized Approver: Can approve work
  • Site Contact: On-site representative
  • Emergency Contact: After-hours issues

Communication Preferences​

  • Preferred Contact Method: Email, Phone, Text
  • Best Time to Contact
  • Language Preference
  • Opt-in for Updates: Service reminders, newsletters

Contact Permissions​

Control what contacts can do:

Portal Access​

  • View work orders
  • Submit service requests
  • Approve quotes
  • View invoices
  • Access reports

Notification Settings​

  • Work order updates
  • Appointment reminders
  • Service completions
  • Emergency alerts

Organizing Contacts​

Primary Contacts​

  • Each account should have one primary contact
  • Receives default communications
  • Shows first in contact lists

Contact Groups​

Group contacts by:

  • Location (for multi-site accounts)
  • Department
  • Notification preferences
  • Access levels

Contact Status​

  • Active: Current employee/contact
  • Inactive: No longer with company
  • On Leave: Temporarily unavailable

Contact Communication​

Email from Clearwell​

  1. Click on contact email address
  2. Compose message
  3. Email sent and logged in activity

SMS Notifications​

  • Requires mobile number and opt-in
  • Appointment reminders
  • Technician arrival alerts
  • Work order completions

Bulk Communications​

  1. Select multiple contacts
  2. Choose communication type
  3. Send updates to group

Contact Portal​

Customer Portal Access​

Enable contacts to:

  • Submit service requests
  • View work order status
  • Access service history
  • Download reports
  • Update their information

Setting Up Portal Access​

  1. In contact details, enable "Portal Access"
  2. System sends invitation email
  3. Contact creates password
  4. Access level based on role

Portal Features by Role​

Basic Access​

  • View their submitted requests
  • See assigned work orders
  • Update contact information

Approver Access​

  • All basic features plus:
  • Approve quotes
  • Authorize work
  • View account assets

Admin Access​

  • Full account visibility
  • Manage other contacts
  • View all history
  • Access reports

Best Practices​

Data Quality​

  • Keep email addresses current
  • Verify phone numbers work
  • Update when contacts change roles
  • Remove departed employees

Communication Strategy​

  • Set clear primary contacts
  • Define escalation paths
  • Document special instructions
  • Respect communication preferences

Security​

  • Regularly review portal access
  • Remove access for departed contacts
  • Use role-based permissions
  • Monitor login activity

Advanced Features​

Contact Sync​

  • Import from CSV
  • Sync with CRM systems
  • API integration options
  • Webhook notifications

Contact Insights​

  • Communication history
  • Response rates
  • Preferred contact times
  • Engagement metrics

Automation​

  • Auto-assign based on type
  • Workflow triggers
  • Escalation rules
  • Follow-up reminders

Common Scenarios​

New Employee Onboarding​

  1. Add as contact
  2. Set appropriate role
  3. Configure notifications
  4. Grant portal access if needed

Contact Leaves Company​

  1. Mark as inactive
  2. Remove portal access
  3. Update primary contact if needed
  4. Reassign open items

Multiple Locations​

  1. Create contacts for each site
  2. Use location field
  3. Set site-specific preferences
  4. Configure local notifications

Troubleshooting​

Email Bounces​

  • Verify email address
  • Check for typos
  • Contact may have left
  • Update with new address

Portal Access Issues​

  • Resend invitation
  • Check spam folder
  • Verify email address
  • Reset password if needed

Missing Notifications​

  • Check contact preferences
  • Verify opt-in status
  • Review notification settings
  • Check mobile number for SMS