Browsing the Customer Directory

Summary

The Customer Directory lists every customer linked to your organisation. You can search, sort, and click through to individual customer records. You can also add customers directly from this page.

The list also shows two badges per customer:

• Account Status (Standard / Account / Upgrade Pending) — see Customer account types and payment terms.
• Compliance (green tick / amber clock / red alert) — whether the customer has accepted the document templates that apply to them. See Customer onboarding documents.

Filter buttons above the list let you narrow to a specific account status or compliance state.

For data quality, this directory is also the entry point for merging duplicates, reviewing duplicate suggestions, and deleting erroneous records.

Prerequisites

• You are signed in to Torqueflow.
• Your account has the customers.access capability (Owner, Manager, or Advisor by default). Technicians cannot access this page.

A note on customer addresses

Each customer can have several addresses. The address used on invoices and statements resolves in this order:

1. The address typed as Billing.
2. The address marked Primary.
3. The first address on the record.
4. None — the document renders without a “Bill to” block.

Setting an address type to “Billing” overrides the primary flag for financial documents. UK postcodes are validated on add and edit — invalid postcodes are rejected with “Enter a valid UK postcode” (international postcodes are not supported in this version).

You can delete the sole remaining address on a customer if you really want to. You cannot delete a primary address while another address exists — set a different primary first.

Permissions

Only users with the customers.access capability can view the Customer Directory. Users without this capability are redirected to the dashboard.

Steps

1. Click Customers in the main navigation, or go to /customers directly.
2. The directory loads with customers listed in a table. Each row shows five columns:
   • Name - formatted as “LastName, FirstName (Title)”. For example, “Smith, John (Mr)”.
   • Company - the company name, if set. Truncated if long.
   • Email - the customer’s email address. Truncated if long.
   • Phone - the customer’s phone number. A WhatsApp badge appears next to the number if the customer has a verified WhatsApp connection.
   • Location - the primary address, shown as city and postcode. Falls back to postcode only, city only, or the first line of the address if those fields are missing.
3. To find a specific customer, type into the Search field at the top of the table. The search runs on the server after a short delay (300ms). It matches against first name, last name, company name, email, and phone number.
4. To change the sort order, click a column header. Sortable columns are:
   • Name (sorted by last name, then first name) - this is the default, A-Z
   • Company
   • Email
   • Phone
   • The Location column is not sortable.
   • Click the same column header again to reverse the sort direction.
5. The table uses server-side pagination with 50 customers per page. Use the Previous and Next buttons at the bottom to move between pages. The current page number and total page count are shown.
6. Click any row to open that customer’s detail page.
7. To add a new customer, click the New Customer button at the top-right of the page. This opens a dialog where you enter the customer’s details.

Expected Outcome

You see a searchable, sortable list of all customers in your organisation. Clicking a row takes you to the full customer record, where you can view their vehicles, work order history, and contact details.

If your organisation has no customers yet and no search is active, you see the message: “No customers yet - Click ‘New Customer’ above to add your first customer.”

Troubleshooting

Problem	Cause	Fix
Page redirects to the dashboard	Your account does not have the customers.access capability.	Ask your Manager or Owner to check your role in Settings.
Search returns no results	The search term does not match any customer name, company name, email, or phone number.	Check for typos. Try searching by a different field.
Customer list looks empty but you expected records	You may be viewing the wrong organisation, or customers have not been created yet.	Confirm you are signed in to the correct organisation.
Location column is blank for a customer	That customer has no address on file, or their primary address is missing city and postcode.	Open the customer detail page and add or update their address.

Notes

• The result count is displayed above the table, showing the range and total. For example, “Showing 1-50 of 230 customers”.
• When a search is active, the result count updates to reflect the filtered total. For example, “Showing 1-12 of 12 results for ‘smith’”.
• Sort and search state is preserved in the URL. You can bookmark or share a filtered view.
• The search field does not require pressing Enter. Results update automatically after you stop typing.
• Customers on the Blocked privacy tier do not appear in this directory or in customer search. Inbound voice calls from a Blocked customer still surface in the messaging inbox under their record with a “Privacy: Blocked” badge, but the directory listing intentionally hides them. See Privacy settings for what each tier means.