Multiple phone numbers and email addresses on a customer

Summary

A customer record can now hold more than one phone number and more than one email address. This is useful for business customers (an accounts-dept email separate from the fleet manager’s mobile), customers with separate work and home numbers, customers with an after-hours contact, or customers whose Techman import contained semi-colon-joined emails that previously got hidden.

One phone is marked as the primary mobile, one phone as the primary landline (optional), and one email as the primary. The primaries are what Torqueflow uses for outbound notifications, voice AI caller-ID, invoice emails and the customer portal. Every additional number and email is searchable, callable, and reaches voice AI caller-ID, but it is not used for outbound automated messaging.

Prerequisites

• You are signed in with the customers.update capability. Owner, Manager, and Service Advisor roles all have this by default.

Steps

Add a phone number

1. Open the customer’s detail page.
2. On the Contact card, find the Phones panel.
3. Click Add phone.
4. Fill in:
   • Type - Mobile, Landline, Work, Home, or Other.
   • Number - typed in any common format. Torqueflow normalises it to the international format (e.g. +44 7700 900123).
   • Label (optional, max 50 characters) - free text shown next to the number, e.g. “After hours”, “Workshop main line”, “Fleet manager direct”.
   • Set as primary - toggle on if this should replace the current primary mobile (or primary landline, depending on type).
5. Click Save.
6. The new row appears in the panel. If you set it as primary, the previous primary of that kind moves down to a non-primary row.

Add an email address

1. On the same Contact card, find the Emails panel.
2. Click Add email.
3. Fill in:
   • Type - Primary, Accounts, Personal, Work, or Other.
   • Email - validated as you type.
   • Label (optional) - e.g. “Accounts dept”, “MD direct”.
   • Set as primary - toggle on if this should be the new primary email.
4. Click Save.

Edit or delete an entry

1. Hover (or tap on mobile) the row to reveal the inline Edit and Delete actions.
2. Edit opens the same dialog you used to add the entry, pre-filled.
3. Delete asks for confirmation. You cannot delete the only contact on a customer - if you need to remove a customer’s only number or email, add a replacement first.

Change the primary

1. Click the star icon on a non-primary row to make it the primary.
2. The previous primary becomes a non-primary row.
3. Outbound notifications, voice AI caller-ID matching priority, and the customer portal all switch immediately to the new primary.

Find a customer by an additional number or email

The global customer search and the customer typeahead in dialogs (New Work Order, New Quote, etc.) now search across every phone and email on the customer’s record - not just the primaries. So if you type a partial number that matches a fleet manager’s after-hours mobile, the customer comes up even though that number is not their primary.

Voice AI caller-ID

When a caller dials in on any phone number on the customer’s record - primary mobile, secondary landline, after-hours mobile - the voice AI receptionist matches them to the customer and treats them as a known caller. Without this, calls from a number that was not the primary would have come through as anonymous.

Expected Outcome

• The customer’s record shows one Phones panel and one Emails panel with all contact entries listed.
• Outbound notifications go to the primary entries.
• Search, voice AI caller-ID, and merge-duplicate detection all reach every entry on every customer.
• Imported customers from Techman who had semi-colon-joined emails like accounts@x.co.uk;mike@x.co.uk now have those split into separate rows on the Emails panel; previously only the first was visible.

Troubleshooting

Problem: I added a number but it did not save. Cause: The number could not be normalised to a valid international format - likely a typo or missing country code. Fix: Edit the number and ensure it is a complete UK number (with or without leading zero) or international with country code.

Problem: Outbound notifications still go to the old number after I changed the primary. Cause: The change has not been refreshed in the customer’s portal session, or a notification was queued before the change. Fix: New notifications use the new primary. Already-queued ones complete with the old number.

Problem: Customers report they get the same WhatsApp/SMS at two numbers. Cause: Both numbers are set as primary mobiles on different customer records (a duplicate). Fix: Use Merging customers to combine the duplicates - the merge tool now also copies non-conflicting phones and emails from the loser record onto the survivor.

Permissions

Action	Required capability
View phone and email panels	customers.view
Add, edit, or delete entries	customers.update
Change the primary	customers.update
Delete the only contact on a customer	customers.delete (Owner / Manager only)

Notes

• Imported customers from Techman keep an “Imported” badge on rows that came from the import, so you can tell which entries were captured by the importer vs added by hand.
• Adding multiple emails does not yet route invoices or statements to a non-primary email - those still go to the primary. If you need a finance-only email to receive a copy of an invoice, contact support - dedicated invoice routing per email type is a planned follow-up.
• The merge-duplicates detection job now also reports duplicates that share a non-primary number or email, not just primaries. See Duplicate suggestions.
• Each entry is recorded in the audit log so you can see who added or changed contact data on a customer.