Customer detail page
Clicking a customer in the customer list opens that customer's detail page — a "customer 360" that pulls everything you do for them into one place: their money position, their sites, the quotes you've proposed, the work you've done, and their documents.
Sticky header
A header stays pinned to the top of the page as you scroll — directly beneath the top bar — so the customer's identity and money position are always in view. It shows:
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The customer name, a status badge, the account number, and the customer's account tags.
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Three KPI chips. Each one is a button that opens the Billing tab and scrolls to the section its figure is worked out from, so you land on the detail rather than the top of a long tab:
KPI What it shows Opens Owing / In credit / Balanced The customer's current statement balance. Owing is shown in a warning tone; In credit and Balanced in a calm one. Billing → Statement Monthly recurring The total monthly value of the customer's active subscriptions (their MRR), with the number of active subscriptions beneath it. Billing → Subscriptions Overdue The total balance across their overdue invoices — unpaid, and past the due date (the issue date when an invoice has none) — highlighted when above zero. The same figure as the Customers list's Overdue column. Billing → Invoices The Billing tab's sections each load their own figures, so the page may adjust its position once as they arrive. Scrolling yourself stops it — once you've taken over, it won't move the page again.
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Quick action buttons (managers only). Add a site starts the Add a site flow with this customer already filled in. New quote and New invoice open a new quote / invoice form pre-filled for this customer, switching you to the Quotes or Billing tab; Log a note jumps to the Activity tab and focuses the memo composer. A More menu holds the rest: Account link, Start onboarding (when the onboarding module is on) and Monthly summary.
It only switched you to the Billing tab, which is where the statement lives anyway — the Billing tab does exactly the same thing in one click.
Setup card
Above the Overview cards sits the account's Setup card — four lines, each with one button:
| Line | Green when | The button |
|---|---|---|
| Name and mobile | The account has a name and a mobile number | Edit / Add mobile → Edit details |
| Email on file | A billing email is on the account | Edit / Add email → Edit details |
| Sites ready | Every site on the account is Ready to monitor | Open (site) opens the first site that still needs work; Add a site when there are none |
| Billed on a subscription | An active subscription exists for the account | Set up billing opens the subscription form; View billing scrolls to the subscriptions |
The billing line is informational (blue, not amber): monitoring never waits for it. The card reads Complete when all four are green.
Account rail
The page sits beside the account rail — the customer on top, an Account link (highlighted here), then every site on the account with its Setup dots, and under a site in partitioned premises mode its premises, indented. Click a site to open it; + Add starts the Add a site flow for this customer. The rail is 280px wide on full HD and 220px on smaller laptops, folds to a strip with its fold button (remembered per browser), keeps the account's sites and this page cached so hopping between them is instant, and lands you back on the tab you left. It is described in full under Site details → Account rail.
When email isn't reaching them
If any address for this customer has bounced in the last 90 days, a red panel appears above the tabs, listing each address with how many of its recent emails bounced and when one last got through:
Email to this customer is bouncing accounts@example.co.za — 14 of 17 bounced, most recently 23 Jul. Last delivered 6 Jul.
It sits above the tabs because a dead address breaks all of them at once. Invoices, statements, quotes, appointment notices and reminders all use the same addresses, and a dead one looks like a successful send every time — a missing address makes the send dialog complain, while a dead one doesn't. Usually the first anyone hears of it is the customer asking why they're being chased for an invoice they never received.
The heading tells you which conversation to have:
| Heading | Meaning |
|---|---|
| Email to this customer is bouncing | Some got through, some didn't — the address may be full, or intermittently rejecting. |
| Email isn't reaching this customer | Nothing has ever got through to that address. Treat it as wrong, not flaky. |
The same warning appears inside every send dialog, just above the To field, so you see it in the moment before sending to a dead address again.
Fixing it is a phone call and an edit: get a working address and update it on Edit details (or on the contact). The panel disappears once new sends stop bouncing.
The mail provider tells us that a message bounced but the reason isn't currently stored, so CleverOps can't yet distinguish "mailbox full" from "no such address". The counts are usually enough to tell them apart: an address that has never once been delivered to is wrong, not full.
Tabs
The detail page is organised into eight tabs, in this order:
| Tab | What it covers |
|---|---|
| Overview | The account's Setup card, its open sales pipeline and account details, with an Edit details button for the account fields (see below) |
| Sites & contacts | The sites this customer owns, plus the customer's contacts and their notification preferences |
| Quotes | Every quote for the customer |
| Jobs | Every service job for the customer |
| Tickets | Every ticket for the customer |
| Activity | Memos & call log, a unified newest-first timeline, and the sent-messages delivery log |
| Billing | Invoices, payments, and the statement for this customer |
| Documents | Files attached to the customer |
Sites & contacts, Quotes and Jobs each carry a small grey count of how many records sit behind them, so you can see which tabs are empty without opening them. A tab with nothing in it shows no count at all.
The active tab is remembered in the page URL, so a link to the page can open straight on, say, the Billing tab. Old links using the former tab names still resolve: summary and details open Overview (details opens it in edit mode), contacts opens Sites & contacts, and messages opens Activity on the Messages sent view.
Overview tab
The Overview tab merges the old Summary and Details tabs: a read view of the account, with an Edit details button (managers only) that flips the same tab into the editable form in place. The read view has two cards:
- Open deals — the customer's open sales pipeline. Each deal links straight to its lead on the Leads board, and a New deal button opens the Leads board to start one. Won and lost deals are excluded — this card is live pipeline only.
- Account details — a read-only summary of the account fields (account number, legal name, VAT number, billing contact, etc.), with the Edit details button on the card itself.
The customer's name, status, balance and monthly recurring are not repeated here — they are on the sticky header a few centimetres above, and the sites / quotes / jobs counts are the chips on the tab strip.
Clicking Edit details opens the editable account fields, grouped into Identity and Billing contact cards, the Notes box, and the Account status & scheduled changes card. These are the fields described in Customers overview → Customer details. Cancel returns to the read view, and warns first if you have unsaved changes.
At the bottom of the edit view sits a Danger zone with the Delete customer button — the only place a customer can be permanently deleted. Deletion is blocked while the customer has invoices (financial history can only be closed); otherwise a confirmation explains that the customer's sites are unlinked, not deleted, and that setting the status to Closed is the way to retire the account while keeping its history.
Sites & contacts tab
The Sites & contacts tab is where you manage which sites belong to this customer. Each linked site is its own card showing the site name — which links straight to the site — its address, and its recurring run-rate: the monthly-equivalent amount with the count of active subscriptions beneath it.
Underneath each card sit that site's contacts — the app users and non-app call-list contacts on the site (from Site Details → Users), laid out in columns so a site with many keyholders stays compact. Each person shows their initials, their name, and one quiet line beneath it:
- Role — only when it is an elevated one (Owner or Admin). Ordinary users carry no role label here; Site Details → Users still shows the role for every person.
- Access — App user for someone with the CleverAlert app, or Phone only for a call-list contact without it.
- Phone, formatted and click-to-call.
A contact with no name on the site and no profile name reads Unnamed contact (or Unnamed app user) in italics — a prompt to give them a name in Site Details → Users.
- New site — creates a brand-new site already attributed to this customer. It opens the same Create a Site form used from the Sites page, with the Customer field pre-filled and locked to this account, so a new premises does not have to be created on the Sites page and then linked back here. On save you land on the new site's details page.
- Link a site — opens a searchable picker of the other sites in the VCR. Type to filter by site name, address, or the current owner's name, then Link an unlinked site. A site already owned by another customer shows that owner and offers Reassign instead — reassigning moves the site (and its billing attribution) from the other customer to this one, and asks you to confirm because it affects both accounts' statements.
- Unlink — detaches a site from the customer. Because a site under a customer is treated as near-permanent, unlinking always asks you to confirm first. The site stays in the VCR; only its billing attribution to this customer is removed until it is linked again.
The same link can be made from the other side: a site's header carries a Customer row with its own Link a customer wizard. Both doors do the same thing — move the site and hand its subscriptions over together.
Below the sites list, the Contacts & notification preferences card holds the customer's contacts — the same contacts and per-channel consent settings described in Contact persons. (This card used to be its own Contacts tab.)
Quotes tab
The Quotes tab lists every quote for the customer, with a New quote button and a summary strip across the top — Total, Open, Accepted, Pipeline value, and Accepted value (Pipeline value excludes declined, expired and withdrawn quotes). A segmented filter switches between All / Sales / Technical quotes.
Each row shows the quote's subject, quote number, status, item count, total, and follow-up date. Clicking a row opens the quote editor. On an accepted quote (approved internally or accepted by the customer) that has no job yet, a To job button converts it in one click; once a quote has produced a job or invoice, Job # and Invoice # chips link to those records.
Jobs tab
The Jobs tab lists the customer's service jobs — Job · Status · Scheduled · Invoice — newest first, with a New job button. The job title links to the service job; the Invoice column links to the invoice once the job has been billed, or shows the pending amount before then.
Tickets tab
The Tickets tab answers "what has this customer been calling about" — the shared tickets list scoped to this customer, with the full toolkit: add a ticket, filter the list, and promote a ticket to a job or quote.
Activity tab
The Activity tab opens with a Memos & call log card — a composer for logging notes and calls, plus the managed memo list (pin/delete) — followed by the account's story in one place: a reverse-chronological timeline of everything that happened on the customer, grouped by day. A Timeline / Messages sent toggle at the top switches between the timeline and the sent-messages delivery log (see below). The timeline unifies:
- Memos added to the account
- Quotes — created, accepted online (with who accepted), declined (with the reason)
- Jobs — created and completed
- Money — invoices created and paid, payments received (and rejected/bounced), credit notes, proof-of-payment submissions from the portal
- Subscriptions — every change (created, price change, pause, resume, cancel…)
- Documents uploaded, tickets logged, and every email sent (quotes, invoices, statements, account links) with its recipient
- E-sign — documents sent for signature, opened by the signer, signed, declined, withdrawn, and reminders the system sent about them
- The deal this account converted from on the Leads board
- Calls, messages and notices logged against the customer — a call a rep logged, a sales message sent to them, an alarm-handling change notice — which were recorded before but shown nowhere
- Onboarding journeys — started, went live, closed (with the reason)
- Changes people make to the account — the customer created, renamed, its status changed (for example Prospect → Active when a site is linked), its account manager, and edits to its billing email, address, contact, VAT or ID details (which fields changed, never the ID number itself); a second billing profile added, edited, made the default or removed; and contacts added, edited (including notification preferences and what they may do), made primary or removed. Filled in from 17 June 2026.
Rows that point at a quote, job, invoice, lead, or onboarding journey are links — click through to the record. Money events show their amount on the right. The feed loads the most recent 50 events; Load older activity pages further back.
Messages sent view
The Messages sent view (the former Messages tab) answers "did the customer get it?" in one place: every message sent to this customer's contacts — automations, reminders, documents-by-text, receipts — across email, app push, WhatsApp and SMS, newest first, with a channel filter. Each row shows when it went, on which channel, what it was, who it went to, and the outcome — including skipped attempts with the reason (no text consent, opted out, budget reached) and, for document emails, when it was first opened. It's the same information as the Settings → Messaging Outbox, pre-filtered to this customer.
Billing tab
The Billing tab is the customer's money view — their invoices, payments, statement, and payment options — the same records covered in Invoices & Payments and Statements, scoped to this customer. Deep-links from invoices land here.
The Billing account card also holds this account's document preferences under Documents sent with invoices: Attach the job report sends the service report with any invoice raised from a job, and Combine into one PDF decides whether supporting documents arrive as separate attachments or as extra pages on the invoice. Both are off by default. See Supporting documents.
Documents tab — send a document with every invoice
Each row on the Documents tab has a With invoices tick. Turn it on and that file is attached to every invoice sent to this customer, and listed for download on every invoice share page and in their account view — the usual case is a purchase-order worksheet, site-access sheet or SLA annexure the customer supplied and wants handed back with each bill. Because both pages read the tick live, unticking it also stops the file appearing on links already sent.
It is a per-document tick rather than a category rule on purpose: most of this tab (ID documents, debit-order mandates, internal correspondence) must never reach the customer, so nothing leaves unless you say so. How those files arrive — as separate attachments or combined into the invoice PDF — is set on the customer's Billing tab. See Supporting documents.
Documents tab — send a document for signature (e-sign)
Any PDF on the Documents tab (typically a contract) can be sent for online signature — no third-party e-sign subscription needed:
- Click Send for signature on the document's row and fill in the signer's name and email (pre-filled from the billing contact), the document title and an optional message.
- Choose how to send it. By default the link goes by email; if your VCR has SMS/WhatsApp signing switched on, a Send by picker lets you deliver the link and one-time code by WhatsApp or SMS to the signer's mobile instead. The signer receives a branded message with a secure link (valid 30 days). On the signing page they read the PDF, then verify a one-time code emailed to the same address, type their full name, draw a signature, and tick that they agree to be bound by the document. They can also decline with a reason.
- On signing, CleverOps appends a signature certificate page to the PDF — signer name, verified email, timestamp (SAST), IP address, browser, and the document's SHA-256 fingerprint (proving the signed file is byte-identical to the file sent) — and files the signed copy privately. Both the signer and your accounts email get a confirmation with the link. (A document prepared from an onboarding contract template also gets the drawn signature placed into the template's own signature boxes, and the signing date into its date boxes, before the certificate page is added.)
The Signature requests list under the documents table tracks each request (Sent / Viewed / Signed / Declined / Withdrawn) with view counts; from there you can copy the signing link, resend the email, withdraw a pending request, or open the Signed PDF. Signature events also appear on the customer's Activity tab.
Standard documents (a reusable library)
For contracts and T&Cs you send often, you don't have to re-upload the file each time. Click Send standard doc (next to Upload document) to open the signing flow in template mode:
- Pick a document from your standard documents library and send it — the signer flow is identical.
- The Manage panel (inside the same dialog) lets you upload new standard PDFs and remove old ones. The library is shared across all customers in the VCR, so a contract uploaded once is available on every account.
- Removing a standard document only takes it out of the picker — documents already sent for signature are unaffected.
- The same library is offered from an onboarding journey's Paperwork tab (see Sending a document for signature), which is the usual way a monitoring contract or a debit-order mandate reaches a new customer. A one-off PDF uploaded there can be ticked straight into this library, so it is here next time.
Reminders for unsigned documents
If a signer hasn't signed, CleverOps can nudge them automatically with the same secure link — turned on per VCR under Settings → Reminders → Customer reminders (Unsigned-document reminders, off by default; set the days between reminders and a cap). Reminders stop the moment the document is signed, declined, withdrawn, or the link expires.
This is an ordinary electronic signature under the ECT Act (25 of 2002) — valid for normal commercial contracts like service agreements and SLAs, with strong evidence (email-OTP identity, document hash, certificate page). It is not suitable for documents that legally require an accredited advanced electronic signature: suretyships, sale of immovable property, long leases, or wills.
Permissions
Viewing the detail page is open to any team member with access to the VCR. Creating quotes, jobs, and invoices, and editing account fields, requires the relevant management permission.