Minimum Version Required: 22.01
Pre-Conditions
Introduction
This document outlines the steps to update customer phone numbers within the Encompass system. Due to the system's structure, there are specific procedures to follow, especially when dealing with customers who may or may not have associated user accounts.
Understanding the System
Primary Contact and Phone Numbers:
When a customer's primary contact is set to a user within the system, the customer's phone number is automatically pulled from the user's phone number field.
Therefore, to change a customer's phone number, you may need to adjust the primary contact or the user's phone number.
Steps
Steps to Update Customer Phone Numbers
1. Locating the Customer:
Use the universal search function in Encompass and search for the "Customers" table.
Filter the customer table by the customer ID you wish to update.
2. Editing the Customer:
Click on the customer's entry to open their details.
Click the "Edit" button (usually represented by a pencil icon).
3. Updating the Primary Contact:
Scroll down to the "Primary Contact" dropdown menu.
Select the appropriate user to assign as the customer's primary contact.
Note: If the correct user is already assigned, and the phone number is still incorrect, you will need to edit the users phone number in the user table.
Important: if there is no user listed in the user table, you will need to add that user.
4. Saving Changes:
Click the "Save Changes" button (located at the top or bottom of the edit page).
5. Verifying the Update:
Check the customer's details to ensure the phone number has been updated correctly.
Best Practices
Important Considerations
Customers Without Associated Users:
If a customer does not have an associated user in the user table, you may need to add a user to the user table, and then assign that user as the primary contact.
Multiple Phone Number Sources:
The system can pull phone numbers from various sources, which can sometimes cause confusion.
If the phone number is not updating after assigning the correct user, ensure the user table has the correct phone number.
Troubleshooting Tips
Verify Customer ID: Double-check the customer ID to ensure you are editing the correct customer.
Check User Table: If the phone number is still incorrect, verify the user's phone number in the user table.
Contact Support: If you encounter any issues or are unsure about the steps, contact Encompass support for assistance.
Providing Information to Support
When contacting support, provide the following:
The customer ID(s) you are trying to update.
The correct phone number(s).
Any error messages you are receiving.
Any steps you have already taken.