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Customers and Communications
Doug edited this page Aug 8, 2026
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The CRM side of GDX: customer records, everything you know about them, and every way you talk to them.
- Name, phone, email, address, customer type, pricing class (retail / contractor / wholesale) and optional margin override — the pricing engine uses these when quoting. Phone fields auto-format as you type across customer, job, lead, and user forms.
- Bulk import (CSV/JSON) and export; referral-source tracking; a rolling 12-month paid-volume figure per customer (kept fresh by a nightly job).
- History on every customer: jobs, invoices, notes, equipment, and an audit-backed activity feed. Activity entries name who did what to what (the actor and the subject), and shared invoices record when the customer actually opened them.
- Customer equipment — a registry of what's installed at each address (springs, openers, panels, track, …) with manufacturer, model, serial, install date, and warranty expiry, plus service history per unit.
- Warranties & claims — issue warranties (term, coverage, status) and file claims against them (filed → pending → approved/denied → replaced).
- Tags — admin-managed classifications with color and description; renames propagate to customer cards.
- Segments — cohorts for targeting (used by Marketing & Retention).
- Custom fields — define your own fields on customers and jobs (text, number, date, select, boolean) with no code — see Admin & Settings.
- Built-in Communications — SMS and email threads with customers, plus an inbound-message timeline. Available to every role, including techs.
- Inbox — Outlook-synced email per employee (Microsoft OAuth; mailboxes sync via Graph webhooks with a polling fallback), grown into a real mail client: full sandboxed HTML bodies, attachments (view, download, or save one straight onto a job), conversation threading, search (subject/sender/preview), reply / reply-all / forward, drafts, tag-driven tabs, pagination, and mobile compose. A mailbox pulls its recent history on first connect, so it isn't empty until the first webhook. An unread badge sits on the nav (and the dashboard), and a sync-health banner tells you if a mailbox quietly stops syncing. Each mailbox owner can mark their inbox personal (owner-only visibility). GDX-native extras: an Email tab on customers and jobs, email → create task or lead in one click, and AI-drafted replies. See Integrations.
- Phone.com (optional integration) — call log, SMS threads (tracked per-extension), voicemail, faxes, and a cold leads list of missed/unreturned callers. Click-to-call from jobs and customers. A 10-minute recent-calls poll lands voicemails in the app minutes after they're left (not next morning), nightly syncs keep history complete, and a nightly job pushes your customers to Phone.com as contacts so desk-phone caller ID shows names. Office roles get mobile calls/voicemail/SMS views. See Integrations.
- AI drafts — generate SMS/email text for common situations (appointment reminder, estimate follow-up, payment reminder, thank-you, job complete) from templates or a local LLM.
- Notifications — per-tenant templates and toggles for the automatic messages the system sends (24h appointment reminder, on-my-way, job completed, review request, payment received).
- Reviews — post-job review requests go out automatically ~24h after completion with your Google Reviews link; ratings aggregate on the dashboard.
- Referrals — customers refer friends; when the referee signs up (matched by phone), the referral converts and the referrer earns loyalty points.
- Surveys — customer satisfaction surveys.
- Marketing & Retention — campaigns, automations, winback, loyalty.
- Customer Portal — the customer-facing surface.