Change Customer Tool

How to use the Lead Lookup Tool on incoming calls

Table of Contents

1. Pull up an Unprocessed call/Answer incoming call

Occasionally, your customers will call in from a different phone number that the one listed on their account. Because the system matches these incoming calls by the phone number, in the event the customer calls from a different number, the customer will not automatically be pulled up. In this case, you'd want to use the "Change Customer" link, to pull up the existing customer. First, after accepting the call, click on the "Change Customer" link. This will be located next to the customer name, in the top center of the customer card.

2. Change Customer Link

After clicking on the Change Customer link, you will then be able to search for the tenant on your account by unit number, first name, or last name. Click search to return results, and then any customer matching your search criteria will appear in the chart below. At that point, you will just want to click Select next to the appropriate customer, and the customer's existing card will come up. You can then add any additional information to the card and save, to appropriately disposition the call.