Note: If you're new to Fieldwork and have an existing customer list in another program, contact us — we can import it for you for free.

Summary

Customer accounts are where you manage invoices, payments, work orders, and service history. You'll create each customer in two steps: a Billing Information page (the money side of the account) and a Service Location page (where the work happens). As you go, you'll set the customer's preferences on both pages.

Key Points

Billing Information covers the billing address, billing email, and automation preferences
Service Location covers the location, work order email, and communication preferences
A customer can have as many service locations as you need
Choosing the correct property type is critical — it controls the target areas your techs see in the mobile app

How to add a Customer

From the top Navigation menu, click Customers.

Click the dark grey Add Customer button in the upper right.

Step 1: Billing Information

This is where you add the money side of the account. The form is identical for both customer types — the only difference is the name field, which depends on the tab you choose.

Choose the customer type first

Click the Person tab for an individual — you'll enter a First Name and Last Name.
Click the Organization tab for a business — you'll enter a single Company Name.

Everything else below is the same for both.

Customer details

Name — enter the First Name and Last Name (Person) or the Company Name (Organization).
Status — set the account status (e.g., Active for a current account, Lead for a prospect).
Tags — add or remove tags, or leave blank. Learn how to add tags here: Settings - Tags
Marketing Campaign — choose the campaign that brought them in, or leave blank.

Billing Information

Billing Address — enter street, city, state, ZIP, and county, each in its own field.

IMPORTANT:

California: Enter the state exactly as CA, or your State of California Monthly Summary Pesticide Use report will fail. Spell out the county in full (e.g., Los Angeles, not "LA").

New York: Fieldwork applies the county automatically. If you change it, the spelling must match the New York County Codes exactly, or your February 1 report will be rejected.

Billing Terms — choose the payment term for this customer.
Initial Balance — if transferring an existing customer with a balance, enter it here. This value is added to the customer's total balance of payments and invoices.
Phone — enter the number and select the correct type. Only mobile numbers can receive text appointment reminders.
Email — the default email for invoices (one address only; add more via contacts).
Website — the customer's website, if any.
Notes — anything relevant; good for first-conversation observations.
Sales Representative — choose the default sales rep for new locations.
Invoice Delivery Preference — set email or print (used for filtering, not an action).

Auto Invoicing & Statements Options — choose an Automation Type to Email Invoices Automatically, Auto Pay New Invoices, or Generate Statements. See Auto Invoicing, Auto Pay Invoices, and Generating Statements.

Disabled Fees — overrides your global credit card and ACH fees so they don't appear on this customer's invoices.

Late Payment Reminder settings

Send late payment reminders — turn on to send reminders to this customer; this overrides your global option. See Settings - Late Payment Reminders.

Opt-out Settings

Opt-out of Marketing Emails — if selected, no marketing emails are sent to this customer.

Opt-out of Marketing SMS Messages — if selected, no marketing text messages are sent to this customer.

Portal

Enable customer portal — lets this customer log in to view their account online.

Show Pest Sightings — when the portal is enabled, lets the customer see pest sighting information.

Adding a billing contact (optional)

If another person needs to see invoices or access the online portal, Add billing contact.

Click the green Add Contact button in the upper right
Name — choose a prefix if you like (Dr., Mr., Ms., Mrs.) and enter the contact's name.
Title — the contact's role or job title.
Phone — enter the number and select a Type: Home, Office, Mobile, Fax, or Other.
Email — the contact's email address
Contact Preferences
- Email Invoices — include this person on invoice emails.
- Email Work Orders — include this person on work order emails.
- Email Appointment Reminders — include this person on email appointment reminders.
- Give access to customer portal — this contact will be able to log in to the portal with their email and customer account number.
- Opt-out of Marketing Emails — this contact will not receive marketing emails.
- Opt-out of Marketing SMS Messages — this contact will not receive marketing text messages.

Click Save to add the contact

Once you save the contact, it will show up on the upper right like this:

Tips

Add a contact instead of overwriting the main email when multiple people need invoices or reports — the billing email field only supports one address.
Use the portal option for property managers or owners who want to view their account without calling in.
Set opt-outs per contact, not just per customer — a billing contact may want invoices but no marketing.

Note: You can add contacts at both the customer (billing) level and at each service location. Add a location-level contact when someone should receive communications only for that specific location. When you're done, save the contact.

When you've finished, click Next in the upper right. (Halfway there!)

Step 2: Service Location

This is where you add the location side of the account. You can add as many locations as you need.

Add a location name. The default is "Main Location," but it's common to enter the street and city, so it's easy to identify in the Calendar and mobile app.
Billing: By default, Bill to is the customer. If there are multiple locations, you can set each one to bill to its own address or another location.
If the location matches the billing address, leave "Same as customer's billing address" checked; otherwise, enter the new address.
Enter the phone number for this location's contact and select the correct type (mobile, for the texting reasons above).
Add the email address of the person at this location — this is who receives the service reports (Work Orders).
Add any location notes — these are visible on the schedule and in the mobile app.
Select the property type.

Why property type matters: It determines the target areas available for this customer in the mobile app — the places where materials are applied. If it's wrong, those target areas will be missing or incorrect. (For example, a commercial property type won't show "bedrooms," which wouldn't apply at a meat processing plant.)

8. Add the tax rate for this location. Changing it later won't affect existing work orders or invoices.

9. Select a default route — it's applied automatically when you create a work order from this account.

10. Enter the sales representative, if any. Changing it later won't affect existing work orders.

11. Enter the location's square footage.

12. Set the time preference — choose Anytime, or check the box and enter a time range and weekday preference.

13. Check Send reports automatically to send work orders when service is completed.

14. Check Do not send reminder on Saturday or Sunday if service may be scheduled early Monday — the reminder goes out Friday instead, giving more notice.

15. Check Hide balance forward on work orders and invoices if the customer doesn't want balance info shown (common for commercial accounts).

16. Check Opt-out of Marketing Emails and/or Opt-out of Marketing SMS Messages as the customer prefers.

17. Set Send appointment reminders per the customer's preference.

Note: this follows your account settings in Settings > Appointment Reminders.

Adding a location contact (optional)

Click the green Add Contact button in the upper right and select the boxes that apply:

Email Invoices — include them on invoice emails
Email Work Orders — include them on work order emails
Email Appointment Reminders — include them on appointment reminders
Send Text Confirmations — include their mobile number for text confirmations
Give access to the customer portal — let them log in with their email and customer account number

Saving the customer

Save by clicking one of the following in the upper right:

Save
Save & Create Work Order
Save & Create Estimate
Save & Create Agreement

Editing a Customer Account

From the Dashboard, click Customers to see your full list.
Use the search tool on the left to find the account. Hover over the name and click anywhere in the highlighted area to open it.
Click the dark grey Edit button in the upper right.

Editing a Location

From the Dashboard, click Customers.
Use the search tool on the left to find the account and open it.
Under the Service Locations tab, click the light grey View button next to the location you want to edit.
Click the grey Edit button in the upper right.