Managing Customers and Contacts
Learn how to onboard and manage your customers in Salesbuildr
Table of Contents
Understanding Customers, Contacts, and Users
Customers and contacts are accessible through the customers and contacts tabs on the dashboard. How you work with them depends on your Salesbuildr setup:
Integration Options:
Stand-alone: Manually create and update customers and contacts
PSA connection: Customers and contacts automatically shared between the systems.
Key Differences
Contact vs. User:
Contact: A person record in Salesbuildr that can receive proposals
User: Only created when a customer logs into Salesbuildr
A logged-in user is automatically linked to a contact if the SSO email address matches an existing contact
Important: Read this article if a user is not automatically linked to a contact.
Creating Contacts
You can create new contacts from Contacts tab and click Create New Contact action.
Apollo.io Integration for Auto-Fill
Use the Salesbuildr integration with Apollo.io to automatically fetch information for new companies and contacts, preventing manual lookup and data entry. Read this article to set up the integration.
Adding Prefix and Suffix Values
When creating or editing a contact, you may need to add values for 'Prefix' and 'Suffix' fields (Mr., Mrs., Dr., Jr., Sr., etc.).
How to add these values:
Autotask users: Add the values directly in your Autotask system
Halo or ConnectWise users: Contact support to have the required values added
Creating Companies
Before You Start
Important Notes:
Creating companies currently works only with default company settings and User Defined Fields in Autotask
Once you've mapped Autotask UDF to custom fields in Salesbuildr, the UDF fields will be visible in the create company dialog
If you have required system fields in Autotask, watch the release notes for updates
Watch the video above to see how this works.
Setting Up Company Creation in Autotask
Step 1: Map Company Types Navigate to Settings > Integration > Autotask > Data Import > Company Import, scroll down to the "Salesbuildr to Autotask mapping" section, and map:
Salesbuildr Customer → Autotask Customer
Click Save
Step 2: Set Default Company Type Navigate to Settings > Platform > Account to set the default company type.
Step 3: Create a Company Navigate to the companies tab from your dashboard and select Create new company. Fill in:
Name
Type
Account Manager
Website
Apollo.io Auto-Fill for Companies
Enable the Apollo.io integration to automatically pull in company and contact information based on email or website.
Automatic Synchronization
Autotask Webhooks for Real-Time Updates
Salesbuildr uses Autotask webhooks to automatically create or update contacts and companies when you make changes in Autotask.
Setup Steps:
Follow the steps in this video to enable this functionality
Navigate to
Settings > Integrations > Autotask > Webhooksto install webhooks
Important: Ensure the Salesbuildr API user has permissions to create webhooks through the applied security level, under Security Level > Other.
Customer Access Management
Enabling or Disabling Customer Login
By default, all customers can approve sales documents without logging into Salesbuildr. To require login before signing:
Navigate to the companies tab
Select the customer
Enable access for that customer
Navigate to the contacts tab on the company page to enable or disable login for specific contacts
Note: To change the default setting and control which customers can login, contact support.
Customer-Specific Approval Workflows
Set up approval workflows requiring manager approval for quotes above certain amounts.
Use Cases:
Quotes exceeding a specific amount require manager approval
Contact persons need manager authorization to approve proposals
Contacts controlling multiple businesses need cross-company approval access
How to Configure:
Navigate to the customer page
Select Edit and navigate to the Admin tab
Specify an amount above which quotes need manager approval (leave at 0.00 if all quotes need approval)
Select one or more users who can approve quotes
You can also select a contact from a different customer as a quote approver
Additional Settings:
Set customer-specific payment terms
Assign customer-specific quote templates
Important: The quote must first be approved by the initial contact from the customer. If that customer's login isn't linked to the quote contact, you can perform the first-line approval on their behalf. Then the second-line approver can complete final approval.
Deactivating Users
Deactivate user accounts to prevent access without fully deleting them. This is practical for temporary or permanent access restrictions.
Authentication & Login
Sending Login Invitations
Send email invitations to customer contacts enabled to login, inviting them to sign up for an account.
Customize Invitation Emails: Navigate to Settings> Email > Templates and select the "Send login invitation to customer" template.
Authentication Methods
Salesbuildr has built-in support for authenticating customers using their existing Microsoft or Google SSO credentials, eliminating the need for new username and password combinations.
Enable or Disable Authentication Options: Navigate to Settings > Platform > Authentication
Important: For customer login to work, the email addresses of Autotask contacts must be identical to the email address linked to the Microsoft or Google SSO account they use to login.
After Customer Login
After authenticating, customers are redirected to their personal dashboard, where they can:
View quotes that are in draft, expired, or waiting approval
Navigate to the store and place orders (if self-service ordering is enabled)
Access customer-specific categories
Custom Fields & User Defined Fields
Setting Up Autotask User Defined Fields (UDF)
Create custom fields for different account entities in Salesbuildr and link them to user-defined fields created in Autotask. After linking, use them as dynamic fields in templates.
How to Set Up:
Navigate to
Settings > Custom FieldsSelect the entity for which you want to create a custom field
Watch the video to learn how to create a new custom field and link it to the Autotask user-defined field
Troubleshooting
Microsoft Admin Consent Requests (SSO Login Issues)
Salesbuildr is a Microsoft verified published app. If you've enabled the Microsoft admin consent workflow for your tenants in Azure, you'll also need to add Salesbuildr as an approved app.
Resolution Steps:
Once a request is approved, all requestors are notified of access. Approving a request allows all users in your tenant to access the application unless otherwise restricted with user assignment. See this Microsoft article on how to grant tenant-wide admin consent.
If users don't appear in "Users & Access" for approval:
This often indicates a permissions issue in Azure Active Directory (AAD). Follow these troubleshooting steps:
Check Azure AD Permissions
Log into the Azure portal as an administrator
Navigate to the application managing Salesbuildr permissions
Verify the "Permissions" section
Grant Admin Consent
Locate the "Grant admin consent" option within the permissions menu
Enable it to ensure the application has necessary permissions to interact with Azure AD
Verify Single Sign-On (SSO) Configuration
Confirm SSO has been correctly set up for the impacted user
Ensure entered credentials align with your organization's standards
Ensure Azure AD Synchronization
Confirm synchronization is scheduled and functioning correctly
Address potential delays in access or visibility
If these steps don't resolve the issue, reach out to your IT team or contact Salesbuildr support.
Multiple Contacts with the Same Email Address
When a customer signs in with Microsoft or Google SSO and multiple Autotask customer contacts exist for that email address, Salesbuildr matches the login with the first matching contact found. This can result in the wrong contact being linked.
Resolution: Manually link the login to the correct Autotask contact. View this article to learn more.
Additional Checks: If user visibility issues persist in the "Users & Access" section:
Ensure the issue is not related to Azure AD permissions
Check whether admin consent has been granted
Verify synchronization with Salesbuildr is functioning as expected
These steps are crucial in avoiding mismatched or hidden user accounts.