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Customers — Workflow

Overview

Customers is a master catalog, not a transactional workflow. Records are created, maintained, and toggled between active and inactive states. There is no approval chain or multi-step process.

Note

For general record lifecycle concepts, see: Workflows & Pipelines

Roles involved

  • Sales / Commercial team — Creates and maintains customer records; activates and deactivates customers.
  • Administrators — Manage the global client metrics catalog and trigger global score recalculations.

Status lifecycle

  • PAIN — Partial information. A newly created customer whose full record has not yet been completed. The record is visible and usable, but editing is expected to finish it.
  • ACTV — Active. The customer record is complete and in use across SARA (quotes, projects, and scoring).
  • INAC — Inactive. The customer has been deactivated. Editing and metric scoring are unavailable until reactivated.

Info

For system-wide status guidance, see: Status

PAIN status

PAIN (Partial Information) is a customer-specific status — it is not part of the standard SARA status catalog. The transition from PAIN to ACTV occurs when the customer's record is completed via the edit form. Whether this update is automatic (triggered by required fields being filled) or requires an explicit save should be confirmed with the development team if the behavior is unclear.

Lifecycle

Customer lifecycle

  1. A user creates a new customer with the three required fields — the record starts as partial information (PAIN).
  2. The user completes the full customer record via the edit form — the record becomes active (ACTV).
  3. When a customer is no longer active, it is deactivated (INAC).
  4. A deactivated customer can be reactivated at any time, restoring full access.

Record creation

A new customer is created using the + New Customer quick-create form, which captures only the minimum required fields: legal name, trade name, and RFC/EIN. The record is immediately visible in the customers table with PAIN status.

The RFC/EIN is validated against the SAT blacklist at creation time. If the RFC is found on the blacklist, the system will alert the user.

Record completion

The full customer record is completed via the Edit row action. This form covers commercial data, location, fiscal information, contact assignments, and compliance documents. Saving a completed record transitions the status from PAIN to ACTV.

Deactivation and reactivation

An active (ACTV) or partial information (PAIN) customer can be deactivated from the row action menu. The action takes effect immediately, with no confirmation prompt. Once inactive, only View and Activate remain available in the row menu — editing and scoring require reactivation first.

Notifications

No email or system notifications are triggered by customer creation, editing, or status changes.

Note

For global notification behavior, see: Notifications & Alerts

Exceptions & operational notes

  • Inactive customers cannot be edited or scored. Reactivate the customer first, then make changes.
  • The client score shows – until a score calculation has been run — either per-customer via Update score or globally via Update Clients' scores in the metrics catalog.
  • RFC/EIN is checked against the SAT blacklist at creation time. Validation occurs on new records only.
  • The Freshbooks integration action is only available for customers not yet connected to an external Freshbooks account.

Permissions

Permissions

Access and actions are permission-driven. See: Permissions