Understand customers and leads
Read the relationship before changing access or following up.
5 minute guideOn this page
A person can have several relationships
A lead expressed interest. An applicant submitted information for review. A buyer has an order and its payment state. A member or client has the access associated with an eligible purchase. These labels should not be treated as interchangeable.
Use the product’s Customers area for a scoped view, or the account-level Customers workspace when you need to understand relationships across products.
Use the relationship timeline
Open the relevant person and inspect signup, consent, application, booking, order and email events. Follow the linked source record when the detail matters.
A contact note is context for your work; it does not grant protected product access or marketing consent. Do not manually label an unpaid prospect as a paid customer to bypass a payment issue.
Follow up with the right permission
Review the person’s marketing consent and suppression state before starting sales follow-up. Buying one product does not automatically imply permission for unrelated marketing.
When someone purchases, the prospect sequence for that product should stop and any appropriate onboarding should follow the actual customer state. Inspect the sequence history if the person received the wrong message.
Use the right service and support record
Applications help qualify fit; booking and client notes support delivery. Keep sensitive preparation and feedback private.
For a billing or access problem, inspect the order and provider-backed status rather than the contact label alone. The buyer’s own purchases workspace remains the place to reach protected delivery and relevant support.