Customers · Article 2 of 4
Managing a customer record
The customer profile is the central hub for everything related to a participant in Navigator. This article walks through the sidebar, the main content area, and the actions available to your team.
How the profile is laid out
When you open a customer's profile, the screen is split into two parts.
- A fixed left sidebar containing the participant's core details, collapsible information sections, and action buttons.
- A scrolling main area containing alerts, the active support plan's funding, allocations, contacts, files, and notes.
Other records that relate to the customer — emails, tasks, invoices, service agreements, claim rules and history — are available from the More… menu at the bottom of the sidebar. They are not inline sections on this page.
| First name | Last name | Relation | Tags | |
|---|---|---|---|---|
| Ama | Okafor | Mother | ama.okafor@example.com | Primary contact |
| Priya | Singh | Support coordinator | priya@carepath.au | Funding access |
What's in the left sidebar
The sidebar stays pinned as you scroll. It's organised into collapsible sections — most are open by default; Admin is closed.
| Section | What it contains |
|---|---|
| Header | Name, email, phone, address, and status badges (including Churn risk if applicable). |
| Onboarding | Prospect customers only. A checklist of the core details needed to progress onboarding — email, phone, address, date of birth, NDIS number, service region, commencement date. |
| Primary contact | The customer's primary contact, if one is set. Click through to view the contact's record. |
| Plan | NDIS number, commencement date, service region, and local time. |
| Personal | Date of birth and age, gender, primary disability, primary language (and whether an interpreter is required). |
| Invoicing | Invoice approval setup, approval method, auto-approval limit, monthly fee, and fee collection start date — see Invoice approval setup for what each option does. For inactive customers this section is replaced with Termination — showing termination date, reason, and details. |
| Admin | Statement format, NDIS consent, onboarding status, and bank account details (primary and secondary where applicable). |
What's in the main area
The main area shows the records that change most often. In order from top to bottom:
- Data error alerts — shown only if the customer's record has an issue that needs attention.
- Alerts — the alerts section is always visible; add alerts from here.
- Churn risk banner — shown only if the customer is flagged as a churn risk.
- Funding — the active support plan's budget, shown as seven metric tiles (Spent, Owing, Allocated, Unallocated, Remaining, Utilisation, Time elapsed) followed by the budget table. Switch between support plans using the dropdown on the heading.
- Allocations — the current plan's allocations.
- Contacts — a table of every contact linked to the customer, with their relation, email, phone, statement format, and tags.
- Files — files uploaded against the customer.
- Notes — the full notes section with filters.
Finding related records
Emails, tasks, invoices, service agreements, claim rules and the customer's event history are not on this page. Open them from the More… menu at the bottom of the sidebar.
- View emails — opens the inbox pre-filtered to this customer.
- View tasks — opens the task queue pre-filtered to this customer.
- View invoices — opens the invoice list pre-filtered to this customer.
- View agreements — opens service agreements for this customer.
- View claim rules — opens the claim rules list pre-filtered to this customer.
- View history — opens the event history modal showing everything that's happened on the record.
- View service agreement — opens the customer's current service agreement (only appears when onboarding status is set).
Editing customer details
- Open the customer's profile from the Customers list.
- Click Edit information at the bottom of the sidebar.
- Update the relevant fields. All key fields can be edited — name, NDIS number, email, phone numbers, address, status, invoice approval settings, monthly fee, and more.
- Save.
Changing a customer's status
Status changes have real downstream effects on how Navigator processes the customer's account. Check with your team lead before changing a status if you're unsure of the consequences.
| Status | What changes when you set it |
|---|---|
| Active | Enables invoice processing, monthly fee charging, and statement generation. Turns off auto-archive. |
| Prospect | Typically set at the start of the relationship, before onboarding is complete. The Onboarding checklist appears in the sidebar. |
| Inactive | Stops routine processing. Use this when a customer's plan management ends. The Invoicing section is replaced with Termination. |
Sending or resending the onboarding email
Near the bottom of the sidebar you'll see Send onboarding email — or Resend onboarding email if one has been sent before. This button only appears when:
- The customer's status is Active
- There's an email address on the customer or on their primary contact
Clicking it sends the invitation email for the participant to set up their portal access and complete onboarding. If they never received it, or didn't complete the flow, use this button to send it again.
See the email: Registration invitation · Welcome email (customer) · Welcome email (contact).
Managing linked contacts
From the Contacts table in the main area you can:
- See every contact linked to this customer, plus their relation, email, phone, statement format, and tags (Primary contact, Funding access, Invoice approver).
- Click Add contact to search for an existing contact or create a new one.
- Edit an existing link to change the relation, permissions (funding access, invoice approver), statement format, alerts, or notes.
- Remove a contact from the customer.
For full details on contact permissions, see Creating and managing contacts.
Deleting a customer
The Delete customer option lives at the bottom of the sidebar. Deleting removes your team's access to that customer's information. It requires the customer.delete permission.