CRM Basics
Add and manage clients
Clients are the people and businesses you do work for. Each client can hold multiple emails, phones, addresses, and tags — and every lead you create automatically links back to a client, so you never have to enter the same person twice.
What it is
A client is the master record for everyone you work with. Once a client exists, you can attach leads, estimates, invoices, payments, conversations, and notes to that one record — so the full history of every interaction is in one place.
Note — leads create clients automatically
You don't need to create a client first. Every time you add a lead, Joby creates the matching client record in the background using the contact info you typed. The lead and client are linked. So you only need to manually add a client when you want to store someone before they have a job — for example, importing past customers, or pre-loading a property manager you're about to start working with.
Key things to know about clients
Individual or Business
Every client has a type — either Individual (one person) or Business (a company with a contact person).
Individual — the person's name (first + last) shows up everywhere as the primary identifier.
Business — the company name takes priority across the app. The Clients list, estimates, invoices, and conversations all show the business name first, with the contact person's name as a sub-line. Pick this for any property manager, commercial account, or any account where the company is the actual customer.
Multiple emails and phone numbers
A client can hold more than one email and phone number. Useful for:
A contact person's work + personal email
A main office phone + a mobile
A property manager's contact info + the on-site contact for the property
A decision-maker's email + the accounts-payable email for invoices
One email and one phone are marked as primary — those are the ones Joby uses by default for SMS and email. You can change which is primary at any time.
Multiple service locations
A client can have multiple addresses — perfect for:
Property managers — one client record holds every building they manage
Commercial accounts — one client, many sites (warehouses, branches, franchise locations)
Homeowners with multiple properties — primary home + rental + vacation home
Each location has a label (Home, Office, Warehouse, etc.), full address, and can be marked as the primary. When you create a job for the client, you pick which location it's for.
Tags
Tags are custom labels you create to organize clients however your business thinks about them — VIP, Commercial, Recurring, Annual Maintenance, Cash Only, anything that helps you slice your customer list. A client can have multiple tags, and you can filter the Clients list by tag.
Custom fields
Need to track something Joby doesn't have a field for? Add a custom field. Custom fields show up on every client record and become filterable columns in the Clients list. Useful for things like gate codes, system serial numbers, preferred technician, contract number, etc.
Add a client step-by-step
Part 1 — Create the client
1. Click New Client
From the Clients page, click New Client (top right) to open the new client form.
2. Fill in the client details
Pick the type — Individual or Business — and fill in name, email, phone, and address. You can add more than one email or phone here, and any address you save becomes the first service location.
Part 2 — Add tags
3. Click Add tag
Tags help you organize the client with custom labels — VIP, Commercial, Recurring, Annual Maintenance, etc.
4. Pick an existing tag, or click Create new tag
If you already have the tag, select it from the dropdown. Otherwise click Create new tag.
5. Name the tag, then click Create
The tag is added to this client and saved to your tag library for reuse on other clients later.
Part 3 — Add multiple locations
6. Click the plus button next to Locations
To add another address for this client, click the + button in the Locations section. Add as many as you need.
7. Enter the address details
Add a label (Home, Office, Warehouse #2, etc.), then either search the address or type it in manually. Tick Set as primary address to make this the default location for jobs.
Part 4 — Add custom fields (Settings)
8. Open Settings
Custom fields are configured at the organization level (so every client gets the same field set). Open Settings from the sidebar.
9. Click Custom Fields
You'll find Custom Fields under the Business section of Settings.
10. Click New Field
This opens the field configuration dialog.
11. Pick a field type
Choose what kind of data this field stores — Text, Long text, Number, Dropdown, Date, or Checkbox (Yes/No). Pick the type that matches what you'll actually capture (gate code = Text, account number = Number, contract date = Date, etc.).
12. Click Save
The new field is added to every client record going forward, and shows up as a filterable column in the Clients list.
Things to know
Situation | What happens |
You create a lead with an email that matches an existing client | The lead is automatically linked to that existing client instead of creating a duplicate. |
You change a client from Individual to Business | The business name becomes the primary identifier everywhere. The contact person's name moves to a sub-line. |
You change which email or phone is primary | New outbound SMS and email use the new primary by default. You can still pick a different one when sending. |
You add a new location to an existing client | Past jobs stay attached to their original location. New jobs let you pick from the full list. |
You delete a tag from your tag library | It's removed from every client that had it. There's no automatic re-tagging. |
Tip
Start with the tags and custom fields you actually filter by in your day-to-day work — VIP, Commercial, gate codes, contract numbers. Adding too many up front gets messy and people stop filling them in. You can always add more later.
Need help?
Email [email protected] or message us from the in-app chat. We can help with setup, importing existing clients from a CSV, custom field design, or anything else.