CRM Accounts

CRM Accounts represent the companies or organizations that your contacts belong to. Linking contacts to a shared account gives you a company-level view of every person, activity, and interaction associated with that organization - so anyone picking up a call or message can see the whole relationship, not just one individual. Use accounts whenever you deal with businesses that have more than one point of contact.

Account Grid

The grid displays all accounts for the current tenant with columns for name, industry, phone, email, city, assigned agent, and tags. Server-side paging is enabled for large datasets.

Activity Timeline Badge

Each account row shows an Activities badge with the count of related activities across all contacts linked to that account. Click the badge to open the account’s activity timeline.

Create/Edit Account

Company Information

Field	Description
Name	Company or organization name (required)
Industry	Business sector or industry
Website	Company website URL
Phone	Main phone number
Email	Main contact email

Address

Field	Description
Address Line 1	Street address
Address Line 2	Suite, floor, building
City	City
State	State or province
Postal Code	ZIP or postal code
Country	Country

Other

Field	Description
Assigned To	Agent or user responsible for this account
Tags	Multiple tags for categorization
Notes	Free-text notes

External CRM

Field	Description
External CRM ID	Identifier in an external CRM system
External CRM Provider	Name of the external CRM

Custom Fields

If Custom Fields have been defined for accounts, they appear in a collapsible “Custom Fields” section at the bottom of the form. Use these for account attributes that are specific to your business - for example a support tier, contract renewal date, or account manager region.

Worked example: set up a company with three contacts

A new business customer, “Northwind Traders,” has three people you deal with. You want one company-level view so any agent sees the whole relationship on an inbound call.

1. Create the account first. Click Add, Name Northwind Traders, Industry Retail, Phone +14155559000 (their main line), Website https://northwind.example, and fill in the Address. Set Assigned To to the account manager who owns this relationship, add a tag like wholesale, and Save.
2. Add the people and link them. In Contacts, add each person (buyer, AP clerk, warehouse lead) and set their Account to Northwind Traders. Because you created the account first, it is selectable immediately.
3. See the rollup. Back on the Accounts grid, the Northwind Traders row now shows an Activities badge counting calls, messages, and notes across all three contacts. Click it to open the company timeline.
4. Benefit on the next call. When the AP clerk calls the main number, caller lookup can match the account by its phone even if that individual is not yet recognized - so the answering agent sees “Northwind Traders” and its recent history rather than an unknown number.

If you later track something company-specific (a support tier or contract renewal date), add it once via Custom Fields for the account entity and it appears on every account form.

Best practices

• Create the account before the contacts. When you add contacts, link them to an existing account so the company timeline is populated from day one.
• Keep one account per organization. Duplicate accounts split the activity history; if you find duplicates, consolidate contacts under a single record.
• Use Assigned To for ownership. Assigning an account (and its contacts) to a specific user makes reporting and follow-up accountability clear.
• Fill in the main phone and address. Account-level phone numbers help caller lookup match inbound calls to the right company even when the individual contact is unknown.

Related documentation

• CRM Contacts - the people linked to an account.
• Custom Fields - extend accounts with tenant-specific fields.
• Activities - the interaction history rolled up on the account timeline.
• Deals - opportunities you can link to an account.