Contact portal overview and role definitions

Summary

The contact portal provides a company-wide contact list and shows each contact’s responsibilities at the company or location level. Always edit contacts in the portal, not directly in HubSpot, so built-in data hygiene rules support accurate syncing with ServiceBridge. Use role definitions to identify the right people for billing, scheduling, on-site assistance, and other client needs.

Step-by-step

1. Open the customer portal link at the top of a company card or from a location; both links open the same portal.
2. Review the company-wide contact list for names, job titles, and associated locations. Click a contact’s name to edit their details only in the portal.
3. Click Check Email Address whenever you add or change an email address. Follow any message about an address already in use, then click Save Contact when permitted.
4. Open the Roles section to review responsibilities, and click the info buttons for definitions. Use this section to review contacts by location, or use the location toggle on the contact list.
5. Review the company-level financial roles. Main billing receives invoices, additional billing contacts receive copies, and accounts payable contacts handle payment-status questions.
6. Use a role’s dropdown to select an existing contact, or choose the option to add a new contact. Wait for the assignment confirmation; click Remove to remove someone from a role without deleting the contact.
7. Expand a location from the alphabetical list. Identify its required main scheduling contact, who confirms service, and decision-maker, who can approve scope changes or new proposals.
8. Review additional scheduling contacts for scheduling communications and after-service follow-up. Distinguish pre-dispatch verification contacts, who verify access or other service details, from escalation contacts, who are contacted only when main and additional scheduling contacts do not respond.
9. Check job contact one and the secondary job contact. Ensure these contacts are correct and available to assist the crew if an issue arises during service.
10. Review service documentation recipients and certificate of insurance management contacts. Note that service documents always go to the main billing contact plus listed documentation recipients; insurance contacts manage vendor certificates and need updated certificates upon renewal.
11. Review any location-specific property manager or landlord, security, and cleaning company contacts. Identify who supports property coordination, approves service or building access, and needs service timing information to coordinate cleaning safely.