Manage contacts in the Reonic CRM

Add and find contacts, link them to projects, capture business vs. private customers and multiple addresses, audit marketing consent, handle duplicates, and clean up the address book when a customer leaves.

A contact in Reonic is one person (the homeowner, the building owner, the company contact you're selling to) and it bundles their identity, communications, address, and project history in one record. Every Request, Offer, and Installation links back to exactly one contact, so the contact record is the spine of your CRM. The Contacts page is where you manage that address book independently of any one project, and every contact lives at its own detail view with a sidebar and a Create … menu that spins up a new project for them in one click.

Before you start

Search first, create second. When you save a contact, Reonic recognises it as an existing record only when it carries the same external ID from a connected CRM (HubSpot, Pipedrive, Bitrix, Weclapp, Photovate). Two entries with the same email, phone, or name are kept as separate contacts. So if you create the same person twice, or the same homeowner fills your public Energy House form twice, you end up with two records for the same human. Use the contact list or the global search to confirm the customer isn't already on file before you click New Contact. The in-app and WhatsApp AI assistant is the one exception: it checks for an existing email and updates instead of creating a duplicate.
Decide whether you need a private or commercial contact. Private (B2C) contacts use the standard name fields. Business (B2B) contacts also carry a business name. The business setting is captured at intake or through the AI assistant, not on the manual New Contact form. On the project side, the same distinction surfaces as Residential vs. Commercial, which changes pricing, VAT handling, and which forms appear on the offer.
Know where the consent and lead-source story is captured. Marketing consent (the exact text the customer agreed to plus the data-protection link) and the campaign lead-source fields are captured at intake (the public Energy House signup form) or through the AI assistant, not on the manual New Contact form. Both matter for GDPR later, and the contact-detail page is where you audit them.

Where to find contacts

The address book lives on the Contacts page in the Reonic Portal, in the left-hand navigation under Contacts. That page lists every contact in your workspace, scoped by your role. Partner installers see contacts on projects they're assigned to or contacts they created. Double-click any row to open the detail view, and use the per-row quick-action menu to create a new Residential or Commercial project for that contact without leaving the list.

On the Mobile App, there is no dedicated Contacts page. Field workers stay project-scoped: the customer appears through the project they're working on. You create or update a contact from the inline contact widget on the Request creation screen: search for an existing contact, or fill the fields directly and the contact is created along with the request.

Pro tip: If your field workers ask "where do I find my customers in the app?", the answer is: open the project, the customer is on the project. The address book is a Portal surface.

Create a new contact

Open the Contacts page in the Portal.
Click New Contact in the top-right.
If your workspace has HubSpot, Pipedrive, Bitrix, Weclapp, or Photovate connected, pick the source in the CRM picker at the top of the dialog, search by name, email, or phone, and select a match to auto-populate the fields. See Import a contact from a connected CRM below.
Fill the identity fields: first name and last name.
Fill the communication fields: primary email, telephone, and phone reachability (choose the window when the customer prefers to be called, so callbacks land at the right time).
Fill the address: street, number, city, postcode. Address autocompletion is wired into the street field. Start typing and pick from the suggestions to get the address parsed cleanly.
Click Save.

Note: The New Contact form captures name, email, telephone, phone reachability, and address. The business setting and marketing consent are captured at intake (the public Energy House signup form) or through the AI assistant rather than on this form, and start off by default.

The contact is now live in your address book and available for every future Request, Offer, or Installation. Reonic records who edited the record last, so you have an audit trail.

Pro tip: Email isn't a required field, so the contact saves even without one. This matters when the lead came in by phone or a paper form. Create the contact with the phone number, address, and any other fields you have, then add the email later when the customer sends it.

Create a contact inline while building a Request or Offer

You don't have to start on the Contacts page. Two faster paths create the contact right where you need it:

From the Request creation screen. The inline contact widget lets you search for an existing contact and, if there's no match, fill the customer fields directly. The contact is created along with the request. This is the way to create a contact from the Mobile App.
From a contact-search picker. Anywhere the Portal shows the contact-search box (for example, attaching a customer while creating a request or offer), you can spin up a brand-new contact without leaving the picker. Start typing the person's name. If nothing matches, click Create new contact next to the search box, click the matching button in the dropdown footer (it shows even when the search matched nothing), or press Enter on the empty result set. The contact form opens with the first and last name prefilled from whatever you typed. Every other field on the create form (email, telephone, address) starts empty, so fill them in and save as you would on the standalone form.

The inline-from-picker path is a fast route to a fresh manual contact. It doesn't run the CRM picker, so it's not an import, and the same "search first, create second" caution applies.

Capture spouse, co-owner, or partner data

A contact is one person, and a second person (a spouse, co-owner, or household partner) is not a structured second field on the same record. To document a second person, use one of these patterns:

One contact, internal notes. Capture the second person's name and email in an internal note or comment on the contact's detail page. The primary contact stays the household decision-maker, and the second person is documented for context.
Two contacts, both linked to the project. For B2C this is uncommon, but you can create a second contact for the spouse or co-owner and use the project's email and tasks features to reach them. The signature link goes to one email at a time.
B2B with multiple stakeholders. See Capture multiple stakeholders on commercial projects below. The Commercial surface adds project-level fields for technical contact, billing contact, and decision-maker beyond the primary contact.

Edit a contact

Find the contact (see Search and find a contact below) and open the detail page.
Click Edit to open the contact form. Some fields edit inline in the details panel.
Update what's changed: first name, last name, primary email, secondary email, telephone, mobile phone, phone reachability, and address.
Click Save.

Note: The Edit form changes the fields above. Salutation, the business setting and business name, marketing consent, and lead-source provenance are captured at intake (project / public forms) or through the AI assistant rather than from the contact Edit form.

Edits overwrite previous values. Reonic records that an edit happened and who made it, so you know the record was touched. If you need before-and-after evidence for compliance (revoked consent, a disputed address change), capture the original values externally before you save.

Note: Edits stay on the Reonic side. If the contact was imported from HubSpot, Pipedrive, Bitrix, Weclapp, or Photovate, the detail page shows an imported-contact reminder banner. The link is one-way at import time, and later edits are Reonic-local. To keep both systems aligned, either update both, or update at the CRM source and re-import.

How contact edits flow across projects

The contact record is shared. All Requests, Offers, and Installations for the same contact share one underlying record, so when you fix a typo in the email on the contact detail page, every linked project picks up the correction. This keeps phone numbers and addresses consistent across a customer's whole history.

The one exception is the signed offer PDF. A signed offer is a contract document and carries the contact data that was on the offer at the moment of signature. Editing the contact later leaves that signed PDF unchanged. To reflect new contact data in a binding document, fork to a new variant and re-sign.

Search and find a contact

You have four places to search:

The Contacts list view. Free-text search across name, email, phone, business name, and address, plus filters on created date and edited date. Double-click a row to open the detail page.
The global search bar at the top of the Portal. Type a name, email, phone, or address fragment from anywhere in the app. Results group by type, and contacts appear in their own section.
The contact hover-card. Hover any contact name in the Portal (in a list, a search result, or a project header) to see basic info. Useful for confirming you're about to click into the right person.
The in-app chat sidebar. Ask the in-app AI assistant for a contact (for example, "who is Hans Müller?" or "open the contact for hans@example.com"). The assistant gives you a clickable link that opens a sidebar panel with the same edit form inline plus a grouped view of the customer's Residential and Commercial projects. The standard contact detail page stays the main surface; the chat sidebar is a third entry point, not a replacement.

You can also find a customer's offers and projects from their contact detail page: open the contact and scroll to the linked-projects section, which lists every Request, Offer, and Installation for this customer, including archived ones. Click any project to jump straight there.

Pro tip: Search matches on starts-with and contains, not fuzzy spelling. "Müller" matches "Müll" but not "Muler", so type carefully or use a partial match.

Find a customer by phone number

Type the phone number, or a fragment of it, into the Contacts search bar or the global search. The phone field is part of the search, so the digits match. There is no separate phone-lookup surface; the regular search is the path.

Sort contacts by last name

Sort the Contacts list by the Name column header. The arrows at the top of each column toggle sort order: Name sorts alphabetically by last name then first name, Created date sorts by when the contact was created, and Edited date sorts by when it was last edited. The sort applies for the current session.

Note: The sort arrows sort by the single column they're attached to (Name, Created date, Edited date), one column at a time.

Multiple addresses per contact

A contact carries one address: the person's main address. When the project needs a different address (the installation site isn't where the customer lives, or the invoice goes elsewhere), that second address goes on the project.

Set a project address that differs from the contact address

Open the Request or Offer for that project.
Go to the Project tab, or the project address section on the request.
Edit the project / installation address: street, number, city, postcode, country.
Click Save.

The contact keeps the customer's main address, and the project carries the installation address. The two are independent: updating one does not update the other. The project address is the site-specific address that prints on the offer PDF, so to put a different address on an offer, edit the project address before sending.

Pro tip: When the customer lives at one address but installs at another (a second home, an inherited property, a rental), set the contact address to where you'd mail them post and set the project address to the installation site. The customer portal, the offer PDF, and the installation handoff all pick up the project address. Correspondence picks up the contact address.

Separate billing and installation addresses on commercial projects

Commercial projects carry richer address fields than residential. On a Commercial project you can capture three distinct addresses:

The installation site address, where the panels, heat pump, or battery go.
The billing address, where the invoice is sent.
The company address, the registered business address.

These can all be different. On the offer and installation, the project address surfaces as the installation site by default, and the billing address surfaces on the invoice. Set the billing address on the project when it differs from the installation site.

For a B2C project with a separate billing destination (for example, the customer's parents are paying), leave the contact at the homeowner's address and put the billing change in a note on the request or project. B2C contacts have a single main address.

Multiple installation sites for one customer

A customer with two properties (two solar installations, or one heat pump and one PV system at different addresses) is handled as two projects against one contact, each carrying its own installation address. The contact stays one record, and the projects fan out. From the contact detail page, you'll see both projects in the linked-projects section.

Note: One project equals one installation address. For a customer with five rooftops across five locations, create five projects (or five options on one Request if they're all considered for the same offer).

Projects without a known address, or outside Europe

Create a project with a placeholder address and update it later: the address fields are optional at creation, so fill them when the customer confirms. For projects outside Europe, or remote sites with no precise street address (a field, an island, a GPS point), enter the address freeform. Address autocompletion helps but isn't required.

Reonic uses the address to locate the site for solar-irradiation calculation, planning, and the map view. If an address can't be placed automatically, drop the pin manually on the map view to set the coordinates. See Adjust the project location on the map below.

Pro tip: If the address shows up in the wrong place on the map, open the project's map view, drag the pin to the correct location, and the project coordinates update independently of the address text.

Link a contact to projects, offers, and requests

Every Request, Offer, and Installation lives against exactly one contact. The link is made at project creation time: when you click New Request or New Offer, you pick the contact (or create one inline) and the project is bound to that contact for life.

Create a project from a contact

The contact detail page and the Contacts list row both carry a Create … menu with six paths:

Create Residential Request opens the Residential New Request dialog pre-filled with the contact.
Create Residential Offer starts Residential offer creation.
Create Residential Installation starts Residential installation creation.
Create Commercial Request starts Commercial request creation.
Create Commercial Offer starts Commercial offer creation.
Create Commercial Installation starts Commercial installation creation.

Each path is gated by your permissions and by which lines of business are enabled for your workspace (the Commercial paths appear when Commercial is enabled). If a path is greyed out or missing, ask your admin to enable the matching permission.

Note: There's no "convert" action that moves a contact through a status pipeline. The quick-actions are shortcuts: they pre-fill the New Request, New Offer, or New Installation dialog with the contact's data and let you save from there.

Start a customer directly at the offer stage

To skip the request and go straight to a priced offer, use Create Residential Offer or Create Commercial Offer from the contact's quick-action menu. The contact links directly to the offer, with no request created. This fits the case where you've already qualified the lead off-system and the next step is to send an offer.

The usual flow starts at the Request stage (lead intake): convert the request into an offer once the customer qualifies. The contact stays the same throughout: Request, Offer, and Installation all link back to the same contact record.

Multiple offers or projects on one contact

A contact accumulates everything you build for them: two offers (a PV offer and a heat-pump offer), three iterations of the same project (versioned variants), an installation that started as one request and split into two. All of them live against the same contact record.

The contact detail page shows the linked projects section with every Request, Offer, and Installation, including archived. The contact hover-card flags when a contact belongs to more than one offer, which helps you spot potential confusion before creating yet another.

If a customer has both a PV system and a heat pump in your kanban boards, you'll see them as two projects on the same contact. Each project moves through its own kanban independently, and the contact view consolidates both.

To keep a customer's related projects readable, teams use:

Naming convention. A consistent project title prefix ("Müller PV", "Müller Heat pump") so the linked-projects section reads cleanly.
Internal comments. A note on each project pointing at the others ("Companion to project XYZ").
Tags on the request. If your workspace has tagging configured on requests, tag both with the same identifier.

Reopen a customer who was marked Lost

When you've marked a request Lost and the customer comes back (or you realize the rejection was wrong), the contact and the request both stay. The request sits in the Lost column, and the Lost, Won, and Reopen operations live on the request, not on the contact. See the lead-characteristics guide for how requests are marked Won or Lost, and the Reopen a closed request flow.

Find the request in the Lost kanban column, or via the requests list with the Lost filter.
Reopen the request from the request detail page.
The request moves back into the active pipeline. The contact is unchanged, and any planning, options, and history are preserved.

To start fresh planning on the same customer instead of reopening, create a new Request from the contact via the Create Residential Request quick-action. The new request links to the existing contact, and the old Lost request stays as history.

Pro tip: If the customer was archived as a test or mis-categorised, reopening is cleaner than creating a new project. It preserves the original timeline and any work you'd already done.

B2B vs. B2C contacts

The setting that distinguishes B2B from B2C on a contact is the business setting. When it's on, the contact carries a business name alongside the person's first and last name. This setting is captured at intake (the public signup form) or through the AI assistant rather than toggled from the contact-detail page.

On the project side, the distinction surfaces as Residential vs. Commercial, which are project-level choices. A contact with a business can sit on a Residential project (the head of household happens to run a business), and a contact without one can sit on a Commercial project (a sole trader investing in commercial PV). The project type drives the offer behaviour; the contact carries the supporting business info.

What choosing Private vs. Commercial changes on an offer

The choice happens on the project, not the contact, and it changes:

Commercial offers use Commercial pricing logic: often net pricing with VAT shown separately, business-tax handling, and commercial-specific component options.
Private offers use Residential pricing logic: gross pricing for German private customers, VAT included, and consumer-protection terms.
Available variants and templates differ between Residential and Commercial.
Tax treatment on the invoice follows the project type.

The contact's business setting doesn't gate this. You can have a "Hans Müller GmbH" contact on a Residential project and a "Jane Doe" contact on a Commercial project. The project type drives the offer.

Adjust the customer salutation in an offer

The salutation on the contact (Mr, Mrs, Mx, Dr, or custom) drives how the customer is addressed in the offer PDF, the signature email, and the customer-portal greeting. Salutation is captured through the project / public intake forms or the AI chat assistant. Once set, the salutation flows through to subsequent communications.

Note: Already-sent emails and signed PDFs keep the salutation that was on the contact at send time.

Capture multiple stakeholders on commercial projects

On commercial projects: a B2B deal often involves several people: a primary contact, a technical contact, a billing contact, a decision-maker. Reonic models the primary contact as the contact record and captures the additional stakeholders on the project.

The patterns:

Primary contact. The person you're selling to, the contact record on the project.
Technical contact. A project-level field on Commercial projects, often the facility manager or maintenance lead.
Billing contact. Added on Commercial projects when invoices go to a separate person. Drives the invoice email destination.
Decision-maker. Sometimes the primary contact, sometimes a layer up. Captured in project notes or as an internal stakeholder on the request.

If a secondary stakeholder needs their own contact record (so they show up in Contacts and search, and you can audit their consent independently), create a second contact and use project notes to point at it. Contacts are individual records rather than linked to one another.

Add a company name and contact person to the project address

On Commercial projects, the address block on the request, offer, and installation includes company name and contact person fields alongside the street and city. Edit them on the project's address section. The contact's business name populates the company name by default, and you can override it per project when the invoicing company differs from the contact's business.

Multi-stakeholder address handling on the calendar

When you schedule an appointment with a customer, the calendar event picks up the project address (installation site) by default. To include the company's main address alongside the site address, add it in the calendar event's notes or description.

Import a contact from a connected CRM

If your workspace has HubSpot, Pipedrive, Bitrix, Weclapp, or Photovate connected, the New Contact dialog includes a CRM picker at the top. Pick the source, search for the existing contact in that CRM, select the match, and Reonic pre-fills the fields. Save, and the contact links to the source CRM.

Click New Contact.
In the CRM source picker at the top of the dialog, pick HubSpot, Pipedrive, Bitrix, Weclapp, or Photovate.
Search the picker by name, email, or phone. Each CRM has its own search box.
Select the matching CRM contact from the picker results.
The fields auto-populate on the Reonic side. Edit any pre-filled field if needed: correct an address, add a phone reachability, set marketing consent.
Click Save. The contact is linked to the CRM record.

The CRM picker appears when the corresponding integration is connected and active on your workspace. If you don't see it, ask your admin to check the integration status, or create the contact manually.

Pro tip: The import is one-way at creation time, so edits to the Reonic-side contact stay on the Reonic side. If the customer's email changes, update both systems separately, or update at the CRM source and re-import. The imported-contact reminder banner on the detail page is a permanent reminder of this.

Link an existing Reonic contact to a CRM record

To connect a contact that was created manually in Reonic to your CRM, use one of these patterns:

Re-import. Search for the customer in the CRM picker and import, so the new contact carries the CRM link. You'll then have two Reonic records for the same person; decide which record to keep and recycle the other (see Clean up duplicate contacts below).
CRM-side first. Going forward, create new contacts in your CRM first, then import into Reonic via the picker. The CRM stays the source of truth for identity, and Reonic carries the project work.

Clean up duplicate contacts

When you save a contact, Reonic recognises it as an existing record only when it carries the same external ID from a connected CRM (HubSpot, Pipedrive, Bitrix, Weclapp, Photovate). Two manual entries with the same email, the same person filling your public form twice, or the same Hans Müller in HubSpot and Pipedrive land as separate records.

When you spot two records for the same person, merge them. Reonic has a contact-merge flow, open to users with the admin role, that folds the duplicate's data into a surviving contact and removes the duplicate. You no longer re-point each project by hand.

Open both contact detail pages and decide which record to keep, typically the one with the most history (more projects, comments, and activity).
Merge the duplicate into the record you're keeping. The surviving contact picks up the duplicate's data, and the duplicate is removed.

The contact hover-card flags when a contact belongs to more than one offer, which helps you catch a likely duplicate before you create another. Reserve the recycle bin (handled by Reonic) for erasure requests; merging is the day-to-day dedup tool.

Note: Before importing a contact from a CRM, search Reonic-side first. If a manual record for the same person already exists, decide whether to keep both or recycle one before importing. Preventing the duplicate is cheaper than cleaning it up.

Archive a duplicate lead from a CSV import or a broker integration

When a lead-broker integration (Wattfox, Aroundhome) imports a lead that's already in your system from a different broker, Reonic treats the two as the same record only when both brokers supply the same external ID, which is uncommon. Most cross-broker duplicates land as separate contact records.

Find both leads on the requests list (filter by email or last name to surface both).
Decide which lead row is primary, typically the one with the most activity or the one your team has already worked.
Archive the duplicate lead row (see Archive a contact, customer, or test record below) so it stops appearing in the active pipeline.

The archived lead stops appearing in the active pipeline, and the underlying contact record stays. If it's a true duplicate of another contact, merge the two (see Clean up duplicate contacts above).

Archive a contact, customer, or test record

There is no archive-contact button on the contact itself, and nothing happens at the contact level when you archive a customer: the contact record stays in the address book and stays searchable. The patterns:

Archive the linked projects. Archive the customer's requests, offers, and installations, leaving the contact record in the address book with no active projects. The contact stays searchable, and the projects stop appearing in active views.
Move to recycle bin. Hides the contact from default lists and search results. Request it from your Reonic account manager. See Recycle bin and GDPR delete below.
GDPR delete. Irreversible clearing of the contact's personal data, used when a customer formally requests erasure. Request it from your Reonic account manager.

For test customers you created during onboarding or training, archive their requests and ask your Reonic account manager to clean them up at the end of your testing.

The recycle bin is where a contact is removed from your address book and, for a GDPR request, permanently erased. All three actions (Move to Recycle Bin, Restore, and GDPR Delete) are carried out by Reonic on your behalf. To request any of them, contact your Reonic account manager.

Note: To reconcile two records for the same person, use the contact-merge flow (admin role) under Clean up duplicate contacts — not the recycle bin. The recycle bin is for hiding or erasing a contact, not day-to-day deduplication.

Move to Recycle Bin. The contact is hidden from the default Contacts list and from search results, while the record and all relations stay intact. Reversible via Restore.
Restore. The contact returns to the active address book.
GDPR Delete. Irreversible clearing of the contact's personal data. The customer's name, email, phone, addresses, and salutation are cleared, while the record stays so project, offer, and installation audit trails survive. Move-to-Recycle-Bin alone doesn't satisfy a GDPR Right-to-Erasure request: follow up with GDPR Delete.

To request any of these:

Contact your Reonic account manager, or use your established support channel.
Provide the contact's full name plus your workspace details.
Specify the action you want: Move to Recycle Bin, Restore, or GDPR Delete.
For GDPR Delete, include confirmation that the customer has formally requested erasure plus any supporting documentation your compliance process requires.
Reonic carries out the action on your behalf.

Note: The recycle-bin step is reversible; the GDPR delete is permanent. Restoring a GDPR-deleted contact is not possible. If you're unsure which to use, recycle first. You can always escalate to a GDPR delete later.

Email, files, tasks, and notes on a contact

Every contact's detail page surfaces a sidebar and a top bar of action buttons:

Emails. Read the email thread between your team and this customer, powered by your connected mailbox or company-wide inbox. For the full email surface (connecting mailboxes, sending PDFs, replying, handling bounces) see Emails in the CRM.
Files. Files attached to the contact rather than to a project. Useful for documents that belong to the customer broadly: ID copies, signed forms, customer correspondence.
Tasks. Tasks for this customer, the same task surface as on projects, scoped to the contact. For task creation, assignment, templates, and the daily digest, see Manage tasks in Reonic.
Notes / Internal comments. Free-text notes only your team sees. Use them for context that isn't worth a structured field.
Activity feed. A chronological log of changes, archives, and edits on the contact.

Read emails exchanged with a customer

The Emails tab on the contact's detail page surfaces every email thread tied to this contact's email address. When your mailbox integration is connected (a personal mailbox per user, or a company-wide inbox), incoming and outgoing emails are matched to the contact automatically by the customer's email address. No special forwarding address is required.

Check whether a customer opened an email

The contact view shows the email thread rather than open or delivery tracking. If a customer says they didn't get an email, check their spam folder first, then resend or update the email address. To confirm an email arrived, send a test signature or appointment confirmation early in the relationship and watch for the customer's reply.

Send automatic reminder emails to customers

Automated reminders for specific events are handled by the feature that originated the customer interaction:

Pending signature reminders are handled by the signature flow on the offer. Re-notify the customer manually from the Finalise tab.
Customer portal file-upload reminders are handled by the file-request feature in the customer portal; reminders follow the portal configuration.
Appointment confirmations are sent automatically when you schedule an appointment with the customer through the calendar.

Recurring customer communication is scheduled per feature rather than from a single reminder surface on the contact.

Attach files to a contact

The Files tab on the contact's detail page lets you upload files that belong to the customer rather than to a specific project. Drag-and-drop or click to browse, and the file lands in the contact's files area. Project-specific files (offer PDFs, planning images, checklists) live on the project; customer-broad files (ID, signed forms, company registry) live on the contact. To request files from the customer, use the Customer Portal's file-request feature on a project.

Attach notes and internal comments

The Notes (or Internal comments) section on the contact lets your team capture freeform context: meeting notes, customer preferences, side context that isn't worth a structured field. These are internal-only and the customer doesn't see them. Add a note from the Notes tab on the contact detail.

Activity feed and timeline

The activity feed on the contact's detail page is a chronological log of changes: edits, archives, recycle-bin moves, GDPR deletes. It tells you when the contact was created, who edited it last, and which lifecycle actions have been taken.

For a richer customer-interaction timeline (emails, tasks, calendar events, project status changes), open the linked projects and check each project's own activity feed. To assemble the full picture across a customer, read the contact's activity feed plus each project's activity feed.

Track specific dates in a customer record

The contact's standard date fields are the created date, the last-edited date, and the recycle-bin and GDPR-delete timestamps. Deal-relevant dates (when the customer signed, when an installation was scheduled, when an invoice was paid) live on the relevant project, offer, or invoice.

For other dates related to the customer (a next-follow-up date, a marketing anniversary), use:

Tasks. Create a task on the contact with a due date. Tasks give you a due date, an owner, and a reminder, so they're the closest thing to a structured date on the contact.
Notes. Capture the date in an internal note. Notes are searchable but won't ping you.
Calendar event. Schedule an event tied to the contact.

Three sets of fields on a contact carry the consent and lead-source story:

Marketing consent. The consent flag, the exact wording the customer consented to, and the link to the data-protection policy version they consented under.
Campaign provenance. The marketing-campaign source, campaign, medium, term, and content, captured when the contact came in via a tracked marketing campaign (Google Ads, Facebook, a partner referral link).
AI source. Captured when the contact was created via an AI tool (the WhatsApp AI assistant or in-app chat), useful for provenance tracking on AI-originated leads.

Find the contact and open the detail page.
Find the Marketing consent section.
Read all three fields together. The flag tells you whether the customer consented, the text tells you what they consented to, and the link tells you which version of the policy they consented under.

For a GDPR audit, the text and link are the load-bearing evidence: they prove the customer agreed to specific wording linked to a specific privacy policy version.

Marketing consent is captured through the in-app AI chat assistant. The contact-detail page shows the consent record for audit and verification.

Open the contact detail page and read the current consent record (the flag, the text, and the link) so you have the before-state.
In the in-app chat assistant, ask it to update the contact's marketing consent to off. The change is stamped with the time and the user who made it.
If the AI assistant isn't available to you, route the revocation to your Reonic account manager.

Note: Confirm with your downstream tooling (outbound emails, marketing flows, AI assistants) that it respects revoked consent. The flag is captured at the contact level; whether every downstream surface honours it depends on how your team has integrated marketing tools. Treat it as authoritative and verify the path.

Capture proof of the customer's formal request (email, signed form, support ticket).
Contact your Reonic account manager asking for the contact to be moved to the recycle bin first, then GDPR-deleted.
Provide the contact's full name, your workspace details, and the documentation.
Reonic carries out the action. The contact's personal data is cleared permanently, while the audit trail on linked projects survives.

Pro tip: The customer's consent record (the consent text, the data-protection link, and the campaign fields) is your evidence that consent was given under specific terms. Confirm with your DPO whether your retention policy preserves these consent fields after a GDPR delete.

Export a contact's data on customer request

To honour a data-portability request, contact your Reonic account manager. Reonic packages the contact's record for the customer. Plan a few days of turnaround.

Custom fields on contacts

The contact's structured fields are identity, communications, address, business, marketing consent, campaign provenance, AI source, and the lifecycle audit fields.

To capture custom attributes per customer (a roof tilt, a preferred installer, household size, an internal score), use:

The project or request. Many capture surfaces live on the project. Roof tilt, energy consumption, system size, and planning notes all live on the Request or Offer.
Internal notes. Capture unstructured attributes as internal comments on the contact's detail page.
Tags on the request. If your workspace has tagging configured on requests, tag the request with the relevant attribute.

Tag a customer record

Tagging is available at the request level. The patterns:

Tag the requests. Tags applied to a Request show on the request list and can be filtered. When every project for a customer carries the same tag, you get a customer-level view by proxy. Request tags surface on the request list view, the request's own detail page, and as a filter in the kanban board.
Internal note. Write the tag in an internal note on the contact. Notes appear on the contact's detail page under the Notes tab.

Where leads from the Energy House form arrive

When a homeowner fills your public Energy House signup form, two things happen on the CRM side:

A contact is created, or reused when the form's email matches an existing CRM-imported contact (rare for public-form leads).
A Request is created in the Residential lead pipeline, linked to the contact.

The new request lands in your requests list, typically in the New column on the kanban board. The contact carries the campaign fields captured by the form plus the marketing consent the homeowner ticked. If you've configured key-account assignment for Energy House leads, the request is auto-assigned at creation; otherwise it lands unassigned.

For Energy House setup itself (embedding the signup on your website, configuring the branded frontend, lead-source taxonomy, and the homeowner journey) see Generate leads with the public Energy House configurator.

CSV import of leads with required email addresses

When you import leads from a CSV, an email address is typically required because it's the key used to match against connected CRMs. For rows without an email, you can:

Add a placeholder email and update it later when the customer provides theirs.
Skip those rows and create the contacts manually with whatever fields you have.
Use a broker or lead-source integration that supports email-less imports.

Notifications on customer events

Reonic surfaces notifications for several customer events through the in-app notification bell and, depending on your configuration, email:

New lead from Energy House. When the public signup form creates a new request, the assigned key account manager is notified.
Offer signed. When a customer signs an offer, the assigned key account manager is notified and the project transitions to Won.
Files uploaded by the customer. When the customer uploads a file through the customer portal, the team is notified.

The closest signal to a "new customer won" event is the offer-signed notification.

Note: If you expect a notification and don't receive one, check three things: you're the assigned KAM on the request or offer, your notification preferences allow that event type, and the event fired in the activity feed. If all three are confirmed and the notification is still missing, contact your Reonic account manager.

Things to know

The AI assistant matches on email; the Portal form matches on connected-CRM records. The in-app and WhatsApp AI assistant checks for an existing contact with the same email before creating, and updates the existing contact instead (it tells you it updated rather than created). The Portal Contacts form and the public Energy House form recognise an existing contact by its connected-CRM link. The AI path also requires first name, last name, a valid email, and a full address, so partial-address entries are rejected and the assistant asks for the missing pieces.
Recycle-bin actions are handled by Reonic. Moving contacts to the recycle bin, restoring, or GDPR-deleting is a Reonic-side action; for bulk cleanup, contact your Reonic account manager.
Bulk contact import and export run through Reonic. The CRM picker imports one contact at a time; for a bulk import or export, contact your Reonic account manager, or export from your connected CRM. To reconcile duplicates, use the contact-merge flow (admin role).
Contact ownership lives on the project. Ownership is the assigned Key Account Manager (KAM) on each Request, Offer, and Installation, so a customer with multiple projects can have a different KAM per project. The KAM receives the signed-offer and file-upload notifications and is the from address on outbound emails for that project. Reassign the KAM by editing the Assignee field on the project. The contact itself is shared across your workspace.
Customer pipeline status lives on the project. The Request's kanban column, the Offer's win/lost status, and the Installation's progress each carry the status. A customer with a PV project and a heat-pump project moves through two independent kanbans.
Email and phone are validated for format. The form catches obvious format errors (a missing @, a malformed phone). Confirm the real address by sending a test signature or appointment confirmation early in the relationship.
Customer Portal handles photo, checklist, and appointment sharing. Send the customer their per-request portal link to collect photos and checklist answers (the Customer Questionnaire flow) and to show scheduled appointments under Your appointments. To keep an appointment internal, leave the calendar event's show-to-customer setting off when you create it.
The Funding Service (Förderservice) tab is module- and eligibility-gated. If a project that should show the tab doesn't, confirm with your admin that the Funding Service module is enabled and that the project's country and type qualify.
Roomwise (Raumweise Gebäudeerfassung) carries its own survey address. If the Roomwise report shows a different address than the project, the survey likely started before the project address was finalised. Edit the survey address to align, or keep the divergence if the survey covered a different building.

Need help?

Step-by-step questions about contacts → contact your Reonic account manager.
Recycle bin, restore, or GDPR delete requests → handled by Reonic; contact your account manager as described above.
Feature requests (bulk import, merge, custom fields, contact export, email-open tracking, custom statuses) → send a note to your Reonic account manager.
Bug reports → include a screenshot and the URL where it happened in your support email.

Last updated on August 4, 2026

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