Customers Support Records

Retrieval metadata

feature_group: "Customers"
record_count: 10
approx_page_tokens: 7118
recommended_chunking: one Knowledge Record section per vector chunk

Feature group overview

This page contains chatbot training records for Customers sub-features. Retrieve one ### Knowledge Record: chunk at a time when possible.

This section contains chatbot training records for Customers sub-features.

Knowledge Record: Customers / Two way sync

record_id: LFS-customers-two-way-sync

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Two way sync in Lexul?
When should we use Two way sync?
Why is Two way sync not working or not showing?
Can Lexul handle Two way sync for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Explains QuickBooks/customer sync behavior so AI can answer where customer records should be created and edited. Use it when the workspace uses QuickBooks Online/Desktop and customers should stay aligned with accounting. Before giving exact setup steps, confirm: Which QuickBooks version is connected? Are customers edited in QuickBooks or created from Lexul/QBO. Then explain the recommended configuration, test with a sample record, and note this guardrail: With QBO, mapped customer fields sync automatically; edits to integrated customers should follow the QuickBooks source-of-truth workflow.

Configure when

the workspace uses QuickBooks Online/Desktop and customers should stay aligned with accounting.

Ask before answering

Which QuickBooks version is connected? Are customers edited in QuickBooks or created from Lexul/QBO?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

With QBO, mapped customer fields sync automatically; edits to integrated customers should follow the QuickBooks source-of-truth workflow.

Escalation rule

Escalate if data is missing after sync, accounting source-of-truth is unclear, or the user asks for accounting treatment.

Source URLs

Default response pattern

For questions about Two way sync, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Optional asset sync

record_id: LFS-customers-optional-asset-sync

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Optional asset sync in Lexul?
When should we use Optional asset sync?
Why is Optional asset sync not working or not showing?
Can Lexul handle Optional asset sync for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Explains optional syncing of Lexul Assets to QBO sub-customers. Use it when the customer needs some service locations in QuickBooks but may keep others operational-only in Lexul. Before giving exact setup steps, confirm: Should this asset appear in QuickBooks for invoicing/job costing, or only in Lexul for service history. Then explain the recommended configuration, test with a sample record, and note this guardrail: Only recommend optional asset sync for QBO workspaces; clarify that Assets show as sub-customers in QBO.

Configure when

the customer needs some service locations in QuickBooks but may keep others operational-only in Lexul.

Ask before answering

Should this asset appear in QuickBooks for invoicing/job costing, or only in Lexul for service history?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

Only recommend optional asset sync for QBO workspaces; clarify that Assets show as sub-customers in QBO.

Escalation rule

Escalate if data is missing after sync, accounting source-of-truth is unclear, or the user asks for accounting treatment.

Source URLs

Default response pattern

For questions about Optional asset sync, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Billing/Shipping address

record_id: LFS-customers-billing-shipping-address

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Billing/Shipping address in Lexul?
When should we use Billing/Shipping address?
Why is Billing/Shipping address not working or not showing?
Can Lexul handle Billing/Shipping address for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Defines how billing and shipping/service addresses are used on customers and downstream work orders/invoices. Use it when customers have separate billing contacts, jobsite/service addresses, or shipping addresses. Before giving exact setup steps, confirm: Is the billing address different from the service/asset address? Which address should print/sync. Then explain the recommended configuration, test with a sample record, and note this guardrail: For QBO, synced address fields should be maintained in the proper source system to avoid mismatch.

Configure when

customers have separate billing contacts, jobsite/service addresses, or shipping addresses.

Ask before answering

Is the billing address different from the service/asset address? Which address should print/sync?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

For QBO, synced address fields should be maintained in the proper source system to avoid mismatch.

Escalation rule

Escalate if data is missing after sync, accounting source-of-truth is unclear, or the user asks for accounting treatment.

Source URLs

Default response pattern

For questions about Billing/Shipping address, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Documents

record_id: LFS-customers-documents

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync
permissions_visibility

Sample user utterances

How do I set up Documents in Lexul?
When should we use Documents?
Why is Documents not working or not showing?
Can Lexul handle Documents for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Documents can be attached to customers so they appear where users need account-level information. Use it when customer procedures, agreements, insurance docs, site rules, or billing instructions should be visible across jobs. Before giving exact setup steps, confirm: Who should view the document: technician, office staff, or office admin only. Then explain the recommended configuration, test with a sample record, and note this guardrail: Technicians cannot delete documents; documents inherited from customer/asset/contract are managed at their original record.

Configure when

customer procedures, agreements, insurance docs, site rules, or billing instructions should be visible across jobs.

Ask before answering

Who should view the document: technician, office staff, or office admin only?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm document visibility level. Technicians may view assigned/inherited documents but should not manage sensitive account-level files unless allowed.

Known limits and guardrails

Technicians cannot delete documents; documents inherited from customer/asset/contract are managed at their original record.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Documents, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Lead vs. Customer

record_id: LFS-customers-lead-vs-customer

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Lead vs. Customer in Lexul?
When should we use Lead vs. Customer?
Why is Lead vs. Customer not working or not showing?
Can Lexul handle Lead vs. Customer for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Differentiates prospects/leads from active customers so AI can guide sales vs operations workflows. Use it when a company needs to track opportunities before a work order should be created. Before giving exact setup steps, confirm: Is this an active billable customer, a prospect, or a deal/opportunity. Then explain the recommended configuration, test with a sample record, and note this guardrail: If lead tracking is required, route users toward Deals; if job work is ready, use Customer + Work Order.

Configure when

a company needs to track opportunities before a work order should be created.

Ask before answering

Is this an active billable customer, a prospect, or a deal/opportunity?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

If lead tracking is required, route users toward Deals; if job work is ready, use Customer + Work Order.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Lead vs. Customer, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Authorization letters

record_id: LFS-customers-authorization-letters

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Authorization letters in Lexul?
When should we use Authorization letters?
Why is Authorization letters not working or not showing?
Can Lexul handle Authorization letters for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Explains letters of authorization as job/customer documentation used by field and office roles. Use it when customers require proof of authorization, access permission, or signed job approval before work starts. Before giving exact setup steps, confirm: Does the authorization need to be visible to technicians on the work order. Then explain the recommended configuration, test with a sample record, and note this guardrail: Confirm document permissions and work order attachment location so techs can see the correct file.

Configure when

customers require proof of authorization, access permission, or signed job approval before work starts.

Ask before answering

Does the authorization need to be visible to technicians on the work order?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

Confirm document permissions and work order attachment location so techs can see the correct file.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Authorization letters, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Deals

record_id: LFS-customers-deals

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Deals in Lexul?
When should we use Deals?
Why is Deals not working or not showing?
Can Lexul handle Deals for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Connects customer records to sales opportunities and quoting workflows. Use it when the customer has potential work that needs activities, quotes, or conversion to a work order. Before giving exact setup steps, confirm: Is the user trying to track a sales opportunity or create a service work order now. Then explain the recommended configuration, test with a sample record, and note this guardrail: Only customer quotes can be copied to a work order in the documented deal workflow.

Configure when

the customer has potential work that needs activities, quotes, or conversion to a work order.

Ask before answering

Is the user trying to track a sales opportunity or create a service work order now?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

Only customer quotes can be copied to a work order in the documented deal workflow.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

https://help.lexul.com/en/articles/13452343-deal-tracking-in-lexul

Default response pattern

For questions about Deals, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Custom Fields

record_id: LFS-customers-custom-fields

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Custom Fields in Lexul?
When should we use Custom Fields?
Why is Custom Fields not working or not showing?
Can Lexul handle Custom Fields for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Custom fields capture customer-specific information that standard fields do not cover. Use it when the business repeatedly asks for the same extra customer data, such as gate code, property type, billing note, or service preference. Before giving exact setup steps, confirm: Is the field needed for reporting, technician visibility, invoicing, or internal-only notes. Then explain the recommended configuration, test with a sample record, and note this guardrail: Avoid creating too many custom fields; define who owns the data and when it must be updated.

Configure when

the business repeatedly asks for the same extra customer data, such as gate code, property type, billing note, or service preference.

Ask before answering

Is the field needed for reporting, technician visibility, invoicing, or internal-only notes?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

Avoid creating too many custom fields; define who owns the data and when it must be updated.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Custom Fields, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Work Orders

record_id: LFS-customers-work-orders

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync

Sample user utterances

How do I set up Work Orders in Lexul?
When should we use Work Orders?
Why is Work Orders not working or not showing?
Can Lexul handle Work Orders for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Shows all work tied to a customer for history, billing context, and support answers. Use it when office users need to answer what work has been completed or create another job for the same account. Before giving exact setup steps, confirm: Is the question about current work, completed history, or a new work order. Then explain the recommended configuration, test with a sample record, and note this guardrail: If technicians cannot see the work order, check assignment, schedule, and Service status.

Configure when

office users need to answer what work has been completed or create another job for the same account.

Ask before answering

Is the question about current work, completed history, or a new work order?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

If technicians cannot see the work order, check assignment, schedule, and Service status.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Work Orders, first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Knowledge Record: Customers / Visible in table view (Name, Address, Contact Info, Phone, Email, Active) & M...

record_id: LFS-customers-visible-in-table-view-name-address-contact-info-phone-email-active-m

primary_intents:

how_to_setup
when_to_use
workflow_design
troubleshooting
quickbooks_sync
permissions_visibility

Sample user utterances

How do I set up Visible in table view (Name, Address, Contact Info, Phone, Email, Active) in Lexul?
When should we use Visible in table view (Name, Address, Contact Info, Phone, Email, Active)?
Why is Visible in table view (Name, Address, Contact Info, Phone, Email, Active) not working or not showing?
Can Lexul handle Visible in table view (Name, Address, Contact Info, Phone, Email, Active) for our workflow?

Entities to extract

user_role
workspace
feature_area
quickbooks_version
sync_status
source_of_truth
customer_name
asset_name
billing_contact

Approved answer basis

Explains searchable customer table/map visibility for locating accounts and service locations. Use it when users ask how to find customers by name, address, contact info, status, or map location. Before giving exact setup steps, confirm: Are they searching by customer record or by asset/location. Then explain the recommended configuration, test with a sample record, and note this guardrail: Map results depend on good address data; bad/missing addresses may reduce map usefulness.

Configure when

users ask how to find customers by name, address, contact info, status, or map location.

Ask before answering

Are they searching by customer record or by asset/location?

Dependencies

Customer records
asset/service-location structure
user permissions
QuickBooks version confirmed
integration settings checked
source-of-truth rules defined

Role workflow

Office/admin maintains records; dispatcher selects records for work orders; technicians view relevant details; accounting uses billing data.

Permissions and visibility

Confirm the user role before giving edit instructions. Provide view-only guidance to technicians unless the customer has granted edit rights.

Known limits and guardrails

Map results depend on good address data; bad/missing addresses may reduce map usefulness.

Escalation rule

Escalate when the user reports unexpected system behavior, requests a workflow not documented in sources, or needs custom development.

Source URLs

Default response pattern

For questions about Visible in table view (Name, Address, Contact Info, Phone, Email, Active) & M..., first identify whether the customer is asking about setup, fit, workflow design, troubleshooting, permissions, or QuickBooks sync. Use the approved answer basis above, ask only the listed clarification question when needed, and end with the escalation rule when the issue cannot be resolved from documented checks.

Customers Support Records

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