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If a customer indicates to you that some contact information has changed or was collected incorrectly, you can amend them in Phoenix via the Quick View page.

Note

It’s recommended that you direct the customer to amend their own details via their profile in the Online Booking portal by either registering for Online Booking or signing into an existing account.

Online booking registration information is included in all booking confirmations sent to the customer.

Changes you make here may affect access to Online Booking for the customer. Ask them to raise a ticket if they have issues following an amendment of details at convergeinternational.com.au/customer

  1. In the Phoenix Portal Quick View page, find the customers' upcoming or last appointment listing. Once you find it, click the link in the customers' name.

  1. Next, click the Customer details tab and then click “Personal details”

Customer details.png

  1. In the personal details section, scroll down and click “Update personal details” button

  2. Click (Save personal details) button when complete to save these changes.

Info

When amending details, please be mindful of the following:

  • Any amended details will likely result in the Online Booking portal presenting an error to the customer when they next login and they’ll need to re-register (all appointment details will be retained after re-registering) If they need help, direct them to convergeinternational.com.au/customer to raise a support ticket and we’ll assist.

  • If you are changing the name of the customer, these details will not be reflected on the current or future booked appointments with you. These changes will only reflect on any new service created from that point on.

  • As mentioned at the start of this guide, encourage the customer to amend these details themselves via the Online Booking portal (by registering or logging into their exiting account).

Frequently asked questions

What I've made an error while amending details

If you’ve made an error that you can’t resolve, or have accidentally amended other customer details, immediately stop and raise a support ticket with User Support here. We’ll be happy to assist you and resolve any issues.

What if the customer wants to amend details themselves?

The customer can use the Online Booking portal to view their details and amend themselves. To do this, they’ll either need to register for Online Booking or sign into their existing account.

If they have not yet registered for Online Booking, the registration details and organisation code to register is included in every booking confirmation email.

What if the customer asks to update an authorised contact person?

You can also assist with amending or adding authorised persons and their details, including Emergency Contacts. Follow this guide for more information: Authorised contacts in Phoenix

I have a question which is not in this guide or need more information

You can raise a support ticket with User Support here and we’ll assist you with any questions or help you need.