# Customers, Requests & Pipeline _ReadyHelm Pro Portal guide, chapter 14 · Last updated 2026-10-27 · https://app.readyhelm.com/guide/pro/customers-and-requests.html_ > The Service Hub features in this chapter and the next three are rolling out gradually. If a module isn't in your sidebar yet, it's on the way. **👥 Customers** keeps the people you work for, whether or not they're on ReadyHelm. **📥 Requests** collects service requests from your website and the phone. **🗂️ Pipeline** shows every job from first request to done. ## Customers Customers is your organization's own list of contacts. It's private to your organization, and contacts don't need a ReadyHelm account. Customers is on every plan. **+ New contact** takes a name (required), email, phone, company, status and notes. The status is **Lead**, **Customer** or **Inactive**. Search finds contacts by name, email, phone or company, and **Archive** hides a contact you no longer work with (**Restore** brings them back). ### A contact's page Open a contact to see their details, their boats, and their **Quotes** and **Work orders**. With customer email or texting on your plan, their conversations are here too (see [Customer Email & Texts](https://app.readyhelm.com/guide/pro/customer-messages.html)). - **Link a boat from your fleet…** ties one of your boats to the contact, and **+ New boat** adds a boat and links it in one go. A boat can be added without its HIN; it shows **HIN pending** until you add the real one. - **Invite to ReadyHelm** offers a boat with no owner on ReadyHelm to the contact. They sign up (or sign in) with the contact's email and own the boat on ReadyHelm, and your organization keeps looking after it. The contact needs an email first. - **Ask to share** is for a contact who's already on ReadyHelm with their own boat: enter their boat's HIN, and they approve sharing it with you in the owner app. A quote can go to a contact who isn't on ReadyHelm: choose them under **Send to** on the quote (see [Quotes](https://app.readyhelm.com/guide/pro/work-orders-and-service-log.html#pro-work-orders-and-service-log-quotes)). ## Requests **📥 Requests** lists service requests: what came in through your website's request form, and what your team took down from a call. Each request already has its contact (added to Customers if they're new) and a boat. A boat without a usable HIN gets a **HIN pending** placeholder, with the HIN they typed shown next to it so you can correct it. - **Start a quote** opens the boat's Quotes tab with a quote ready for that customer. Once a quote exists, the request shows **Open quote**. - **Close** a request you won't take on; **Reopen** brings it back. - **+ New request** takes down a request from a call: who's asking (an email or a phone), how they prefer to be reached, the boat's make, model, year and HIN if they have it, where it's kept, and what they need done. A new request from your website notifies your Admins and Managers. ### Your website's request form The form lives under **Admin & Settings → Integrations → Website request form**, and only an Admin can change it. It's on Pro Standard and up. 1. **Create the form**. Set its **Heading**, an optional **Intro** and **Thank-you message**, whether to **Ask where the boat is**, and whether to **Allow photos**. 2. Under **Websites that can show the form**, list your site's address, one per line (subdomains count too). With none listed, the form only works as its own page from its link. 3. **Copy embed code** and paste it into your website. Customers can tick a box to agree to texts about their service, and, once marketing consent is available, another to hear your news. **Make a new link** replaces the form's address, for example if it's being misused; the old embed code stops working until you paste the new one. ## Pipeline **🗂️ Pipeline** is a board of every open job, in the columns of your work order stages: new requests, quotes waiting on the owner, and work orders through to done. Filter it by technician or by where the boat is (slip, mooring or yard), search for a customer, boat or job, and tick **Show done and cancelled (30 days)** to see finished work. Overdue cards are marked. Drag a work order to another stage to move it. Some moves do more: - a draft quote dropped on **Awaiting Approval** is sent to the owner, and an approved quote dropped on a work column becomes a work order. Both ask first, and only Admins and Managers can do them. - a request can only be closed, by dropping it on **Cancelled** (tick Show done and cancelled first). Start a quote from it on Requests to move it along. - a work order can't be dropped on **Done**: complete it from the boat's **Work Orders** tab, which records the work in the service history. Only an owner or contact approves a quote; the board never does. At phone width the columns stack and each card has a **Move to…** menu instead of dragging. ## Marketing lists in Mailchimp and HubSpot On Pro Plus, you can send segments of your customers to Mailchimp or HubSpot, but only those who agreed to marketing. > Marketing consent isn't available until ReadyHelm publishes the wording customers agree to. Until then, nothing can be recorded or sent. ### Connecting Under **Admin & Settings → Integrations → Mailchimp & HubSpot**, an Admin chooses **Connect** and signs in to the tool. For Mailchimp, choose the audience to send to. **Disconnect** leaves the lists already there. ### Consent A contact's page has a **Marketing** card showing whether they agreed and how. Consent comes from: - **their opt-in link:** **Email them a link to opt in**, and they say yes or no themselves; - **your website form:** the box they ticked; - **recorded by your team:** **They agreed…**, with how they agreed (for example "At the boat show"). Record it only if they told you yes. **Withdraw** records that they changed their mind. An unsubscribe in Mailchimp or HubSpot withdraws it too, and ReadyHelm checks for unsubscribes before every send and once a day. ### Segments On **Customers**, the **Segments** view lists your segments. **+ New segment** takes a name (it becomes the list or tag name in your tool) and filters: - **customer:** their status; - **their boat:** make, model, year, length, engine make, where it's kept, **Not serviced since** (boats never serviced count), **Serviced after**, and **Maintenance due within (days)**. Any one boat of theirs that you service has to match all of these. The preview shows how many match and how many of them agreed to marketing. Admins and Managers build segments and send them with **Send to Mailchimp** or **Send to HubSpot**. With **Keep it in step every day** ticked, ReadyHelm adds new matches and takes off whoever no longer fits each day. Only a contact's name, email and tags are sent, plus their phone if they agreed to texts. Service history, prices and documents never are. The **Export log** lists every send.