Display Customer Contact Details to Fieldworkers

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Display Customer Contact Details to Fieldworkers

Fieldworker Customer Contact Visibility Control

This fieldworker permission controls whether your field team can view customer contact information at all times in the Fieldworker App. When enabled, assigned fieldworkers can see key customer details (such as phone numbers and email addresses) from their bookings and related customer screens, helping them communicate quickly and deliver better service.

Overview

Use this permission to decide if fieldworkers should have continuous visibility of customer contact details (for example, to confirm access instructions, call ahead, or resolve onsite issues without delays). If privacy is a concern, you can disable it to limit exposure of sensitive customer data.

What this permission controls

  • When enabled: Fieldworkers can view customer contact details for bookings they are assigned to (e.g., phone and email) directly in the app.
  • When disabled: Fieldworkers can still use the in-app communication actions where available, but the customer’s contact details are hidden (visibility is restricted).

Important: This setting is separate from address-visibility controls. If you also need to control when the full booking address is revealed, use the dedicated permission for that.

Benefits

  • Faster customer communication: Confirm arrival details, access instructions, or job requirements without office back-and-forth.
  • Fewer missed appointments: Fieldworkers can quickly contact customers if they’re delayed or need clarification.
  • Better customer experience: Real-time coordination improves professionalism and reduces misunderstandings.
  • Better data governance: When disabled, you reduce unnecessary exposure of personal data in the field.

Before you start

  • Ensure customer records have the correct contact details saved (phone/email).
  • Confirm fieldworkers are using the latest version of the mobile app.
  • Define internal policy for how customer data may be used (job-related use only).
  • Optional: If you want fieldworkers to call/text using your business number (and not personal mobiles), configure your Digital Phone System settings (VoIP/SMS/WhatsApp where supported).

Enable or disable the permission

Admins can update fieldworker permissions at any time. Changes take effect immediately.

  1. Log in as an admin user.
  2. Go to Settings → General Settings → Fieldworker permissions.
  3. Find the permission: “Display customer contact details to fieldworkers at all times”.
  4. Toggle it ON (enable) or OFF (disable).

Enabled (ON)

When this permission is enabled, fieldworkers can view customer contact details at all times for bookings they are assigned to.

Fieldworker permission enabled: Display customer contact details to fieldworkers at all times
Permission enabled (ON).

Disabled (OFF)

When disabled, customer contact details are hidden from fieldworkers. This is useful when you want to minimise access to personal data.

Fieldworker permission disabled: Display customer contact details to fieldworkers at all times
Permission disabled (OFF).

How fieldworkers access customer contact details in the app

Option 1: From a booking

  1. Open the Fieldworker App and log in.
  2. Go to Bookings → All Bookings.
  3. Open the relevant booking.
  4. Locate Contact Info (or the customer/contact section) to view details (when permission is enabled).
Fieldworker app booking screen showing Contact Info section
Fieldworker App: open Contact Info from a booking.

Option 2: From the customer/contact screen

When permitted, fieldworkers can open the customer/contact view to see contact details and use quick actions (e.g., email, call, SMS) depending on your communication settings.

Fieldworker app customer screen showing customer phone and email with contact action icons
Fieldworker App: customer contact details and quick contact actions.

Privacy & security best practices

  • Apply least-privilege access: enable contact visibility only for roles that truly need it.
  • Job-use only policy: customer details should only be used for booking-related communication.
  • Device security: require passcodes/biometrics and encourage fieldworkers to lock devices when unattended.
  • Offboarding controls: remove access immediately when a fieldworker leaves (disable account / permissions).
  • Audit and coaching: review communication logs if you suspect misuse and reinforce policy.

Troubleshooting

  • Fieldworkers still can’t see contact details: confirm the permission is enabled, the booking is assigned to them, and the customer record contains phone/email.
  • They can’t call/SMS from inside the app: app calling/SMS may depend on your communication setup (e.g., business number / VoIP / SMS configuration). If not configured, they may still contact customers using your chosen workflow.
  • You want to hide the full address but allow contact details: use the separate “Display the full booking address to fieldworkers at all times” permission for address visibility control.

If you have questions about choosing the right permissions for your workflow, contact support for guidance.

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