Display Fieldworker Contact Details to Customers

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Display Fieldworker Contact Details to Customers

Fieldworker Contact Visibility Configuration

OctopusPro gives you full control over what customers can see in your Customer Portal, including whether a fieldworker’s contact details (such as phone number and email address) are visible on their public profile. This helps you balance customer trust and easy communication with privacy and centralised service management.

Table of contents

What this feature does

When enabled, customers can view the contact details saved on a fieldworker’s profile while browsing that fieldworker’s profile in your Customer Portal.

When disabled, the Contacts section is hidden from customers, so fieldworker contact details remain confidential.

Prerequisites

  • Customer Portal access: This feature applies to the OctopusPro Customer Portal (where customers view profiles and manage bookings).
  • Fieldworker profiles must be visible: Customers can only see contact details if they can view fieldworker profiles. If your fieldworker profiles are hidden, enable the setting that makes profiles public. Learn more.

Enable or disable fieldworker contact details in the Customer Portal

  1. Go to Settings.
  2. Open Customer Portal > Flags & Permissions.
  3. Scroll to Fieldworker Flags.
  4. Enable or disable: Display fieldworker contact details like email and phone number to customers

Tip: If you want customers to see the fieldworker’s name but not their contact details, you can keep the contact-details flag disabled while leaving other profile visibility options enabled.

Where fieldworker contact details appear for customers

If the flag is enabled, customers can view contact details when they open a fieldworker’s profile in the Customer Portal. They access this information via the Contacts section/category on the fieldworker profile.

Typical contact fields may include (depending on what you store on the fieldworker profile):

  • Phone number
  • Email address
  • Emergency phone
  • Other contact fields you’ve saved (e.g., fax, where applicable)

If the flag is disabled, the Contacts section will not appear under the fieldworker profile and customers will not be able to view any fieldworker contact details.

Edit a fieldworker’s contact details (admin)

  1. From the left menu, open Fieldworkers.
  2. On the fieldworkers list, open the Actions menu for the fieldworker you want to update.
  3. Select Edit contact details.
  4. Update the details and save.

How fieldworkers edit their own contact details (web & mobile)

Fieldworkers can update their contact details themselves through the web view or the mobile app. This helps keep profiles accurate without relying on office updates.

Option A: Web view

  1. Fieldworker clicks their display name (top-left) and opens My account.
  2. On the profile page, click Actions > Edit info.
  3. Add or edit contact details, then save.

Option B: Mobile app

  1. From the sidebar menu, tap the edit icon next to the fieldworker’s name.
  2. Scroll down to Address & Contact Details.
  3. Tap the arrow to edit or add details (phone number, email address, etc.), then save.

Best-practice recommendations

  • Use business contact details when possible: To protect privacy, consider publishing a company phone number or role-based email instead of personal contact details.
  • Set a communication policy: If you prefer all communication to be tracked and managed centrally, keep this flag disabled and route customer communication through your office workflow.
  • Keep profiles complete: If a fieldworker profile is missing phone/email values, customers may see an empty Contacts section even when the setting is enabled.

Troubleshooting

  • I enabled the flag, but customers still can’t see Contacts: Confirm that fieldworker profiles are visible/public in the Customer Portal (customers must be able to open a fieldworker profile to see Contacts).
  • Contacts shows, but details are blank: Ensure the fieldworker has contact details saved (admin can update via Fieldworkers > Actions > Edit contact details, or the fieldworker can update via My account).
  • Only some fieldworkers show contact details: Check each fieldworker profile for missing fields (phone/email) and update as needed.

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