Use this workflow when a qualified prospect should become a customer in PAX.
When to use this workflow
Convert a prospect when the company is ready to be treated as a customer for quoting, order entry, customer records, contacts, and sales history.
Use conversion instead of manually adding a new customer whenever the company already exists as a prospect. Conversion preserves CRM context and links the prospect to the customer record.
Before you start
You need a unique Customer Code.
Optional setup can include:
SalespersonPayment TermsShipping Method
If conversion is happening while a prospect quote is being converted to an order, finish the conversion when prompted so PAX can attach the quote and order workflow to the new customer.
Steps
- Open Dashboard > CRM > Prospects.
- Select the prospect.
- Review the prospect detail record for correct company name, contact information, addresses, notes, opportunities, and quotes.
- Select
Convert to Customer. - Enter a unique
Customer Code. - Choose
Salesperson,Payment Terms, andShipping Methodif known. - Confirm the conversion.
- Open the new customer record if PAX navigates you there or return to Sales > Customers to review it.
What happens behind the scenes
PAX validates that the prospect exists, is not already converted, and that the entered customer code is not already in use.
PAX creates a customer record using the prospect's company name, contact information, phone, website, notes, sort code, estimated company size, and selected customer defaults.
PAX copies prospect address links to the customer.
PAX moves related company notes and company contacts from the prospect to the customer.
PAX updates related opportunities, activities, and quote headers so they are linked to the new customer.
PAX marks the prospect Converted, stores the new customer code on the prospect, and logs a completed Prospect Converted to Customer activity.
Conversion does not create a Sales Order unless it is being performed as part of the quote-to-order workflow.
Troubleshooting
Customer Code is required
Likely cause: The conversion form was submitted without a customer code.
Safe fix: Enter the customer code your company wants to use for this new customer.
Contact support if: The form does not accept a valid code.
Customer Code already exists
Likely cause: Another customer already uses that code.
Safe fix: Search Sales > Customers for the code. If it belongs to the same company, stop and review whether the prospect should be linked by support instead of creating a duplicate.
Contact support if: The existing customer and prospect need to be reconciled.
The prospect was already converted
Likely cause: The prospect status is Converted.
Safe fix: Open the matching customer from the Prospects list or Sales > Customers.
Contact support if: The converted prospect cannot be matched to a customer.
Quotes or activities did not appear on the customer
Likely cause: The related records may not have been linked to the prospect before conversion, or the customer view may need refresh.
Safe fix: Refresh the customer detail screen and check quote history.
Contact support if: Related prospect records are missing after conversion.