Actions

Actions are operations you perform on platform entities such as customers, numbers and invoices. Unlike editing (which changes individual field values), actions trigger workflows that handle calculations and related updates automatically.

For example, the “Drop Customer” action sets the customer status, calculates billing end dates, updates associated numbers and features, and recalculates charges. Doing this manually by editing fields would be error-prone and time-consuming.

Actions vs Editing

Editing changes individual field values. You are responsible for ensuring all related changes are correct.

Actions accept parameters through a form, then the platform handles the full workflow: updating statuses, calculating dates, adjusting related records, and recalculating charges where needed.

Where an action exists for a given operation, use it rather than editing fields directly.

Finding Actions

The Actions Menu

The Actions menu appears in the top menu bar when viewing an entity. It lists operations relevant to that entity type and its current status.

Available actions change based on context. A customer in Active status shows different actions than one already dropped. Actions you lack permission to use are greyed out.

The Expert Menu

Some action variants only appear in the Expert menu in the top menu bar. These require Expert Mode activation and sufficient expert level. See Expert Mode for details.

The Left Context Menu

Frequently-used actions also appear in the left sidebar for quicker access. For example, “Add New Number(s)” appears in the left menu when viewing a customer record.

The left menu content varies based on the entity you are viewing.

Standard Actions

These actions are available across most entity types:

• Edit: Open the record for field-level editing
• Delete: Remove the entity (subject to dependency checks)
• Lock/Unlock: Prevent or allow changes to the record
• Hide: Exclude the entity from standard searches and lists
• Clone: Create a copy with similar settings
• Save: Store changes when in edit mode

Not all standard actions are available on every entity type. Delete, for example, is blocked when dependent records exist.

Entity-Specific Actions

Each entity type has specialised actions relevant to its lifecycle and purpose.

Customer Actions

Examples: Drop, Final Bill, Reinstate, Write Off Debt, Link to Xero, Generate PIN

These handle customer lifecycle operations and financial adjustments. See Customer Management for details.

Number Actions

Examples: Drop, Reinstate, Add Features, Divert, Allocate

These manage phone number configuration, feature assignment and status changes. See Numbers for details.

Invoice Actions

Examples: Approve, Deliver, Email, Recreate

These control invoice workflow and distribution. See Invoices for details.

Other Entities

Payments, features and services each have their own specialised actions. See entity-specific documentation for full coverage.

How Actions Work

Performing an Action

1. Navigate to the entity (customer, number, invoice, etc.)
2. Open the Actions menu (or Expert menu, or left context menu)
3. Select the action
4. Complete the action form if one is presented
5. Click the action button to execute

Some actions execute immediately. Most present a form first.

Action Forms

Action forms collect the parameters needed to perform the operation. They typically contain:

• Required fields: Must be completed before the action can proceed
• Optional fields: Provide additional context or control specific behaviour
• Help text: Explains what each field does and how it affects the outcome

The form shows what will happen when you confirm. Read it through before executing, particularly for actions that affect billing.

After Execution

The platform displays confirmation or the updated entity. Some actions trigger billing recalculations immediately; others take effect during the next billing run. The action form indicates which applies.

If the result is unexpected, check the Activity tab to see exactly what changed. Many actions can be reversed using a corresponding action (for example, Reinstate after Drop).

Common Scenarios

Customer Cancellation

A customer calls to cancel on 31st January:

1. Open the customer record
2. Actions > Final Bill Customer
3. Set Final Bill Date to 31/01/2025
4. Add the cancellation reason
5. Click Final Bill Customer

The action calculates charges to the final date, updates numbers and features, and schedules the final invoice for the next billing run.

Approving an Invoice

An invoice is ready to send:

1. Open the invoice record
2. Actions > Approve
3. Confirm the action

The invoice is marked as approved and becomes eligible for delivery.

Adding Features to a Number

A customer wants call divert and other features on a number:

1. Navigate to the number record
2. Actions > Add Features
3. Select the features (charges, bundles, etc.) to add
4. Confirm the action

The action assigns all selected features to the number in one step.

Reinstating a Dropped Customer

A customer was dropped in error:

1. Open the customer record
2. Actions > Reinstate Customer
3. Set the reinstate date
4. Click Reinstate Customer

The action reverses the drop, restores numbers and features, and adjusts billing accordingly.

Actions in the API

Actions are available via the API using POST with an action parameter:

POST /customers/123?action=drop

The same action logic applies regardless of whether you use the web interface or the API. See API Reference for parameter details per action.

Action Permissions

Your user permissions determine which actions are available to you. If an action does not appear or is greyed out:

• Your user account may lack the required permission
• The entity may be in a status that prevents that action
• The action may require Expert Mode (check the Expert menu)

Contact your administrator if you need access to a specific action.

Further Reading

Each entity type has detailed action documentation covering when to use each action, required fields, outcomes, and important considerations:

• Customer Actions: Drop, Final Bill, Reinstate and more
• Number Actions: Number lifecycle and feature management
• Invoice Actions: Invoice approval and delivery

Action forms include help text for each field. Refer to this when using an action for the first time.

What’s Next

• Expert Mode: Expert-only actions and when to use them
• Customer Management: Customer-specific actions in detail
• Managing Default Values: Defaults that affect action behaviour