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Sales CRM · Feature guide

Create and edit a contact reporting map

Select customer contacts, assign reporting managers and review the complete structure before saving.

Audience: authorised staffPermission: Sales CRM viewing access, native customer access and Manage customer contact reporting mapsReviewed 30 October 2026
Where to goSales CRM → Relationships → Customer → Create reporting map or Edit reporting map

Before you start

Use your own authorised staff account in the intended Britixo workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

  1. Open the customer map and choose Create reporting map or Edit reporting map.
  2. Search for an existing customer contact, choose it under Search results and select Add selected contact.
  3. Add every person who should appear in the structure, including the reporting managers.
  4. For each contact, choose Reports to or leave No reporting manager recorded. Optionally enter an Observed title.
  5. Add a Map note describing the source or context of the recorded relationships.
  6. Choose Review reporting map. Check the contact list, managers, levels and direct-report counts.
  7. Confirm the review checkbox and choose Save reviewed map.

Behavior and limits

  • A map includes 1–100 distinct contacts from the current customer. Each contact has at most one reporting manager, and that manager must also be included in the map.
  • Self-reporting relationships and circular reporting chains are rejected. The maximum depth is 25 levels. Multiple independent roots are supported.
  • Observed titles can contain up to 100 characters and the map note up to 2,000. These fields describe the map; they do not overwrite native contact job titles or customer notes.
  • Contact search returns up to 50 current customer contacts. Refine the search to locate a particular person.
  • Removing a manager from the editor sets their direct reports to No reporting manager recorded and displays a message. Review and reassign those people where appropriate before saving.
  • Removing a person from the map does not delete the native contact. No contact can appear twice in one map.
  • Changing relationships, titles or the note invalidates the previous review. Review the current form again before saving.
  • Saving checks the map version and current customer/contact labels and membership. A concurrent change requires a fresh review.
  • A retired map remains retired after an edit. Restoration is a separate reviewed action. No existing staff receives the new management permission automatically.

Check it worked

  • Check that every reporting manager is included and belongs to the same customer.
  • Read the review list before confirming, especially after removing a manager.
  • Reopen the map and confirm its saved version, active state and relationships.

Troubleshooting

  • If a cycle is reported, follow the Reports to chain and remove the relationship that loops back to an earlier contact. Your form remains available for correction.
  • If a manager is missing, add them to the map first.
  • If a contact moved or was deleted, remove the unavailable placeholder and review any affected reporting lines.
  • If the version changed, reopen the latest map and apply your intended changes to it.