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User Guide
basic Package

Customers

Manage customer details, scripts, documents, and SMS in one place

Customer records in Compound Direct give pharmacists and technicians a single view of each customer’s profile, including contact details, scripts, risk assessments, medical history, notes, uploaded documents, and activity. From here, you can quickly search and filter customer records, create and update profiles, manage MySL active script lists, send risk assessments and SMS, and access customer printing tools, all without leaving the customer card.

In this guide, you’ll learn how to:

  • Find, create, bulk import, update, merge, delete, and manage customer profiles using search, filters, and advanced search
  • Manage scripts, MySL active script lists, healthcare identifiers, risk assessments, medical history, notes, documents, and customer activity history
  • Communicate with customers via SMS and risk assessments, generate customer labels, print pharmacy receipts, and medication history, and manage deceased customer records

This guide walks through the core tools to help you manage customer records efficiently and with confidence.

Finding a customer record

  1. Go to the ‘Customers’ dashboard.
  2. On the ‘Customers’ dashboard, a list of their Names is displayed, including their Email, Mobile, and Address.
  3. You may begin typing the name, email, or mobile number into the search search bar.
  4. Click on the ‘edit Advanced Search’ button to display other options:
    1. On the ‘Advanced Customer Search’ page, a list of the customers’ First Name and Last Name is displayed, including their Email, Mobile, Address, Date of Birth, and No. of Rx.
    2. To customise columns, click the settings icon and tick or untick check_box checkbox(es) for the columns you wish to display or hide: Email, Mobile, Address, Date of Birth, Number of Scripts, Tags, Veterinarian, or Billing Account.premium Package
    3. To refresh the list, click on the refresh icon.
    4. To find your desired customer, you may begin typing the patient name, email, or mobile into the search search bar.
    5. Click on the ‘More Filters’ button near the search search bar to apply more filters to the list.

      1. Click theDate of Birth,

        Veterinary,Billing Account,Tagged With,Dispense Record Type,Dosage Form,Contents,Prescribed By,Order Status,Schedule,Date Dispensed,andArchival Statusdrop-down menus to apply filters.

      • Use these filters to organise and refine the customer list for easier viewing.
      1. Click on the ‘Reset Filters’ button to remove all filters applied.
    6. Click on the ‘sort Sort By’ button to sort the list by:
      1. ‘Date Created (newest / oldest first)’
      2. ‘Date Modified (newest / oldest first)’
      3. ‘Customer Name (A-Z / Z-A)’
      4. ‘Customer Last Name (A-Z / Z-A)’
      5. ‘Dispense Records (Least / Most)’.
  5. Once found, click on the desired ‘Customer’ record from the list to view.
  6. Recent searches are displayed below the search bar for faster navigation. If desired, you may either:
    1. Click the close icon beside a customer name to remove an individual recent search.
    2. Click the ‘Clear recent’ button to remove all recent searches.

Viewing a customer record

  1. Go to the ‘Customers’ dashboard.

  2. Find and click the desired ‘Customer’ record from the list.

  3. The most recent orders, placed within 7 days of sending the quote, are displayed at the top.premium Package

  4. On the right-hand side of the customer record, Contact Details, Address, Age, Owner Name (if the customer is an animal) are displayed.

    1. Any Refill Reminders can also be viewed here by clicking the alarm icon.standard Package

    1. The most recent Risk Assessment Survey can be accessed by clicking the survey name.premium Package

  5. The ‘Activity’ section is used to track activity, record changes, add notes, and set reminders.

    • See the Activity guide for more information.

  6. In the ‘Documents’ section, all uploaded documents are displayed.

    • See the Documents guide for more information.

  7. In the ‘Text Messages’ section, all SMS sent to the customer are displayed, including links to risk assessment surveys, the date and time sent, and a FAILED status badge if delivery was unsuccessful.

    • The text message history will show all messages that have been sent that are less than a year old; messages older than one year will be archived and not appear here.
    • See the Sending a text message tutorial for more information.

  8. In the ‘Script History’ section, customer scripts are listed under the ‘Overview | Available | Drafts | Dispensed | Archived’ tabs, including the ID, Date, Item, Price or Disp, Item, RPT, Prescribed, Price, and Statusstandard Package details.

    • Get a complete overview of customer records, including current, past, and future activity, with a breakdown of key tabs and prescription grouping. See the Navigating the customer page blog.

  9. To view a complete list of all prior scripts, click on the ‘More actions expand_more’ drop-down menu and select the ‘View Scripts’ button.

    1. You will be redirected to the ‘Dispensed’ page with the customer selected as the filter.

  10. Click on the desired ‘Script’ to view it.

Creating a customer record

  1. Go to the ‘Customers’ dashboard.

  2. Click on the ‘Create Customer’ button.

  3. On the ‘New Customer’ page, add the ‘Customer contact details’:

    1. Enter the customer’s first name, last name, email email address, phone_iphone mobile number, and local_phone phone number.

    • To add multiple mobile numbers, place a comma between each number.

  4. Select a communication preference from the drop-down menu. Specify whether the customer will receive notifications via ‘SMS only’, ‘Email only’, or ‘SMS and Email’. standard Package

  5. Tick the ‘check_box Reminders Enabled’ to enable the refill reminders for the new customer.

  6. Enter the customer’s street address, city/town, suburb, state, and postcode.

  7. Click on the ‘Note Importance’ drop-down menu to select ‘Default / Medium / High / Show a popup’.

    • Important notes will be visible to any role at the top of the customers page every time it is opened. They may also display as a popup, depending on the selected note importance.

    1. The importance of the note can be chosen between:

      1. ‘Default’ - sets the note colour to blue.
      2. ‘Medium’ - sets the note colour to orange.
      3. ‘High’ - sets the note colour to red.
      4. ‘Show a popup’ - sets the note colour to red and displays a pop-up alert each time the customer’s page is opened.

  8. Enter ‘Additional Information’ for the customer, including date of birth, sex, and titlestandard Package and then find or create an associated billing account.premium Package

    • Adding a billing account will allow you to provide a default account for this customer when creating an order.
    1. If the customer is an animal, tick ‘check_box Is Veterinary Patient’, enter the owner’s name, and select the animal species. standard Package
    • The animal species badge will be displayed beside the customer name.

  9. Once done, click on the ‘Create’ button.

Bulk importing customer records

  1. Go to the ‘Customers’ dashboard.
  2. Click on the ‘More actions expand_more’ button.
  3. Click on the ‘Import Customers (.csv)’ from the drop-down menu.
  4. On the ‘Import Customers’ page, you can download a sample template by clicking ‘Download example file (.csv)’ to use as a guide when entering customer details.
  5. In the spreadsheet, enter the customer details, including first name, last name, mobile, phone, email, address, suburb, postcode, state, date of birth, veterinary status (if an animal, enter TRUE; otherwise enter FALSE), and any patient notes.
  6. Once your CSV file is ready, click on the upload field to begin the import process, then choose the CSV file from your device.
  7. Once ready, click on the ‘Import Customers’ button.

Editing a customer record

  1. Go to the ‘Customers’ dashboard.

  2. Find and click the desired ‘Customer’ record from the list.

  3. Click on the ‘edit Edit’ button.

  4. To delete the record, you may:

    1. Click on the ‘More actions expand_more’ button.
    2. Select ‘Delete’ from the drop-down menu to permanently delete the customer record.

  5. Edit the ‘Customer contact details’:

    1. Edit the customer’s first name, last name, email email address, phone_iphone mobile number, and local_phone phone number.
    • To add multiple mobile numbers, place a comma between each number.

  6. Select a new communication preference from the drop-down menu. Specify whether the customer will receive notifications via ‘SMS only’, ‘Email only’, or ‘SMS and Email’.standard Package

  7. Tick or untick the ‘check_box Reminders Enabled’ to enable the refill reminders for the customer.standard Package

  8. Edit the customer’s street address, city/town, suburb, state, and postcode.

  9. To add another address, click ‘+ Add Additional Address’.

    1. On the ‘Edit Postal Address’ modal, select the address type, enter the address 1, address 2, suburb, state, postcode, and delivery instructions.

    2. Click on the ‘Done’ button.

    3. Click on the edit icon. To edit the primary or additional address, you may either:

      1. On the ‘Edit Address’ modal, edit as necessary.
        1. Click on the ‘Save’ button.
      2. Click on the ‘Delete’ button to remove the additional address.

    4. Click on the print icon to automatically print the chosen address as a label.

    • See the Finding labels tutorial to set the default printer for customer labels.

  10. Click on the ‘Note Importance’ drop-down menu to select a different ‘Default / Medium / High / Show a popup’ note importance.

    • Important notes will be visible to any role at the top of the customers page every time it is opened. They may also display as a popup, depending on the selected note importance.
    1. The importance of the note can be chosen between:
      1. ‘Default’ - sets the note colour to blue.
      2. ‘Medium’ - sets the note colour to orange.
      3. ‘High’ - sets the note colour to red.
      4. ‘Show a popup’ - sets the note colour to red and displays a pop-up alert each time the customer’s page is opened.

  11. Edit ‘Additional Information’ for the customer, including date of birth, sex, and titlestandard Package and then find or create an associated billing account.premium Package

    • Adding a billing account will allow you to provide a default account for this customer when creating an order.

    1. If the customer is an animal, tick ‘check_box Is Veterinary Patient’, enter the owner’s name, and select the animal species.standard Package

    • The animal species badge will be displayed beside the customer name.

  12. In the ‘Risk Assessment’ section, the customer’s previous risk assessment survey responses will be displayed here.

  13. Once done with the changes, click on the ‘Save’ button.

Sending a risk assessment survey premium Package

  1. Go to the ‘Customers’ dashboard.
  2. Find and click the desired ‘Customer’ record from the list.
  3. Click on the ‘Send’ or ‘Resend’ button on the right-hand side.
  4. On the ‘Send Risk Assessment’ modal, the customer communication preference will be displayed at the top.

    1. Select a contact cc link to, reply to, type of survey, and an email/SMS template from the drop-down menus, and add a customised note or message for the patient.

  5. To send the risk assessment, you may either:
    1. Click on the ‘Send’ button.
    2. To send the risk assessment at a later time, click on the expand_more icon:
      1. Select the ‘Send Tomorrow at 8:00 AM’ button.
      2. Select the ‘schedule Schedule Send’ button, select the date, enter the hour and minute, and click on the ‘Schedule Risk Assessment’ button.
    3. Create a shareable link by clicking on the expand_more icon and selecting the ‘content_copy Create Shareable Link’ button.
      1. To copy the link, you may either:
        1. Click on the ‘Public / Private Link’.
        2. Click on the content_copy icon.
    • The risk assessment is sent according to the customer’s communication preference.

Sending a text message

  1. Go to the ‘Customers’ dashboard.
  2. Find and click the desired ‘Customer’ record from the list.
  3. Click on the sms icon beside the customer mobile number, or in the ‘Text Messages’ section, click on the ‘add Send SMS’ button.
    1. On the ‘Write your SMS message below’ modal, enter your message.
    2. To populate the text message, you may either:
      1. Click on the ‘Prefill expand_more’ button.
        1. To add a prefilled message, select an ‘SMS Template’.
        2. To create or edit an SMS Template, click on the ‘Customise keyboard_arrow_down’ button.
    1. Once the message is complete, click on the ‘Send’ button.
    2. To send the text message at a later time, click on the expand_more icon to:
      1. Select the ‘Send Tomorrow at 8:00 AM’ button.
      2. Select the ‘schedule Schedule Send’ button, select the date, enter the hour and minute, and click on the ‘Schedule SMS’ button.

        1. To cancel the scheduled SMS, find the desired scheduled SMS, click on the close icon, and select the ‘Delete SMS’ option.

    • If Two-Way SMS is already set up, incoming text messages or the customer's reply will be delivered to the email inbox set in your workspace. You can reply directly from that email, and the customer will receive your response as an SMS on their mobile.

Managing a customer script list

Active Script List (ASL), also known as My Script List (MySL), is a secure digital service that stores a patient’s active electronic prescriptions in one centralised list. Before MySL can be used, the patient must be linked to their Individual Healthcare Identifier (IHI).


  1. Go to the ‘Customers’ dashboard.

  2. Click on the desired ‘Customer’ from the list.

  3. Click on the ‘edit Edit’ button.

  4. In the ‘Healthcare Identifiers’ section, click on the ‘search Search’ button to search the IHI by the customer’s Medicare, DVA, IHI Number, or Address.

    • On the patient search modal, fields marked with an asterisk (*) are required when searching for the desired patient’s IHI record.
    1. Enter the patient's given name, family name, sex, and date of birth.
    2. Choose an IHI Search Method:Medicare,DVA,IHI number,andAddress.
    3. Once all required information has been entered, click ‘Search’.
      1. Once the information found is verified, click ‘Select’.
      • Once selected, the following patient details will be auto-populated or updated: IHI Number, Sex, IHI Record Status, IHI Status, Last Validated details, First Name, Last Name, Street Address, Suburb, State, Postcode, and Date of Birth.
    4. Enter the customer’s medicare number, medicare expiry, and select a contact method from the drop-down menu.

  5. Click on the ‘Validate’ button to update validation details.

  6. Once done, click ‘Save’.

  7. Click on the arrow_back icon to return to the customer record.

    • Once the customer’s IHI has been linked, you can request access to their MySL.

Reviewing medical history premium Package

This section will walk you through how to view, add, or update a customer's medical history.


  1. Go to the ‘Customers’ dashboard.
  2. Click on the desired ‘Customer’ from the list.
  3. Click on the ‘Edit edit’ button.
  4. On the ‘Edit Customer’ page, scroll down to the ‘Risk Assessment’ section.
  5. The most recent risk assessment survey and patient response are displayed.
    1. "No medical history found." will be displayed if none is available.
  6. To add or update a customer's medical history, click on the ‘Add Medical History’ or ‘Update Medical History’ button.
    • This option may be useful when completing the survey on behalf of the customer (e.g. over the phone).

    1. Select the desired ‘Survey’ template and complete the survey.

    2. Once finished, click ‘Save’.

  7. To view previous risk assessments, click on the ‘View Previous Responses’ button.
    1. A list of surveys sent to the customer, including the Date, Name, and Completed By details, will be displayed.
    2. To view each survey response, click on the ‘View’ button beside each record.
      1. Click ‘Done’ to close the modal.

Merging customer records

  1. Go to the ‘Customers’ dashboard.
  2. Click on the desired ‘Customer’ from the list.
  3. Click on the ‘More actions expand_more’ drop-down menu and select ‘Merge from other Customer’.
  4. On the ‘Merge Customers’ modal, you may either:
    1. Tick the check_box checkbox to select a ‘Customer’.

      1. Customers with the same Name appear as options, including their Email/Mobile, Address, and the Date and time the record was Created.

      2. Click on the ‘Confirm’ button to merge and delete all data from one or more customers into the one selected.

      • This will delete and merge all data from the ticked record into the currently viewed customer record. Please review all details carefully before proceeding. Merging scripts, files, SMS, notes, and other data with this customer is permanent and cannot be undone. Ensure all information is accurate before finalising the merge.

Generating a customer label

  1. Go to the ‘Customers’ dashboard.
  2. Find and click the desired ‘Customer’ record from the list.
  3. Click on the ‘More actions expand_more’ drop-down menu.
  4. To print or download the customer label, you may either:
    1. To automatically print the customer label, select ‘Print Label’.
    2. To download the customer label, select ‘Print Label (Preview)’.

      1. Select the label variantstandard Package printer, and paper type from the drop-down menus.

      2. Enter the number of copies.

      3. Tick the check_box checkbox to always print on the selected printer when using the current device.

      4. Click on the ‘Download’ or ‘Print’ button.

Generating pharmacy receipt and medication historystandard Package

  1. Go to the ‘Customers’ dashboard.

  2. Find and click the desired ‘Customer’ record from the list.

  3. To download or print a pharmacy receipt, you may:

    1. Click on the ‘More actions expand_more’ drop-down menu and select ‘Print Pharmacy Receipt’.
    2. A list of dispense records is displayed, including their ID, Name, Repeats, Date Dispensed, and Date Prescribed details.
    3. Select an invoice template from the drop-down menu.premium Package
    4. Select between ‘Today | Week | Month | Year | All’ for the time range.
    5. Untick the check_box checkbox if you do not want the record to be included.
    6. Click on the ‘Confirm’ button.
      1. Select a printer and paper type.
      2. Enter the number of copies.
      3. Tick the check_box checkbox to always print on the selected printer when using the current device.
      4. Click on the ‘Download’ or ‘Print’ button.

  4. To download or print a medication history, you may:

    1. Click on the ‘More actions expand_more’ drop-down menu and select ‘Print Medication History’.
    2. The medication history is displayed, including the Date Dispensed, Medication, Date Prescribed, and Prescriber details.
    3. Select an invoice template from the drop-down menu.premium Package
    4. Enter the date range today to filter.
    5. Untick the check_box checkbox if you do not want the record to be included.
    6. Click on the ‘Confirm’ button.
      1. Select a printer and paper type.
      2. Enter the number of copies.
      3. Tick the check_box checkbox to always print on the selected printer when using the current device.
      4. Click on the ‘Download’ or ‘Print’ button.

Managing deceased patients

  1. Go to the ‘Customers’ dashboard.
  2. Find and click the desired ‘Customer’ record from the list.
  3. Click ‘edit Edit’ to open the customer record.
  4. On the ‘Edit Customer’ page, click ‘More actions expand_more’.
  5. Select ‘Mark as Deceased’ from the drop-down menu.
  6. In the confirmation window, optionally enter the Date of death.
  7. Review the notice that marking the customer as deceased will also archive the record and may stop scheduled communications or notifications.
  8. Click ‘Mark deceased’ to confirm.
After this is completed, the customer will be marked as deceased and archived.

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