Customers and their records

Everyone who books with you, what they have spent, and what you know about them.

Everyone who books with you gets a customer record: contact details, their appointments and what they have paid, what they have told you, private notes and any files you attach.

The customer list and search

Open Customers. Everyone with a record gets one row; click it, or the arrow at the end of it, to open them.

• 1Search name, email, phone — filters as you type across all three fields at once. No match reads “Nothing matches”.
• 2All, Coming back, Lapsed, No-shows — quick filters: people with an appointment booked; people who have booked before but not in the last 90 days, with nothing coming up; and people who have missed at least one. Tapping the Coming back or Have not shown up tile above does the same; Seen in the last 90 days is only a count.
• 3Add customer — opens a blank New customer record. Anyone booking online is added for you.
• 4Bookings — a count of every appointment for that person, including cancelled ones and no-shows, with a red count of no-shows beside it. Last seen and Next leave out cancellations and no-shows; Spent is what has been paid online. An erased customer keeps their history under a red Erased pill.

The list starts in Name A–Z order, which runs by first name, not surname; the sort dropdown also offers Recently seen, Most bookings, Most spent and Newest, and the status dropdown can show only Active, Inactive or Erased records. The whole list downloads at once, so with thousands of customers it is slow to open, and it shows 60 rows at a time with Show 60 more at the foot.

Inside a customer record

A record is one full page: the details and history on the left, the working cards down the right.

• 1Back to customers — returns to the list; anything typed and not saved is discarded. Book an appointment starts a booking with this person already chosen.
• 2First name — the save is only refused when both names are empty, so a surname-only record is fine.
• 3Status — Active or Inactive, a private marker.
• 4Appointments and spend — totals across their whole history, then their appointments underneath; click one to open it.
• 5Data request, Stop them booking, Erase their data — the three privacy tools: build everything held about them as one file, refuse new bookings without telling them why, or erase them when they ask to be forgotten.
• 6Notes — staff-only, newest first, never sent to the customer. Documents, Messages sent and the Activity log sit beneath.

Save customer returns you to the list rather than leaving the record open. On a new record, the history, Notes, Documents and the other working cards read “Save the customer first, then you can add these.” and the Activity log is hidden — so save, then reopen the person to add your note. Email is optional, unchecked for duplicates, and a malformed address is discarded rather than refused: "jane@" saves as an empty field.

Notes and documents

Notes are internal, never sent to the customer, and cannot be edited — only added and deleted, with no undo. Notes typed against a booking are a separate store and never reach the person's record, so keep allergies and standing instructions on the customer. Upload document attaches one file at a time — an image, PDF, Word or Excel file, text, CSV or ZIP; deleting one deletes the file itself.

Records that create themselves — and details that go stale

When someone books online, Booked matches them to an existing record by email address only — exact, ignoring capitals; where several share an address, the oldest wins. Empty fields are filled in from the new booking, but fields that already hold something are never overwritten, so a regular who books with a new mobile keeps the old number. The form asks for an email but not a phone, so these records can have no number.

Spend, repeat rate and lifetime value

For one person, the Appointments and spend card on their record gives Total spent, Visits (completed appointments), Appointments, No-shows with their rate, and Cancelled, then what is Coming up and their Previous appointments. Total spent counts money taken online, so cash you marked as paid by hand is not in it. For the business as a whole, use Insights.

• 1Date range — governs Bookings and Customers only; "returning" means people who had booked before the range started.
• 2Come back — the share of customers with two or more bookings of any status. All-time: it ignores the date range, so changing the range will not move it.
• 3Worth over time — also all-time, and booked value rather than cash: the price of live bookings divided by everyone who has ever booked. Live means not cancelled or declined.
• 4Most valuable customers — top six by revenue, all-time, named from the copy on each booking, so a blank name shows "—".

Duplicates, and tidying them up

Nothing prevents duplicates: no uniqueness rule on email, no warning, no merge tool. Book once as jane@home.com and once as jane@work.com and you get two permanent records, each with its own history, notes and documents. Tidying up is manual, in this order.

1. Pick the record to keepUsually the one with the address they actually use.
2. Reassign the bookingsOpen each appointment on the duplicate, choose the keeper in the Customer picker and save. This fires the "changed" notification.
3. Move notes and documents by handRetype and re-upload. Nothing transfers.
4. Delete the leftoverOnly once no booking points at it.

To avoid making a duplicate by hand, search the booking editor’s customer picker before you press New customer there — it always makes a new record, with no check on the email.

Stopping someone booking

Status will not do it. On their record, the Stop them booking card has Block from booking (it also sits in a booking’s Quick actions): choose Just this person, Everyone with this email domain or The connection they booked from, add a reason only you see, and press Block them. To see or undo blocks, or add one by hand, use Settings › Booking rules › Blocked from booking, where you can block an email address, a domain, an IP address or an IP range; leave Type on Auto-detect.

• It stops them booking online, joining a waiting list or buying a package. Staff can still book that person in from the admin, and existing appointments stand.
• Email and domain blocking are reliable. IP blocking uses the address your server sees, which behind a CDN or proxy may be the proxy — missing your target, or blocking everyone behind it.
• Adding an entry that already exists does nothing — no error, no duplicate, no confirmation — and Remove deletes a row instantly, also without confirmation.
• Blocked visitors get a vague message and are never told they are blocked, so expect a phone call. Attempts are logged under Settings › Activity log.

Permissions and getting data out

Who can open Customers, and whether they can change anything there, is set for each person under Team — see Team access. Blocking someone needs edit access to Customers. Notes and documents on a record follow the person’s access to Bookings.

When someone asks for their data, open their record and press Build their data file: everything is included unless you untick it — their details, every appointment, payments and refunds, how they found you, their answers, the notes staff wrote and the documents on file — and Booked makes one download. When someone asks to be forgotten, Erase their data on the same record walks you through it and gives you a receipt. For everyone at once, Settings › Import & export has Export customers. Move your data in from another system covers all three.

What they have told you

A card on every customer record holding every question they have answered, by the wording of the question at the time, with the date they told you. These are kept against the person, so they survive the appointment being finished, archived or deleted — and they are what date-timed follow-ups read.

The same card carries Stop everything: one button that halts every follow-up to this person straight away, and keeps them stopped until someone presses Allow again. Its confirmation speaks of every automated message, but booking emails and the reminders set under Messages still go. It is worth reading Stopping messages to one person before you need it.

What they agreed to

Where a service asks health questions, the customer record also shows the consent behind them — quoted exactly, with the date it was given. It sits directly above the answers it covers, so the two are never read apart.

Withdraw ends it. The record stays, marked as withdrawn: being able to show that you had permission, and when it ended, is the point of keeping it. Any follow-up timed from one of their answers stops at the same moment; ordinary confirmations and reminders carry on.

A customer with answers and no recorded consent is flagged in red. That happens when answers were collected before the questions were marked as health data.

Related: Customer accounts, Sell packages and prepaid credit.