Customer Profiles & Notes
Each customer's name, phone number, notes, and appointment history are on the "Customers" page.
In this guide
- Learn how customers are created and how to bulk-import them from a CSV
- View and edit a customer's profile, notes, and tags
- Use segments and filters on the customer list
Who can do this
Only the Owner and Admins can use the "Customers" page. Members can open a customer only from appointments they've handled. They see the Overview and Bookings tabs, and Bookings includes only their own appointments. Members can't edit customers (see Roles & Permissions).
How customers are created
A customer is created automatically when they book online. If they're already in your list, Dolyu keeps their existing details. You can also add customers manually or bulk-import them from a CSV.
Bulk-import a customer list
Open Customers and select Import
In the sidebar, click Customers. At the top right, click More, then select Import.
Prepare a CSV with the required and optional fields
The required fields are Name and Phone. Optional fields are Email, Gender, Birthday (year/month/day), and Notes. For Gender, enter 男 or 女 (male, female), or male, female, m, or f. Any other value is left blank.
When the import finishes, you'll get a notification showing how many rows succeeded and how many failed. You can download the failed rows from the notification. The link is valid for 7 days.
Customers are matched by phone number
Dolyu uses the phone number to check whether a customer already exists. If the phone number matches a customer in your customer list, Dolyu updates that customer. Archived customers aren't matched, so unarchive a customer first if you want the import to update them. 0912-345-678, 0912345678, and +886912345678 are treated as the same number. Numbers without a country code are treated as Taiwan numbers, so add the country code to numbers from other countries (for example, +81). If a customer has signed in with Google or LINE and linked that account, the import doesn't change their email.
View and edit a customer
Click a row in the customer list
By default, the list shows the customer (name and phone number), Next appointment, Last visit, Visits, and Amount billed. If your business has points records, the list also shows Points. If you've created tags, it also shows Tags:
- Visits counts only completed appointments. Appointments counts every appointment, including cancellations and no-shows, and is hidden by default. Email, Gender, Birthday, and some other columns are hidden by default too. Turn them on or off from Column manager at the top right of the table.
- Click the Next appointment, Last visit, Visits, or Amount billed column header to sort.
- The Birthdays segment adds a Birthday column, and the New segment adds a Joined column.
Click a row to open the customer details.
Review the customer details
The customer details show the avatar and name at the top, with New appointment 3 and "⋯" 2 on the right. Below are four tabs: Overview 1, Bookings, Points, and Documents.
- Overview:
- Tags appear at the top. Blocked customers are also marked as blocked, with the reason.
- Contact & notes: shows the phone number, your business's LINE (only when LINE notifications are on), email, birthday, gender, and notes, in that order. Click the phone number to call it. You can copy the phone number and email. The labels next to LINE and email show the notification status. Linked and Confirmed are green. Click Blocked, Not linked, or Not confirmed to see what to do next. Edit 4 at the top right opens Edit details, where you also edit the notes.
- Next appointment: the nearest appointment that hasn't started yet. Click it to open that appointment.
- Summary: Points balance, Last visit, Avg. return, and the number of completed appointments. When there are no-shows or cancellations, their counts are listed too. When a customer has been away longer than usual, Last visit shows Longer than usual since last visit in orange.
- Bookings: filter by status. The latest 5 appointments are listed, with upcoming ones first. Each shows its latest service note. When there are more than 5, click "View all N appointments" to open the full list.
- Points: points balance, adding and deducting points, and the latest 5 entries (see Customer Points).
- Documents: consent documents this customer has signed, with the signing method, last signed date, and number of signings. Expand a document to see each signing. Click a signing to open that appointment.
Edit details
Click "⋯" 2 and select Edit details, or click Edit 4 at the top right of Contact & notes. You can edit the customer's avatar, name, phone number, email, birthday, gender, tags, and notes. The "⋯" menu also has Block customer (see Tags & Blocklist).
Create an appointment for this customer
Click New appointment 3. The new appointment starts with this customer filled in. Blocked and archived customers don't have this button.
Rebook the last service
On the Bookings tab, click the previous appointment. In the appointment details, click Rebook to create a new appointment with the same customer, service, and staff member. The default time is one week after that appointment. If that time has already passed, it moves to the same weekday and time in a later week. Select a time slot and click Create appointment.
Who can see notes
Notes are a single field that can hold formatted text and images. Anyone who can view the customer can see all of the notes. The customer can't see them. If you need to know when or by whom something was recorded, add the date and name in the note. Each appointment also has its own service notes, which you add in the appointment details.
Archive and unarchive customers
In the "Customers" list, select "Archive" from the three-dot menu. Or open a customer from the list and select Archive from the "⋯" menu in the customer details. Use archiving to move customers out of the list when they were created by mistake, are test records, came from an import error, or haven't been in touch for a long time. Archiving doesn't delete any data.
Archiving, blocking, and deleting are three different things
- Archive: only moves the customer out of the list. Appointment history and points are all kept, and the customer isn't affected.
- Block: stops the customer from booking online, but they can still sign in and view their history (see Tags & Blocklist).
- Delete personal data: there's no delete button in the dashboard. When a customer asks you to delete their personal data, have the Owner email support@dolyu.com from the email address they signed up with.
After you archive a customer, they appear only in the Archived segment. The customer can still sign in, view their history, and book as usual. The next time they sign in, they automatically return to the list. If you don't want them to book again, block them instead.
When you archive a customer, a message appears. Click "Undo" within 8 seconds to reverse it. To restore the customer later, open the Archived segment and select "Unarchive" from the three-dot menu.
Segments and filters
The segment bar 1 is at the top of the "Customers" list: default segments first, followed by your custom segments. Search 2 and filter 3 are on the right. Click a segment to load its conditions into the filters. The conditions appear as chips above the table:
| Default segment | Filters applied |
|---|---|
| All | No filters; lists every customer who isn't archived |
| New | Joined within: last 30 days |
| Active | Last visit: completed appointment in the last 90 days |
| Lapsed | Last visit: no completed appointment in more than 180 days; Blocked: excluded. Customers who've never completed an appointment are counted from when they joined |
| Birthdays | Birthday month: this month |
| Blocked | Blocked: Blocked only (see Tags & Blocklist) |
| Archived | Archive status: Archived only (see "Archive and unarchive customers" above) |
Adjust the conditions
You can edit the loaded conditions directly. Open the filters 3 and make your changes. For example, change "Lapsed" from 180 days to 60 days, or add a tag condition. Then click Apply filters.
Available filters (you can combine several): Last visit (visited in the last N days, or no visit in more than N days), Joined within, Tags (multi-select), Gender (multi-select), Birthday month (multi-select), Visit count range, Appointment count range, Points balance range, Amount billed range (total amount of completed appointments), Blocked (Blocked only or excluded), and Archive status (Not archived, Include archived, or Archived only).
Save as a custom segment
After you change the conditions, these buttons appear at the right end of the "Active filters" row 1 above the table:
- Save as new segment 2: enter a name to save the current conditions as a segment. Then click it in the segment bar to apply it.
- Discard changes: restore the segment's original conditions.
- If you're adjusting a custom segment, an "Update" button also appears. It replaces the segment's original conditions with the current ones.
Manage segments
After you've created a custom segment, an icon 1 appears at the right end of the segment bar. Click it to open Manage segments:
- Click Reorder 2, then drag the handle on the left to change the order. The order is saved when you release it. Click Back to list to finish reordering.
- Click the pencil 3 to rename a segment.
- Click the trash can 4 and confirm to delete a segment. Customer data isn't affected.
Custom segments are shared across your business, and the Owner and Admins can all edit them. Each business can have up to 20 custom segments, and names must be unique. Segments save only filter conditions, not the text in the search box.
Common questions
Is a customer's data shared across different businesses?
No. Each business's customer data is kept separately. The same phone number is a different customer in each business, and notes, tags, and points aren't shared.
Why did a customer I archived show up in the list again the next day?
They signed in again. Customers are automatically unarchived when they sign in. If you don't want them to book again, block them instead.
Troubleshooting
| Issue | Cause and fix |
|---|---|
| Can't see "Customers" in the sidebar | Members don't have the "Customers" page. Ask the Owner or an Admin for help |
| Can't edit the Email field | The customer has signed in with Google or LINE and linked that account. The email follows that sign-in account and can't be edited manually |
| Some CSV rows failed to import | Those rows don't meet the rules. For example, the name or phone number is missing, the phone number or email format is invalid, or the birthday isn't a valid date. Fix them and re-import only those rows. Customers already imported are matched by phone number and updated |