Customer Profiles & Notes
How customers are created
Customer records can be created three ways:
- Automatically, when a customer books an appointment themselves (matched or created automatically during the booking flow's identity verification).
- Manually, by the merchant.
- Bulk CSV import.
Bulk CSV import
Use the import feature on the Customers list. Required fields are Name and Phone; optional fields include Email, Gender, Birthday (year/month/day), and Notes.
Phone number determines whether it's the same customer
On import, the system matches existing customers by phone number — importing the same phone number again updates the existing customer instead of creating a duplicate. If that customer already signed in via a linked Google or LINE account, the imported Email field is skipped and won't overwrite the existing social sign-in email, to avoid mismatched login identities.
The Gender field accepts 男, 女, male, female, m, f (case-insensitive). Unrecognized values are stored as unset — they don't cause the whole import to fail.
Fields you can manage
Click a record on the Customers list to view or edit:
- Avatar, name, phone, email (if the customer signed in via a linked social account, email is locked and can't be edited)
- Birthday, gender
- Tags (see "Tags & Blocklist")
- Notes: a single rich-text field that can include image attachments
INFO
The Customers page is accessible only to the Admin/Owner role. Member accounts see no "Customers" item in the navigation menu at all, and can't view or edit any customer data (see Roles & Permissions).
Archiving and unarchiving customers
The three-dot menu on the Customers list offers an "Archive" action (Admin/Owner only). Archiving is a list-tidying tool: it moves mistakenly created, test, misimported, or long-inactive customers out of the list so the everyday view stays clean. It's not a restriction, and it doesn't delete any data.
Archiving, blocking, and deleting are three different things
- Archive: only removes the customer from the list — appointment history and points are fully kept, and the customer themselves is completely unaffected.
- Block: prevents the customer from booking online, but they can still log in and view their history (see Tags & Blocklist).
- Permanent deletion: not currently a feature; customer data doesn't disappear because it was archived.
Behavior after archiving:
- The customer no longer appears in the other tabs on the Customers list — only in the "Archived" tab.
- The customer logs in, views their appointment history and points balance, and books online as usual, with no visible difference on their end.
- The customer automatically returns to the list the next time they log in (auto-unarchive). This is deliberate: archiving targets customers who are "no longer active" — once that person shows up again, the relationship is still live and they belong back on the list. If what you actually want is "stop this person from booking again," use the blocklist instead.
After a successful archive, a toast appears in the bottom-right corner with an "Undo" option for 8 seconds. If you miss it, switch the Customers list to the "Archived" tab and use "Unarchive" from the three-dot menu — the effect is the same as the automatic return when the customer logs in themselves.
Customer detail panel
Opening a customer record shows three tabs:
- Overview: next appointment, spending stats, visit frequency, points balance, no-show/cancellation counts.
- Appointments: the customer's full appointment history.
- Points: see "Customer Points."
Current limits of the Notes feature
Notes are currently a single field storing plain text plus inline images — there are no multiple notes, no categories, no author or timestamp, and no per-role visibility control: anyone with permission to view the customer can see the entire note content. If you need to distinguish entries left at different times or by different staff, the only option today is to manually add the date and name inside the note text itself.
List tabs and filters
The Customers list has 7 tabs at the top, each applying different filtering logic:
- All: every non-archived customer.
- New: customers created within the last month.
- Active: customers with a completed appointment in the last 3 months.
- Birthdays: customers whose birthday falls in the current month.
- Lapsed: customers created more than 6 months ago with no appointment in the last 6 months.
- Blocked: customers currently on the blocklist (see "Tags & Blocklist").
- Archived: see "Archiving and unarchiving customers" above; this tab is shown separately and isn't counted in the badge counts next to the other tabs.
Besides switching tabs and searching by name/phone, you can layer on the following filters (multiple filters can be combined):
- Tags (multi-select)
- Gender (multi-select)
- Birthday month (multi-select)
- Appointment count range (min/max)
- Points balance range (min/max)
- Total spend range (min/max, based on revenue from completed appointments)
- Lapsed (needs re-engagement): existing customers who haven't returned in a while (a toggle filter), useful for planning win-back offers or outreach for this group; this filter doesn't trigger any automatic notification — outreach is up to you.
Common Questions
Can a Member add notes for a customer? No. The Customers page is only accessible to the Admin/Owner role — Members can't get into it at all, not just prevented from editing notes.
Is the same customer's data shared across different merchants (multiple Dolyu accounts)? No. Customer data exists independently per merchant — even the same phone number is a separate, independent customer record under a different merchant, with notes, tags, and points not shared between them.
Can the customer themselves see the notes a merchant wrote? No. Notes are shown only in the dashboard — the customer can't see any note content on their own booking page or account.
During CSV import, will inconsistent phone formats (e.g. with or without country code) be treated as different customers? Yes. Matching uses an exact string comparison with no phone-number normalization. Standardize your phone number format before importing to avoid creating two duplicate records for the same person.
After archiving a customer, is their data still there? Is it the same as deleting? All data remains. Archiving doesn't delete anything — it only removes the customer from the customer list, and the customer's own login and booking are completely unaffected. There is currently no "permanently delete customer data" feature.
I archived a customer, why did they show up in the list again the next day? Because that customer logged in again. Archiving only targets "no longer active" customers — the moment they log in, they automatically return to the list. If your goal is to stop this customer from booking again, use the blocklist instead — blocking isn't lifted by the customer logging in.
Troubleshooting
Can't see the "Customers" menu item: the logged-in account is a Member — this page is Admin/Owner only, and you'll need an Admin or Owner to help.
Can't edit the Email field: this customer signed in and linked their account via Google or LINE. Email is supplied by the linked social account and is locked from manual editing to avoid it drifting out of sync with their login identity.