The customer record

The customer record is the screen you open when a customer phones. Everything you need at that moment is on it: when they are next in, what happened last time, what you agreed, and whether their details are still right.

Open it by clicking a row in Customers.

"When am I next in?"

The block at the top right answers that. It has three tabs, each with a counter so you can see at a glance whether anything is running.

1. Appointments — the whole history, newest first. The next appointment is therefore always at the top of the list.
2. Subscriptions — running series, such as a yearly maintenance visit.
3. Invitations — invitations that let the customer pick a time themselves, and that are still open.

Click a row to open that appointment. The New button at the top right schedules something for this customer straight away — and it follows the open tab: on Appointments it creates an appointment, on Subscriptions a subscription, on Invitations an invitation.

"What did we agree again?"

The notes dossier sits at the bottom of the record. It holds two kinds of note, and the difference is worth knowing.

General information always stays at the top and belongs to the customer rather than to a particular day. This is the place for what every colleague should know before going out: where the key is, that there is a dog, that there is no lift.

Below it are dated notes, newest first — a log. A note made during a completed appointment appears here automatically with the name of that appointment above it, so you can see which visit something was spotted on.

You type straight into a note; Add note starts a new one. The paperclip icon attaches a photo. Photos are kept as attachments rather than pasted into the text.

"Are my details still correct?"

The customer's details are on the left. The record opens read-only; click Edit at the top right to change something, then Save.

A few fields deserve a note.

Language

Sets the language of every email

The language this customer receives confirmations and reminders in, and the language the booking page appears in for them.

Why

This is separate from the language you use Schedulinq in. Set it wrong and everything still works — the customer simply gets all of it in a language they may not read.

Private or business

Changes the fields

For a business customer the company name replaces the first and last name, and fields appear for the VAT number, chamber of commerce number and a contact person.

Why

Those details end up on the invoice. A business customer without a VAT number on their record means an invoice missing a required detail later.

Below the standard fields are the custom fields your company has set up — above, for example, Customer number and Property type. You decide which ones exist under Online booking → Custom fields.

If the customer has opted out of WhatsApp by replying STOP, that is shown at the bottom of the record. You cannot undo it for them: they opted out, and only they can opt back in.

Deactivating or deleting a customer

Both live behind the Actions button at the top right, and they do very different things.

Deactivate

Reversible

The customer can no longer book online. Everything else stays: existing appointments, subscriptions, notes and history. They remain in your customer list, marked Inactive. The same menu makes them active again.

Why

This is what you want for a customer who is not coming for a while, or one you would rather schedule yourself. You lose nothing and you can undo it tomorrow.

Delete

Cannot be undone in the app

Deleting does more than take the customer out of the list.

Why

Use it only when the customer genuinely has to leave your records — at their own request, for instance. To pause someone temporarily, use Deactivate.

Schedulinq tells you what is about to happen first, including how many appointments are affected:

Completed appointments and invoices stay — they belong to your records and do not disappear with the customer. The customer themselves cannot be restored from within the app afterwards.

Frequently asked questions

An appointment I know exists is not in the list. The record shows only confirmed and completed appointments. If it was cancelled or is still pending, look for it in the appointments overview.

I cannot see the Subscriptions tab. The tabs follow your permissions. If you see only one or two, your role has no access to the rest. An administrator can change that under Team → Roles.

Can the customer read my notes? No. Notes are internal and never leave Schedulinq.

I clicked Delete by accident. The confirmation always comes first — if you dismissed it with Cancel, nothing happened. If you confirmed, contact support: you cannot undo it from the app itself.