Your contacts (CRM)

Your contacts (CRM)

Contacts is your client book: who they are, what they have booked, what you have sent them, and what you know about them. Open it from Contacts in the sidebar. Everyone on your team can use it, and the list keeps itself up to date as bookings come in.

Before you start

• Contacts are created for you when someone books. You rarely need to add one by hand.
• Three actions are admin only: Merge…, Erase data, and Download data export (JSON).
• The screen uses your venue's word for clients, so your buttons may say New client, New guest or New member. This article says "client".

Reading a contact row

Each row shows the name, then the phone and email where you have them. Underneath sit small pills: how many visits they have made (with a red NS count inside the same pill when they have missed appointments), when they last came in, a blue pill for their next booking, and up to three tags. If they have more than three tags, a small counter shows how many are hidden. Walk-ins with no details show as Anonymous.

Find someone

1. Click the magnifying glass in the toolbar and type into Name, phone, or email. Two characters are enough to start, and accents do not matter: "siobhan" finds Siobhán. Clear search puts everyone back.
2. Click Filters to choose who appears. There are two settings, described below.
3. Click the sort button (it shows the sort you are on) to change the order: Last visit (newest), Last visit (oldest), Name (A to Z), Name (Z to A), Most visits, or Recently added. On both Last visit sorts, people who have not been in yet come after everyone who has, in name order.
4. Click 25 / page to show 25, 50, 100 or 250 contacts at a time. ResNeo remembers your choice on this device.

The chips above the list tell you what is on: the size of your directory, the page you are on, and any Filter, Show or Search you have applied.

Who to include

This is the first section in Filters, and it decides who can appear at all.

• Saved contact details (the default): people with a name plus an email or phone you can reach.
• All identified guests: everyone ResNeo can recognise. Anonymous walk-ins stay hidden.
• Walk-ins only: guests with no saved contact details, useful for reviewing anonymous visits.

Smart lists

Underneath, Smart lists narrows things further. Leave it on Everyone if the setting above is all you need.

• New this period: added within your dates. Leave the dates blank for this month so far.
• Has an upcoming visit: has a future booking in the date range. Leave the dates blank to look a year ahead.
• By last visit: their last visit falls in the range you set. Set at least one date.
• Marketing consent: choose Subscribed or Not subscribed, and optionally when the consent was saved.
• Last booking staff member: their latest booking was with the Team member you pick.
• Last booked service: their latest booking included the Service name you pick.
• Filter by tag: type a tag or choose one of your venue's existing tags. Capital letters do not matter.

Whichever you choose, the matching box appears below it: Tag, Dates (Starting and Ending), Marketing consent, Staff member or Service. Clear filters at the bottom of the panel resets everything, and Done closes it.

Tip: the Filters button reads Filters (active) whenever something is narrowing the list.

Open a contact

Click a row to open the full profile underneath it. The top card and the row of actions are always visible; the sections below them are folded, each showing a one-line summary until you click its heading.

1. At the top sits the name with a visits pill (it says New for someone who has not been in yet), a no-show pill where there are no-shows, and a count of bookings on file. Call and Email buttons appear where you have the details.
2. Below are First name, Surname, Email, Phone, Last visit and Next visit, plus Address where one is saved. Click Edit to change them, then Save changes. If something needs fixing, the reason shows under that box. An email address can only belong to one contact, so if another record already has it, ResNeo tells you whose it is. To combine the two records, an admin can use Merge….
3. Tags and Customer info sit at the bottom of that card. Tags save the moment you add or remove one. Customer info is a private staff note, good for allergies, accessibility needs or payment preferences.
4. Open Guest bookings for their history, split into Upcoming and Previous. Each row carries a pill saying how the booking was made, Online, Phone or Walk-in, and most have a Rebook button that starts a new booking with the same details.
5. Open Preferences for Marketing preferences (the tick boxes Opted out of marketing and Marketing consent given, saved with Save marketing preferences) and Household. The two boxes cancel each other out: ticking one clears the other. Underneath, a line says either "Receives marketing messages." or "Does not receive marketing messages.", and Last consent recorded shows the date where you have one.
6. Open Documents and photos for their files.
7. Open Compliance to see their patch tests, consents and intake forms. This section only appears when compliance records are switched on for your venue.
8. Open Messages & privacy to message them, read what you have sent, and download their data. It opens by itself when there are already messages on file.

New booking sits in the row of actions under that card and books them in with their details filled in.

Good to know: confirmations, reminders and other booking messages still go out to someone who has opted out of marketing. The marketing settings govern marketing sends.

Add a contact by hand

Click New client at the top right, fill in First name, Last name, Email and Phone, then click Add client. A name on its own is enough, though a contact with no email or phone only appears under All identified guests, not the default view. If the email or phone already belongs to someone, ResNeo opens their existing record instead of creating a second one.

Documents and photos

Open Documents and photos on a contact to keep files against the person rather than one booking, so the same files show on their bookings too.

1. Click Add documents or photos and pick one or several files.
2. Photos, PDFs, Word and Excel files are accepted, up to 10 MB each. Photos are resized as they upload, so a photo straight off a phone is fine.
3. Click a thumbnail to view it. Photos and PDFs open in a viewer without downloading; anything else downloads.
4. Download saves a copy. Remove deletes the file after a confirmation, and cannot be undone.

Household and linked contacts

Household inside Preferences shows any household this person belongs to and who else is in it, with the main contact marked as primary. Most venues never need this.

1. To link someone, type their name, phone or email under Link another client, then click Link next to the right person.
2. To take someone out, click Unlink next to their name and confirm. Their bookings and details stay as they are.

A household left with only one person in it is removed.

Message a client

1. Open Messages & privacy.
2. Choose Send via: Email & SMS (if available), Email only, or SMS only.
3. Write the message and click Send.

Everything sent to them is listed in Message log underneath, newest first: your own messages, plus their booking confirmations, reminders and other booking messages. Each shows the channel, whether it went out, and when. If the person has nothing on file for the channel you picked, ResNeo tells you rather than sending.

Work with several contacts at once

1. Tick the box on each row you want, or use Select all on page to tick everyone shown.
2. A bar appears saying how many are selected, with Add tag…, Message and Clear selection.
3. Add tag… applies one tag to all of them. Type a new tag or click one of your Existing tags.
4. Message sends the same message to each of them. Pick a Channel, write the Message, then click Send. Anyone without an email or phone for that channel is skipped.

Important: a bulk message from Contacts counts as marketing. Ticking several contacts and clicking Message only sends to the people who have given marketing permission, which means Marketing consent given is ticked and Opted out of marketing is not (both under Preferences). The dialog itself says so before you send, though it does not give you a count in advance. The rest are skipped, and the confirmation afterwards says how many, for example "Message sent to 12 clients, 3 skipped (no marketing permission)". If none of them has given permission, nothing is sent at all and ResNeo says "No messages sent: none of the selected clients has given marketing permission." Clients you import arrive with marketing permission unless your file said they opted out, see importing your data. Clients your team books in, by phone, as a walk-in or with the booking form in the dashboard or the app, get marketing permission too, unless they had already made a marketing choice. Clients who book online choose for themselves with the box on your booking page. Every email sent this way ends with an unsubscribe link, and most mail apps also show their own Unsubscribe button. Anyone who unsubscribes is marked Opted out of marketing and skipped from then on.

If you want to see the count first, open Filters, set Smart lists to Marketing consent and choose Subscribed. The chips above the list then tell you how many people you are about to write to, and every one of them will receive it.

Messaging one person from their own record always sends, and so does messaging from a booking or from the bookings list. Those are about a booking they have made, not marketing.

Changing a filter, a page or the search clears your selection, so finish a bulk action before moving on.

Merge two records

If the same person appears twice, open one, click Merge…, and work through the four steps. This is admin only.

1. Search by name, email or phone for the other profile, and pick it.
2. Read what the merge does, then continue.
3. Choose which value to keep for First name, Surname, Email, Mobile / phone and the guest profile note. For Tags, Combine both keeps everything from both records.
4. Click Review, check the summary, then click Merge now.

Bookings, messages, documents and household links move onto the record you kept, and the other record is deleted. Names already printed on past confirmations are not rewritten.

Nothing changes until you click Merge now, and the merge either goes through whole or not at all. If ResNeo cannot merge the two records, it tells you why and leaves both exactly as they were.

Warning: merging cannot be undone.

If your client has a ResNeo account

Booking with an email address gives your client a free ResNeo account for that address, so someone who booked with two emails can have two accounts without knowing it.

• If they have signed in to one of them, or to neither, the merge goes ahead. The merged record stays linked to the account they use, so their bookings with you stay in view for them.
• In step 3, keep the Email they sign in with. Their account is found by email address, so that is where their booking emails should go.
• If they have signed in to both accounts, ResNeo will not merge the records, because one account would lose sight of its bookings. Ask your client which email they use and keep that record. If you still need the two joined, contact support.

Two venues, two records. Merge only ever searches your own client book. If your venue is in a venue collective, a client who books at two of the venues has a separate record at each, with its own visits, notes and tags, and the two cannot be merged, because each belongs to the venue that took the booking. What you can see of another venue's clients comes from your account link with them, not from the collective.

Erase someone's personal data

If someone asks you to delete their details, open their record and click Erase data, then confirm in Erase personal data?. This is admin only and cannot be undone.

• Their bookings stay on record (what was booked, when, the status and what was paid) so your diary and reports still add up. They no longer show a name or contact details.
• Their name, email, phone and address are removed from their record and from every booking, along with the notes and requests on those bookings.
• Tags, custom fields and Customer info are cleared, and marketing is switched off for the record.
• Documents and photos are deleted for good. So are their forms and consent records, the log of messages sent to them, loyalty points, household links and marketing consent history.
• If they have a ResNeo login, it stays theirs, but your bookings no longer appear in it. To close the login itself, they use Delete account on their own profile.

Two things to check first:

1. Upcoming bookings are not cancelled. They stay in the diary without a name or contact details, so cancel any that should not go ahead before you erase.
2. Memberships, class credits, courses and repeat class bookings. If the person still has one of these running with you, ResNeo tells you which, erases nothing, and asks you to cancel or refund it first.

If ResNeo says some of the data could not be erased, the record has not been cleared. Click Erase data again. It is safe to repeat, and it finishes whatever was left.

Before you erase, you can save a copy for your records: open Messages & privacy and click Download data export (JSON) under Privacy & data.

Export your list

Click Export for a CSV you can open in Excel or Numbers. It includes names, email, phone, tags, visits, no-shows, last visit, total bookings, upcoming and cancelled counts, deposits paid and marketing consent. Whatever search, filters and sort you have on are applied to the file, not just the page you are looking at.

Common problems & fixes

Problem	Likely cause	Fix
I cannot find a client	A filter or smart list is narrowing the view	Open Filters, click Clear filters, then search again
The list says Choose a tag or Choose visit dates	That smart list needs one more detail before it can run	Open Filters and fill in the box under Smart lists
A section looks empty	The sections are folded until you open them	Click the section heading, such as Documents and photos or Preferences
The same person is in twice	They booked with two different emails or phone numbers	Open one and use Merge…
Merge now says the two records belong to two different ResNeo accounts	Your client has signed in with both email addresses	Ask which email they use and keep that record. If you still need the two joined, contact support
The same person is in twice, but at two venues in our collective	Each venue keeps its own client book, including for one visit with services at two venues	Nothing to fix. The records cannot be merged, because each belongs to the venue that took the booking
My export is missing people	Exports follow your current search and filters	Clear the filters, then export again
I cannot see Merge…, Erase data or the data export	All three are admin only	Ask an admin
Erase data says the person still has something with you	They have a membership, class credits, a course or a repeat class booking that is still running	Cancel or refund it, then click Erase data again. Nothing is erased until you do
A client shows as Anonymous	They were a walk-in with no details saved	Set Who to include to Walk-ins only, open their row and use Edit to add their details
A file will not upload	It is over 10 MB, or a type ResNeo does not store	Compress the PDF or scan, or save it as a photo, PDF, Word or Excel file
My message did not send	There is no email or phone on file for the channel you chose	Use Edit to add the missing detail, or pick a different Send via option

Next steps

• Taking a booking
• Compliance: patch tests, consent and intake forms
• Guest communications (email and SMS)
• Importing your data