Your client records
Contacts is home base: filters, bulk actions and the full profile, plus how Reports and Compliance relate to it.
Your client records
Everyone who has ever booked with you has one record, and it lives in Contacts.
The one big idea: Contacts is home base. Reports counts your clients, and Compliance tracks their forms, but both point you back here for the actual work.
Contacts is home base
Open Contacts from the sidebar, or go to /dashboard/contacts. Admins and team members both have it. An old /dashboard/guests bookmark still works and simply brings you here.
Along the top you have:
- Search, for a name, email or phone number.
- Filters, Sort and a / page control for how many rows you see at a time.
- New client, to add somebody by hand.
- Export, which downloads exactly the list you are looking at as a CSV.
Narrowing the list
Click Filters. The panel opens in two parts, and Done closes it.
Who to include comes first, because it decides whether walk-ins appear at all:
- Saved contact details: 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: people with no saved contact details, handy for reviewing anonymous visits.
Smart lists then add an optional rule on top: Everyone, New this period, Has an upcoming visit, By last visit, Marketing consent, Last booking staff member, Last booked service or Filter by tag. Some of them open extra boxes underneath for Dates, a Tag, or Subscribed and Not subscribed.
Sort offers Last visit (newest), Last visit (oldest), Name (A to Z), Name (Z to A), Most visits and Recently added.
Doing something to several people at once
Tick the boxes on the rows you want, or the box at the top of the list to take everyone on this page. A bar appears with the number selected and three actions:
- Add tag… puts the same tag on all of them.
- Message opens one email or text to the lot.
- Clear selection starts again.
Warning: a bulk message goes to real people. Check Who to include and your Marketing consent filter first, so you are only writing to those who agreed to hear from you.
ResNeo backs you up here rather than taking your word for it. A marketing send skips anybody without permission, and the result says why each one was skipped: they opted out, or no consent was recorded. Permission means consent is on file and no opt-out stands, so an old consent never outlives an unsubscribe. The Subscribed filter counts people the same way.
Ticking several people in the Contacts list and clicking Message follows the same rule. Messaging one person from their own record, or from a booking, always sends: those are about a booking they have made, not marketing.
What is inside one record
Click a row to open the full profile.
At the top you get their name, how many visits they have had, any no-shows, and Customer info, where a note you write here follows them from booking to booking.
A row of buttons sits underneath: New booking, and for admins Merge… and Erase data.
Below that, sections you can open one at a time:
- Preferences: Marketing preferences (whether they have agreed to hear from you) and Household, for linking family members who book together.
- Records: documents and photos kept against the person, not against a single booking.
- Compliance: their patch tests, consent forms and intake questionnaires. This only appears once compliance is switched on for your venue.
- Messages & privacy: Send a message with a channel picker, the Message log of everything already sent, and Privacy & data.
Their booking history has its own section too, so you can open any past or future booking without leaving the record.
Duplicates, and erasing someone
Both are admin only.
- Merge… opens Merge duplicate clients, for when the same person booked twice under two spellings or two phone numbers.
- Erase data opens Erase personal data?, which anonymises the record. Use it when somebody asks to be forgotten.
Under Messages & privacy, Privacy & data holds a GDPR (admin) box with Download data export (JSON): everything ResNeo holds about that one person, in a file you can send them.
How Reports relates to this
Settings → Reports has a second tab, your client directory, named after whatever you call your clients.
It is a summary, not a replacement. It gives you four counts for the date range you picked: how many clients you know all-time, how many are new this period, how many came back, and how many visits had nobody attached. There is an Export CSV for the whole list, and Export history (CSV) on an individual client.
The page says so itself: for filters, a CSV of the view you are looking at, and message history, Open Contacts.
How Compliance relates to this
If you use patch tests, consent forms or intake questionnaires, the answers are stored against the client's record and show in their Compliance section.
The Compliance page in the sidebar is the operational view of the same information: today's check-ins, what is missing for upcoming bookings, what is expiring soon and what you are waiting on. See Compliance: patch tests, consent and intake forms.
What ResNeo calls your clients
The words on screen (client, guest, member) come from the business type you picked when you signed up, and they follow through headings, buttons and CSV columns. There is no setting to change them here.
Looking after the data
Notes, tags and documents can hold sensitive things. Only people you have given a login can read them, and you decide who those people are on Settings → Staff.
Two habits worth keeping:
- Write notes you would be comfortable for the client to read. They have a right to ask for everything you hold.
- Treat marketing consent as the rule, not a suggestion. The Marketing consent filter exists so you can honour it in one click.
Common problems & fixes
| Problem | Likely cause | Fix |
|---|---|---|
| Someone is missing from the list | Who to include is set to Saved contact details and they are a walk-in with no details | Switch to All identified guests or Walk-ins only |
| A smart list shows nothing | By last visit needs at least one date | Set a starting date, an ending date, or both |
| The same person appears twice | Two records were created from two different spellings or numbers | Open one and use Merge…. Admins only |
| I cannot see Merge… or Erase data | Both are admin only | Ask an admin |
| My export has the wrong people in it | Export downloads the list you are currently looking at | Set your filters first, check the row count, then export |
| The Compliance section is not there | Compliance is switched off for your venue | Turn it on under Settings → Compliance, in General settings |
| A client says they never agreed to marketing | Their record says otherwise, or consent was recorded elsewhere | Open Preferences, then Marketing preferences, and update it |