Managing your customer list

1. What this list is

Every person who books through your booking page lands in this list automatically. If your business runs appointments, such as a salon or a clinic, Gaplessly calls them clients. If it runs a restaurant or venue with tables, it calls them guests. Either way, it's the same list and the same page underneath.

Your team can also add someone by hand, for example a regular who books over the phone rather than online.

2. What a customer record holds

Each row in the list, and the page you reach by clicking it, is built from the same record. It holds:

• Name, email and phone
• A private note your team can add, for things like allergies or a seating preference. It's never shown to the customer and never sent to them.
• Tags: short private labels your team types on, such as "vip" or "gluten free", used to filter the list later. Up to 10 per customer, up to 24 characters each.
• How many times they've visited, and how many of those were no-shows. A no-show still counts as a visit; it just also gets flagged as one.
• The date of their last visit
• Total lifetime spend from completed appointments, for appointment-based businesses only. A restaurant or venue booking has no price attached, so this doesn't apply to guests.
• Their email marketing status: Subscribed, Unsubscribed (with the date it happened), or Never opted in. It isn't shown as its own column in the list, but it's on every customer's own page and it's what the "Can email" chip filters by.

When you add someone by hand, name and phone are required and email is optional. If the email you type already belongs to an existing customer, Gaplessly updates that person's existing record instead of creating a duplicate.

Depending on your team visibility settings, Team member and Manager logins may see a limited version of a customer's contact details here. Admins and Front desk logins always see the full record.

3. Searching, sorting and tags

The search box above the list matches name, email or phone.

Click a column heading to sort by it: name (A to Z or Z to A), number of visits, last visit, or spend (appointment-based businesses only). By default the list sorts by most recent visit first, since that's usually the question you opened this page to answer.

The name column also carries a tag filter. Pick a tag from it to see only customers with that tag, or click any tag chip shown under a customer's name in the list to filter to it directly.

4. Segments, and using them to target a group

Above the table, a row of chips groups your customers into segments, worked out live from each customer's own visit history rather than something anyone sets by hand. An appointment-based business sees four segments. A restaurant or venue sees three, since Top spenders needs a price on the booking and a reservation doesn't carry one:

Each chip shows a live count and narrows the whole list to that group when clicked. Click it again to clear it. Lapsed is usually the one worth checking regularly, since it's the fastest way to see who you haven't seen in a while.

A separate "Can email" chip narrows the list to customers you're allowed to send marketing messages to: anyone who's subscribed, plus, once you've set up marketing consent tracking, older customers who joined before that point and haven't unsubscribed. It works alongside a segment rather than replacing it, so you can combine Lapsed and Can email, for example, to find exactly the people worth a re-engagement message.

This page itself doesn't send anything. Marketing, then Campaigns lets you send a one-off email to an audience built from one of these same segments, or from a tag. The separate Export link in this page's header takes you to Data Control in Settings, where an admin can download your whole customer list, not just the group you've filtered to here, to use elsewhere. The full list and your past bookings need an active paid plan; your upcoming bookings, with each customer's contact details, export on every plan.

5. A customer's own page

Click any row to open that customer's own page. Near the top, a strip of tiles gives a quick summary: Since (when their record was created), Visits, No-shows (shown in a warning colour if they've had any), Spend or Last in depending on your business type, and their email marketing status.

Below that, Upcoming and Past tabs list their actual bookings, each with its own status. For an appointment-based business this includes the service, the team member, and the price. For a restaurant or venue it shows the party size, the table, and the occasion instead.

Clicking anywhere on that top strip, the avatar, contact details or the summary tiles, opens an edit panel for the name, phone, tags and private note. Email isn't editable there. It's the client's identity in Gaplessly's records, so changing it would mean merging two histories rather than editing a field.

A separate "Unsubscribe from marketing emails" button sits below the summary and disappears once it's been used.