Customers & Automation
Customer Profile & History
Customer Profile & History
Every client in OpenChair has a profile that brings together their contact details, visit history, treatment preferences, saved payment card, loyalty points, consultation forms, and AI-powered health insights — all in one place. Open any client from the Clients list to see their full record.
Where to find it — Web: Sidebar → Clients → tap a client row. Mobile: Clients tab → tap a client card, or navigate to a client from a booking.
Profile layout
The customer profile has a persistent header and three tabs:
| Tab | What it contains |
|---|---|
| Overview | Contact info, contact actions, last visit summary, satisfaction history, client health insights, suggested actions |
| Details | Client card (skin, hair, allergies, colour formula, medical notes), patch tests, consultation forms, owner notes |
| History | Contact history (outreach timeline), booking history |
On web the profile opens as a right-side panel. On tablet/iPad it opens as a master-detail side panel. On phone it opens full-screen.
Note
In kiosk / shared-device mode only the Overview tab is visible. The Details and History tabs are hidden, inline editing is disabled, and a message reads: "Shared-device mode shows a reduced client summary. Unlock for notes, forms, and full visit history."
Header
The header is always visible above the tabs and shows:
| Element | Details |
|---|---|
| Name | The client's full name |
| Status badge | New · Regular · VIP — assigned automatically (see How status is assigned) |
| Card on file badge | Shown only when a saved card is active. Displays the card brand and last four digits — e.g. "Visa ····4242" |
| Style Preview button | Sparkles icon + "Style Preview". Opens the AI Style Preview tool (PRO only). |
Overview tab
Contact information
Four inline-editable fields appear at the top of the Overview tab. Tap the pencil icon to edit a field, then confirm with the tick or cancel with the cross.
| Field | Icon | Empty label | Notes |
|---|---|---|---|
| "Add email" | Used for confirmations, receipts, forms, and campaigns | ||
| Phone | Phone | "Add phone number" | Used for SMS reminders and notifications |
| Birthday | Cake | "Add birthday" | Date picker (iOS spinner, Android modal). Displayed as d MMM yyyy. Enables birthday insights and automation |
| Postcode | MapPin | "Add postcode" | Numeric input. Suburb name auto-fills for AU, NZ, and UK postcodes |
Editing requires owner or manager role and the device must not be in locked kiosk mode.
Contact actions
If the client has a phone number or email on file, quick-action buttons appear:
| Button | What it does |
|---|---|
| Call | Opens the phone dialler (tel: link) |
| Text | Opens a new SMS message (sms: link) |
Opens the default email client (mailto: link) |
Last visit summary
If the client has visited before, a summary line shows:
- Last visit date in d MMM yyyy format
- Service name (if recorded)
- Staff member — "with Sarah" (if recorded)
- Colour formula — "Formula: 6NB 1:1.5 20vol" (if a formula is saved on the client card)
Satisfaction history
If the client has left feedback, a card shows:
- Star rating — e.g. "★ 4 / 5"
- Queue status badge — colour-coded (red if needs follow-up)
- Open count — "⚠ 2 open" (amber, if unresolved feedback exists)
- Service context — which service and staff member the feedback relates to
- Private note — the client's free-text comment, or "No private note was left with the latest response."
- Timestamp — "Shared 2 days ago"
- Link — "View in Recovery →" navigates to the Reviews page
Client health
Client health tiles show behavioural patterns and AI-powered insights based on the client's visit history.
| Visit count | What you see |
|---|---|
| 0 visits | "New client — Visit patterns and preferences will appear here after their first appointment." |
| 1 visit | "Getting to know this client — A couple more visits and we'll show visit patterns, preferences, and habits here." |
| 2 visits | "Getting to know this client — One more visit and we'll show visit patterns, preferences, and habits here." |
| 3 + visits | Summary tiles and (on PRO) AI insight tiles |
Summary tiles (all plans)
These three tiles are always shown once the client has 3 or more visits:
| Tile | Icon | Example |
|---|---|---|
| Total Visits | CalendarCheck | "45" — subtitle: "completed" |
| Total Spend | Wallet | "$1,245" |
| Average Order | Receipt | "$27.67" — subtitle: "per visit" |
AI insight tiles (PRO only)
Additional tiles appear on PRO venues:
| Tile | Icon | Example | What it means |
|---|---|---|---|
| AI Narrative | Sparkles | Italic paragraph in a tinted box | AI-generated summary of the client's relationship with your venue |
| Visit Cadence | CalendarDays | "Every 4 weeks" | Average interval between visits. Subtitle shows rebooking status: "Overdue by 2 weeks" (red) · "Due back in 5 days" · "Due back in about 3 weeks" |
| Preferred Day | CalendarDays | "Monday" — "45% of visits" | The day of the week the client books most often |
| Preferred Time | Clock | "Morning (~9 am)" — "Most common slot" | The time of day the client books most often |
| Favourite Service | Scissors | "Hair Colour" — "12 of 15 visits" | The service booked most frequently |
| Preferred Staff | User | "Sarah" — "8 visits" | The team member requested most frequently |
| Reliability | ShieldCheck | "Very Reliable" — "Based on 15 bookings" | Completion rate across all bookings. Labels: Very Reliable · Reliable · Occasional · Unreliable |
On the FREE plan with 3 + visits, an info box reads: "Unlock AI client insights with PRO".
Suggested actions (PRO)
Below client health, personalised follow-up cards appear when the system detects an opportunity:
| Suggestion type | Icon | Example title |
|---|---|---|
| Overdue | Clock | "Client overdue for visit" |
| Birthday | Cake | "Happy birthday from us!" |
| New client follow-up | UserPlus | "Great to meet you!" |
| VIP milestone | Trophy | "A little thank-you" |
| Cadence slowing | TrendingDown | "We miss you!" |
Each card includes a description and two action buttons:
- Send SMS — generates an AI-drafted message, opens it for review, and sends via SMS. Disabled if no phone number is on file.
- Send Email — same flow, sent via email. Disabled if no email is on file.
If an automation (e.g. reconnect or birthday automation) is already handling that type of follow-up, the card shows "Automation is already handling this follow-up." instead of send buttons.
On the FREE plan, action buttons show "Unlock with PRO" instead.
When no suggestions exist the section reads: "Nothing to follow up on right now — all good."
Details tab
Client card
The client card stores treatment-specific information for beauty, hair, and wellness businesses. Any team member with venue access can view and edit these fields — it is not restricted to owners.
| Field | Input type | Options / limits |
|---|---|---|
| Skin Type | Dropdown | Normal · Dry · Oily · Combination · Sensitive |
| Hair Texture | Dropdown | Fine · Medium · Coarse · Curly · Straight · Wavy |
| Hair Condition | Dropdown | Colour-treated · Chemically-processed · Virgin |
| Allergies | Multi-select + free text | Common suggestions shown as chips: Sulphate · PPD · Ammonia · Nioxin · Hydrogen peroxide · Fragrances. Type any custom allergy and press Enter or comma to add it. Active allergies display as red "⚠" badges. |
| Colour Formula | Text (monospace) | Placeholder: "e.g. 6NB 1:1.5 20vol". Maximum 500 characters. Character counter appears above 400. |
| Medical Notes | Text area | Placeholder: "Disclosed conditions relevant to treatment…". Maximum 2 000 characters. Shown in an amber box labelled "Visible to authorised staff only". |
Editing the client card
- Tap Edit client card (pencil icon on mobile, edit button on web).
- Update any fields.
- Tap Save Card to save, or Discard to cancel.
If you switch tabs or navigate away with unsaved changes, a confirmation asks "Discard unsaved changes?" with options to Keep editing or Discard.
Display mode
When not editing, saved data appears as:
- Type/condition chips inline — e.g. "Oily skin", "Straight hair", "Colour-treated"
- Allergy badges in red — e.g. "⚠ PPD", "⚠ Sulphate"
- Colour formula in monospace — "Formula: 6NB 1:1.5 20vol"
- Medical notes in an amber alert box with a warning icon
If no client card data has been recorded, the section shows "No client details recorded yet." with an Add details button.
Patch tests
Track allergy and sensitivity patch tests required before certain treatments (e.g. tint, colour).
Each record shows:
| Field | Format |
|---|---|
| Title | Test name (e.g. "Tint patch test") |
| Date tested | d MMM yyyy format |
| Tested by | Staff member name (if recorded) |
| Status | Passed (green) · Pending (outline) · Failed (red) · Expired (orange — shown when a passed test exceeds its expiry window, approximately 6 months) |
Tap + Add in the section header to record a new test. Tap an existing record to view or update it.
Forms
Consultation and consent forms submitted by or for the client appear here.
Note
Sending forms requires a PRO subscription.
Each form entry shows:
- Form name (or "Form" if unnamed)
- Signed date in d MMM yyyy format, or "Pending" if not yet completed
- Risk flagged badge (red) — shown if the AI contraindication scanner detected potential treatment risks in the client's responses
Up to 3 recent forms are shown. If more exist, a "View all forms →" link opens the full forms list.
Tap Send Form in the section header to email or text a form link to the client. This button is disabled if the client has no contact details on file (tooltip: "No contact details on file — add a phone number or email to this client").
Owner notes
Free-text notes added when the client was created or edited. The section heading reads "Owner Notes" with a "Managed by owner" label. These notes are visible to the whole team but only editable by the owner or manager.
History tab
Contact history
A unified timeline of all outreach sent to this client, combining:
- Reconnect campaigns — automated re-engagement messages
- Marketing campaigns — bulk email or SMS campaigns
- Manual suggestions — one-off messages sent from the Suggested Actions cards
Each entry shows the channel icon (mail for email, message bubble for SMS), a label, a relative timestamp (e.g. "2 days ago"), and a status badge:
| Badge colour | Statuses |
|---|---|
| Green | Delivered · Clicked · Booked · Opened |
| Red | Failed · Opted out · Bounced · Unsubscribed |
Up to 10 entries are shown, most recent first.
If the client has active conversations from reconnect messages, a link appears: "View conversations in Engage →".
Empty state: "No outreach sent yet."
Booking history
A chronological list of all past and upcoming appointments for this client. Bookings are matched by the client's email or phone number.
Each entry shows:
| Field | Format |
|---|---|
| Service name | Bold |
| Staff member | "with Sarah" |
| Date and time | d MMM yyyy at h:mm am/pm |
| Price | Formatted currency (right-aligned) |
| Status badge | Confirmed (grey) · Completed (green) · Cancelled (red) · No show (outline) |
| Notes | Italic, shown below the entry if present |
On tablet the list displays as a two-column card grid.
Empty state: calendar icon + "No appointments yet."
Saved payment card (card on file)
Clients can save a payment card for faster checkout at future appointments. The card is stored securely in Stripe — OpenChair only stores the brand, last four digits, and expiry for display.
How the card appears in the profile
When a client has an active saved card, a badge in the profile header shows the card brand and last four digits:
Visa ····4242
The badge only appears when the card status is "active".
How clients manage their card
Clients manage their saved card from the booking management page (the link they receive via email after booking). From there they can:
- Add a card — "Save a card for faster checkout at [venue name]." Button: Add a card.
- Replace a card — Button: Replace card.
- Remove a card — Button: Remove card. Confirmation: "Remove your saved card? [Venue name] won't be able to charge this card for future appointments."
When adding or replacing a card, the client sees the consent text: "I authorise [venue name] to charge this card for future appointments at this venue, subject to the venue's booking policy."
Card statuses
| Status | Meaning |
|---|---|
| Active | Card is valid and can be charged |
| Needs update | Card failed a charge attempt — client should update it |
| Removed | Client or staff removed the card |
| Disputed | Card has an active dispute or chargeback |
Loyalty points (PRO)
If your venue has a loyalty programme enabled, clients earn points from bookings and purchases. Points appear at checkout when staff are processing payment.
How points are earned
| Earning method | Setting | Example |
|---|---|---|
| Services | Points per $1 on services | 1 point per $1 → $50 service = 50 points |
| Products | Points per $1 on products | 2 points per $1 → $30 product = 60 points |
| Visits | Flat points per completed visit | 10 points per visit |
Earning rates are configured by the venue owner in the loyalty programme settings.
Redeeming rewards at checkout (web)
When a client has enough points for a reward, a banner appears during checkout:
🎁 Reward available [Reward name] · [points] pts — Apply Reward
Tapping Apply Reward opens a dialog showing the client's point balance and available rewards. Selecting a reward deducts the point cost and applies the reward to the current order.
Point expiry
Points can be set to expire after 6, 12, 18, or 24 months, or never — configured per venue in the loyalty programme settings. Clients receive a warning before points expire (configurable number of days).
Where points appear
| Context | What is shown |
|---|---|
| Checkout (web) | Point balance, eligible rewards, and next reward threshold |
| Loyalty settings (mobile) | Programme configuration and reward catalogue |
Style Preview (PRO)
The Style Preview button (sparkles icon) in the profile header opens an AI-powered visualisation tool that generates style previews for the client.
- Upload a client photo (face clearly visible).
- Optionally add up to 3 inspiration images and a style description (max 500 characters).
- Tap Generate. Each generation costs 25 Sparks.
- Review the generated preview. You can rate it (1–5 stars) and save it.
A history of previous previews is accessible via the history toggle. Generated previews expire after 30 days unless saved.
Who can see what
| Section | Owner / Manager | Team member | Customer (self-service) |
|---|---|---|---|
| Contact info (view) | Yes | Yes | Own details only (manage booking page) |
| Contact info (edit) | Yes | No | Own details only |
| Client health tiles | Yes | Yes | No |
| AI insights + narrative | Yes (PRO) | Yes (PRO) | No |
| Suggested actions | Yes (PRO) | No | No |
| Client card (view/edit) | Yes | Yes | No |
| Patch tests | Yes | Yes | No |
| Forms | Yes (PRO to send) | Yes (PRO to send) | Can complete via link |
| Owner notes | View: Yes · Edit: Owner/manager only | View only | No |
| Booking history | Yes | Yes | Own bookings (manage page) |
| Contact history | Yes | Yes | No |
| Saved card (badge) | Yes | Yes | Manage own card |
| Style Preview | Yes (PRO) | Yes (PRO) | No |
| Loyalty points | At checkout | At checkout | No |
Platform differences
| Feature | Web | Mobile (phone) | Mobile (tablet / iPad) |
|---|---|---|---|
| Profile layout | Right-side panel | Full screen | Side panel (master-detail) |
| Client health tiles | Grid | 2-column flex grid | 2-column flex grid |
| Booking history layout | Single column | Single column | Two-column card grid |
| Forms section | View + Send Form | Patch tests shown; forms section on web only | Patch tests shown; forms section on web only |
| Loyalty redemption | Checkout banner | Not yet available | Not yet available |
| Card management (customer) | Manage booking page | Not yet available | Not yet available |
| Style Preview | Full page | Full screen | Full screen |
Troubleshooting
| Issue | Solution |
|---|---|
| Client health says "New client" but they have visited before | Visit count updates when bookings are completed, not when they are created. Check that past bookings are marked Completed, not just Confirmed. |
| "No client details recorded yet" on the Details tab | The client card needs to be filled in manually. Tap Add details to enter skin type, hair details, allergies, and other treatment information. |
| Cannot edit contact fields | Only owners and managers can edit contact info. If you are in kiosk mode, unlock the device first. |
| Card on file badge not showing | The badge only appears when the card status is "active". If the client removed their card or it failed a charge, the badge is hidden. |
| "Send Form" button is greyed out | The client has no email or phone number on file. Add at least one contact method, then try again. Sending forms also requires a PRO subscription. |
| Patch test shows "Expired" | Passed patch tests expire approximately 6 months after the test date. Record a new patch test before the client's next treatment. |
| Loyalty reward banner not appearing at checkout | The client may not have enough points, or the loyalty programme may be disabled. Check the loyalty settings and the client's point balance. |
Related Articles
- Managing Customers
- Customer Segments & Retention
- Creating a Booking
- Notification Templates
- Concierge Automation
- Sending Quick Messages (SMS & Email)
- Reviews & Feedback Management
Last updated: March 2026