A customer's record
Where to see everything about one customer.
Everything CLEO knows about one person or business lives on one record — every note, appointment, request, piece of work and payment, from the first enquiry onwards. Whatever happens next, it happens here.
What's across the top
- Their name, with how to reach them — phone, email, website — as links you can tap.
- Needs you, when something about them genuinely does: a request past the date you promised, work that needs you, a follow-up overdue or due today.
- A few facts: their next appointment, their follow-up, and when anything last happened.
- Add, for the things you start from here — Book an appointment, Create work, Log a request, Record a payment, Add a note — showing only what your business has switched on.
- More, for Plan a follow-up, Edit details, and archiving.
Two shapes of record
Which one you land on depends on the stage, and the difference is scope rather than quality.
| Whose record | Tabs |
|---|---|
| A lead, or a customer without a client account | Overview · Details · History |
| A client | Overview · Work · Requests · Appointments · Payments · Details · History |
A client's record has more tabs because there is more to hold: their work, what they've asked for, their diary and their payments each get a tab of their own, with a count on it.
Both shapes carry the same essentials — recent activity, notes, contact details, follow-up, history, archiving. Where a client's record separates things into tabs, a lead's record keeps them on one page, because a lead usually has less to show.
If a customer has a client account, their record shows Open the client profile to move to the fuller view.
Recent activity, and History
Recent activity on Overview shows the last few things that happened, with View all activity beside it.
History is the whole story: Everything that has happened with this customer, newest first.
Notes you wrote, follow-ups planned and kept, appointments booked, moved and recorded, requests and their replies, work and its stages, payments, corrections, archiving — each with its day and who did it.
Before anything has happened: No activity recorded yet.
Notes — yours, not theirs
Both record shapes have Notes, and both say the same thing about them: Written by your team, never by CLEO, and never shown to the customer.
Use Add a note and write what you'd want a colleague to know — Something your team should remember about this customer.
— then press Add note. CLEO confirms with Internal note added.
Each note keeps who wrote it and when.
You can also write one by asking CLEO, which prepares the note for you to confirm.
Changing their details
Under Details:
- Contact information —
The primary person and best way to reach them.
The contact name and their Role or title, Email, Phone, website and address. Change what's wrong and save. - The follow-up — the one promise you've made to get back to them.
- Preferences — what they've told you they prefer.
- Archiving, at the end.
A lead's record also has an overview form here, with their display name, type, whether they're a lead or a client, how you met them, and a short internal summary.
What CLEO noticed, and decisions
A lead or customer record carries CLEO's own observations about that person — past their usual return interval, or an open lead with no follow-up — each with the rule behind it and a suggestion.
Where a decision is supported, this is also where you record it, and where the decision stays afterwards with a link to what's been recorded since. Recording a decision covers what that does.
When CLEO isn't sure it's the same person
Sometimes a record arrives from your website or your booking page using the email address or phone number of someone you already have. CLEO can't know whether it's really them, so it keeps the visitor on a record of their own and asks you.
- On the visitor's record, the status reads Unconfirmed, with may be Priya Nair — unconfirmed beside their name. Under CLEO noticed, CLEO asks whether they're the same person, with Same person — merge and Not them — keep separate.
- On the record you already have, CLEO mentions the visitor under CLEO noticed — nothing on it has changed — with Decide on their record. For a client, this appears on their customer record, not on the client profile.
Merge moves what the visitor did onto the record you already have, and their separate record goes. Keep separate leaves them as a lead of their own. Either way, History says what you decided. Enquiries from your website explains the rule.
What changes when part of CLEO is off
The record only shows what your business uses. With Bookings off there are no appointments on it; with Requests off, no requests tab. Nothing is deleted — switch the area back on and it's all there. Turning parts of CLEO on and off explains the switches.