The client profile

A client's profile has everything about them in one place. It covers their contact details, visits and spending, appointments, notes and preferences.

Open a client's profileCopy Anchor Link

1. Go to Clients and select the client.
2. Their profile opens beside the list. Select ← Back to close it.

You can also open a profile by selecting a client's name, like on a calendar appointment or in the Appointments list. To see the profile as a full page, select the expand icon at the top right. In a narrow browser window, Lilo opens the full page right away.

What's on the profileCopy Anchor Link

At the top are the client's name, status, contact details and tags. If their date of birth makes them under 18, a Minor badge shows their age. Active alerts show in red underneath. Book starts a new appointment with the client already picked.

The Overview tab shows:

• Total Visits, Lifetime Spend, Avg. Ticket and Balance. Total Visits splits into Visits and No-shows when they've missed an appointment.
• Next Appointment and Last Visit. Since shows the month they were added to Lilo.
• Their tags, phone number, email and address.
• Communication Preferences: how they like to be contacted, their birthday, and which messages they get.
• Their general notes from Edit Details, if there are any.
• Their loyalty points, when they have some.

The other tabs:

• Appointments: their Upcoming, Past and Recurring appointments. Book New books another one.
• Activity: a timeline of their appointments, payments, notes and calls.
• Notes: notes and alerts for your team. See Notes and service notes.
• More: everything else, like Payment Methods, Forms, Photos, Preferences and Edit Details. See Cards on file, Form responses and what clients see and Photos and consent.

The full page has the same sections as tabs across the top, but no Book button. Use Book New on Appointments instead.

Edit a client's detailsCopy Anchor Link

1. Open the client's profile.
2. Select More, then choose Edit Details. On the full page, select the Edit Details tab.
3. Change what you need, like their name, contact details, birthday, address or General Notes.
4. Select Save Changes. You'll see Client updated successfully. Lilo takes you back to Clients.

Tag a clientCopy Anchor Link

Tags group clients, like VIPs or color clients. You can filter your client list by tag.

1. On the profile's Overview, select Add Tag.
2. Choose a tag. Type in the search box to find one.

To make a new tag, select Create New Tag instead. Enter a Tag Name, choose a Color and select Create Tag. Lilo doesn't add the new tag to the client. Select Add Tag again and choose it.

To take a tag off the client, select the × on it.

Set a client's preferencesCopy Anchor Link

1. Open the client's profile.
2. Select More, then choose Preferences. In a narrow browser window, select the Preferences tab instead.

Under Scheduling Preferences, select Edit. Choose the days and times the client likes, then select Save Preferences. These are notes for your team. Lilo still lets anyone book them at other times.

Under Scheduling Restrictions, select Block Client to block them. Find, add, block, and archive clients explains what blocking does.

You can also require a deposit from the client under Scheduling Restrictions. See No-show protection.

Give a client their own priceCopy Anchor Link

You can give one client their own price or length for a service with one provider.

1. Open the client's profile and select the expand icon at the top right.
2. Select the Preferences tab.
3. Select Service Pricing to open it.
4. Select Add Override.
5. Choose the Service, and who it's for under Provider if you see that field.
6. Enter a Custom Price, a Custom Duration (min), or both.
7. Select Save Override. You'll see Override saved.

This price wins over every other price for the service when your team books the client with that provider. Online bookings don't use it.

Log a phone callCopy Anchor Link

1. On the client's profile, select Activity.
2. Select Log Call.
3. Choose the Direction and the Outcome.
4. Add the Duration (minutes, optional) and Notes (optional) if you like.
5. Check the Date & Time. It starts as now.
6. Select Log Call. You'll see Call logged. The call shows in the timeline.

In the Lilo app, tap a client on the Clients tab. Overview, Notes and Appts are along the bottom. More has the rest, including Preferences and Edit Details.

How it worksCopy Anchor Link

• Total Visits and Last Visit count completed appointments.
• Lifetime Spend adds up the client's invoices. Unpaid, voided and fully refunded invoices don't count. Avg. Ticket is the average of those invoices.
• Balance is what they still owe on open invoices.
• Email notifications covers messages about their appointments, like confirmations and reminders. Email marketing covers your marketing emails.
• Preferred Contact Method is a note for your team. It doesn't change how Lilo sends messages.
• People without the View contact info permission don't see a client's email, phone number or address, and can't edit them.

• SMS notifications covers texts about their appointments. If a client texts STOP, you can't turn it back on. They have to text START.

Common questionsCopy Anchor Link

Why does a client show no visits?Copy Anchor Link

Lilo counts a visit once the appointment is completed. Appointments that are booked, cancelled or missed don't count.

Why can't I see a client's phone number or email?Copy Anchor Link

If the profile says No contact info, the client doesn't have an email or phone number yet. If their contact details are missing everywhere, even in Edit Details, you don't have the View contact info permission.

Why isn't a client getting emails?Copy Anchor Link

On their profile, check that:

• they have an email address.
• Email notifications is turned on in Edit Details. Marketing emails need Email marketing instead.
• their status is Active. Lilo doesn't send automatic messages to blocked or archived clients.

If emails to their address bounced, Lilo stops sending to it. Saving a corrected email address lets Lilo email them again.

Can I rename or delete a tag?Copy Anchor Link

No. Once you create a tag, it stays on your list of tags. You can take it off any client.