# The client profile

> What a client's profile shows, and how to open it, edit their details, tag them, set their booking preferences, and log a phone call.

Source: https://heylilo.co/help/clients/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 profile

1. Go to [**Clients**](https://app.heylilo.co/dashboard/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 profile

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](https://heylilo.co/help/marketing/loyalty), 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](https://heylilo.co/help/clients/notes-and-service-notes).
- **More**: everything else, like **Payment Methods**, **Forms**, **Photos**, **Preferences** and **Edit Details**. See [Cards on file](https://heylilo.co/help/clients/cards-on-file), [Form responses and what clients see](https://heylilo.co/help/forms/form-responses) and [Photos and consent](https://heylilo.co/help/clients/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 details

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 client

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 preferences

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

**Applies to:** Lilo Pro

Under **Provider Preferences**, select **Add**. Choose a **Provider** and a **Relationship**, then select **Add Preference**. Clients never see these. The relationships are:

- **Preferred**: their go-to provider. When you book the client on the web, Lilo picks this provider for each service they can do.
- **Requested**: they've asked for this provider.
- **Avoid**: don't book them with this provider. When you book the client on the web, this provider shows an **Avoid** label. Lilo still lets you choose them.

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](https://heylilo.co/help/clients/clients-list) explains what blocking does.

You can also require a deposit from the client under **Scheduling Restrictions**. See [No-show protection](https://heylilo.co/help/payments/no-show-protection).

## Give a client their own price

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 call

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 works

- **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](https://heylilo.co/help/messages/automatic-client-messages), like confirmations and reminders. **Email marketing** covers your [marketing emails](https://heylilo.co/help/marketing/campaigns).
- **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 questions

### Why does a client show no visits?

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?

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?

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?

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