Find, add, block, and archive clients
Search and filter your client list, add new clients, and block or archive a client, including what blocking and archiving change.
Clients lists everyone you've added and everyone who's booked with you. Search and filter it to find a client, or add, block and archive clients.
Find a client
- Go to Clients.
- Type a name, email or phone number in the search box. Names work in any order, and small typos still find the client.
- Select the client to open their profile. The client profile explains what's on it.
To sort the list, select a column heading, like Last Visit or Spend. Select it again to reverse the order.
Filter your list
- On Clients, select the filter button to the left of the search box.
- Under Quick Presets, choose a ready-made list, like Lapsed 60+ days or New (Last 30 days).
To build your own filter instead, open a group under Add Filters, like Status & Source. Select a filter and choose its values.
The list updates as you go. Clear all removes every filter. On a wide screen, select the pin button to keep the filters open beside the list.
Owners, admins and location managers
To reuse a set of filters for marketing, select Save as Audience. See Audiences.
Add a client
- On Clients, select New Client.
- Enter their First Name and Last Name. Everything else is optional.
- Add their Email Address and Phone Number, so Lilo can send them confirmations and reminders.
- Under Communication Preferences, turn on the messages they should get. Email notifications starts on and Email marketing starts off.
- Select Create Client. You'll see Client created successfully.
In the Lilo app, tap + in the middle of the tab bar, then New Client.
Everyone except service providers
Block a client
Blocking marks a client so your team knows not to book them. They can't book online, and Lilo stops sending them automatic messages.
- On Clients, select ⋯ in the client's row.
- Choose Block.
- Add a Reason (optional). Your team sees it on the client's profile.
- Select Block Client. Their status changes to Blocked.
You can also block a client from their profile. Select More, choose Preferences, then select Block Client.
To unblock a client, select ⋯ in their row and choose Unblock. Their status goes back to Active. You can also select Unblock Client in the profile's Preferences.
Owners, admins and location managers
Archive a client
Archive clients who no longer come to you. Archiving keeps everything about them. It doesn't delete anything.
- On Clients, select ⋯ in the client's row.
- Choose Archive.
- In the Archive this client? box, select Archive. You'll see Client archived.
Their status changes to Inactive. They stay on your list. To list only archived clients, add the Client Status filter under Status & Source and choose Inactive.
In the Lilo app, the Clients tab lets you search your clients and filter them by status, tags and spend. Blocking and archiving are only on the web. To unblock a client in the app, open them, tap More, then Preferences, and tap Unblock.
How it works
What blocking and archiving change
A blocked client shows Blocked, and an archived client shows Inactive. Either way:
- Lilo stops sending them automatic messages, like confirmations, reminders and marketing. That includes reminders for appointments they already have.
- Their booked appointments stay on your calendar. Lilo doesn't cancel them.
- They can't sign in to your client portal.
- They don't come up when you search for a client while booking. You can still book them with Book on their profile.
- Their visits, notes and invoices stay on their profile.
The list
- Visits and Last Visit count completed appointments.
- People without the View contact info permission see a dash instead of a client's email, and no phone numbers.
- Service providers see only the clients they added or have appointments with, unless your business lets them see every client. Then they can turn on Only mine to see just their own.
Common questions
Can blocked or archived clients still book online?
Blocked clients can't. Lilo turns down an online booking made with a blocked client's email and phone number, and asks them to contact you directly.
Archived clients can. If the email and phone number match their profile, Lilo adds the booking to it and makes them active again.
Can I undo an archive?
There's no unarchive button. To make an archived client active again, block them and then unblock them. Select ⋯ in their row, choose Block and select Block Client. Then select ⋯ again and choose Unblock. Their status goes back to Active.
Can I delete a client?
No, you can't delete a client. The closest thing is archiving, which keeps their history and stops Lilo messaging them.
Why does the same client have two profiles?
When someone books online, Lilo adds the booking to an existing client only if both their email and phone number match. Otherwise it creates a new client. Lilo can't merge two profiles.
Why can't I add a client?
Your business's free trial has ended, or its subscription was canceled. Only the account owner can subscribe. Everyone else sees Contact the business owner to resume your Lilo subscription. in place of the new client form.
How Lilo decides open times
Why clients see the times they do when booking online, from provider hours, time off and breaks to service length, notice and how far ahead they can book.
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.