Customers

Customers is your central player database. Every customer who books an event, signs a waiver, or makes a purchase has a record with their contact info, preferences, and a complete history of events attended, transactions, payments, customer credit, gift cards purchased, waivers signed, survey responses, photos, notes, tags, and email activity. You can search and filter the full list, open a detailed profile with nine tabs of history, edit contact info, add internal notes and tags, archive customers, and manage saved cards and customer credit.

Getting started

Navigate to Customers from the sidebar. The list opens with every customer in your database.

How it works

Customer records are created automatically when someone books an event, signs a waiver, or completes a purchase. There's no manual "add customer" flow; the system captures the record the first time it sees a new email.

The feature has two pages:

• Customer list (/customers/all): the searchable and filterable directory with six filter popovers, a CSV download, per-row archive action, and pagination
• Customer details (/customers/details?id=): the profile page with a persistent left sidebar plus nine tabs covering every interaction history

Customers are identified by email. If a customer uses a different email on a later booking, they'll appear as a separate record. Archiving a customer preserves their historical data but removes them from the active list.

Two sides of a customer profile

A customer profile has two sides that look similar but are sourced and edited very differently. Knowing which is which keeps you from getting frustrated when the page seems to ignore your edits.

The sidebar only refreshes when the customer updates their own portal profile. Edits you make on the General tab apply only inside your company scope and don't change what the customer sees in their portal. Use the General tab to correct typos or fill in missing details that your team needs internally; ask the customer to update their portal profile if you want the change to follow them across venues.

Step-by-step guide

Browse customers

1. Open Customers
2. The table shows every customer with name, contact info, date joined, last visited, events attended, and tags
3. Minor customers are flagged with a Minor badge next to their name
4. Customers with a birthday show a small gift icon with the birthday date
5. Use pagination at the bottom (5, 10, 25, or 50 per page)

Filter and search

The toolbar has six filter buttons. Click any one to open a popover with an input and Reset / Update buttons. Each filter applies independently, so you can stack them (e.g., Last Name = "Smith" plus Event = "Escape Room A") to drill into a specific cohort.

Click any filter button to open its popover, enter the value (free-text for five of the filters, a multi-select dropdown for Event), and click Update to apply or Reset to clear that single filter. Click the reset icon in the toolbar to clear every filter at once. Currently-applied filter values appear inline on each button (e.g., "First Name: Sam") so you can see what's active without opening every popover.

Export customer data (CSV)

1. On the customer list, apply any filters you want
2. Click the download icon (cloud with down-arrow) in the toolbar
3. The CSV downloads as customers.csv and includes only the rows matching your filters

The download icon only appears if your role has the download_data permission.

Open a customer profile

1. On the customer list, open the three-dot menu on any row
2. Select View customer details
3. The profile opens in a new tab with a sidebar on the left and the tab navigation on the right

Edit customer information

1. Open a customer profile
2. On the General tab, update any field in the form (see Reference below for the full field list)
3. Click Update customer details to save

The email field is disabled (read-only) because it's the customer's account identifier. If a customer needs a different email, that belongs on their account, not the profile.

Browse event history

1. Open a customer profile and switch to the Events tab
2. Each row is one event session they attended, with date, time, completion time, and number of interactions
3. Click the "..." next to a long pre-event or post-event note to open it in a modal
4. Open the three-dot menu on a row and select View event details to jump to the full event tracker record

View transactions and custom field responses

1. Open a customer profile and switch to the Transactions tab
2. Each row shows the order number, status badge, purchaser info, linked bookings, and a count of any custom field responses
3. Click the info icon next to an order number to open the transaction details
4. Click the info icon next to a custom field response count to open the Customer responses modal, which shows each field's label, the response (for checkboxes, "Yes" or "No"; for other types, the text value), and the response timestamp
5. Toggle Show all locations at the top to include transactions from every company group (not just the current one)

Manage saved payment methods

1. Open a customer profile and switch to the Payments & credit tab
2. Under Saved payment methods, you'll see cards stored in your configured gateway (Stripe or Square)
3. Click + Add stored credit card to add a new one (enabled only if card storage is turned on for your gateway)
4. On any card, open the three-dot menu for Set as default (if not already) or Remove card

Add or adjust customer credit

1. On the Payments & credit tab, scroll to Customer credit
2. Click + Add customer credit
3. Enter an Amount and a Description
4. Click Save
5. To edit an existing credit: click the pencil icon on its row. You can't reduce the amount below what's already been spent
6. To delete a credit: the trash icon only appears when Spent is zero (un-used credits can be removed; used credits can't)

Totals for Total credits, Total spent, and Total remaining appear at the bottom of the credit table.

Resend or deactivate a gift card

1. On the Payments & credit tab, scroll to Gift cards
2. Open the three-dot menu on any gift card row
3. Resend delivery email sends the recipient another copy of the delivery email
4. View transaction jumps to the transaction that created the gift card
5. Deactivate gift card makes the card unusable. Any remaining balance must be refunded manually

View and manage waivers

1. Open the Waivers tab
2. The table shows every waiver signed by this customer, with booking details, status, signed date, and signature preview
3. Click the download icon on any waiver to export it as a PDF
4. Click the pencil icon to move the waiver to a different booking slot via a date picker and booking list
5. If associated child waivers exist (minors signed as part of this customer's bookings), click Show associated child waivers to switch to that view; click Show customer waivers to go back

Review and delete survey responses

1. Open the Surveys tab
2. Each row shows the survey name, description, and completion timestamp
3. Open the three-dot menu on any row
4. Select View response details to see the submitted answers
5. Select Delete survey to permanently remove the response (confirms first)

Add and manage notes and tags

1. Open the Notes/tags tab
2. Under Notes, click Add note
3. Type into the text area and click Save. The note is stamped with your name and the current time
4. To remove a note, click the trash icon next to it
5. Under Tags, click Add tag
6. Enter a tag name and click Save. The tag appears as a warning-colored badge on both the profile and the customer list
7. To remove a tag, click the small X next to it

View photos

1. Open the Photos tab
2. Photos from the customer's event sessions appear in a carousel
3. Use the indicators below the carousel to move between photos

If the customer has opted out of photo sharing, respect their preference (shown as a check under their contact info in the sidebar).

Review email activity

1. Open the Emails tab
2. Each row is one email event (sent, delivered, opened, clicked, bounced, complained, etc.) with type, status badge, timestamp, recipient, and sender
3. Click the Refresh button at the top of the tab to re-query the latest events

Update customer preferences

1. The sidebar shows two preference checkboxes:

• Opted out of email communication
• Opted out of photo sharing on social media

1. These are the customer's self-set preferences. They're read-only on this page. To update a customer's preference on their behalf, adjust the relevant opt-out flags in the public customer profile flow or have them update it via waivers / booking forms

Archive a customer

1. From the customer list: open the three-dot menu on a row and select Archive customer
2. Or from the profile page: open the three-dot menu in the top right and select Archive customer
3. Confirm in the dialog
4. The customer is removed from the active list. All their historical data is preserved

The archive action requires the customer_archive permission.

Reference

Customer list columns

List filters

Every filter popover has its own Reset and Update buttons.

An outer reset icon in the toolbar clears every filter at once.

Row actions

CSV export format

Click the download icon (requires download_data permission) to download customers.csv with these columns:

The download reflects your active filters.

Pagination options

The per-page selector offers 5, 10, 25, or 50 rows per page.

Customer profile sidebar

Profile tabs

General tab fields

Click Update customer details to save. An info alert reminds you that changes apply only within your company; the customer's own profile settings remain unchanged.

Events tab columns

Transactions tab columns

Base columns (add Location when Show all locations is on):

Transaction status values

Customer responses modal columns

Shown when a transaction has custom field responses:

Payments & credit: saved payment methods

Shown when your payment gateway is Stripe (id 3) or Square (id 2). The + Add stored credit card button is only visible if card storage is enabled for the gateway.

Payments & credit: customer credit

Three summary stats appear below the table: Total credits, Total spent, Total remaining.

Payments & credit: gift cards

Waivers tab

The table has two views. Switch using the toggle button at the top:

• Customer waivers: waivers the customer signed themselves
• Show associated child waivers: minor waivers signed as part of this customer's bookings (appears only when any exist)

Waiver status values

Edit waiver modal

Move a waiver to a different booking slot:

Surveys tab columns

Notes/tags tab

Notes section:

Tags section:

Photos tab

A carousel (autoplay off) with one slide per photo. Each photo shows the overlay version if available, else the base image. No explicit empty state.

Emails tab columns

Email event statuses

A Refresh button at the top of the tab re-queries the email events.

Permissions

Good to know

• Customer records are created automatically through bookings, waivers, and purchases. There's no manual "add customer" flow.
• Customers are matched by email. If a customer uses a different email on a later booking, they'll appear as a separate record. There's no merge flow, so use a single email per customer consistently to keep records unified.
• Tags are internal-only and never visible to customers. Use them for VIPs, frequent visitors, customers with accessibility needs, or any other internal categorization. Tags appear on both the profile and the list.
• Notes are stamped with your name and the current time. They create an audit trail for customer-facing interactions.
• The email field on the General tab is read-only. The email is the customer's account identifier, so changing it here would break the link to their bookings.
• Customer edits on the General tab apply only within your company scope. The customer's own profile settings (which they manage themselves) remain unchanged.
• The Transactions tab defaults to showing transactions in the current company group. Toggle Show all locations to include transactions from every group you have access to.
• Customer credit can be reduced but not below the spent amount. Credits with any spent balance cannot be deleted, only edited up.
• Gift card deactivation is one-way. Any remaining balance must be manually refunded; the system won't auto-refund on deactivation.
• The waiver Edit action moves the waiver to a different booking slot. It does not let you edit the waiver content.
• Archiving a customer preserves all historical data (bookings, waivers, transactions, credits, etc.) but removes them from the active customer list. There's no permanent delete; this keeps reporting and booking history intact.
• The Date joined and Date last visited fields on the sidebar are set automatically based on customer activity. They can't be edited directly.
• Photos respect opt-out. If the customer has set Opted out of photo sharing, don't share their photos externally even though they appear in the carousel.

FAQ

Q: Can I merge duplicate customer records?

A: No. Records are matched by email. If a customer used different email addresses, they'll appear as separate records. Use a single email per customer consistently to keep history unified.

Q: Can customers see their own notes or tags?

A: No. Notes and tags are internal only.

Q: How do I find customers who attended a specific event?

A: Use the Event filter on the customer list and pick the event. Click Update to apply.

Q: Can I delete a customer permanently?

A: Customers can be archived, not permanently deleted. Archiving preserves booking history and reporting data.

Q: Why can't I edit the customer's email?

A: The email is the customer's account identifier. Changing it from this page would break the link to their existing bookings, waivers, and transactions. Customers can update their own email from their account.

Q: Why is the download icon missing from the customer list toolbar?

A: Your role doesn't have the download_data permission. Ask an admin to add it in Settings > User management.

Q: Why can't I remove a customer credit?

A: The delete icon only appears when the credit has never been spent. Once a credit has any spent balance, it can only be edited upward. This prevents a customer from losing a balance they've already consumed.

Q: What happens when I deactivate a gift card?

A: The card becomes unusable immediately. Any remaining balance is not automatically refunded; you'll need to issue a manual refund if appropriate.

Q: Can I edit a waiver's signature or content?

A: No. The only waiver-edit action is moving the waiver to a different booking slot via the date picker. Signed waivers are otherwise immutable.

Q: What does "Show associated child waivers" do?

A: It toggles the waivers table between this customer's own signed waivers and any minor-participant waivers signed under this customer's bookings. The button only appears when associated child waivers exist.

Q: How do I see transactions from other locations?

A: On the Transactions tab, toggle Show all locations at the top. The table reloads with transactions from every company group.

Q: What do the different email statuses mean?

A: Send and Delivery are the normal flow. Open and Click mean the customer engaged. Bounce, Complaint, Reject, Rendering Failure, and DeliveryDelay are problems; check the email address and the customer's mail server if these appear. Subscription is a subscribe event.

Q: Who sees internal customer notes?

A: Anyone in your team with access to the customer profile sees them. They're never exposed to the customer.

Q: When I archive a customer, do I lose their bookings?

A: No. Archiving only hides the customer from the active list. All bookings, waivers, transactions, credits, and history stay in the database and continue to appear in reports.