The customer record

See everything you know about a customer in one place — bookings, activity, messages, documents, gift certificates, attribution, and possible duplicates.
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The customer record gives you a complete view of one person in CaptainBook: what they booked, what you sent them, what they signed, what they browsed before booking, and which campaign brought them to you.
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It is the page to open when you need the full customer context before contacting them.
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Go to Customers from the main menu and click any customer name.

You can also open a customer directly from a booking by clicking their name on the booking record.

The page opens on their details, with the rest of their information organized into tabs across the top.

The Details section includes:

You can edit this information using the Edit button.

You may also see:

The Bookings tab shows every booking the customer has made, including canceled bookings.

This is available on every plan.

The Timeline shows the customer's activity, ordered newest first.

This can include:

It is useful when you want to understand what a customer was doing before they booked or contacted you.

The Messages tab shows emails, SMS, and WhatsApp messages sent to the customer.

Depending on the message, you can see statuses such as:

On supported plans, you can also open a message and read the exact content that was sent.

If you have WhatsApp connected, the Conversations tab shows WhatsApp threads with that customer.

The Documents tab shows waivers and custom documents associated with the customer.

For signed documents, you can see the signature and signing date.

If a document has not been signed, CaptainBook shows that status instead of leaving the row empty.

The Gift certificates tab shows gift certificates that the customer has either purchased or received.

The Possible duplicates tab shows other customer records that CaptainBook believes may belong to the same person.

The strongest matches appear first, and each record includes a Merge action.

This tab loads when you open it, so there may be a short delay the first time.

Free

Starter

Extended

Ultra

Legacy

Starter records whether messages were delivered, opened, or clicked, but does not store the message content for later reading.

Different types of information have different retention periods:

The 90-day Timeline limit applies to browsing behavior only. Booking history is not affected.

If you move from Ultra to Extended, existing message content is retained for another 30 days before the shorter retention rules apply.

Timeline activity is collected from behavior on your own booking pages and respects your visitors' consent choices.

You can control behavioral tracking from:

Customers → Tracking

This includes the option to switch tracking off entirely.