The customer timeline

The Timeline tab on a customer record shows the customer’s activity on your booking pages in chronological order, together with the messages you sent them.

It gives your team useful context before contacting a customer or trying to understand what happened before a booking or abandoned checkout.
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💡 Available on Starter, Extended, and Ultra
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Tracking must be enabled on your account and allowed by the visitor’s consent settings.
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ℹ️ Timeline events are kept for 90 days.
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CaptainBook can record actions as the customer moves through your booking pages, including:

The Timeline can also show:

This lets you see the customer’s browsing journey and its outcome in the same place.

These events only appear when the customer completed the action themselves through your booking widget or booking assistant.

Bookings entered manually by your team or received through an OTA still appear in the customer’s Bookings tab, but they are not shown as customer actions in the Timeline.
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Emails, SMS, and WhatsApp messages you send can also appear directly in the Timeline alongside the customer’s browsing and booking activity.

You may see delivery events such as:

This gives you a single chronological view of what the customer did and how your business communicated with them.

When a customer accepts your cancellation policy during checkout, the Timeline records that the action happened.

The full evidence of the acceptance — including the exact policy wording, timestamp, and IP address — is stored separately and retained longer than the 90-day Timeline period.
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Most browsing activity happens before CaptainBook knows who the visitor is.

A visitor may:

View an experience → Add to cart → Start checkout → Confirm a booking

The first actions happen while they are still anonymous.

When the visitor identifies themselves by checking out or signing in, CaptainBook attaches that browsing session to their customer record.

This lets you see the activity that led up to the booking, even though the customer had not yet entered their details when they first started browsing.

CaptainBook attaches the current browsing session, not every historical action from that browser.

For example, if a shared computer was previously used by another person, that older activity is not merged into the new customer’s record.
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If a customer calls or messages you, the Timeline can show what they were recently interested in.

For example, you may see that they viewed a particular experience, selected a date, and started checkout.
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You can see where a customer stopped.

Someone who reached the payment step may need different help from someone who never selected a date.
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Timeline events can be used as conditions in Customer Segments.

For example:

Viewed an experience in the last 30 days AND has never booked

This lets you turn browsing behavior into live audiences for campaigns and advertising.
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The Browsing report aggregates the same type of data across your customer base.

It can help you understand:

Unlike booking reports, it can also show activity from visitors who never completed a booking.
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Timeline events are retained for 90 days.

This applies equally to Starter, Extended, and Ultra plans.

Booking history is different and is kept independently.

For example:

More than 2 confirmed bookings

can use the customer’s full booking history.

But:

Viewed an experience

can only look back through the available 90 days of Timeline data.
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Timeline activity is only collected when tracking is enabled and permitted by the visitor’s consent choice.

If your website uses a consent banner, CaptainBook respects the visitor’s selection.

If no consent tool is present, your account settings determine the default behavior.

For EU, EEA, and UK businesses, the default is not to collect this behavioral data unless consent allows it.
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An empty Timeline usually means one of the following:

Legacy accounts do not include the Timeline.

Upgrading to Starter or above enables collection from that point forward, but CaptainBook cannot recreate browsing activity that was never previously recorded.