Tracking and consent settings

This data powers the Customer Timeline, behavioral Segments, and the Browsing report.

Because this is personal data, you control whether it is collected and what happens when CaptainBook does not receive a consent signal.
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Go to:

Customers → Tracking
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💡 Available on Starter, Extended, and Ultra
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You also need permission to update your organization’s settings. Admins have this permission by default.
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⚠️ If your customer Timelines are empty and you expected data, this is the first place to check.
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At the top of the Tracking page, CaptainBook tells you whether behavioral tracking is currently running.

If it is not running, the page also explains why.

Read this status first before changing any settings.

The Collect behavioral data setting is the master switch.

CaptainBook can collect behavioral activity according to the visitor’s consent status and your consent-default setting.
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No behavioral data is recorded for any visitor.

Turning it off means:

Existing Timeline history remains available until it reaches the normal retention limit.

This setting acts as a complete kill switch for behavioral tracking.
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The second setting controls what CaptainBook should do when your website sends no consent signal at all.

This setting does not override a visitor’s actual consent choice.

If your cookie banner tells CaptainBook that the visitor:

The consent-default setting is only used when CaptainBook receives no signal.

You can choose from three options.
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This is the default.

CaptainBook uses the country set on your organization profile.

⚠️ If your Timelines are unexpectedly empty, check that your organization has a country set.
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Behavioral data is collected when CaptainBook receives no consent signal.

This setting may be appropriate if your business is outside the EU, EEA, or UK and you have determined that you have the appropriate legal basis to collect this data.

Selecting this option does not itself create a lawful basis.
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Behavioral data is only collected when CaptainBook receives an explicit consent signal allowing it.

This is the most conservative option and can be useful if you want explicit consent to be required regardless of where your business is based.

These settings apply to behavioral tracking such as:

The Tracking settings do not stop normal business records from being created.

These continue regardless of behavioral tracking settings:

They also do not control your own Google Analytics or Google Tag Manager setup.

Those tags are configured separately on your website and are governed by your own consent setup.
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If your website uses a consent platform that sends the visitor’s choice, CaptainBook respects that signal for each visitor.

A visitor who declines behavioral tracking is not tracked.

A visitor who accepts can be tracked while behavioral collection is enabled.

If your website sends no consent signal, CaptainBook falls back to the consent-default setting described above.
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CaptainBook provides the tracking controls, but you remain responsible for how customer data is collected and used.

Your privacy policy should explain:

Behavioral events are kept for 90 days.

If you operate in the EU, EEA, or UK, you will generally need a consent mechanism on your website before collecting this type of behavioral data.

If you are unsure how your consent setup should work, the conservative option is:

Never record without consent

until you have confirmed that your website is sending the correct consent signal.
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Behavioral events are retained for 90 days.

This is the same on Starter, Extended, and Ultra.

After 90 days, those events are deleted.

This is why:

Bookings and customer records are not affected by this retention period.
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Includes:

Starter does not include behavioral Segments.

Includes:

Includes:

Behavioral tracking is not included.

If you move to Starter or above, collection begins from that point forward.

CaptainBook cannot recreate browsing activity that was never previously recorded.

Check whether:

This can be normal.

Some visitors may have declined tracking, or they may have visited before behavioral collection was enabled.
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Behavioral collection is turned off for the account.
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Behavioral collection may have been turned off after the Segment was created.
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This is expected.

Behavioral events are retained for 90 days.