Clients

Reception.ai keeps a client record for everyone who calls, books, or orders. Your receptionist uses these records to recognize returning callers and manage their bookings.

How clients are created

Clients are created or updated automatically when:

• A caller books, orders, or leaves a message and shares a usable phone number
• A customer books or orders on your booking page
• You add a client manually with Add client

Client list

Open Clients in the sidebar. Search by name, phone, or email, and filter by the date the client was added. Clients with an appointment today show its time.

Client details

Each client record contains:

• Contact details: name, phone, and email.
• Notes: up to 5,000 characters, visible to your receptionist.
• Upcoming bookings and Recent bookings. Select Cancel all upcoming bookings to cancel them at once.
• SMS reminders: whether this client receives SMS. Clients who reply STOP are opted out and can only opt back in by texting START.
• Block: prevent this client’s number from reaching your receptionist.

Interaction timeline

The timeline lists everything that has happened with the client: calls, website conversations, messages, bookings created, cancelled, or rescheduled, orders, emails, reminders, SMS sent and received, and confirmations.

From the timeline you can:

• Send SMS to the client. See Notifications and SMS.
• Add a manual interaction, such as a walk-in visit, with type, channel, description, date, service, staff member, and asset.
• Open the related booking, order, or conversation.

Deleting a client

Deleting a client permanently removes their interactions, visit history, and all of their appointments. This cannot be undone.