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Overview

Customer records help your team understand who needs assistance and what has already happened. Support conversations, internal notes, tasks, and booking records provide different kinds of context; use the one that matches the work.

Customer profiles​

A profile holds contact details and links to the customer's orders, passes, and history. Confirm the identity using more than a shared name before editing or acting on a booking. The purchase email can help distinguish similar profiles.

Updating contact details does not transfer bookings. Household grouping lets you view related profiles together while their bookings remain attached to the original profiles. Review the customer's history before deciding whether the request concerns a profile, an order, or a pass.

Notes, tasks & alerts​

Internal notes record useful context for colleagues. Tasks track follow-up work, while check-in alerts draw attention to information needed at arrival. Service and accessibility preferences can help the team prepare for a customer's visit.

For example, a seating question might need a note about the conversation, a task for a colleague to investigate, and an arrival alert once arrangements are agreed. Record relevant, factual details and avoid copying sensitive information that is not needed for the task.

Support Inbox​

Support Inbox holds the conversation with the customer. Linking the appropriate customer, order, or pass gives staff context for the reply. Check those links and the sender before responding, particularly when one conversation concerns several bookings.

A reply or linked record does not itself perform a refund, exchange, or credit change. Complete the authorized action in Orders or on the customer's pass, then explain the recorded outcome in the conversation.

Keep follow-up clear​

Read earlier messages and activity before asking the customer to repeat details. If another team member must act, leave enough context to identify the request and the intended next step. Check the result before telling the customer it is complete.