Tags, Notes, and History
Statuses tell you where a customer stands. Tags, notes, and appointment history tell you the full story. These tools help your team stay on the same page about every customer relationship.
Tags
Tags are labels you can attach to any customer to categorize and organize your customer base. They're flexible — you define them to match how your business works.
Common tag examples
| Tag | Use case |
|---|---|
| vip | High-value or long-term customers who get priority scheduling |
| referred | Customers who came through a referral |
| commercial | Business or commercial property clients (vs. residential) |
| follow-up | Customers who need a callback or outreach |
| warranty | Customers with active warranty coverage |
Adding tags to a customer
- Open the customer's detail page. The tags row sits in the header, right below the customer's name and contact info.
- Click the + Tag button.
- Type to search — pick an existing tag from the Suggestions list, or keep typing and choose Create to make a new one.
- The tag saves instantly — no Save button needed.
Note: Suggestions come from tags you've already used on other customers, which keeps your labels consistent across the whole list.
Removing tags
Click the x on any tag in the header to remove it. That saves instantly too.
Filtering by tags
On the customer list, use the tag filter to view everyone with a specific tag. This is great for targeted outreach — for example, filtering by "commercial" to see all your business clients, or by "vip" to prioritize your best customers.
Notes
Notes let you add freeform, internal context to a customer. They're visible only to your team — customers never see them.
When to use notes
- Record details from a phone conversation ("Wants the estimate before Friday")
- Flag special instructions for a job site ("Gate code is 4521, enter from the side")
- Document customer preferences ("Prefers morning appointments")
- Note follow-up actions ("Call back after the holidays about gutter cleaning")
Adding a note
- Open the customer's detail page and stay on the Details tab.
- Scroll to the Activity section.
- Type your note in the Add a note... box and send it.
Notes are timestamped and attributed to whoever wrote them, so you always know who said what and when — and they land right in the activity feed alongside everything else that's happened with this customer.
The activity feed
The Activity section on the Details tab is a running timeline of the customer relationship — when the customer was created, plus every note your team adds. It gives everyone the same picture without digging through old texts or sticky notes.
Appointment history
Switch to the Appointments tab on the customer's detail page to see every appointment associated with them, organized into two groups:
- Upcoming — Appointments that are Needs Scheduled or Scheduled, with the appointment type and the booked time (or "Not scheduled" if a time hasn't been picked yet).
- Past — Completed and Canceled appointments, with their final status.
Click any appointment to open it and see the full details — booking questions, comments, and activity.
Booking from the customer
The Book Appointment button on the Appointments tab starts a new booking with the customer's name, contact details, and address already filled in — so scheduling their next visit takes seconds.
Why this matters
Having appointment history on the customer record means you never have to hunt for old appointments separately. When a customer calls in and says "I had someone out last spring to look at my roof," you can pull up their record and see exactly when it was and what happened.
What's next
- Customer Statuses — Learn about the Lead, Customer, and Inactive lifecycle.
- Troubleshooting Customers — Fixes for common customer management issues.
- Appointments — Manage the appointments linked to your customers.