Client Management

GoConverso includes a built-in CRM (Client Relationship Management) system that tracks every client who interacts with your business — with a 6-stage customer journey, milestone tracking, unified activity timeline, and CRM analytics.

Client List

The client list is your central directory. Access it from Dashboard > Clients.

What You See

Each client in the list shows:

• Name — The client’s full name
• Email — Primary email address
• Phone — Phone number (if provided)
• Total bookings — How many appointments they have made
• Last visit — Date of their most recent appointment
• Status — Active or inactive

Searching & Filtering

• Search by name, email, or phone number
• Sort by name, last visit date, or total bookings
• Filter by status (active/inactive) or date range

Client Detail Page

Click on any client to open their full profile. The detail page has a summary header with 8 activity metrics, followed by 6 tabs for different data views.

Activity Summary

The top of every client profile shows 8 key metrics at a glance:

The summary also shows a “Last activity” date — when the client last interacted with your business.

Detail Tabs

Contact Information

• Full name
• Email address
• Phone number
• Preferred language (automatically detected from their booking)
• Tags — Custom labels for organizing clients
• Client since — Date the record was created

Booking History

A complete chronological list of all appointments this client has made, including:

• Service name
• Date and time
• Status (completed, cancelled, no-show)
• Staff member (if applicable)
• Notes from the appointment

Spending Summary

Track how much each client has spent with your business:

• Total spent — Sum of all completed appointment payments
• Average per visit — Total spent divided by number of visits
• Most booked service — The service they book most frequently

Customer Journey

The Customer Journey system tracks where each client is in their lifecycle with your business. Clients automatically progress through 6 stages based on their behavior.

Journey Stages

How Stages Work

Stage progression is automatic — the system evaluates client behavior and updates stages based on triggers:

• Booking triggers — When a booking is completed, the system re-evaluates the client’s stage
• Order triggers — When an e-commerce order is placed, the system re-evaluates the stage
• Stage history — Every stage change is recorded with the previous stage, new stage, and timestamp

Viewing Journey Data

Each client’s current journey stage is visible in their profile. You can also:

• Filter the client list by journey stage
• See stage distribution across your entire client base in CRM Analytics
• Track stage conversion rates over time

Journey Milestones

Milestones mark significant achievements in a client’s relationship with your business. They appear in the client’s timeline and help you identify key moments.

Real-Time Milestones

These milestones are created instantly when the triggering event happens:

Scheduled Milestones

These milestones are evaluated daily (at 3:00 AM) by an automated job:

Behavioral Milestones

Additional milestones tracked based on specific client behaviors:

Configurable Thresholds

Milestone thresholds can be customized per account:

Unified Timeline

The Timeline tab in each client profile shows a unified chronological view of all interactions — bookings, orders, projects, and tasks — in a single scrollable feed.

Event Types

Timeline Features

Export

Export a client’s complete timeline for reporting or records:

• CSV Export — Download all timeline events as a spreadsheet
• PDF Export — Generate a formatted document with the client’s full history

Exports include the client name, event dates, types, titles, and statuses.

CRM Analytics & Insights

The Insights view provides analytics across your entire client base — not just individual profiles.

Overview Cards

4 summary cards at the top of the Insights page:

Top Clients

Rankings of your top 5 clients by completed bookings:

• Ranked with position badges (1st, 2nd, 3rd…)
• Shows client name and total completed appointments
• Recurring clients are marked with a badge
• Helps identify your most valuable clients for VIP treatment

At-Risk Clients

Automatic detection of clients who may need attention:

Detection criteria: Clients with more than 3 bookings AND a cancellation/no-show rate above 30%

For each at-risk client, the system shows:

• Client name
• Cancellation rate percentage
• Number of cancelled bookings
• Number of no-shows

Detailed Statistics

A grid of detailed metrics across your client base:

External Purchases

Track purchases your clients make on other platforms — marketplaces, Hotmart, competitors — to get a complete picture of each client’s spending.

What You Can Track

Revenue Metrics

The External Purchases tab calculates:

Filtering & Export

• Filter by platform — See purchases from a specific platform
• Filter by status — Show only completed, cancelled, etc.
• Export to CSV — Download all external purchase data

Smart Client Detection

When a new booking or order comes in, GoConverso automatically checks for potential duplicate clients using a 3-level matching system.

Matching Levels

Reviewing Pending Matches

When a partial match is detected, it appears in your pending associations queue. For each match, you can:

This prevents duplicate client records while ensuring you don’t accidentally merge two different people.

Client Notes

Add private notes to any client profile. Notes are visible only to you and your staff — clients cannot see them.

Common uses for notes:

• Preferences — “Prefers short haircut, #2 on sides”
• Allergies or conditions — “Allergic to latex gloves”
• Follow-up reminders — “Mentioned interest in teeth whitening”
• Personal details — “Birthday is March 15, likes espresso”

Notes are timestamped and sorted by most recent. You can edit or delete any note after adding it.

Adding Clients Manually

You can add clients who did not book online — for example, walk-in customers or phone inquiries.

Automatic Client Creation

When a new visitor books an appointment through your public website:

1. The system checks if a client with that email already exists
2. If no match is found, a new client record is created automatically
3. If a match is found, the booking is linked to the existing client record
4. The client’s booking counter is incremented
5. The client’s last visit date is updated

This means your client database grows organically as people book with you, without any manual data entry.

Client Import

If you are migrating from another platform, you can import your existing client data in bulk.

Supported Formats

• CSV files — Standard comma-separated values
• Excel files — .xlsx format

Required Columns

Import Process

Loyalty Integration

Each client’s profile tracks their loyalty program status with 4 tiers:

The client profile shows: total points, available points, redeemed points, total purchases, total spent, and tier history (upgrades and downgrades with dates).

See Loyalty Program for full details on configuring tiers, points, and rewards.

Integration with Other Features

Client Management connects with several other GoConverso features:

Plan Comparison

API Reference

See the API Reference for authentication details and full endpoint documentation.

Related