Creation / Deletion
Add a new customer
From POS
Click Home > Point of Sale > click the plus sign > fill in the prompts and create.
From Customer List
From Customers > Customer List > click New Customer
Delete a customer
In the left hand nav, click Customers > Customer list > choose a customer > from their profile, click Actions > Delete customer
Customer Info
Custom info fields
Custom fields allow you to:
collect important information about your customers like existing injuries.
ask your customers questions at checkout to obtain this info, and;
choose to make the answers optional or required.
make a customer's answer a 'badge' which shows next to their name on a class roster. (eg. 'injury')
To get started, click Customers > Custom info Fields > Add field.
Next,
Name your field
Choose what kind of data to collect (like dates, numbers or text) with 'field type',
Decide whether it will be turned into a customer badge
And choose whether to prompt your staff for this info when they create a new customer
Birthdays
Collect customers' birthdays in checkouts with the flip of a switch from General Settings.
This can prove useful later if you'd like to:
Restrict booking of a class by age (ie. must be older than 18, or younger than 10)
View that it's someones birthday on a class roster
Message customers born before, after, or between dates
Use birthdays in Marketing Sequences to auto-message your customers
Note: If you already have Sequences set up to use birthdays as custom fields, we're updating your Sequences for you, so there's no action required on your end.
How do I toggle this on?
From Settings > General Setup > scroll to 'Collect customer birthdays.' A customer that enters their birthday once will not be prompted again.
View a customer's birthday
Birthdays (and ages) will show in a customer's profile just below their name. On a class Roster, if it's someone's birthday the teacher will see the date listed next to their name.
Message by birthday ranges or exact dates
(ie. Show me everyone born before (or after) a certain year).
In the Customer List, Customer Segmentation, toggle on filter by 'customer birthday' > set parameters > apply filter and save.
Restrict class booking by age
Edit a class template (Classes > Class Templates) or individual class (Classes > Schedule > use the dropdown menu to the right to click Edit.)
Scroll to Restrict who is eligible to book and when > toggle on 'Restrict booking to customers of specific ages' > set the minimum required age and, if needed, the maximum age.
View a customers total visits
Visits are defined as being checked in. So, if a customer registers for a class or appointment but doesn't show, this will not count toward their total visits. If they are checked in to either a class or an appointment, they're visit tally will go up.
You can find the total visit count for a customer from their customer profile, just below their name.
For reports that give high level views of customer visits, click Analytics > Reports > scroll to Customers.
Check a customer's class activity by membership
Locate a customer using Customers > Customer List > open their profile > click Activity > History.
Long time customer's can have long histories to sort through. If you're looking for a specific item within their history, you can narrow your search using the blue filters button.
Edit a customer's contact info or custom info fields
You can edit a customer's custom info fields for them by clicking Customers > Customer List > locating the customer and clicking their name. Then click the pencil icon above their name.
To edit or add new custom fields, click Manage custom fields.
Notes and SOAP Notes
Notes (Regular)
Notes help you track your customer's progress. They can be created from a customer's profile under the notes tab or even from a class roster -- just click the drop down next to their name.
To add one from a customer's profile click Customers > Customer List > Search for customer & click their name > from their profile, click Notes > Add note.
If you've chosen to add a regular note, you can assign it to a specific purchase by choosing a category, then using the dropdown menu. Or, to leave a stand alone note, use the 'Nothing' category.
Soap Notes
SOAP Notes allow you to track important customer-specific information without compromising privacy. They can be tied to Appointment reservations or Classes.
Add a SOAP note
From a class, click the three dots next to a customer from the class roster page > Add SOAP note to customer.
From an appointment's details page, click the dropdown next to the customer's name > click Add SOAP note.
Afterward, notes will appear on the Notes tab in the customer's profile for reference under.
Membership changes
Edit a customer's membership renewal date, pricing for upcoming renewal periods, or the renewals left
Click Customers > Customer List > Locate the customer and click their name > from their profile > under Active Subscriptions, click the three dots to the right of the subscription > click Edit.
Important: after making changes scroll to the bottom of the menu to save.
Merging Customers
Merge one customer into another
Merging one customer account into another will:
add any existing credits/subscriptions from the old account to the new one
leave any credits or subscriptions that already exist in the new account untouched
remove the old account from existence in your CRM (this is permanent)
To do this, click Customers > Customer List > locate the new account's email (the one you'd like to keep) and copy it.
Now open the old account > edit the customer's contact info using the pencil icon up top > paste the new email into the field where old one is currently listed and Save.
I accidentally merged two customers
Can I unmerge them? What are next steps?
Unfortunately, unmerging two customers cannot be done. Here are some important things to consider in restoring both accounts as best you can.
Clean up merged credit card info
If the missing customer had a credit card on file, its now been added into the remaining customer's account. You can remove this credit card info from the customer's profile using the Actions dropdown in the top right > then click 'Edit card on file.'
If you're unsure which card belongs to which customer, it might be safer to delete both, then ask each customer to re-add their card info.
Remove merged Subscriptions / Packs / Credits
Did the missing customer have packs /credits / subscriptions that were merged into the other customer's?
Lets remove these first. Navigate to the existing customers account and delete these as needed. Under Active Subscriptions / Packs click the dropdown to the right of those you need to remove and click 'void purchase.'
Re-add the missing customer
You can do this from Customer List > New Customer.
Add credits / packs / subscriptions back to the new customer
Add these back using free (since the customer has already paid for them).
In the sale, make sure to uncheck the 'send email' notification so as not to confuse the customer. If you've just added back a pack or credit, you're done.
If its a subscription you're adding back, after the sale, you'll want to make sure you edit the renewal schedule going forward so that it doesn't charge zero every renewal.
After the sale is complete using the 'free' option, navigate to the customer's profile > under Active Subscriptions > click the dropdown menu to the right of the subscription > click edit > change the renewal price here to what it should charge next month or fortnight. If the scheduled renewal date needs to be changed, you can also do that from this page. Don't forget to scroll to the bottom to save your changes.
Intake Forms Setup & FAQs
What are Intake forms?
Intake Forms let you create multiple custom forms to collect important information from their customers. Forms can be sent to customers in different ways, making it easy to gather the right data at the right time.
You can add various types of fields to each form, including text inputs, drop-downs, checkboxes, and more. Additionally they can require customer’s signature if needed.
Each form can be filled out by the same customer multiple times, giving you flexibility to collect fresh information whenever necessary. Intake Forms help you stay organized and better prepared.
Intake forms are implemented as additional app that has to be activated in settings first.
For a quick video on how to use intake forms to track progress, click here.
Creating an Intake Form
To create a new Intake Form, navigate to Customers → Intake Forms and click the Add Intake Form button. On this page, you can set up the entire form by filling out:
Name – the title of the form
Description – additional information or instructions for customers
Description Visibility – choose if the description should be shown to customers
Customer Signature Requirement – decide if a signature is required to submit the form
Intake Form Fields – add and configure the fields customers will fill out
You can insert a new Intake Form field by clicking the Add Field button. Once added, each field can be:
Expanded to reveal and edit its settings.
Deleted if no longer needed.
Moved by dragging and dropping to reorder the form.
There are multiple types of Intake Form fields available. Each type has slightly different configuration options:
Text – short single-line input for things like names or short answers
Long-form Text – multi-line input, perfect for detailed responses or comments
Single-value Select – dropdown where customers can pick one option from a list
Multi-value Select – dropdown or checkbox group where customers can pick multiple options
Date – calendar picker for selecting a specific date
Image Upload – allows customers to upload an image
PDF Upload – allows customers to upload a PDF document
Some Intake Form fields can be marked as Trackables. You can find more information about Trackables in the section below.
Mapping Fields to Customer Fields
When creating or editing an Intake Form, each field can also be mapped to a Customer Field.
This means that when a customer submits the form, the submitted value will automatically be saved to their customer profile. Mapped values can then be viewed in various places, like the Customer Detail page, making important information easy to find without opening each form submission.
Field mapping is optional - if a field isn't mapped, its data will only live inside the Intake Form submissions.
This feature helps you keep customer profiles updated automatically and reduces manual data entry.
Managing existing Intake Forms
All created Intake Forms are listed under Customers → Intake Forms. On this page, you can quickly see:
Form Name
Number of Submissions
You can also perform several actions:
Show Form Detail – view the form setup and submitted entries
Edit Existing Form – update the form settings and fields
Duplicate Existing Form – create a copy of the form
Delete Existing Form – permanently remove the form
Editing an Intake Form
Editing an existing Intake Form works the same way as creating one. You can update the name, description, visibility, signature requirement, and field settings.
However, you cannot change the field type of existing field. If you need a different field type, you’ll have to delete the old field and add a new one.
Duplicating an Intake Form
To save time, you can also duplicate an existing Intake Form. This creates a copy with all the same settings and fields, which you can then adjust as needed without starting from scratch.
Intake Form Detail Page
Clicking on a form in the list opens the Intake Form Detail Page. Here you can view basic information:
Intake Form Link – opens the Intake Form filling page
Form Description – the text shown to customers (if visible)
Signature Requirement – whether a customer signature is required
List of Submissions – all completed entries for this form
You can also perform several actions:
Edit the form
Send the form to a customer manually
Get Embed Code to add the form to your website
Delete the form
View Submission Detail – see customer responses individually
When you click on a specific submission from the list, a submission detail dialog opens.
In this dialog, you can:
View all answers submitted by the customer
Generate a PDF file with all the responses, which you can download or print if needed
See basic information such as the submission date and time
Sending Intake Forms to Customers
There are several ways to deliver Intake Forms to customers:
Embed into Website – Intake Form can be embed into website using a provided code snippet. Basic colors (like background and button colors) can be configured to better match site’s branding.
To obtain the embeddable code:
Navigate to Customers → Intake Forms
Select the Intake Form you want to embed
Click Actions → Embed on Website
You can then copy the generated iframe code and paste it into your website.
To customize Intake Form branding:
Navigate to Customers → Intake Forms
Click the ⋮ (three dots) button and select Settings
On the branding settings page, you can customize:
Background Color – sets the background color behind the form content
Primary Color – used for buttons and interactive elements
Title Color – changes the color of the form’s text
Send On Demand – Host can manually send an Intake Form to a customer through the messaging system. Perfect for one-off requests or follow-ups.
Attach to Appointment Services – Host can link an Intake Form to a specific appointment service. Host can also control when the form is sent:
First-time only – sent only when the customer books the service for the first time.
Every time – sent each time the service is booked.
Submit a form on behalf of a customer
Note: This requires the appointment service to have an associated intake form. (You can assign a form to a service by editing the service and scrolling to 'Intake Forms.')
Submitting a form for a customer can be done by clicking on an appointment > clicking Intake Form.
Next to 'Submit now', click Start & fill in the prompts.
Where Intake Form Data Appears
Intake Form data can show up in several places across the app to make it easy for hosts to access important information:
Customer Detail Page
Submissions Tab – shows all completed Intake Forms for the customer
Mapped Values – displays mapped field values directly in the customer profile
Progress Tracking Tab – visualizes Trackable fields over time
Appointment Bookings
If an Intake Form is mapped to a service, the form info can be viewed directly inside the appointment booking detail
Email Templates Settings
Hosts can customize email templates to automatically include links or references to Intake Forms, making it easier for customers to fill them out at the right moment.
Email templates can be configured in Settings → Email Templates
Trackables
Some fields (depending on their type) can be marked as Trackable. When a field is marked this way, it's progress over time will appear within Progress Tracking tab on customer's profile.
Progress Tracking visualises customer data over time - showing trends, improvements, or other changes. Hosts can access this data in the Customer detail → Progress tracking page, where results are displayed in an easy-to-read format like timelines, charts or galleries.
Trackable fields help hosts monitor customer goals, milestones, or any measurable data points in one place.
Creating a Trackable Field
To create a trackable field, navigate to the Intake Form create page or edit page (see above). Add a new field or edit an existing field. You can then:
Mark the field as Trackable
Select a Unit (e.g., meters, kg, minutes) to give context to the value.
Select an Evaluation Type
Higher is better (e.g., weight lifted, score achieved)
Lower is better (e.g., time taken, error count)
Once saved, this field’s data will start appearing in the Customer Progress page whenever customers submit the form.
Not all field types support tracking, units, or evaluation types. The table below shows which field types can be marked as trackable, whether they support units and evaluation types, and how the data is displayed in Progress Tracking:
Field type | Can be trackable | Supports units | Supports evaluation type | Data presentation |
Text |
| - | - | - |
Long-form text |
| - | - | - |
Number |
|
|
| Line chart |
Single-value dropdown |
|
|
| Timeline |
Multi-value dropdown |
|
|
| Timeline |
Date |
| - | - | - |
Image upload |
|
|
| Time based gallery |
PDF upload |
| - | - | - |
Customer Progress
This video covers how to set up an intake form and track progress.
Progress can be viewed from the Progress Tracking tab on a customer's profile.
Images are shown in a time-based gallery. Images are ordered by submission date, allowing hosts to see visual progress side by side.
Customize your intake forms
To customize the way an intake form looks, click Customers > Intake Forms > Settings.
Make adjustments and save.
Note: to test out the results, open a new tab and navigate to Customers > Intake Forms > click any form and click the link at the top of the form.
As you make changes in the Settings menu, refresh the intake form in the other tab to see these changes.
What can I attach intake forms to?
To individual Appointment Services
Customers that book these services are prompted to fill in the info you're asking for.
To your website as an iframe
This is a bit of code you can copy and paste onto your website builder.
Where can my staff find the info a customer submits?
If an appointment service has a form attached to it, the assigned instructor will be able to view the customer's responses on the appointments details. Click Appointments > Schedule > locate the appointment and click it to view any responses.
Setup
How to add a custom field, & create a form, pipe form responses to that custom field
Create your Custom Info Fields first (from Customers > Custom Info Fields).
Afterward, create an Intake Form (click Customers > Intake Forms), you'll see an opportunity to:
add a field for the intake form (you can add multiple)
pipe the answer for each question to a custom Info field of your choice
Make sure to save the forms changes when your done.
How do I assign an intake form to an Appointment Service?
Click Appointments > Services > edit a service scroll to the bottom.
Just above Additional Settings you'll see a place to:
add an associated intake form; and
choose whether customers need to fill it out every time they book, or just on their first booking
Customization
Can I customize the way the form looks?
Yes, from the Intake Forms page, use the dropdown menu in the top right.
You'll be able to set the colors for all your forms at once.
Where can I preview these changes?
Click Intake Forms > select any form > click this link
How do I add a form to my website?
Click Customers > Intake Forms > click on a form > click Actions > Embed on website > copy the code in the pop up and paste into your website builder on the page where it needs to live.
Customer Experience
Where will customers be prompted to fill out the form?
If they're not filling out on your site (see last question above), they'll be receiving an email after they book an appointment. As soon as they (or you) book them for the specific appointment service that you've assigned the form to, they'll receive an email that reads like this.
Can I edit this email?
Yes, from Studio Setup > Transactional Templates > search for 'Intake'. The template is called 'Intake form fill request'.
Where can I preview the customer experience?
You can send a test email from the page transactional template page mentioned in the answer above. But this email won't contain the link, or a customer name.
To see an email with a real name and a working link, try booking a test customer from the appointment board where the Appointment Service is assigned. This will result in an email with a link to fill out the form.
Clicking on the link will land you here.
Staff Experience
What do my staff see?
As a staff member, if you click the appointment details, you'll see this yellow 'Intake form' text. This indicates the form has been sent but has not yet been filled out.
Once a customer has filled out the form, this text turns purple and you can view the responses by clicking the button.
Are intake forms saved in customer profiles?
They are. You can access them by navigating to a customer's profile and clicking this caret. Select 'Intake forms' to view all previously added intake forms.
Where else can I view submissions?
Click any form (from Customers > Intake forms) and you'll see its submissions at the bottom.
There's also a Custom Fields Report (under Analytics > Reports) that may be of interest, especially if you are piping your customers answers into specific Custom Info Fields. Just search for Custom Fields to find it.
Each customer profile also has a section just below their credits that includes any custom info fields they've filled out.
