Clients and messages
Manage customer records
Add existing customers from phone calls or other channels, update contact details, and review appointment history.
For: Staff with customer-record access
Find a customer
- Select Patients or Clients in the dashboard. The label follows the business category.
- Search by name, email address, or phone number.
- Open the customer to see contact details and appointment history.
- Update contact details if your role allows it. Two people in the same household can share one email address when their first and last names are different.
Add an existing patient or client
Owners, administrators, and office admins can add people who already use the business but have not booked through DiaryCare, such as patients who book by phone.
- Open Patients or Clients and search first to check whether the person already has a record.
- Select Add patient or Add client, then enter their full name and any email address or phone number you have.
- Select Save patient or Save client. If a matching record is found, select Review existing patient or Review existing client to check it.
- After saving, the record opens. Select Book appointment to start a staff booking with that person already selected.
Good to know: Adding a record sends no message and creates no appointment. To keep online appointments on the same record, the person should use their saved name and email address. A previous DiaryCare appointment is not required. Without an email address, staff can still book from the record. Practitioners cannot add standalone records and see the person after an appointment is assigned to their diary.
Possible duplicate records
DiaryCare flags records that may belong to the same person. Select Review and reconcile beside a flagged client, compare the details carefully, and only merge when you are sure. A shared household email is not a match on its own; the full names must also be the same. Names or phone numbers alone are not used as a match.
Good to know: Osteopathy and physiotherapy businesses see Patients; barbershops and salons see Clients. A provider normally sees customers who have an appointment in their diary. An owner can allow wider read-only history in Booking rules.
Couldn’t find the answer?
Email contact@diarycare.co.uk and tell us which step you reached.
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