Client profile

Selecting View details on any contact opens its profile, the single page that holds everything DMLY knows about that person: their conversation history, their channels, their tags and notes, and, once they are a Client, their invoices, payments, credits and appointments. The page is a set of tabs. In order: Overview, Appointments, Finance, Profile, Activity, Notes, Files & letters and Linked. Finance carries the money metrics, the records ledger and the client actions, and it only appears once the contact’s lifecycle stage is Client. On a lead none of it is shown, and none of it is even calculated, so a lead sees seven tabs and a client sees eight. For a client, Profile is labelled Client profile. Prefer to watch first? This walkthrough covers the profile page and its tabs, including the money side once a contact is a Client.

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What every contact profile shows

The header carries the name, the handle, the platform badge and the lifecycle badge, with four metrics underneath. A client, or any contact with a booking, gets Lifetime value, Appointments, Amount due and Next visit. Everyone else gets these four: The tabs hold the rest:

• Conversation summary (Overview): the Last inbound message they sent, or No messages from this contact yet.
• Profile card (Overview): Contact ID, Email, Phone, Gender, Language, Timezone, Birthday, Opt-in through, Source, Subscribed. Empty rows are hidden, so a sparse contact shows a short list.
• Flow answers (Profile tab, when there are any): the question, the answer and the date, for each answer captured by your flows.
• Activity timeline (Activity tab): what has happened to this contact over time.
• Channels: every identity this person has, with the Primary one marked. One profile, many channels — replies, history and CRM data are shared.
• Internal notes (Notes tab): private to your team; the contact never sees them.

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Message the contact

The message button is channel-aware and never lies to you. If you have WhatsApp connected and this person has a phone number (or reached you on WhatsApp in the first place), you get Message on WhatsApp. Otherwise it offers their own platform: Telegram, Instagram and so on. If neither works, the button is disabled and tells you why: Connect a WhatsApp number to message this contact on WhatsApp, or Add a phone number to message this contact on WhatsApp.

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Pause the bot for one person

Select the Bot active button in the header to hand this conversation to a human. It then reads Bot paused, and quick automations, sequences and booking reminders all skip this contact; your team’s manual replies still go out normally. Select it again to resume. This is a per-contact switch and is separate from blocking or unsubscribing, which are set elsewhere. See Data and privacy.

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Tags, stage and custom fields

• Add tag edits tags inline. Type a new name and press enter to create it. See Tags and segments.
• Pipeline stage moves the contact along your CRM pipeline, the same axis you drag on the Pipeline view.
• Custom fields, on the Profile tab, is a Field name / Value list with an Add field button. Values you store here are targetable: a segment’s Conditions builder has a Custom field rule, and a segment is what a broadcast points at. See Custom fields.

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Merge duplicates

If another contact in the workspace shares this person’s phone number or email address, a three-dot (⋮) button appears in the profile header, to the right of Book appointment and the bot-status button; hovering it shows Possible duplicates. Open it and you get the line These contacts share a phone or email with <contact name>. Merge to combine their channels, history and tags into one profile., then a row per candidate. Select the duplicate’s name to start the merge. If they share neither, which is normal for a Facebook or Instagram contact, the button doesn’t appear at all and you merge the pair from the Contacts list instead: tick exactly two rows and select Merge on the bulk bar. See When one person becomes two contacts. A merge never drops a protection. If either side had opted out, the surviving contact stays opted out; if either side was blocked, the survivor stays blocked; if either side had declined WhatsApp calls on a number, the survivor stays declined on it; and if either side was a Client, the survivor stays a Client. See When one person becomes two contacts for the full list.

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Convert a lead to a client

Select Convert to client. DMLY asks you to confirm, creates the client’s finance record, writes a line to the timeline and can trigger an automation. You often will not need this button. Raising an invoice, creating an order, recording a payment or starting a subscription converts a lead to a Client automatically, and those paths never ask for a phone number first. Mark as lead moves someone back. It only works while they are clean: if the contact has a confirmed or completed booking, a successful payment, a paid or fulfilled order, or store orders on file, DMLY blocks it: This client has billing or booking records and can’t be moved back to a lead. Downgrading never deletes anything; it only changes the stage, and the billing history stays on file.

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The client half

The current stage is a Lifecycle badge in the profile header, next to Convert to client or Mark as lead. The conversion date shows in the header as Client since and a date, and as a Client since row on the Overview’s Profile card. Nothing names who did it. For that, open the Activity tab: converting a lead adds an Internal note added entry reading Converted to client, timed like every other line on the timeline. Once the contact is a Client, four money tiles appear above the records tabs, and a fifth joins them once this client has tipped: Tips collected is hidden until that figure is above zero, so most clients show four tiles and not five. See Collect a tip at checkout. Amount due and Lifetime value are stored totals on the client record, not live sums of the ledgers, so they can lag the records beside them for a moment. The header tiles read the same stored totals, so the two places agree.

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The records tabs

Seven tabs sit below, opening on Invoices: Invoices · Orders · Payments · Statements · Subscriptions · Credits · Loyalty Bookings and classes are not here. They are on the separate Appointments tab, which filters by All, Upcoming, Past and Classes. An empty tab reads No records yet.

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Client actions

Five actions sit above the records tabs. Two jump you into the right screen with this client already selected: Three open a modal and write straight from here: All five actions need the client-management permission. If your role doesn’t have it, they do not appear. See Roles and permissions.

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Billing details

Open the Client profile tab to set what invoices and statements need: Company name, Billing name, Billing email, Billing phone, Tax ID, Default currency and Payment terms. Below them are the client’s details (preferred name, ID number, marital status, referral source, primary staff member), an emergency contact, addresses and notes, followed by custom fields and flow answers.

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Delete a contact

Deleting a contact is done from the contacts list, not this page: open the ⋯ menu on the contact’s row and choose Delete (it needs the contact-delete permission). It removes the person and everything hanging off them: their channels, their entire message history, their notes and their client record, and the commercial history on this page as well, the invoices, payments, orders, subscriptions and appointments. The contact isn’t gone at once. It moves to Contacts → Recently deleted for 30 days, where Restore brings back the person and their records. Attachments and documents are removed at the time and cannot be restored. Delete permanently there destroys the last copy.