Clients: card, search, blocking and merging
Updated on Thursday 15 October 2026
The admin's Clients section: search, read the client card and its counters, clients who share a WhatsApp, block a number and merge duplicate cards.
Clients, in the admin menu, lists everyone who has booked with your business or whom you’ve added. Each person has a client card: their details, their counters and their booking history.
Cards are created on their own when someone books online or when you enter a booking with a new client. You can also create one by hand with New client.
Who has access
Owner, Admin and Manager. A Professional has no Clients section: they see their clients on their own bookings, with phone and email only if the business allows it. See Roles and permissions matrix.
Finding a client
Type in the search box (“Search by name, email or phone”) and press Enter. It matches:
- first and last name, or part of them;
- email, or part of it;
- WhatsApp number, or part of its digits;
- RUC (tax ID).
The list is sorted alphabetically by first name and paginated. Each row shows the name, email and WhatsApp, and how many bookings the person has. Tap a row to open the card.
The client card
Details and counters
On the left are the initials, name, email, WhatsApp and birthday (if you entered it). If their number is blocked, a Blocked label shows at the top.
Below that, the counters:
| Counter | What it counts |
|---|---|
| Bookings | All their bookings, in any status. |
| Spent | The total of their completed bookings, plus the packages they bought if your business uses packages. |
| Completed | Completed bookings. |
| No-shows | Bookings marked as no-show. Turns red when there’s at least one. |
| Cancelled | Rejected bookings, bookings cancelled by the client and bookings cancelled by the business. Turns red when there’s at least one. |
The counters update on their own whenever a booking’s status changes (including with Correct status) and when a booking moves to another client. See Booking statuses.
Buttons
| Button | What it does |
|---|---|
| Edit | Opens the client’s details. |
| Assign a package | Only with the packages module, for Owner and Admin. |
| Block client / Unblock client | See Blocking a client. |
| Merge with another client | See Merging duplicate cards. |
Notes and history
On the right:
- Notes: whatever you wrote on the card, if anything.
- Referrals & codes: only with the discount codes module, when the client owns a code or was referred.
- The packages they hold or held, if your business uses packages.
- Bookings history: their last 20 bookings, newest first, with services, date, time and status. Tap one to open it.
Packages and discount codes are modules switched on when you ask. See More features.
Editing the details
Edit opens these fields:
| Field | Required |
|---|---|
| First name | Yes |
| Last name | No |
| No | |
| No (with a country picker) | |
| Birthday | No |
| RUC (tax ID) | No |
| Notes | No |
Tap Update to save. Bookings always show the card’s name: fix it here and it’s fixed on every one of their bookings.
The card’s Notes belong to the team: the client never sees them. Use them for what holds across visits. For something about one appointment, use internal booking notes.
New client
New client, above the list, opens the same fields and Create.
Several people on one WhatsApp
One number is often a family’s: a mother books for herself and her children from her own phone. That’s why, to Citauno, a client is their WhatsApp number plus their full name. When a booking arrives, online or entered by the team, this is what happens:
| The booking comes with… | Result |
|---|---|
| The same number and the same first and last name as a card | Goes to that card. |
| The same number and the same first name, with no last name (or the card has none) | Goes to that card: a last name nobody typed doesn’t count as different. |
| The same number and a different name | A new card, for that person. |
| A number you don’t have, but a card’s email and name | Goes to that card (for example, someone who changed numbers). |
| Only the same email, with a different name | A new card: the email alone never decides. |
Names are compared ignoring capitals, accents and extra spaces: “María” and “maria” are the same person. When a booking goes to an existing card, it only fills in the details that were missing.
In practice:
- A typo creates another card. “Umberto” and “Humberto” on the same number are two cards. Join them with Merge. The booking page remembers the people who have booked from that device (“Who is this booking for?”), so clients rarely have to retype their name.
- A block belongs to the number, not to one card: blocking one person blocks everyone who uses that number (see below).
- Packages belong to each person. The mother’s package doesn’t pay for her son’s appointment, even though they share a number.
Blocking a client
For someone you don’t want booking online again (for example, after several no-shows):
- Open their card and tap Block client.
- Optionally, write a Reason (optional).
- Tap Confirm block.
What the block does:
| Where | What happens |
|---|---|
| The online booking page | Refuses the booking, under any name, as a guest or with a Citauno account. The person sees “This account can’t make bookings right now.” |
| The admin’s booking forms | When you pick them, you see “This client (or their WhatsApp number) is blocked by the business: (reason)”. To book them anyway, tick Book anyway (recorded on the booking). The exception is written to the booking’s History. |
The professional’s calendar (/p) |
The professional sees the warning, without the reason, and can’t book them. |
| Bookings they already had | Aren’t cancelled. |
The block applies to the WhatsApp number: every card with that number is blocked, and each one says so (“Their WhatsApp number is blocked on …’s card.”). If the card has no number, the block stays on that card only.
To lift it, tap Unblock client on any card with that number. As the card says, “Unblocking frees the number for every card that uses it.”
Merging duplicate cards
When the same person ended up with two cards:
- Open the card you want to keep.
- Tap Merge with another client.
- In Merge client, find the other card by name, phone or email (at least 2 letters) and pick it. It shows next to Selected:.
- Tap Merge.
What merging does:
- Every booking on the other card moves to the one you keep, along with its packages, discount codes and notification log.
- Details the kept card already has stay. The other card only fills the gaps: last name, email, WhatsApp, birthday, notes and RUC.
- If the other card was blocked, the card you keep becomes blocked.
- The counters are recalculated from all the bookings together.
- The other card disappears. It can’t be undone.
If the other card has a Citauno account, you see the warning “This client has an active Citauno account”, and Merge only becomes available once you tick “I understand the risk and want to merge anyway”. The account isn’t deleted; if the card you keep had no account, it becomes linked to that one.
If both cards have different Citauno accounts, the merge doesn’t happen: “Can’t merge: both clients have their own Citauno account…”. Keep both cards.
Common problems
| Symptom | Cause | Fix |
|---|---|---|
| One person has two cards | The name was typed differently, or you added them with New client without searching | Merge them |
| Two siblings on the same number have separate cards | That’s by design: a client is number + full name | Nothing to do |
| A card says Blocked and you never blocked it | Another card with the same number is blocked | If you want to free it, tap Unblock client: it frees the whole number |
| A blocked client has a new booking | Someone on the team entered it with Book anyway ticked | Check the booking’s History: it says who and when |
| I can’t find how to delete a duplicate card | There’s no button to delete cards | Merge it into the right card |
| It won’t let me merge | Both cards have their own Citauno account | Keep both cards |