Open any booking in the diary and press Message. The conversation opens pinned to that booking, with quick replies for the things a shop says a dozen times a day ("Running about 10 minutes late", "See you soon", "Bring your card") and a box for anything else.
The customer sees your message on their booking page and gets one email with the text and a Reply link. That link opens their own page: their next booking with a cancel and pay button, any package they hold with the balance, their progress from your visit records if you choose to share it (Your shop, Keeping customers, "Show visit records to customers" - the note you write stays private either way), and the conversation. No login: the link is theirs, like the booking page. Their replies, and their own quick replies ("On my way", "Running a bit late"), appear in your inbox under Messages, live on the screen and with an unread count on your phone's tab bar. You get an email nudge too, which you can switch off under Your shop, Keeping customers.
Aftercare or what to bring goes the same way, as a message on the booking: the customer sees it on their page and gets the email. Private notes never leave your diary: each one is a dated entry on the customer's profile (press their name on any booking, then Notes), alongside their bookings, spend, no-shows and your conversation. Moving from Cliniko? Its treatment notes come across as private notes too: on Import customers, choose Cliniko from the list, import your clients, then choose the Treatment notes export (Settings, Data exports in Cliniko), and each note lands on the right profile dated on the visit, reading as you wrote it, with the questions you left blank left out. Your Cliniko appointments come too: in the Appointments step, choose the Attendees export (and Calendar events for your blocked-out times), pick which of your services each Cliniko appointment type is, and upcoming bookings go into your diary with reminders while past ones become each client's visit history. No confirmations go out, so switch Cliniko's reminders off. Running the same files twice adds nothing twice.
Visit records are the structured version: after a visit, the booking's card offers "Record this visit" with fields for your trade (a trainer's weight and personal best, a colourist's formula and processing time, a groomer's blade length, a clinic's pain score). Trades that log lists get a table too: a trainer's exercises with sets, reps and weight, a garage's parts, a salon's products, a tutor's topics, with Copy last time so only the numbers change. The profile shows the latest figures and how they moved since last time, a best per exercise for trainers, and every visit on the timeline. The fields are yours to change under Your shop, Visit records: rename, reorder, add or remove them (a number with a unit, text, yes or no, a pick list or a table of rows), switch Customer can see it off for one that stays with you, and switch Customer fills this in on for one they type themselves on their own page, on their latest visit until the next one. What they type lands on the record stamped with their name, and you never type it for them. A Photos field holds up to four pictures a visit, added in the app from the phone's photos or on the website from a file, shown on the diary card and the profile and, when you let them see it, on the customer's page; hair, beauty, grooming, tattoo, motor and home trades start with one. Every trade starts with its own set, and Start again puts it back. On every plan.
Messages are on from the start for trades that live by them (trainers, instructors, clinics, studios, home trades) and off for others; switch either way at the top of the Messages page. Off hides the inbox and the doors; nothing is deleted. Messages are included on every plan.