Xola's CRM

The Contacts tab under the Customers tab is where you'll go to update your customer contact information, view reservation history, add customer notes, delete credit cards on file, and view Xola waivers. Here you can also export a .CSV spreadsheet of your customer records for use in other programs like MailChimp or Constant Contact.

What's covered in this article:

View and edit Customer information

Navigate to Customers > Contacts and search for your customer by name or email. If you're in another tab you can always click on a customer's blue highlighted name to be taken into their record.


Customer Record Types

Xola creates customer records for a reservation's Organizer and any non-organizers. If a customer makes a reservation with more than one person in the group, Xola may collect non-organizer information via questionnaire responses, waiver submissions, or additions to split-pay bookings. This information can be viewed on both the Purchase and the Contact pages.

  • The Organizer is the customer whose information is initially entered for the booking.
  • When someone joins a booking by signing a waiver or joining a split payment, these customer records will not be specified as an Organizer.
  • Waitlisted customer records will show with the tag "Waitlist Only". If they are invited to book and complete the reservation, the customer record will no longer be tagged as waitlisted.

Organizer vs Non-Organizer Example:

In this example, Madison Martines and Jolene Fisk are participating in the same booking that utilized Split Payment. Madison originally booked the experience and is logged as the Organizer. Madison forwarded the Split Payment email to Jolene, and when Jolene filled it out, her information was entered as a customer record, but not as an Organizer:


Click here for more information on Split Payment. 

Customer Record Fields

  • Lifetime Value: A customer's lifetime value will appear beneath their name. Here you can see:
    • How much this customer has spent with your business
    • How many guests they have booked
    • How many coupons they have redeemed
  • Edit Primary Contact Info: Click the Edit Contact Info button to edit the customer name, email, or phone number.
  • Credit Cards: Here you can view and delete any card(s) on file for a customer. Click the trashcan icon to delete a saved card. Xola logs which user deletes a card in Customer Notes. 
  • Customer Notes: Customer notes will appear in this field and will also export in the .CSV file. These are not customer-facing notes. You can add a note using the Add Note button.
  • Timeline: The Timeline contains all purchase events and waivers signed by a customer. Click any reservation, gift, or store credit to view it in the Purchases tab. You can also download a signed waiver using the download button.

edit_CRM_record_gif.gif Tip: You can rebook this customer from their customer profile by selecting the Purchase Button (more on rebooking customers here).

Merging Customer records

If you edit a customer's email address and it is the same as another customer record in Xola, it will ask you if you would like to merge the records together. You'll have the option to choose which name and phone number you would like to keep or change those fields to something new. You can also opt to apply the merged customer details to past purchases.



Deleting Customers' cards on file

From Customers > Contacts you can delete the card on file for a customer if you have Administrator or Reservationist permission levels in Xola. 

Click the trashcan icon to delete a saved card. When a card is deleted, you can still refund it, but you cannot charge the card without re-entering the information. 

Xola will automatically record which user deletes a card on file in the Customer Notes section of the customer record. If you don't see this immediately, try refreshing your page.



Export Customer information to a spreadsheet

Export your customer database to a spreadsheet for use outside of Xola. This might be handy if you want to use past guests' contact info to power a marketing campaign. 

  1. Navigate to Customers > Contacts
  2. Select the Export Customers Button: Located on the right side of the page. Your customer list will appear in your downloads as a .xlsx file. 


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