# Client records: find someone and book again

Updated: October 31, 2026 · https://kyuko.me/en/features/clients/

> **In short.** Kyuko keeps selected form fields and visit history in client records. Staff find a person by name or number and book or add a ticket using a prefilled form. Internal fields are visible only to staff. Client records are on «Business» and «Network».

## How a record is created

1. **Select fields.** Enable Save in client record for details worth keeping, such as name, phone or vehicle registration. It is on by default for first name, surname, patronymic, phone and email.
2. **Choose identification fields.** Owners and managers choose 1–3 fields that together identify a person. Matching values refer to the same record.
3. **The visitor joins or books.** After a ticket or booking, the service finds or creates a record using the key and copies selected answers. No extra visitor action is needed.
4. **The record updates.** New values replace old ones; blanks erase nothing. Earlier visits are added in the background after key selection if the person accepted rules that already describe client records and while their answers remain available (30 days).

## The identification key

**Key examples**

| Business | Key |
| --- | --- |
| Beauty salon | Phone and first name |
| Fleet tyre service | Vehicle registration |
| Clinic | Phone and date of birth |
| Club | Membership number |

- Keys can use any field saved in client records except checkboxes, multiline text, multiple-choice lists and internal fields.
- Case, spaces, hyphens and visually identical Latin/Cyrillic letters are normalised: differently formatted registration numbers can match. Email and number fields are compared exactly.
- Visitors are not forced to complete a key field; without it the visit stays outside the records. Staff must fill the key fields the queue form asks for when creating a new client.

## Record contents

- **Data:** Selected fields with update dates; identification fields are marked Key. The latest visit or staff edit supplies the value.
- **Internal fields:** A separate internal group is completed only by staff and hidden from visitors.
- **Visits:** Newest visits first: date, queue, ticket or booking and result — served, no-show, cancelled or ongoing.
- **Counts:** Total visits and no-shows.
- **Consent and expiry:** Agreement to service rules and automatic deletion date.

## Internal fields: staff only

Mark a client field Staff only. It lives in the record, never appears in visitor ticket or booking forms and cannot be a key. For example, reception can enter a patient-record number without asking the visitor.

- Internal fields always save to the record; this cannot be disabled.
- Staff fill them in the record or under Internal · staff only in phone-booking and manual-ticket dialogs. They cannot be required fields.
- Internal values appear beside bookings for staff with access to client records.
- Built-in phone or email, key fields and fields in active queue forms cannot become internal. Creating internal fields requires a client-records plan.

## Search

- Search from 3 characters, including inside a word or phone number.
- Multiple terms must appear in the same record: a name and phone fragment find only records containing both.
- Search all fields or one field, such as vehicle registration.

## Actions on a record

- **Book:** Choose queue, day and time with a prefilled form. A confirmation email is sent if an address is available.
- **Add to queue:** Create a manual ticket with record data when the person is on site.
- **Edit:** Correct fields such as a vehicle registration.
- **Merge:** Combine duplicate records, such as a misspelled name. Visits and counts move together and blank fields are filled.
- **Delete:** The record disappears immediately. Tickets and bookings stay; their form answers still delete after 30 days.

Phone booking and manual-ticket dialogs also search client records from 3 characters and prefill the form. New person keeps it empty. See [Time booking](https://kyuko.me/en/queues/booking/).

## What visitors see

- The browser suggests name, phone and email as in other forms.
- Queue forms remember selected answers on this device. Remember my data on this device is checked by default, beside Forget saved data. On a new device, visitors re-enter data and the record updates by its key.
- Entering a name or phone never retrieves stored record data for visitors, preventing access to others’ data by guessing a phone number.
- Visitor rules explain client records, retention and deletion requests. See [Walk-in QR queues](https://kyuko.me/en/queues/live/) for joining.

## Retention and deletion

- Records delete automatically 24 months after the last ticket or booking, including future or cancelled bookings.
- Managers delete a record immediately at the person’s request.
- Deletion, merging and key changes log who acted and when, without client details. Record views are not logged.
- Only organisation staff see records, not screens, notifications or analytics.
- See the [Privacy policy](https://kyuko.me/en/privacy/).

## Permissions

**Client-record permissions**

| Role | Permissions |
| --- | --- |
| Operator | Search, view, edit, book and add to queues |
| Owner and manager | All of the above, plus deletion, merging, key selection, client-field configuration and change logs |

> **Note.** Kyuko support cannot see client records, even during support sessions.

## Client records and plans

Client records are on «Business» and «Network», not Free. See [Pricing](https://kyuko.me/en/pricing/).

> **Note.** After a downgrade, records are neither created nor updated. Existing records remain searchable, viewable, mergeable and deletable until their retention expires.

## What client records do not include

- CRM functions such as campaigns, notes and tags.
- Birthday reminders or long-absence reminders.
- Client import or file export.
- Phone-based data retrieval verified by SMS codes.
- New-versus-returning client analytics.

## Frequently asked questions

### Where does record data come from?

Only queue-form fields marked Save in client record are copied on joining or booking. Staff can edit values; only staff enter internal fields.

### What if a visitor leaves a key field blank?

The visit stays outside the records. You decide which form fields are required. The editor warns that clients cannot be recognised without a key.

### Can visitors see internal fields?

No. Staff-only fields are absent from visitor forms. Staff fill them in records or phone-booking and manual-ticket dialogs.

### Can I book from a client record?

Yes. Book opens queue, day and time selection with a prefilled form. Add to queue creates a manual ticket. See [Time booking](https://kyuko.me/en/queues/booking/).

### How long are client data kept?

24 months after the last visit or booking. Managers delete immediately on request.

### Who can see client records?

Organisation owners, managers and operators. Only owners and managers delete or merge. Kyuko support cannot see records.

### Are client records included in Free?

No, only on «Business» and «Network». After downgrade, existing records remain viewable and deletable but no new ones are created.

### Can client records replace a CRM?

No. They remember form data and visits so you can find someone and book again. They do not provide campaigns, notes, tags or loyalty programmes.

## See also

- [Time booking](https://kyuko.me/en/queues/booking/)
- [Walk-in queue](https://kyuko.me/en/queues/live/)
- [Salons and barbershops](https://kyuko.me/en/for/beauty/)
- [Car repair and tyre fitting](https://kyuko.me/en/for/auto-service/)
- [Pricing](https://kyuko.me/en/pricing/)