Person Profile Drawer

What this page is for

The profile drawer is the operational control center for one person. It should answer: who is this person, what have we sold, what is due, what is booked, what has happened, and what should staff do next.

Who should use it

All operating staff

Where to find it

Open profile from People, Opportunity, Trial, POS, Schedule, Inbox

Before you start

• Person Profile tab map covers Overview, Activity Feed, Booking, Subscriptions, Transactions, Trial, Task, Check-in, and Forms.
• Use profile details for identity corrections only. Sales work belongs in opportunity/tasks; money belongs in POS/transactions.
• Overview shows money owed, e-wallet, lifetime value, gym details, active items, recent timeline, and pinned notes so staff can orient before acting.
• Activity Feed is the unified profile history for messages, notes, tasks, trials, bookings, check-ins, forms, waivers, subscriptions, invoices, payments, and audit events.
• Profile Activity Feed sends Email, SMS, WhatsApp, or Internal Note using provider-readiness rules. Internal Note is staff-only; customer channels require connected provider and sender.
• Booking shows person appointments and lets staff schedule an appointment or update attended, no-show, and canceled states without leaving the person record.
• Profile Booking updates attended, no-show, and canceled status from the same person record so service history and entitlement effects stay attached to the correct human.
• Subscriptions shows active plan state and lets permitted staff freeze, transfer, upgrade, stop a freeze, or review subscription status history.
• Transactions shows invoices, payments, refunds, payment methods, mandates, payment links, freeze history, balances, and ledger evidence.
• Profile Transactions covers invoice PDF, send invoice, payment link send/copy, collection, refund, void, token, and mandate actions.
• Trial shows trial status, validity, owner, linked opportunity, and session history so staff do not create a second trial person.
• Task shows planned/completed tasks, due dates, owner, priority, linked opportunity stage, comments, and outcomes.
• Check-in shows visit history and lets staff check in the same person with optional linked appointment or class booking.
• Profile Forms covers form submissions, waiver requests, signed waivers, linked documents, and verification challenges.
• Overview Add Note creates staff context directly on the profile timeline. Use Note, Alert, or relevant note type for service context; do not use it as a replacement for task outcomes.
• Activity Feed has channel tabs for Internal Note, Email, SMS, and WhatsApp; template mode can be toggled on, variables are previewed before send, and create/sync template actions should be used only by staff who understand provider approval status.
• Activity Feed rich-text actions support bold, italic, underline, numbered list, unordered list, and link formatting. Keep SMS/WhatsApp text concise even if the editor supports formatting.
• Booking Schedule session requires appointment purpose/category, local date and time, trainer where required, delivery/room or virtual details from schedule rules, and notes that explain the booking.
• Booking outcome buttons mean different evidence: Attended confirms service happened, No Show records missed attendance, and Cancel removes the booking according to cancellation policy.
• Subscriptions detail shows membership, invoices tied to the subscription, entitlement state, freeze/transfer/upgrade lifecycle, and status history before staff use commerce actions.
• Transactions is the finance evidence tab: invoice list, selected invoice detail, payments, allocations, refunds, sales returns, payment links, approval records, saved payment tokens, and mandates must be read before promising a refund or balance correction.
• Transactions action drawers require a selected invoice for payment link, send link, collect payment, refund, and sales return. Staff must verify invoice number, balance, payment method, amount, and reason before submitting.
• Saved token and mandate records store provider references for future collection; do not copy these values into customer-facing messages and do not create them unless the customer/payment provider flow supports it.
• Trial tab on the profile can create a trial, update trial status, and log trial sessions for the same person. Use it when already serving a person so staff do not leave the profile and create a duplicate trial.
• Task tab separates Planned Tasks and Completed Tasks, shows task notes/outcomes, and lets staff create, edit, or log a task outcome while staying on the person record.
• Check-in tab records a visit for the selected person and can link eligible appointment or class bookings when those appear in the check-in workspace.
• Forms tab covers profile form templates/submissions, waiver requests, signed waivers, document links, and verification context. Waiver request requires an active waiver template and may link to a subscription or trial.
• Use Subscriptions for active plan, freeze, transfer, upgrade, stop, and entitlement state.
• Use Transactions for invoices, payments, refunds, saved tokens, mandates, and payment links.
• Use Booking for appointments, class bookings, check-ins, trial session logs, and schedule history.
• Use Notes for internal staff context and templates for reusable message content.
• Activity Feed messages use the same provider readiness rule as Inbox: Email, SMS, and WhatsApp stay disabled until a connected provider and sender exist; Internal Note remains staff-only and always available.
• Transaction invoice Email, SMS, and WhatsApp buttons follow the same provider readiness rule; Download PDF remains available because it does not need an outbound provider.
• Transaction payment-link Send link also follows provider readiness; SquareOS does not mark the payment link sent until the engagement message is accepted for delivery.
• Transaction payment-link Copy link is the provider-free fallback. Use it when the gym wants to paste the generated customer payment URL into a call, counter device, or manually handled channel.

Daily workflow

• Open profile when a customer calls, walks in, or sends a message.
• Check active items first: active subscription, due invoices, trial status, PT balance, upcoming bookings.
• Use action buttons only after confirming the correct person and gym.
• For sales questions, read Overview and Activity Feed, then use Task or Opportunity rather than editing identity fields.
• For service questions, check Booking, Check-in, Subscriptions, Trial, and Forms before promising attendance, session balance, waiver completion, or access.
• For money questions, use Transactions to download invoice PDF, send invoice, copy/send payment link, collect allowed payment, refund/void where permitted, or inspect saved tokens/mandates.
• For profile messaging, choose the channel, choose sender account when customer-visible, apply a template only when it matches the exact context, review variables/preview, then send or add internal note.
• For profile trial handling, use Create Trial only after checking existing trials, use Update Status for scheduled/active/completed/expired/no-show/canceled lifecycle changes, and use Log Session for booked/attended/no-show/canceled visit evidence.
• For task follow-up from profile, create or edit the task with owner, category, type, priority, due time, and comments; log the outcome immediately after the call/message/visit and create a next follow-up when the conversation continues.
• For member arrival, use Check-in now only after verifying active membership/trial state, outstanding balance warning, medical warning, eligible linked booking, and staff permission for overrides.

Watch out

• Download invoice PDF from the invoice row when staff needs a copy. Use Send invoice when the customer should receive a signed self-serve invoice page with PDF download.
• Use payment link actions for customer-device payment. Copy link does not require Email/SMS/WhatsApp setup; Send link does. Use terminal only when a registered POS device is available.
• Template submit/sync is provider-facing. Meta WhatsApp templates need provider approval before use; SMS templates may require DLT/provider IDs before production sending.
• Do not mark a booking attended when the person only booked it. Attendance, no-show, cancellation, and late cancellation are reporting and entitlement events.
• Do not create payment tokens, mandates, refunds, or sales returns from memory. Use the selected invoice/payment evidence and provider reference returned by the system/provider.
• Do not expose internal notes, provider refs, audit data, or staff-only message templates to members.

Related help

• Use the left menu to open related pages in Memberships and Payments.
• Use Ask Docs for questions that are already covered in this public documentation.