Clients and CRM

In a luxury concierge service, you do not serve a client, you serve this client: their favourite wine, their daughter's allergy, the wedding anniversary on 14 June, their assistant who organises everything. Vetexis keeps this file for you. It largely fills itself in, from the conversations, and the team stays in control of what goes into it.

Who has access:

7.1 How a record is created and filled in#

• With the first WhatsApp message, the record is created with the name shown by WhatsApp and a language guessed from the phone's dialling code (brought back to a language you speak, see Settings › General › Your clients’ languages).
• If you had created the record by hand with the same number, the message is attached to it: one number, one person.
• If the number is that of a linked contact (a client's assistant, see 7.6), the record takes the name and language entered by the team and is attached to the client they are writing for.
• After each exchange, the assistant updates the language, the register (informal or formal address), the first name if it finds it out, a summary of two or three sentences, and the client's writing style (chapter 2, section 2.7).
• The preferences it spots become suggestions to accept or ignore (7.5).

You can also import your clients from a CSV or Excel file (the list's “…” menu, Import, managers and owner).

7.2 The list of clients#

Where: Clients in the sidebar.

Upcoming moments. At the top, when there are any: birthdays and memorable dates in the next 30 days, the nearest first (“Birthday, turns 46 · In 5 days”). Each line leads to the record; View all expands the list.

The segments (buttons above the table):

Setting the thresholds. Management sets these thresholds in Settings › General, Clients section: VIP suggested from (€) (€20,000 by default), Or from (stays) (3 by default, between 1 and 100), Dormant after (months) (12 by default, between 1 and 60) and New for (days) (90 by default, between 1 and 365). The default value is shown under each field. The thresholds for loyal clients (two stays or three bookings) cannot be changed.

The toolbar: search by name, phone or email; Filter (Loyalty: New clients, Regulars, VIP; Tag; Language; Records shown: Active or Archived); choice of columns.

The columns: Client, Phone, Language (code in capitals, full name on hover), Loyalty (with “Suggested VIP”), Tags, Revenue, Bookings and Last activity (hidden by default), Last contact, Stay (in progress, or upcoming within seven days). Name, revenue, bookings, last contact and last activity can be sorted with a click. With no sort chosen, the most recent last contact comes first.

The actions: Add a client (main button); for managers, Export the list (CSV) and, under “…”, Import and Manage tags.

As everywhere, the state of the list is in the page address: a shared link opens the same list.

7.3 A client's record#

Where: click on a client.

Header: avatar, name, badges (VIP, “Discreet”, “Archived”), Edit, and the “…” menu: Open conversation, Tags, Export record (a JSON file; managers; access is logged), Archive record or Restore record, Erase this client (managers).

Four tabs:

Overview#

On the left:

• Allergies and diets, prominently shown;
• Moments to celebrate (7.4);
• Linked contacts (7.6);
• Preferences: what the client likes, learned by the assistant or entered by the team (“table: sea side”, “wine: Vega Sicilia”). Add opens a small window (Topic, Preference); Remove is in the line's “…” menu;
• Preferences spotted (7.5);
• Assistant summary: written and updated as conversations go on;
• Discretion mode (7.8).

On the right:

• Details: First and last name, Phone, Email, Language, Register, Country of residence, Usual time zone (to write “21:00, Marbella time” when it differs), Loyalty, Usual payment method, Children (first name and age), Pets; Edit opens the record drawer;
• Client value (7.7).

What the assistant reads from the record. Allergies, as an absolute constraint: the assistant never offers anything that goes against them, and every booking request it sends to the concierge mentions them (“Client allergies: nuts”). It also reads the children (first name and age) and the pets, as well as the summary and the preferences. It never reads the payment method. An allergy entered in the “Allergies” field is therefore enough: there is no need to repeat it elsewhere.

Stays#

When and where the client stays: property (or “Not one of our properties”), arrival, departure, number of people, notes (“Late arrival, 23:00 flight”). Each stay has an In progress, Upcoming or Finished badge.

Why it matters: the assistant uses it to place the client (“on site right now”) and to link a request “at the villa” to the right property. A stay is not a booking: deleting a stay does not affect any booking.

Bookings#

The client's bookings, each one opening its drawer, and All of this client’s bookings leading to the filtered list.

Internal notes#

What is said on the phone or on site (“Prefers to be called after 18:00”). Visible to the team only, never to the client. Any member can write them, including field staff; the author or a manager can delete one.

7.4 Moments to celebrate#

A date of birth and memorable dates (wedding anniversary, or a free date with its label: “first met”, “the dog arrived”), celebrated every year.

• Add a date (Type of date: Wedding anniversary or Other date; Date; Label).
• The date of birth is entered or changed in its own window.

Seven days before, a reminder goes to the office (owner, managers, concierges), in the app and by email by default: “Moments to celebrate”. Nothing is sent to the client: the team decides on the gesture (a bottle on arrival, a note from the chef). 29 February is celebrated on the 28th in non-leap years.

7.5 Preferences spotted#

The assistant picks up lasting preferences in conversations: “gluten-free”, “prefers the Riva”, “ground-floor bedroom for his mother”. They do not go straight into the record: they appear in Preferences spotted, with See the conversation, Accept (the preference joins the record) and Ignore (it is dismissed for good).

Why. The record belongs to the team. A misunderstood preference (“he liked the Riva” does not necessarily mean “he only wants the Riva”) must not become a fact without a human having read it.

7.6 Linked contacts#

Many high-end clients do not book themselves: an assistant, a family office, a nanny or a butler does it for them.

Add a linked contact: Name, Role (Assistant, Family office, Nanny, Butler, Other with a detail such as “driver”), WhatsApp phone (their messages will be attached to this client), Email, Language (by default, the same as the client), and the Can order for the client switch.

When this contact writes on WhatsApp, their conversation is attached to the client. The assistant knows they are writing for this client, and:

• if they can order, their requests are handled like the client's;
• otherwise, the assistant creates no booking. The request goes to the team as a question (“Claire is asking for a booking on behalf of Mr Laurent, without being allowed to order for him: airport transfer, Friday 18:00. No booking created: to check with Mr Laurent.”). To the contact, the assistant simply replies that it is looking into it, without mentioning rights or checks.

This check is done by the system, not left to the assistant's judgement. A contact who represents several clients and can order for at least one of them is treated as able to order.

On the contact's record, a “Writes for …” line reminds you of this.

7.7 Client value and suggested VIP#

Client value (record, right-hand column): confirmed revenue, margin (only for those who can see finance, on Pro and Network), number of bookings, number of stays, last activity. It counts bookings that are confirmed, in progress or completed.

Suggested VIP. When a client goes over the concierge service's threshold (by default €20,000 of confirmed revenue, or three stays; adjustable, see 7.2), a banner suggests it: Make VIP or Dismiss. A loyalty level set by hand is never changed without this click, and a dismissed suggestion does not come back.

7.8 Discretion mode#

For a public figure or a high-profile client.

• Discreet profile: switch in the Discretion mode section of the overview.
• Code name: for example “Mr Blue”.

Field accounts and suppliers then only see the code name: no name, phone, email, country or internal notes. The server removes this information; it is not simply hidden on screen. The supplier never receives the phone number of a discreet client, even if “Share the client’s contact” is ticked. The office sees the full record: it is the office that set discretion.

7.9 Tags#

Free words to find and sort clients: “golf”, “yacht”, “embassy”, “wedding 2026”. Each one has a colour from seven understated shades.

• On a record: “…” menu › Tags, tick, or create one (Create).
• For the whole concierge service (managers): list of clients › “…” › Manage tags: rename, change the colour or delete (removed from all records).

At most 60 tags per concierge service and 12 per client, so that the list stays useful.

7.10 Archiving or erasing#

Archive (concierges and above): for a client who no longer comes back. The record leaves the list of active clients, its history stays intact, and it can be restored at any time.

Erase (owner and managers): this is the right to erasure (GDPR, Article 17), only to be used at the client's request or when the legal retention period ends. The action is permanent. The window details:

• what is deleted: the WhatsApp conversation and all its messages; photos, voice notes and documents; internal notes and requests to the team concerning the client; their stays, preferences, allergies, children and contact details; their draft invoices and the reports dedicated to them;
• what is kept, anonymised: their bookings (dates, services, amounts) without their messages; their issued invoices (accounting documents that must be kept, a legal obligation, with the details printed when they were issued); the proof of AI disclosures (date and language, without their question).

To confirm, you must type the client's name again (or their number if they have no name). A summary is then shown for your records. The record becomes “Deleted client”.

7.11 Examples#

The Van Dijk family. Over the course of the messages, the assistant has summarised: “Dutch family, two children (aged 7 and 10), comes every summer to Villa Azur, enjoys boat trips.” It spotted “nut allergy” (noted straight away, mentioned in the middle of a conversation) and “prefers Captain Rafa” (as a preference spotted, which Marco accepts). Their record shows “Suggested VIP” after their third stay; Sofia clicks Make VIP.

A client's assistant. Claire, Mr Laurent's assistant, writes to book a transfer. She is registered as a linked contact without the right to order: the assistant replies to her that it is looking into it, no booking is created, and the team receives a question to check with Mr Laurent. If Mr Laurent confirms, the concierge creates the booking themselves.

A wedding anniversary. Seven days before 14 June, Sofia receives “Moments to celebrate: wedding anniversary of Mr and Mrs Ferraresi”. They are staying at the villa at that time: she plans a bottle and a note from the chef.