What you see on a person

Click someone in People and you get her whole history. It’s your customer record, built in — you don’t need a separate system to know who you’re talking to.

At the top

• Member since and Last login
• Sign-in count and lifetime in days
• Purchases and net revenue
• Became customer — the date she went from contact to paying
• Tags — with a field to add more

The tabs

• Lifecycle — the whole timeline.
• Info — the contact details.
• Purchases — every payment, with date, product and amount.
• Products — what she has access to and how far she’s got in each course.

The timeline

The timeline collects everything that’s happened, newest first:

Money — Purchased · Refund · Started subscription · Cancelled subscription Courses — Enrolled in · Completed (lesson) · Received certificate Email — Received email · Opened · Clicked Community — Created post in · Commented in Other — Signed up · Booked · Submitted form · Tag added · Tag removed · Note added · Role changed to

Filter by type narrows it down to signups, purchases, enrollments, lessons or email. At the bottom, Load more brings up older events.

What you can do from here

• Send email — a personal email straight to her, with a subject and a message.
• Open in mail client — the same thing, but in your normal mail program.
• Enroll in offer — give access manually. You can choose Free or set a custom price.
• Send password reset — for when she can’t get in.
• View as member — see exactly what she sees.
• GDPR anonymise — under More actions.

”View as member” — use it

The button opens her portal in a new tab and shows precisely what she sees, including which courses she can actually reach. The view is read-only: nothing you do there is saved to her account, and the action is logged.

This is the tool that decides whether a support case takes two minutes or two days. When she writes “I can’t see module 3” — look for yourself instead of guessing.

GDPR anonymise

If someone asks to be deleted, use GDPR anonymise under More actions. Personal data is anonymised and the member is marked as deleted.

Treat it as irreversible. There’s no undo. Check that you picked the right person.

How to use it in practice

A support email. Open the person before you reply. Did she buy? Did she get the welcome email? Has she logged in? Three questions you’d have had to ask, already answered.

A call with a possible customer. Check what she’s opened and clicked. You know what she’s interested in before you pick up the phone.

Someone who seems to have vanished. Look at the timeline. Did she stop at a particular lesson? Then it isn’t her — it’s the lesson.

Tips

• Look at the timeline before you answer a support email. It saves time for both of you.
• If you see a pattern — several people stopping at the same lesson — fix the lesson, not the people.
• Use View as member once a month on an ordinary member account. You’ll find something.