Customers and customer lists

Every booking, payment, membership, and credit a customer touches on Thril rolls up into a single customer record, and those records together are your venue's CRM. This is where you understand who your customers are, segment them into lists, and feed those lists straight into emails and announcements. Because the data is already in Thril, there is nothing to sync: a customer's lifetime value, last visit, and consent status are always current.

This page covers what you can see and do with customers, how to build lists that target the right people, and how to bring existing customer data in from elsewhere.

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The customers view

Customers in the sidebar shows your customer base with a rich set of columns: name, email, phone, credits balance, lifetime value, reservations, events attended, whether they hold a membership, whether they have an active recurring reservation, language, customer since, customer number, and tags. Several of these are shortcuts: click a customer's credits, reservations, events, or memberships figure to jump straight to that tab in their profile.

By default the view spans your whole company. If a venue is active it pre-filters to that venue, but you can clear the filter to see every customer across all venues. Two filters shape the table:

• Venue, to narrow to a single location.
• Customer list, to show only the members of a list you have built. Dynamic lists reflect their current membership.

Search matches names as you type, and also resolves an exact email address or phone number, so you can find a specific person fast.

Tags

Tags are applied automatically from a customer's activity, so they always reflect reality:

• New customer for someone with one reservation or none yet.
• Banned for a customer you have blocked.
• Netvisor customer when the customer is linked in your Netvisor accounting integration (shown on the customer's profile).

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A customer's profile

Opening a customer reveals their full history across tabs: Details, Reservations, Events, Credits, Memberships, Session cards, Payments, Invoices, Receipts, and Discount groups. A few are worth calling out.

Credits

The Details tab shows the total available credits. When some of those credits carry an expiry date, an itemised list breaks them down by amount and expiry, so you can spot batches running out soon. The Credits tab holds the full transaction history and lets you add or subtract credits manually. See Credits for how credits and expiry work.

Payments

The Payments tab is the customer's complete payment history across reservations, events, shop products, and more. Each row shows the items, total including tax, payment method, creation time, and status. Filter by creation date, succeeded date, or status to find a specific transaction. For each payment you can:

• Complete payment when it is in a requires-action state, choosing how it was settled: cash, card, sports benefit, or invoice. Choose Payment waived to mark it uncollected without recording a method.
• Refund a succeeded payment that has not already been fully refunded.
• Copy payment ID for support or reconciliation.

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Adding a customer

You can create a customer manually with just a first name, last name, and email; a phone number is optional. The record is created for your active venue.

What happens next depends on the email:

• If the email already belongs to a Thril account, the customer is linked to that existing account rather than creating a duplicate.
• If not, a new Thril account is created for them.

Creating a customer who already exists at your venue is a safe no-op: Thril will not produce a duplicate. When you edit a customer later, note that core details like name and phone are part of their Thril account and so changes apply platform-wide. The advanced options when editing let you set a baseline lifetime value and reservation count, which is how you carry over history from a previous system so your statistics stay meaningful.

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Customer lists: segmenting your base

Lists are how you turn a large customer base into targeted audiences. A list can be used as a quick filter on the customers table, exported as a CSV, and selected as the recipients of an email or announcement. The list view shows each list's name, type, venues, size, creation date, and when it last synced.

There are two kinds, and the difference matters:

• Dynamic. Defined by filters and kept up to date automatically as customer data changes. "Everyone who played in the last 30 days" stays accurate without you touching it.
• Static. A fixed snapshot of customers captured at the moment you create it. It does not change afterwards, which is exactly what you want when you need a stable group, for example the attendees of one specific event.

When you create a list you give it a name and optional description, choose the type, and optionally restrict it to specific venues (leave this empty to include customers from every venue). A live preview shows who currently matches as you build.

What you can filter on

Dynamic lists draw on the full picture Thril holds about a customer. The available filter fields are grouped:

• Activity: number of payments, number of reservations, last reservation date, sport types played, and whether they hold an active recurring reservation.
• Customership: name, language, gender, age, customer since, customer imported at, venue credit balance, lifetime value, and memberships held.
• Marketing: email marketing consent.
• Other: whether they have the Thril mobile app.

Each field offers operators suited to its type:

• Counts and amounts (reservations, payments, lifetime value, venue credits, age) use greater than, greater than or equal to, less than, less than or equal to, equal to, and not equal to.
• Dates (customer since, customer imported at) use the same comparisons against a specific date.
• Last reservation date uses relative operators: more than X days ago, less than X days ago, before, after, and between two dates. This is what powers "lapsed customer" and "recently active" segments.
• Lists of things (sport types, events, memberships) use is one of.
• Name uses contains.
• Yes/no fields (marketing consent, has the app, has a recurring reservation) and language/gender match an exact value.

Combining filters

Filters combine with clear logic. Within a group, every condition must be true (AND). Separate groups are alternatives, where matching any group is enough (OR). So you might build:

• Group 1: marketing consent is accepted AND last reservation more than 90 days ago, to win back lapsed but contactable customers.
• OR Group 2: lifetime value greater than 500, to keep your best customers in the audience regardless of recency.

Example lists worth building

• Active and contactable: marketing consent accepted, at least one reservation. Your default marketing audience.
• Lapsed players: last reservation more than 90 days ago. Pair with a win-back offer.
• High value: lifetime value above a threshold you choose. For VIP perks and previews.
• Single-sport fans: sport types is one of padel. For sport-specific campaigns.
• App adopters / non-adopters: has the Thril mobile app, true or false. To nudge the rest to install it.

The participants of any list can be reviewed (name, email, phone, and date added) and exported as a CSV for use elsewhere.

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Importing existing customers

You can bring an existing customer base into Thril with Import CSV from the customers view. Pick the source that matches where your data comes from, and Thril parses the file accordingly:

The Thril format goes well beyond names and emails. Alongside first name, last name, and email (the only required columns), it accepts phone number, gender, date of birth, language, email marketing consent, customer-since date, credits and a credit expiry date, internal notes, a membership name and expiry, country, and baseline lifetime value and reservation count. Files can be up to 10 MB, and Thril detects the encoding and delimiter automatically.

Preview before you commit

After uploading, a preview shows the parsed rows so you can check them before confirming. It surfaces a few helpful columns:

• Detected memberships: membership names from the file matched (by exact name) to your existing Thril memberships, including company-global ones.
• Original membership names: the raw text from the file, so you can spot a name that did not match.
• Credits with expiry: the expiry date shown beneath the credit amount when the file includes one.

Rows that fail validation are listed separately with the reason and are skipped, so a few bad rows never block a good import.