Managing Client Records
Your client list grows over time — people join, pause, move away, or occasionally end up with a duplicate record (for example, when an imported record and a self-booked record exist for the same person). This page explains the client statuses, where to find the archive and delete controls, and which one to use when.
Client statuses
Every client record has a status that controls how it behaves across the platform:
- Active — the normal state. The client appears in your list, can book, and receives communications.
- Paused — a temporary hold (for example, a client traveling for two months). Billing for their membership pauses, and the record shows a banner until the pause ends.
- Inactive — the client is no longer coming, but you want to keep the record visible. Their subscription is cancelled and upcoming appointments can be cancelled as part of the status change.
- Archived — the record is hidden from day-to-day views but retained. Archived clients keep their full history.
To change a status, open the client's profile and use the status control on their summary. When you set a client to Paused or Inactive, the platform walks you through what happens to their membership billing and any upcoming appointments.
What a client has used of their plan
The Membership card on a client's profile shows, under the plan name, how much of the plan they have used in the current period: one line per included service with a limit, such as Personal Training · 1 of 4 used this month, plus the credit pool and any trial visits. Services the plan includes without limit are not listed, because there is nothing to count. The count is the same one booking uses: kept visits in the current calendar month (or week or year, per the plan), so a cancelled visit is not counted. If the plan is limited to certain locations, the card says At Playa Vista only.
Packages the client holds sit just below under Packages, each with its sessions left and expiry. Only active packages are listed; expired, used-up and revoked ones are folded under N past packages. Both update the moment a booking is made or cancelled.
Each active package also appears at the top of the profile, beside the client's name, as a green label with its sessions left, such as PT Starter · 5 of 8 left, or Unlimited. When the client has no membership, the package takes the membership's place there. The same label shows on the dashboard's In session and Next Up cards in place of Non-member, so the front desk sees what a client has left before they walk in.
A package is held alongside a membership, never in place of one. To give a client a package, use Grant package on the Packages card. Packages are not offered when you change a client's membership, and Atlas declines if asked to assign a package as a membership.
Keep an internal note on a client
An internal note is a short piece of context your team should know about a client before talking to them — for example, that texts go to a shared family phone, or that a parent attends sessions with them. It is for staff only: the client never sees it, in their app, their portal, or anywhere else.
To add one, open the client's profile and find the Internal note card on the Summary tab, directly below Insurance. Select Add note, type the note, and select Save note. The note appears on the card with the name of the person who last edited it and when. To change it, select Edit; to remove it, clear the text and save.
The same note also appears, read-only, in two other places, so your team sees it at the moment it matters:
- In the appointment drawer, under the client's name, when you open one of their appointments.
- In the Messages client panel, beside the conversation, when you open a chat with them.
Both show an Edit on profile link that takes you to the card. Editing a note requires permission to edit clients; anyone on your team who can see clients can read it.
Each change to an internal note is recorded in your organization's activity log — who changed it and when — without copying the note itself into the log.
Where to find Archive / Delete
There are two places, and they behave slightly differently:
- From the Clients list — click the ⋮ (three-dot) menu at the right end of any client's row. Archive / Delete is the last item in the menu, available for every client regardless of status. This is the quickest way to archive a duplicate record.
- From the client's profile — the Archive / Delete button appears in the status banner once the client has been set to Inactive. This ordering is intentional for real departing clients: first wind down billing and appointments (Inactive), then archive the record.
To clean up a duplicate record, use the Clients list route: find the duplicate row, open its ⋮ menu, and choose Archive / Delete — no status change needed first.
Restore an archived client
Archiving is reversible. Open the archived client's profile — from the Clients list, set the status filter to Archived to see them — and the grey banner at the top reads This client is archived with a Restore client button. Clicking it puts the client back to the status they had before archiving, usually Active, clears the archive date, and records who restored them in the activity log. Their appointments, notes, documents and billing history were never removed, so nothing else needs redoing. While a client is archived the status control on their profile is replaced by a note pointing to the banner, so the only way out of archived is that button.
Archive vs. Delete — which to use
Archive is the right choice in almost every case. Archiving hides the record from your active list while retaining all data — health records are kept for 10 years in line with HIPAA retention requirements. An archived client's history (appointments, notes, documents, payments) remains intact, and the record can be restored if the person returns.
Delete permanently and irreversibly removes the record and all associated data. It exists for test accounts and records created by mistake that contain no real history. You must type DELETE to confirm, precisely because there is no undo.
Never delete a record that has real clinical or billing history — archive it instead. Deletion cannot be reversed, and health records are subject to retention requirements.
Not sure which record is the duplicate, or whether a client has history worth keeping? Ask Atlas — for example, "does Paula P. have any appointments or payments on her second record?" — before archiving or deleting.
Next steps
- To wind down a departing client properly: set their status to Inactive first (this handles their membership billing and upcoming appointments), then archive from the profile banner.
- To understand what clients see when paused or inactive: see Client Onboarding.