Every lead and customer becomes a contact with their full history - conversations, appointments, payments, and notes - in one place, so anyone on your team can pick up where the last person left off.
Use tags to label people quickly: 'new lead', 'past customer', 'VIP', or a service like 'boiler'. Tags are the fastest way to group people and to trigger automations.
Smart lists let you filter contacts by tag, activity, or field, and save that view so you don't rebuild it each time. For example, save a list of 'past customers who haven't booked in 90 days' and mail them a reactivation offer in one click.
To build one: go to Contacts, apply your filters (tag is + last activity is before...), then Save as a smart list. It updates automatically as contacts match or stop matching.
Tip: keep your tagging simple and consistent - a handful of clear tags beats dozens of overlapping ones, and makes your campaigns and reporting far more useful.