Customer booking history helps your team understand whether a customer has booked before and what to check when they ask about a past or upcoming booking.
In the customer profile, Speako includes a Bookings tab. This area is designed for booking context connected to the customer. If no booking information is available there, it shows No booking history found.
Where to check booking history
From the Customers page:
- Open the customer from the list.
- Select the Bookings tab in the customer detail sheet.
- Review whether booking history is shown.
The profile header can help you confirm you opened the right customer before relying on the booking tab. Check the customer's phone number and email, not only their name.
If the Bookings tab is empty
An empty booking-history area does not always mean the customer has never booked. It can also mean the booking was created with different contact details or that the booking needs to be found from the main calendar.
If the customer says they have a booking, check the Bookings page and search using:
- booking reference
- customer name
- phone number
- booking date and time
- location
This is especially useful when a customer used a different phone number, booked online with another email address, or asked the AI Agent to book on their behalf.
Why contact details matter
Speako connects customer context mainly through saved customer details such as phone number, email, and name. Phone number is particularly important for returning callers because the AI Agent checks the caller's phone number against active customer profiles.
If a booking is not appearing under the expected customer, compare the booking's phone number and email with the customer profile. A small difference, such as a missing country code or a different email address, can make the booking harder to connect during support.
💡 Tip: When helping a customer, start with the booking reference if they have it. If they do not, use the phone number they called from and the date they expected to visit.
Keep the profile useful
After you find the correct booking, update the customer profile if the saved contact details are outdated. This helps future lookups, customer notifications, and returning-caller recognition work more smoothly.
Avoid using booking history as the only source of truth for a customer's current request. Always confirm the current booking status, date, time, location, and resource from the booking itself before promising a change to the customer.