The CRM customer workspace combines profile details, identities, consent history, visits, spend, loyalty, reservation touchpoints, channel history, rewards, and operator actions. Search for an existing record before creating one so the same guest is not split across multiple profiles.
Find or create a customer
Open Admin → Customers & CRM → Customers. Use Search by name, email, or phone and compare contact details, visits, lifetime spend, and loyalty points before choosing a result.
Select Add customer when no matching profile exists. Enter the first and last name plus at least an email address or phone number. Turn on Marketing consent granted only when the guest has actually provided that permission. Select Create customer, then open the new record and confirm its identity.
Creating a reachable email or phone identity does not grant marketing, email, or SMS consent automatically.
Maintain profile and identity data
In Profile & health, update the name, date of birth, internal operator notes, dietary restrictions, and allergies, then select Save profile. Internal notes are not shown to guests in consumer apps. Treat dietary and allergy information as service context that still requires normal staff verification.
In Identities & Consents, select + Add identity to add an email, phone, external reference, or supported provider customer ID. Edit an incorrect identity or remove one that is no longer valid. A customer must retain at least one identity, so the final identity cannot be deleted.
Before replacing an email or phone, confirm that the new value belongs to the selected person. Changing an identity is not the same as merging two customer records.
Record consent correctly
To change customer consent, review the consent history for each type, timestamp, and status. Under Operator consent controls, use Grant or Revoke for marketing, email, or SMS. Each action records a new consent row; it does not erase the earlier history. The latest state appears below each control.
Record only a documented guest choice. Do not grant email consent merely because an email exists, and do not grant SMS consent merely because the guest supplied a phone number for a reservation.
Merge confirmed duplicates
The Merge candidates card identifies records that share an email, phone, or reservation identity. Review both records before selecting Merge into selected. The currently open customer is the survivor.
- Compare names, primary identities, consent history, reservations, loyalty, rewards, house-account state, and recent activity.
- Confirm that both records represent the same person.
- Open the profile that should remain and select Merge into selected for the duplicate.
- Reload the survivor and verify identities, consent, useful history, loyalty, and rewards.
Do not merge profiles based only on a similar name. A merge is different from Delete customer, which asks for permanent confirmation and should not be used to resolve an uncertain duplicate.
Troubleshoot a missing customer
Search the normalized email and phone as well as the guest's name. Check the current tenant and store context, then review reservation or purchase touchpoints on the likely profile. If the customer is still missing, record the permitted identity type, approximate activity time, and source channel without placing full personal data in a support search.