Manage guests
Overview
This article explains how you can manage guest profiles in Zenoti — including filtering and enhancing the guest list and merging duplicate guest records. The enhanced Guest List view introduces advanced filters, inline editing, visual cues for missing data, and an AI-powered summary feature to help you identify and manage guest information more efficiently.
Key terms
Profile completeness: A visual indicator showing how complete a guest’s profile is (based on presence and validity of key fields
AI Summary: A feature that provides an AI-generated overview of the guest’s history, preferences, and engagement
Prerequisites
Before you begin:
You must have the required role permissions to view and manage guest profiles.
Ensure the Guests module is enabled for your center.
Verify that guest contact details (email and phone) are entered correctly for communication and authentication features.
Manage guests
The enhanced Guest List allows you to view, filter, and manage guest information more effectively using new controls, inline actions, and smart indicators.
Filters
Filters can be applied above the guest table or from a right-side panel.
Basic filters
Center: Multi-select filter available at the organization level
Guest category: Dropdown filter
Has active membership: Toggle to filter guests with active memberships
Has active package: Toggle to filter guests with active packages
Has active gift card: Toggle to filter guests with active gift cards
These filters help narrow down guest records based on activity and profile characteristics.
Grid enhancements
The guest grid now includes the following improvements:
Email column: A new column displays the guest’s email address (previously missing).
Membership status: The Membership column now shows the status: Active, Inactive, or a blank.
These updates make it easier to assess guest data at a glance without navigating into each profile.
AI summary button
A new AI Summary column appears at the end of the guest list.
Each row displays a button or icon to trigger the AI summary.
Clicking the icon opens a summary popup.
The summary provides insights such as visit trends, membership value, and engagement highlights.
This feature helps front-desk staff and managers make informed decisions instantly.
Merge guests
Navigate to the guest profile and click the Merge Guest button.
In the Select Guests section, enter the guest information you want to with which you want to merge the records. Enter the guest name, phone number, code, or email, and then click Search.
The search results display a list of accounts, sorted by the most recent Last Visit date. To identify the latest customer profile, simply check the account with the most recent visit.
Select the appropriate guest from the search results list. Click Next.
In the Merge Summary section, the application shows the information related to the guest, such as active memberships, packages, prepaid cards, and gift cards. To open the guest details page, click the guest name.
To merge the records, click Confirm & Merge.
Note
When you merge two guest profiles, the source profile (the profile that is being merged) is deleted and all of its data is transferred to the target profile (the profile that is being merged into). Employee guest profiles are tied to the employee's profile. As employee profiles cannot be deleted (instead, they are inactivated), they cannot be merged. If an employee guest profile needs to be updated, the changes must be made to the employee's profile.
Note
You can also merge guest profiles from the Appointment Book. While creating a new appointment, click the Merge link in the guest details section.
Data integrity assurances
When merging guest profiles in Zenoti, the following data is retained and consolidated into the merged profile:
Images
Appointment history
Transaction history
None of this information is lost during the merge process.
Troubleshooting: Merge Guest Profiles
Issues
Merge Guest button is not visible in the Appointment Book or guest profile.
You cannot initiate a merge even though you located duplicate guest profiles.
Common causes and solutions
Organization view instead of center level: When accessing the Appointment Book from the organization (org) view, merge and delete options are intentionally unavailable. Log out and log back in, then access the Appointment Book directly from the center (not organization).
Insufficient permissions: Your role may lack the permissions required to merge profiles. Contact your center administrator or owner to request access.
Best practices for profile merge
Choose the master profile: Select the profile you want to keep.
Confirm duplicates: Ensure names, emails, or phone numbers correspond to the same guest.
Proceed with merge: Follow on-screen prompts to complete the merge.
Verify Guest Profile Creation Date
To verify when a guest profile was created, follow these steps:
Navigate to Guests > Manage Guests.
Click Manage Duplicates on the right side.
Use the search option and enter guest details.
Refer to the Creation Date column to check when the profile was added.
To ensure guests are included in relevant marketing campaigns, always confirm guest details and create their profiles before or at the time of checkout. This guarantees the visit is logged correctly and linked to the guest’s profile in real time, which is essential for campaign eligibility.
Reset guest's password
Navigate to the guest profile and click Reset Password. Zenoti sends a link to the guest's registered email address. To reset their password, the guest must click the link.
Update guest's password
To update the password directly, navigate to the guest’s profile and click Update Password.
Send guest form link
At the top of the guest's profile page, click the Send Guest Profile Link button.