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Manage guest activities on Zenoti Mobile v2 (on phones)

Overview

This article explains how Zenoti Mobile v2 provides front-desk staff with a comprehensive toolset to manage guest interactions seamlessly. The platform allows staff to view and modify guest appointments, track payments and purchases, manage digital forms and notes, and handle guest issues efficiently.

 

Manage appointments

View and manage all guest appointments, including rebooking, cancellations, and logs.

  1. Open the Guest Profile by searching for and selecting a guest.

  2. Go to the Overview tab.

  3. View past and upcoming appointments in the Appointment section. Or tap Menu > Appointments to see full details.

Note

Overview shows the most recent upcoming and past appointments.

Front-desk staff with required role permissions can perform the following actions:

  • Rebook

  • View logs

  • Add consumables

  • Send form

  • View feedback

  • Cancel an appointment

  • Edit an appointment

 

Manage products

Track and manage products purchased by guests, including exchanges and refunds.

  1. Open Menu > Products.

  2. Tap a product to view details.

Front-desk staff with required role permissions can perform the following actions:

  • Exchange

  • Refund

  • View logs

Add notes

Create, edit, or delete notes to store important guest-related information.

  1. Open the Guest Profile and go to the Overview tab.

  2. Tap Notes to view recent guest notes.

    Or open Menu > Notes for all guest notes.

    Here, only recent guest notes are displayed.

  3. Tap ( + ) to add a note.

  4. Enter the note and tap Add.

Front-desk staff with required role permissions can perform the following actions from the 3-dot menu on each note:

  • Edit the note

  • Delete the note

Note Type

Description

Example

None (Generic notes)

Front-desk staff can use generic notes to share guest-related information with employees. Any employee accessing the Guest Profile page can view, edit, or delete these notes.

‘Guest is willing to share a good experience on Yelp.'

Profile notes

Zenoti displays profile notes when staff or providers open the guest's profile. Use them to capture key profile information.

‘Collect alternative email address and area pin code from the guest.’

Check in notes

Zenoti shows check-in notes when a guest’s appointment status changes to Check in. Use them to understand specific guest preferences.

‘Guest likes green tea. Offer green tea after check-in.'

Booking notes

Zenoti displays booking notes every time staff books an appointment for the guest. Use them to record critical appointment-related information.

‘Guest is allergic to lavender oil.’

Payment notes

Zenoti displays payment notes when employees collect payment from the guest. Use them to highlight important payment details.

‘Guest's card-on-file is nearing expiry.'

Private notes

A center manager or owner can add private notes to a guest’s profile.  Only authorized employees can view these notes when booking or modifying appointments, ensuring guest privacy.

‘Guest is an influencer’

 

Manage forms

Access and manage guest forms, including digital signatures and logs.

  1. Open Menu > Forms.

    Here, the guest form along with the past and upcoming appointments that have forms associated with them are displayed.

  2. Tap 3-dot menu to email the form or view logs.

Front-desk staff with required role permissions can perform the following actions:

  • View v1, v2 and v3 forms

  • View past forms

  • Open forms in guest mode so guests can sign forms securely without accessing any other data

  • View form logs

  • View history for guest forms

 

Manage gallery

View, compare, and manage guest photos and files for documentation.

  1. Open Menu > Gallery.

  2. Tap Compare to compare two photos.

Note

Use Photo manager to compare photos.

Front-desk staff with required role permissions can perform the following actions:

  • Compare images

  • Edit images

  • Add tags to images

 

Manage payments

Track guest payments, add payment cards, and view transaction history.

  1. Open Menu > Payments.

    On the guest profile overview tab, cards on file are displayed.

  2. Tap Add card to save a new payment card.

  3. Tap a payment to view details.

Front-desk staff with required role permissions can perform the following actions:

  • View cards on file

  • View payment history of the guest

  • View successful and failed credit card transactions

  • Add new cards on file

 

View notifications

Review SMS and email notifications sent to guests, along with their delivery status.

  1. Open Menu > Notifications.

  2. Select a notification to view details.

Front-desk staff with required role permissions can perform the following actions:

  • View SMS and Emails sent to guest

  • View status of communication sent

 

Manage issues

Monitor and update guest-reported issues, feedback, and resolutions.

  1. Open Menu > Issues.

  2. Tap Notes to add or view them.

  3. Tap the status drop-down to update the issue status.

Front-desk staff with required role permissions can perform the following actions:

  • View and add notes for issues

  • Change status of issues

Manage Wallet

View and track guest credits received and used in their digital wallet.

  • Open Menu > Wallet to view credits received and used.

Manage guest packages

Access guest membership packages and add new ones when needed.

  1. Open Menu > Packages to view the guest’s active/inactive packages.

  2. Tap + Package to add a new package.

Manage guest gift cards

Track received and purchased gift cards linked to the guest's account.

  • Open Menu > Gift cards to view received and purchased history of the guest.

Manage prepaid cards

View and manage prepaid cards assigned to the guest.

  • Open Menu > Prepaid cards to view cards for this guest.

Manage coupons

Apply or add discount coupons for guest transactions and promotional offers.

  1. Open Menu > Coupons to view available discounts and promotional offers for the guest.

  2. Apply a coupon to an upcoming transaction.

  3. Add a new coupon if applicable.

Manage open invoices and pending payments

Track outstanding invoices and pending payments for the guest.

  • Open Menu > Open to view outstanding invoices or pending transactions.

Manage guest participation in campaigns

Monitor guest engagement in marketing campaigns and add them to new ones.

  1. Open Menu > Campaigns to see all marketing campaigns the guest engaged with.

  2. View past participation and response history.

  3. Add the guest to a new marketing campaign if they qualify.

Manage potential opportunities

Track and recommend services or products based on guest preferences.

  1. Open Menu > Opportunities to track potential service or product recommendations for the guest.

  2. View past interactions and suggested upsells based on guest preferences.

  3. Tap + Opportunity to select a service, product, and relevant notes.

Manage adjustments

Review and modify service or price adjustments related to the guest.

  1. Open Menu > Adjustments to review service and price adjustments.

  2. Tap Add New, to enter service, provider, duration, and notes.