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Manage a guest in ZMA v2

Overview

This article explains how to manage guest profiles using Zenoti Mobile v2 (ZMA V2). The Guest Profile section serves as a central hub for tracking guest details, interactions, memberships, payments, and appointments. Each tab in the profile provides a dedicated space to manage specific guest-related tasks efficiently.

Add a new guest

  1. From the search bar, tap Add Guest + .

  2. Enter the guest’s Personal Info, Contact Info, Referral Info, or Login Info in the respective sections.

  3. Tap the applicable checkboxes under Preferences to set communication and service preferences.

  4. Tap Save to create the guest profile.

View guest details from the Overview tab

  1. Search for a guest and tap View Profile.

  2. Tap Overview to view guest details.

    The Overview section displays the guest’s name, phone number, gift card balance, total visits, total appointments, amount due, membership balance, center name,packages, memberships, and notification preferences.

  3. Tap New to create an appointment or record a new sale.

  4. Tap the three dots next to New to manage the appointment, edit the guest profile, add a credit card, add notes,or reset the guest’s password.

Manage guest memberships

  1. Tap the Memberships tab.

  2. View active and inactive memberships.

  3. Tap Collect Membership Invoices to view and collect pending installments.

  4. Tap + Membership to add a new membership.

Manage Loyalty Points and enroll guests in programs

  1. Tap the Loyalty Points tab to view the guest’s accrued points and balance.

  2. Tap Enroll to add the guest to a loyalty program.

  3. On the Enroll Guest window, select a tier:

    Select Highest Tier to award points without considering the spent amount.

    Select Applicable Tier to award points based on the amount spent.

Edit and update guest profile

  1. Tap the Profile tab.

  2. Update the Personal Info, Contact Info, Referral Info, and Login Info of the guest.

  3. Enable checkboxes for communication preferences:

    • If the guest approves marketing communications, enable Receive Marketing Emails and Receive Marketing SMS to comply with TCPA regulations.

    • Inform the guest that to receive transactional messages such as intake forms, the Receive Transactional Messages checkbox must also be enabled.

  4. Tap Save to update the profile.

Note

As per TCPA compliance, guests must give their approval to start receiving marketing communications.

Manage appointments

  1. Tap the Appointment tab.

  2. View upcoming and past appointments.

  3. Edit or cancel upcoming appointments if needed.

Manage product purchases

  1. Tap the Products tab to view the guest’s purchased products.

  2. Tap a product to see details such as purchase date, price, and usage history.

  3. Tap + Product to add a new product purchase to the guest's profile.

Manage guest packages

  1. Tap the Packages tab to view the guest’s active or inactive packages.  

  2. Tap + Packages to add a new package.

Manage prepaid cards

  • Tap Prepaid cards to view cards for this guest.

Manage guest gift cards

  • Tap Gift cards to view the Received History and Purchased History of the guest.

View wallet to monitor credit transactions

  • Tap the Wallet tab to view received and used credits.

Manage guest issues

  1. Tap the Issues tab to log or track guest concerns.

  2. View past complaints or service requests.

  3. Add a new issue if needed.

Manage coupons

  1. Tap the Coupons tab to view available discounts and promotional offers for the guest.

  2. Apply a coupon to an upcoming transaction.

  3. Add a new coupon to the guest’s profile if applicable.

Manage open invoices and pending payments

  • Tap the Open tab to view outstanding invoices or pending transactions.  

Manage guest payments

  1. Tap the Payments tab to view saved cards and past payments.

  2. Tap Add New Card if needed.

  3. Tap Open Invoices to view outstanding balances and process payments.

Manage guest notifications

  • Tap Notifications to view notifications, status, send date, medium.

Manage guest forms

The Forms tab is the hub for all guest forms, service or tag forms, treatment plans, medical charts, treatment notes, subjective, objective, assessment, and plan (SOAP) notes, and consent forms the guest submits for different services that they book. Providers can use the information from the forms to make informed decisions on the guest’s treatment.

Note

Note: Your organization can rename the Forms tab of Guest profile. For example, if your organization is using this tab to show treatment-related information, then you can rename the tab as ‘Treatment plan'.

On the Forms tab, you'll first find Guest forms, followed by Service forms for upcoming appointments and past appointments in their respective sections. You can also filter, search, view history, send emails, and access form logs.

  1. Tap the Forms tab to access service forms, treatment plans, SOAP notes, and consent forms.

  2. Tap the appropriate form to view or edit (only employees with permission can edit forms).

  3. Tap Save to store changes or Submit to finalize the form.

  4. Tap Logs to view submission history.

Upload and compare guest photos from Gallery

  1. Tap Gallery.

  2. Tap Upload and select one of the following options:

    Take Photo: Opens the camera (for Photo Manager users).

    Select Files: Opens the file manager.

    Select Photos: Opens the device gallery.

  3. Select the images or files you want to upload. You can upload up to 10 files at a time. Supported formats include .gif, .jpg, .png, .jpeg, .tiff, .pdf, .mp4, .mkv, .mov, and .avi.

  4. Tap Select, choose two images, and tap Compare to analyze them.

A maximum of 10 files can be added to the Global Gallery. Uploadedfiles are linked directly to the guest's profile.

Manage potential opportunities

  1. Tap the Opportunities tab to track potential service or product recommendations for the guest.

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

  3. Add a new opportunity by selecting a service or product and adding relevant notes.

Manage referral history

  1. Tap the Referral History tab to view referrals made by or for the guest.

  2. See details of referred guests, including their visit history and status.

  3. Tap + Referral to add a new referral entry if applicable.

Manage guest participation in campaigns

  1. Tap the Campaigns tab to see all marketing campaigns the guest has engaged with.

  2. View past campaign participation and response history.

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

Manage adjustments

  1. Tap Adjustments to review service and price adjustments.

  2. Tap Add New, select the service, provider, duration, and enter notes if needed.

Record guest notes

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

  1. Tap the Notes tab to view past notes.

  2. Tap + Note to create a new note.

  3. Enter the note details and select a business unit.

  4. Select the appropriate note type based on when the message should appear.

  5. Tap Add to save the note.

    Note

    To protect your data and comply with PCI DSS 4.0 standards, entering credit card numbers in this field is not permitted. For more information, refer to Zenoti Prevents Card Number Entry in Guest Notes article.

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 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’

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