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The guest record

Every guest opens into one page at /admin/crm/guests/:guestId: a header that says who they are, a four-part strip that says where the relationship stands, and eight tabs. This guide goes through the page tab by tab. For finding guests, creating them, ID scanning and deletion, see Guests & CRM.

Who can use it​

  • Open the record and read every tab — guests.read. Without it the page says Access Denied.
  • Change anything (contact details, addresses, preferences, allergies, notes, tasks, linked guests, logging and sending messages) — guests.update: every role except Viewer. Without it the header shows a Read Only badge and the edit buttons are not there.
  • Add, replace or remove a card — guest.add_card. See saved cards and the Payment & credit table — guest.card_methods.read. Both: every role except Viewer.
  • Change the guest's photo — crm.update: Manager and Admin.
  • Recompute on the relationship strip — crm.signals.recompute: Admin.
  • Export PII Data — privacy.pii.export: Admin. Delete Customer — guests.delete: Manager and Admin.

The header​

The header stays put while you move between tabs.

  • Photo. Click the round photo to upload and crop a new one (JPEG, PNG, WebP or GIF). The camera overlay appears for anyone who can edit the record, but the upload is only accepted from a role with crm.update; other roles get Upload failed. Seeing an existing photo needs crm.read; without it you see the guest's initials.
  • Name and badges. VIP and Discreet flags, an eligibility badge (ID Verified, 21+ on file or Underage), and the name of the guest's active club. There is no control on this page to set VIP or Discreet.
  • Contact line. Email, phone, home city and Customer since. If your role has voice.use and calling is set up, the phone number is a click-to-call link.
  • Previous and Next arrows. Step to the neighbouring guest in the order you left the Customers list in. At either end the arrow is greyed out.
  • Actions. New Reservation (needs reservations.create), New Order (needs checks.create), New Club Membership, and Contact, which jumps to the Communications tab. Export PII Data downloads the guest's personal data as a JSON file. Delete Customer is covered in Guests & CRM.
  • Chips. Spend tier, an allergy pill, the card on file with its expiry, and a paused or cancelled membership with its status.

The link above the name takes you back where you came from: CRM, Reservations or Wine Club.

The relationship strip​

Four cells sit under the header on every tab:

CellWhat it shows
RelationshipThe stage: New, Low, Medium, Strong or Advocate, with a five-step meter.
DirectionRising, Falling or Steady, and the number of days it was measured over.
Last seenThe date of the last visit and how many months ago that was.
Worth doing nextOne suggested next step, such as "Steady. Nothing owed — keep the cadence and do not over-contact."

An Admin sees Recompute in the Direction cell. It queues a fresh calculation and answers "Recompute queued"; the page refreshes itself a few seconds later.

If a stage was set by hand, the strip shows Set by hand and a line underneath names who set it, when and why, and what the system would otherwise read. There is no button on the record to set or clear a stage by hand.

Overview​

The Overview is the briefing. Top to bottom:

  • Standing notices — a row of chips for allergies and cautions, when the guest has any. There is no control on the record to add or remove a notice.
  • How to look after them — Allergies, Pours and Pace. An empty row reads Not recorded or None recorded, never a blank. If allergies could not be loaded the row says "Could not be checked — ask the guest before serving." Edit takes you to the Profile tab.
  • Where this relationship stands — two or three plain sentences about visits, spend and club, with a small chart of the stage over time once at least two changes have been recorded.
  • Value — Lifetime, Spend, 90d, Visits, Reservations, Club, Gross profit and Stage, each with a line underneath saying what the figure is made of. Gross profit shows a dash and "no cost recorded" when no product costs are on file.
  • Relationship Momentum — 90-Day Spend, Prior 90d and 365-Day Spend, marked Spend growing, Spend declining or Spend steady.
  • Tasks — see below.
  • Recent Orders — the last five orders. Click one to open it.
  • Upcoming Reservations — the guest's five latest-dated reservations. Despite the title, this list is not limited to future dates, so it can include bookings that have already happened. Click one to open it.
  • Active Memberships and Recent Communications — shown only when there is something to show. A membership row opens the wine club list.

Add and complete a task​

  1. In Tasks, type into Add a task….
  2. Optionally pick a due date.
  3. Choose Add. The message reads "Task added".

Tick the box beside a task to complete it; tick it again to reopen it. The card counts how many are open. A task past its due date shows the date in red. Tasks added here show Unassigned: the record has no way to assign, edit or delete a task.

History​

Everything, in order is one list of what has happened on the record, newest first, with a year heading between years. Columns are Date, Kind, What happened, Who did it and Value.

Filter by kind with the buttons above the list — Visit, Order, Reservation, Club, Message, Note and Record — and use Clear to remove the filter. Record covers changes to the record itself, such as "Address added", "Card removed", "Preferences updated" and "Allergy recorded".

The list loads 50 rows at a time; choose Load more for older ones. The count at the top right tells you how many are shown out of the total. Rows here are for reading; they do not open the order or reservation.

Profile​

The Profile tab is where most editing happens. Its cards, in order:

Identity​

Shows Primary Email, Primary Phone, the address on file and any Identity Links. The pencil opens Edit contact info, where you can change First name, Last name, Email and Phone, then Save. Date of birth is not edited here; it changes through Update from ID.

Household & referrals​

Links this guest to another guest's record.

  1. Choose Link someone.
  2. Search by name or email (at least two characters) and pick the person.
  3. Choose how they are related: Household, Spouse, Colleague, Assistant or VIP referral.
  4. Choose Link.

The link shows on both records. Assistant reads as Assists on the other person's record, and VIP referral reads as Referred by. Click a linked name to open that record. The X removes the link at once, with no confirmation. Combined lifetime adds this guest's lifetime spend to that of everyone linked.

Addresses​

Primary Shipping, Primary Billing and any Additional Shipping addresses. Add opens Add Address: choose Shipping or Billing, fill in the address, and tick Set as primary shipping if it should be. The pencil edits an address and the bin removes it at once. Use shipping for billing copies the primary shipping address over the billing one.

Payment & credit​

A read-only table of everything of value on file: saved cards, gift cards and loyalty points. Columns are Instrument, Detail, Status, Balance and Added.

  • A removed card stays in the table as Detached, with who removed it and when.
  • Gift cards appear whether they were "issued to them" or "bought by them", with the current balance. The Detail column shows the card's code.
  • Loyalty points come from Commerce7 and cannot be changed here.

Viewers do not see this card at all.

Card on File​

Lists the guest's saved cards with expiry dates, and marks the Default.

  • Add Card offers Tap on Terminal (a WisePOS E reader) or Type Card Number. No charge is made.
  • Set Default appears when there is more than one card.
  • Replace on the default card captures a new card in its place.
  • The bin asks you to confirm, for example "Remove Visa ending in 4242?"; choose Yes, Remove. Removing the default makes another card the default.

Alcohol Eligibility​

Shows Eligible, Underage, Needs Review or Unknown, the date of birth and the ID verification status. Details opens Alcohol Eligibility Details with how and when the ID was checked. Update from ID starts an ID scan; the steps are in Guests & CRM.

Tags​

Shows the guest's tags when they have any. Tags cannot be added or changed on the record. With none, the card reads "Tags will appear here once tags UI is wired."

Preferences​

A table of what you know about how the guest likes to be looked after: Preference, Value, How we know, Strength, Visibility and Confirmed. Visibility is Floor or Internal.

To change them:

  1. Choose Edit.
  2. Fill in a block: Seating (Area, Sun, Noise, View), Pace & Service (Pace, Interaction), Wine Style (Varietals, Sweetness, Adventurous, Dislikes), Accessibility (Mobility, Sensory, Medical Notes) or Occasion (Occasion, Notes, Surprise).
  3. Save that block with its own button: Save Seating, Save Pace, Save Wine Style, Save Accessibility or Save Occasion.
  4. Choose Done.
Each block saves separately

Nothing is saved until you press that block's own save button. If you switch tabs or choose Done with changes still open, Avero asks "Discard unsaved preference changes?" — choose Keep editing to go back. This check covers preferences only. Text typed into Standing Notes and not yet saved is lost without a warning.

Three things to know about what the table shows afterwards:

  • Anything saved here is recorded as Guest said so and Strong, with today's date under Confirmed. The form has no field to say otherwise.
  • For Seating, the table shows only Area. Sun, Noise and View are saved and reappear when you choose Edit, but they are not listed in the table. A guest with only those three set shows no Seating row.
  • For Occasion, the Notes text is saved but not listed in the table.

Allergies​

A table of Allergen, Severity, At order time, How we know and Confirmed. With none it reads "None recorded. That is not the same as none — if nobody has asked, it is worth asking."

  1. Choose Add.
  2. Pick one or more allergens.
  3. Answer How serious is it? — Preference, Intolerance, Allergy or Anaphylaxis. There is no default; you have to choose.
  4. Set How do we know? — Stated by guest, Staff observed, Imported or AI suggested.
  5. Add Notes (optional) and choose Save.

The X on a row removes that allergy at once.

Standing Notes​

Two free-text notes, each with its own button: Standing Note (Save Standing Note) and Service Note (Save Service Note).

Reservations​

A table of the guest's bookings: Date, Experience, Party, Host, Status, Check, Spent and Became. Check reads Opened when a check was opened against the booking. Became reads Paid order, club, both, or Nothing. Click a row to open the reservation.

Filter by All, Confirmed, Seated, Canceled or No Show. The tab shows the 50 most recent bookings and says so when there are more, for example "Showing the most recent 50 of 120. The figures below count only the rows shown."

Two figures sit under the table: Booking → paid order and Booking → club sign-up. The club figure counts only sign-ups taken at the register; one sold online or synced from Commerce7 is left out.

Orders & checks​

A table of the guest's orders: Date, Source, From booking, Items, Total and Taken by. From booking shows the reservation an order came from, or Walk-in. Click a row to open the order. Club orders synced from Commerce7 are mixed into the same list, marked Club allocation; those rows do not open.

The header shows the total number of orders. The table itself lists the 50 most recent and has no way to load more, so on a long-standing guest the total can be larger than the rows you see.

The status filter only works for Open today

The filter offers All, Open, Completed and Cancelled. Open works. Completed and Cancelled find none of the guest's register or online orders, because Avero records those orders as paid, refunded or canceled. With either selected you see only matching Commerce7 club orders, or "No completed orders". Use All and read the status under Taken by instead.

Wine club​

A table of memberships: Club, Tier, Joined, Status, Shipments and Sold at. Sold at links to the reservation the membership was sold on, or reads Not from a booking. Clicking a row opens the wine club list; there is no page for a single membership.

Below the table:

  • Club Shipments — each shipment with its date, tracking number, carrier, value and status. Up to 50 are listed.
  • Club Orders from Commerce7 — shown when there are any, each with a Club Order badge.

To start a membership for this guest, use Actions, then New Club Membership. See Set up your wine club.

Export a guest's reservations, orders or memberships​

Export in the header of the Reservations, Orders & checks and Wine club tabs downloads that table as a CSV file named after the guest. On Reservations and Orders the file follows the status filter you have set, and it contains every matching row, not only the 50 on screen. The Orders file does not include Commerce7 club orders.

Communications​

A log of calls, texts, emails and other contact with the guest, newest first. The header reads, for example, "12 of 40 shown". The tab lists up to 50 entries at a time; narrow it with the filters to reach older ones.

  • Filter by channel (Phone, SMS, Email, In Person, Social, Other), by Direction and by Status. The magnifier opens a search over subject and message text.
  • Read an entry by clicking it to expand the full text. Sent emails show small icons for delivered, opened, clicked, bounced and unsubscribed. Entries created by the AI agent carry an AI Agent chip.

Log an interaction​

  1. Choose Log interaction.
  2. Set Channel and Direction, add a Subject and Notes.
  3. Set Status to Open, Resolved or Pending.
  4. Choose Save. The message reads "Communication logged".

This records that the contact happened. It does not send anything.

Send a text​

  1. Choose New message. The dialog is titled New SMS Message.
  2. Pick a Brand.
  3. Leave Mode on Freeform and type the Message, or pick a Quick Reply... to fill it in. Template mode sends a saved template by its ID.
  4. Optionally add Tags.
  5. Choose Send SMS.

SMS thread opens the back-and-forth text conversation with the guest, where you can reply directly. It appears only when the guest has a phone number.

A guest who has opted out shows a red SMS opted out badge. You can still open the dialog, but it warns "This guest has opted out of SMS. Messages will be blocked." and a send comes back as "SMS blocked".

Email cannot be sent from this tab.

Read-only. The Consent card shows where the guest stands now:

RowWhat it shows
Email marketingGranted or Not granted, with when and how it was captured.
SMS marketingGranted, Not granted, or Suppressed — "do not text, regardless of opt-in".
Data exportThe date of the last export request, or Never requested.
DeletionThe date of the last deletion request, or Not requested.

Below it, Consent Audit Log lists each consent event, newest first, marked Consented or Withdrawn, with the flow it came from (for example Storefront Checkout or Wine Club Signup (POS)).

There is no control on the record to change a guest's marketing consent.

Reference​

ControlWhereWhat it does
Previous / Next arrowsHeaderOpen the neighbouring guest from the Customers list.
ActionsHeaderStart a reservation, order or membership; export or delete.
RecomputeRelationship stripQueues a fresh stage calculation (Admin).
EditOverview, How to look after themJumps to the Profile tab.
AddOverview, TasksAdds a follow-up task with an optional due date.
Load moreHistoryLoads the next 50 events.
Link someoneProfile, Household & referralsLinks another guest's record to this one.
Use shipping for billingProfile, AddressesCopies the primary shipping address to billing.
Add CardProfile, Card on FileSaves a card by terminal tap or typed number.
Update from IDProfile, Alcohol EligibilityRuns an ID scan against this record.
ExportReservations, Orders & checks, Wine clubDownloads that table as CSV.
Log interactionCommunicationsRecords a contact without sending anything.
New messageCommunicationsSends an SMS.
SMS threadCommunicationsOpens the text conversation.

Troubleshooting​

  • "You do not have permission to view guest records." — your role lacks guests.read. Ask an admin.
  • A red message mentioning "Guest not found" in place of the record — the link is wrong or the guest was removed. Use the Back to CRM button to return to the list.
  • "Upload failed" when changing the photo — changing a guest's photo needs crm.update, which Managers and Admins hold.
  • "A card is on file with the payment processor, but it has not synced to this ledger" — the header shows a card but Card on File has no row for it, so there is nothing to replace or remove here. Viewers see this message whenever the guest has a card, because their role cannot load the card list.
  • "Could not link" — when the detail mentions "These guests are already linked", the two records are already connected; look in Household & referrals.
  • "No completed orders" on a guest you know has paid orders — see the note under Orders & checks. Set the filter to All.
  • "Error sending SMS" — when the detail mentions "guest has no phone on file", add a phone number under Identity first.
  • A preference you saved is missing from the table — Seating's Sun, Noise and View, and Occasion's Notes, are saved but not listed. Choose Edit to see them.