Guest profiles and CRM

The Guests page (under Growth → Guests) is your customer book. Profiles build themselves from QR orders, online orders, POS checks and reservations, so you don't have to type anything in. Guest CRM is included in the Growth plan and above, and in the free trial.

How guest profiles are created

AirQR recognises guests by phone number. A profile is created or updated automatically when:

• a guest enters their phone number on a QR or online order,
• staff add the guest's phone to a check (the Guest's phone box on an open order),
• a booking is made with a phone number, by staff or on your booking page.

If the number already has a profile, the new order or booking is added to it, so one guest never gets two profiles. You can also add someone by hand with Add guest.

Visits, Spent and Last visit go up only when a bill with that guest on it is paid and closed. A reservation alone doesn't count as a visit.

Finding guests: search, groups and sorting

The top of Guests shows Guests (total), Returning (the share who visited 2 or more times), VIPs and Avg. lifetime spend.

• Search by name, phone or email.
• Filter by group: All guests, VIP, Regulars (5+ visits), New (1 visit), Lapsed (45+ days) or Birthdays this month.
• Sort by Most recent, Top spenders or Most visits.

The list shows each guest's phone, visits, spend, last visit and tags. Allergies show in red under the name. Click a guest to open their profile.

What's on a guest profile

A profile shows:

• Visits, Lifetime spend, Average bill and Last visit.
• Favourite dishes: what they order most.
• Order history: their last 25 orders at your outlets, each linking to the order.
• Reservations: recent bookings and their status.
• Feedback: their star ratings and comments.
• Loyalty: their points balance and recent points activity, when loyalty is on (see Loyalty points).
• Call and WhatsApp buttons when there's a phone number. WhatsApp opens a chat with a short greeting for you to finish and send.

Tags, notes, allergies, birthday and marketing opt-in

In the Profile box on the guest page you can edit:

• Name, Phone, Email and Birthday.
• Tags: tap + vip, + regular, + celebrity, + critic or + corporate, or type a Custom tag and press Enter. VIP tags show highlighted everywhere.
• Allergies & dietary: for example "Peanuts, lactose intolerant, Jain". This shows in red on the guest list and profile.
• Notes: preferences, favourite table, occasions.
• Agreed to receive offers (WhatsApp / SMS / email): the marketing opt-in. Only guests with this on are included in Campaigns.

Click Save guest. Guests can also opt in themselves by ticking the offers box when they order, and online-order guests who opt in can add a birthday for a treat.

Owners, managers and hosts can edit profiles. Waiters and cashiers can view guests and notes but not change them.

Exporting your guest list to CSV

Click Export CSV at the top of Guests. The file includes every guest's name, phone, email, visits, total spent, last visit, tags, allergies, birthday and marketing opt-in. It always includes the whole guest list, whichever group filter is selected. Use the "Marketing opt-in" column if you message guests outside AirQR.

Pay first only, blocking and no-shows (takeaway and online)

Each profile has a Takeaway & online ordering box for guests who cause trouble with takeaway or online orders. It shows:

• No-shows: takeaway or online orders this guest never collected.
• Cancelled by guest · 30 days: orders they cancelled themselves.

To restrict a guest, type a short Reason (for example "3 fake orders in a week") and choose:

• Pay first only: they must pay before a takeaway or online order goes through.
• Block ordering: they can't place takeaway or online orders from this number (or the browsers it ordered from). They're asked to order at the counter.

Dine-in at a table isn't affected. Click Unblock to lift it, or Clear no-shows if the no-shows were a mistake. Every change is logged. A reservation marked No-show doesn't count here. See Order protection for more.

Erasing a guest's data

If a guest asks you to delete their data, open their profile and click Erase data, then confirm. This permanently deletes their profile and points, and removes their name, phone and address from past orders, bookings and feedback. Order amounts are kept for your tax records. You can't undo this.

Troubleshooting guests

• A guest isn't in the list. They didn't give a phone number. Add it on their next check, or use Add guest.
• Visits or spend didn't go up. The bill isn't closed yet, or no phone number was attached to it.
• "… already has this phone number." Another profile uses that number. Open that profile instead.
• The Guests page shows a lock. Your plan doesn't include Guest CRM. See Plans and billing.
• I can't edit a profile. Your role can only view guests. Ask a manager.