CRM

What is it for?

The CRM is the directory of the property's customers/contacts. From here it is possible to browse them, add them manually and filter them to build targeted lists (the segments), reusable for example as recipients of an email campaign or in an automation. To access it, choose the CRM entry from the side menu of the panel.

? Screenshot: the CRM list with counters and buttons

From this section it is possible to:

• browse and search contacts in the CRM list;
• create a new contact with New Guest;
• build complex filters and saved segments with the Advanced search.

The contact list

At the top of the list there are three counters: Total guests, On-site (guests with In-Stay status) and Arriving (guests with Pre-Stay status). Below, the toolbar with the quick search (Filter guests...), the Show advanced search button and the New Guest button.

In the table, the ⋮ menu (three dots) on each row allows opening the Guest Details, Editing or Deleting the contact.

Adding a new guest

Click on New Guest: the creation form opens, split into three panels.

? Screenshot: the New Guest form

Personal Data

• First Name and Last Name: required (at least 2 characters).
• Date of Birth: optional; useful for birthday greetings and filters.
• Gender: Male / Female / Other.

Contact Data

• Email: the guest's address. Required.
• Language: the guest's preferred language (used for communications and translations).
• Mobile Number: international prefix (default +39) + number. It is effectively required: at least 5 digits and valid for the chosen prefix.
• Unit Identifier: the room/unit assigned, chosen from those of the property.
• Guest Status: the stage of the stay — Pre-Stay (arriving), In-Stay (on-site), Post-Stay (completed), Rejected or none. The status can also be changed later: with the Change status button in the Guest Details and on the edit page.

Preferences and Notes

Four toggles: Privacy Flag (privacy consent, on by default), Marketing Flag (consent to promotional communications), VIP Flag and Blacklist Flag. Then the Tags (free labels for segmenting) and the Notes.

To complete the creation, click the Create Guest button. Fields with errors are highlighted in red; on success you are taken to the newly created guest's page.

Advanced search

From the CRM list, click on Show advanced search: the panel for building even complex filters opens. The same button closes it again.

? Screenshot: the Advanced search panel

How it works: rows and groups

The filter is built with rows and groups:

• a row is a single criterion: Field + Operator + Value;
• multiple rows in the same group are in OR: it is enough that one of them is true (use + to add a row);
• multiple groups are in AND: they must all be true (use the Add Group (AND) button to create another one).

Example — selecting Italian or English contacts who have given marketing consent:

Available criteria

For each row choose the Field and then the appropriate operator and value:

• Name: contains / does not contain a text.
• Email / Phone: contains / does not contain, with value Present or Absent.
• Tag: contains / does not contain a tag, chosen from the list.
• Visit Count: greater than / less than / equal to a number.
• Last Seen: before / after / is a date (dd/mm/yyyy).
• Birthday: with ready-made ranges — Today, Tomorrow, This week, This month, In the next 7/15/30 days, etc.
• Gender: Male / Female.
• Privacy, Marketing, VIP, Fidelity, Blacklist: is / is not Flagged.
• Language: equal to a language.

Applying, resetting and saving

• Search: applies the filters and updates the table.
• Reset: clears all filters and returns to the full list.
• Save: saves the current combination as a reusable segment (a name is requested). The Search Filter field allows recalling an already saved segment; with a filter selected it is possible to Edit or Delete it.

Where segments are used

Saved segments become available as recipients in campaigns (Email, SMS, WhatsApp) and in the conditions of Automations.