Guest Management
View and manage your full guest database — 360° profiles, visit history, AI-powered churn predictions, sentiment scoring, lifetime value, segment builder, and consent records — all in one place.
Overview
Every guest who scans a QR Experience, joins a campaign, orders tableside, or is manually added to your account becomes a record in Guest Management. Guest profiles consolidate identity data, interaction history, AI-generated intelligence (churn risk, sentiment score, lifetime value), tags, and opt-in consent — giving your team the full context to deliver personalized, compliant outreach.
Key Concepts
360° Guest Profile — A unified record containing contact info, visit history, order history, communication preferences, AI insights, tags, and a chronological activity feed across every FluteOS touchpoint.
Engagement Score — A 0–100 score calculated from recency, frequency, and depth of interactions (scans, orders, campaign opens, replies). Higher scores indicate more active guests.
Churn Prediction — An AI-generated probability (Low / Medium / High) that this guest will stop engaging in the next 60 days, based on visit cadence decay, campaign disengagement signals, and spend trends.
Sentiment Score — Derived from review text, survey responses, and AI conversation content. Ranges from -1.0 (negative) to +1.0 (positive). Updated each time new feedback data arrives.
Lifetime Value (LTV) — The cumulative spend attributed to this guest via connected POS, tableside ordering, and loyalty redemptions. Projected LTV uses a 12-month forward estimate based on visit frequency and average spend.
Tags — Free-form or preset labels attached to guests for segmentation. Tags can be set manually, applied by automation rules, or assigned during a QR Experience flow.
Consent Record — Each profile stores the guest's opt-in status per channel (SMS, email) along with the timestamp and source of consent. This record is immutable and audit-ready.
Segments — Saved filter sets that dynamically group guests by any combination of tag, engagement score, churn risk, LTV, visit date, campaign interaction, or custom field.
How It Works
Viewing the Guest List
Go to Guests from the left navigation. The list defaults to all guests sorted by most recent activity. Use the filter bar to narrow by:
- Tag
- Engagement score range
- Churn risk tier (Low / Medium / High)
- Sentiment score range
- LTV range
- Opt-in status (SMS, email, or both)
- Source (which QR Experience or import batch created the record)
- Date range of first or last seen
Opening a 360° Guest Profile
Click any row to open the full profile. The profile is divided into five tabs:
| Tab | Contents |
|---|---|
| Overview | Contact info, tags, engagement score, churn risk, sentiment, LTV, consent status |
| Activity | Chronological feed of every scan, order, campaign interaction, and note |
| Campaigns | Which campaigns this guest has received and their response status |
| Orders | Full order history with items, spend, and timestamps |
| Notes | Internal staff notes (not visible to guests) |
Guest Intelligence Panel
On the Overview tab, the Intelligence panel surfaces AI-driven insights:
- Churn Risk — Color-coded badge (green/yellow/red) with the contributing factors (e.g., "No visit in 45 days", "3 campaigns unopened")
- Sentiment — Score and recent sentiment-driving quote pulled from their last review or survey
- Predicted Next Visit — Estimated return date based on historical cadence
- Recommended Action — The single highest-impact action FluteOS suggests (e.g., "Send re-engagement SMS", "Enroll in loyalty program")
Segment Builder
Go to Guests > Segments > New Segment to build a dynamic audience using any combination of filters:
- Guest attributes: name, phone, email, tags, source
- Engagement: score range, last seen date, visit count
- Intelligence: churn risk level, sentiment range, LTV range
- Campaign history: received, opened, clicked, replied, opted out
Segments update in real time. Any campaign or automation targeting a segment always uses the current membership — guests who qualify after scheduling are included automatically.
Save a segment with a name and description, then reference it from campaigns, automations, and reports.
Adding Guests Manually
Click Add Guest and fill in the contact form. Set opt-in status explicitly — do not assume consent. Manual additions are tagged with source: manual for reporting purposes.
Bulk Import
Go to Guests > Import and upload a CSV. The import wizard validates phone number format, deduplicates against existing records, and reports validation failures before committing.
Required columns: first_name, last_name, phone or email.
Optional columns: tags, sms_opt_in, email_opt_in, notes.
See Import Your Guest List from CSV for a step-by-step walkthrough.
Merging Duplicate Records
Open either profile and click Merge Guest. Search for the duplicate record and confirm. Activity histories are combined, the older record is archived, and all campaign associations transfer to the surviving profile.
Exporting Guest Data
Go to Guests > Export. Apply filters first to scope the export, then choose CSV or JSON. Exports include all fields except internal admin notes unless you check Include notes.
Tips
- Apply tags during the QR Experience flow (e.g., tag guests who select "interested in cocktails" with
cocktail-fan) — this keeps segmentation effortless and automated. - Monitor your High Churn Risk segment weekly. A targeted re-engagement campaign sent to high-risk guests 30+ days before predicted churn significantly improves retention.
- Sentiment scores below -0.3 warrant a personal follow-up. Route these guests to your manager queue via an automation for a direct check-in.
- LTV segments (e.g., "Top 10% by LTV") are ideal targets for VIP loyalty tiers and exclusive event invitations.
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