In this article, you will find explanations about the new customer management logic, based on the email address as a unique identifier. We also present best practices to avoid common errors, as well as the dedicated prescriber feature.
Summary
Understanding Customer Management
Common Use Cases
Common Cases & FAQs
Support & Related Articles
What You Need to Know
Zenchef now uses the email address as the primary identifier to associate reservations with a customer profile. This helps prevent duplicates in your guest database.
If a new reservation contains an email address already known to the system, it will automatically be linked to the existing profile, even if the name is different.
This logic applies to all reservations, including those added manually.
This can lead to confusion if you use fictitious or shared email addresses (e.g., aa@aa.com) for manual reservations.
1. Understanding Customer Management
The email address is the unique identifier of the customer profile.
Each time a reservation is created with an email address, Zenchef checks if it already exists in your customer base:
If the email exists, the reservation is linked to the existing profile, even if the name is different.
If the email is new, a new profile is automatically created.
This avoids duplicates and allows for a centralized history of a customer's visits. However, be cautious with shared or generic addresses that can distort customer data.
2. Common Use Cases
Case 1: Manual Reservations with a Fake Email Address
If you do not wish to provide an email address when manually creating a reservation:
Disable the mandatory email field in Zenchef settings here: Manual Reservation Settings
This prevents creating reservations with a generic address already used by other profiles (and therefore avoid attachment errors).
Case 2: Using the "Prescriber" Feature
Some restaurants (groups, hotels, conciergeries) manage reservations via prescribers (individuals or entities making the reservation on behalf of the client).
Zenchef allows you to automatically identify reservations from a prescriber using the dedicated feature.
More info: Prescribers on Zenchef
How to Configure a Prescriber?
Each prescriber must have an email address and a phone number.
You can choose to forward notifications intended for the client to them (enabled by default).
Activate the Prescriber field in the settings here: Manual Reservation Settings
Two Options Depending on Your Configuration:
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Option 1: Email/Phone Not Mandatory
You can leave the "email" and "phone" fields empty and simply select the prescriber.
Zenchef will create a reservation linked to the prescriber without associating incorrect email/phone information to the client.
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Option 2: Email/Phone Mandatory
Enter the prescriber's contact details in the email and/or phone fields.
Zenchef will automatically identify the corresponding prescriber and link the reservation without you having to select them from the list.
How Does Automatic Prescriber Association Work?
Automatic Detection: When a reservation is created, Zenchef checks the contact details (email/phone).
Smart Linking: If the information matches a known prescriber, they are automatically associated with the reservation.
Optimized Performance: This process is fast, even with a large prescriber database.
Benefits for Your Restaurant
Track partners generating the most reservations
Easily manage commissions if necessary
Identify your most valuable prescribers
Measure the impact of your marketing channels
Gain reliability in your customer data
3. Common Cases
A customer complains about seeing a different name on their reservation → Check if a generic email address was used.
Multiple reservations appear under the same name → Inspect the email used; it is likely common to several customers.
FAQ
What happens if I change the name of a guest linked to an existing email?
You only modify the current reservation. The original customer profile remains unchanged unless you edit it manually.Can I create a profile without an email?
Yes, by disabling the mandatory email field in your settings. This avoids duplicates related to generic addresses.If I already have guests with the prescriber’s phone and the prescriber calls what will be displayed in Phone?
If you have a prescriber created (not matter when) with the correct contact information, we will take in priority the prescriber. The prescriber will be displayed in Phone and you can take a new reservation without impacting the other guest.
4. Support & Related Articles
Contact Our Support Team
For further assistance, feel free to contact Zenchef support via the chatbot available in your client dashboard or visit our Help Center.