Customers, Loyalty, Feedback, And Campaigns
Manage customer records, loyalty points, feedback insights, and WhatsApp campaign workflows responsibly.
Customer tools help you recognize repeat guests, reward loyalty, learn from feedback, and reach out on WhatsApp—when you have the right consent and a lawful reason to contact them.
The restaurant remains responsible for communication compliance. Zesty provides the tooling; you own the customer relationship.
Customer records
How identity works
- Customers are keyed by phone number within your organization
- The same phone in another restaurant's Zesty org is a separate record—data does not mix
- Orders, visits, loyalty, and feedback link back to the customer record when phone is captured
What to store
Useful for operations:
- name and phone
- visit frequency and order history
- loyalty balance
- short service notes ("prefers less spicy")
Avoid storing sensitive personal data you do not need for service (government IDs, health records, etc.).
When phone is captured
- staff New Order or Billing
- QR ordering (when customer enters phone)
- POS optional name/phone
- marketplace orders (provider-dependent)
More complete phone capture = better history—but respect customer choice where optional.
Loyalty points
Loyalty lets you reward repeat visits with points that can be redeemed per your rules.
Staff habits
- record why points were added or removed
- avoid large manual adjustments without manager review
- align redemption rules with menu pricing (train counter staff)
Manager review
Watch for:
- unusual spikes from one staff account
- adjustments without order context
- disputes at billing ("I had points")
Access logs and order history help investigate.
Feedback
Feedback collects customer opinions tied to service context—often after a visit or order.
How to use feedback
- spot recurring complaints (slow service, wrong item, payment issue)
- prioritize training or menu fixes
- verify details before refunds or public responses
Feedback is operating signal, not automatic proof. Talk to staff and check orders before acting.
WhatsApp campaigns (plan permitting)
Campaigns let you message groups of customers through WhatsApp integrations.
Before you send
Confirm:
| Check | Why |
|---|---|
| Consent | Customers opted in to marketing |
| Audience | Right segment, not entire stale list |
| Message purpose | Offer, hours change, event—not misleading |
| Provider status | Integration healthy, templates approved if required |
| Opt-out path | Customers can stop messages per your policy and law |
After you send
- monitor delivery and failures
- respect retries limits—do not spam failed numbers blindly
- log what was sent for internal review
Privacy and compliance (plain language)
- collect only what you need
- tell customers how you use their number (privacy notice, signage, or terms)
- honor opt-out requests promptly
- do not buy or scrape phone lists into Zesty for blast campaigns
- consult your advisor for local rules (India: TRAI, DPDP, and platform policies)
Zesty does not provide legal advice.
Module dependencies
Customer features require Customers in the feature catalog. Campaigns and advanced outreach may need plan entitlements. Staff need explicit permissions—not every cashier should run campaigns.
Common workflows
Regular guest recognition
- Customer gives phone at billing
- Staff sees visit history and loyalty balance
- Apply earned redemption per your policy
Complaint follow-up
- Feedback flags issue
- Manager reviews order and staff notes
- Refund or goodwill gesture if appropriate—with documentation
Promotional blast
- Build audience with consent filter
- Draft clear message with expiry and terms
- Manager approves send
- Track delivery; stop if opt-outs spike
Related guides
- Orders and billing — capture phone at payment
- Staff and access — campaign permissions
- Menu and QR — QR capture paths