Profiles user manual

Initial setup

1. Open Profiles and follow the setup pages, including property readiness and duplicate matching preferences.
2. Choose Intro Mode for preset grouping or Full Mode for editable matching and on-demand merging.
3. Configure automatic merging separately; selecting a mode does not itself enable it.
4. Use Properties to review account-level property selection and Advanced to review optional behavior. Open Tutorial or the optional onboarding call for setup help.

Account and reservation views

1. Use the account profile list to search and review guests and duplicate groups.
2. Open Profiles from a booking or reservation to review the participants, comments and reservation context for that stay.
3. In property context, check the property shown before changing data. Account-wide settings can be read-only or unavailable.

Review candidate groups

1. Search or filter the profile list and choose the grouping criteria available at the top of the list.
2. In Intro Mode, list grouping requires email, phone, first name and last name to be present and match. Full Mode allows custom rules.
3. Use email or phone together with identifying fields. Phone fuzzy matching compares normalized trailing digits, so inspect the actual numbers.
4. Expand a group and compare contacts, names, addresses and reservations before treating it as one person.
5. Load additional pages when reviewing more results. The currently loaded selection is not necessarily every profile in the account.

Automatic merging has its own matching rules. Changing the list grouping does not automatically change background rules.

Merge a reviewed selection

1. Switch to Full Mode when on-demand merge controls are needed.
2. Select the profiles or duplicate groups and inspect the proposed surviving target.
3. Review guest identity, contact data, notes and existing reservations. Exclude uncertain matches.
4. Choose the available selected/group merge action, review the terms and confirm.
5. Review successful and failed merges, then reopen the surviving profile to verify its data.

Merging is irreversible. Similar names or shared family contact details alone do not establish that two guests are the same person.

Merge All applies to the loaded groups in the current workflow; check the selection and loading state before confirming.

Enable and configure

1. Open the automatic merging controls or Automation tab. Review daily merging and real-time merging independently.
2. For daily merging, inspect the saved execution time and its displayed time zone. Legacy schedule controls use UTC.
3. For real-time merging, review the delay in minutes so recent profile changes have time to settle.
4. Inspect each matching Way. The default fallback tries email + last seven phone digits + last name, then phone digits + first name + last name, then email + first name + last name.
5. Each configured Way requires at least three data points and must include email or normalized phone. Save only after reviewing sample matches.

Pause, change and verify

1. Turn off the relevant automatic switch to pause that process.
2. Edit the matching rules or schedule and confirm the saved state.
3. Use operation results and logs to verify a subsequent run. Remove a legacy schedule with its remove control when appropriate.

Do not infer that background merging is enabled from Intro or Full Mode alone.

Add and maintain context

1. Open a profile or a booking/reservation participant and inspect existing notes and Apaleo comments.
2. Add a note and use hashtags for repeatable guest context. Select the intended participant when several guests are shown.
3. Use the AI comment summary as a starting point, then consult the underlying comments for details.
4. Edit or remove a note only when the controls permit it; a read-only message can reflect your access or the note level.

Optional Advanced settings

1. Enable Separate booking and reservation notes and comments when each stay context should keep its own notes and AI summary. Existing shared notes remain shared.
2. Enable Sync profile notes to active reservations to append a managed note block to eligible future and in-house reservations.
3. Enable Access-controlled note editing when Operational users should edit Operational notes and Admin users should edit both levels. Existing notes without a recorded level require Admin.
4. Review Returning-customer hashtag and Birthday during stay notice separately.

A summary can omit nuance. Check the original guest or operational comment before acting on it.

Use a stay context

1. Open Profiles from the intended booking or reservation and verify the IDs and property.
2. Switch between booking and reservation tabs when offered, and select the booker, primary guest or additional guest you want to inspect.
3. Review the loaded reservation history, stay counts, profile details, notes and loyalty information.
4. Use the available edit, internal booking or messaging action and verify its target before saving or sending.

History depends on the active property scope and loaded results. A missing historical stay does not establish that the guest never stayed elsewhere.

Internal booking and messaging actions depend on the installed IBE/MSG configuration and your access.

Review profile loyalty

1. Open the guest profile and inspect the displayed VIP and membership values.
2. After a merge, check the surviving profile for the combined statuses.
3. In Advanced, optionally enable Add merged VIP and memberships to active reservations.
4. Verify a future or in-house reservation after synchronization; existing membership choices are kept.

This option adds missing statuses in the background. It does not imply that every historical reservation is rewritten.

Find a segment

1. Open Profile insights and review the profiles-per-hashtag view.
2. Select a hashtag or search notes, hashtags and profile promo codes.
3. Filter bookers versus non-bookers and set a minimum reservation count when useful.
4. Open a matching profile to inspect the underlying context, or clear filters to return to the broader view.

Insight totals reflect the available profile and reservation data in the current scope. Verify loading and filters before comparing totals.

Choose the account policy

1. Open Advanced in an authorized account context.
2. Review Practical, Strict property boundaries and Complete property separation and read the explanation shown for the selected mode.
3. Practical keeps profile notes and hashtags shared across accessible stays. Strict limits stays, comments, notes and hashtags to their property context while still allowing profile merges that preserve each entry’s property.
4. Complete property separation also allows a merge only when every participating profile belongs exclusively to the same property. Existing merged profiles are not split.
5. In Strict and Complete modes, new entries belong to the current property; existing untagged/account-context entries stay account-only. Reservation sync uses entries tagged for that reservation’s property.
6. Choose the intended mode and use Reload to apply. This obtains fresh context and clears scoped data.

Diagnose a restricted view

1. Verify your Apaleo property access and the property from which Profiles was opened.
2. If configuration is read-only, ask the responsible administrator to review the account policy.
3. If notes or reservations appear missing, check the property mode and active booking/reservation tab before changing the data.

Investigate

1. If Profiles does not load, use the retry control and check Apaleo authorization and app billing.
2. If duplicates remain, compare the stored contacts with the matching rules and check whether the relevant automatic process is enabled.
3. If notes cannot be edited, check the note level, participant, context tab and property policy.
4. If a merge partly failed, review the item errors before retrying.
5. Send support the account, property, profile and reservation IDs, the mode and matching settings, run time and error text.