> ## Documentation Index
> Fetch the complete documentation index at: https://docs.abrahospitality.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Touchpoints

> Recording guest interactions

# Touchpoints

<Info>
  Touchpoints track meaningful interactions between staff and guests. Every touchpoint you record builds a complete picture of each guest's experience at your property.
</Info>

## Why Touchpoints Matter

Touchpoints create an audit trail of guest engagement that helps your team:

* **Recognize returning guests** - See past interactions instantly when a guest returns
* **Coordinate service** - Know what colleagues have already discussed with a guest
* **Improve handoffs** - Give shift successors context on recent conversations
* **Measure engagement** - Track how actively your team connects with guests

<Tip>
  Recording touchpoints takes seconds but pays off for years. A quick note today becomes valuable context for the guest's next visit.
</Tip>

## What to Record

Log touchpoints for meaningful interactions, not routine transactions:

| Record as a Touchpoint                           | Skip (routine transactions)   |
| ------------------------------------------------ | ----------------------------- |
| Concierge consultation about dinner reservations | Processing a room charge      |
| Manager table visit at the restaurant            | Delivering room service       |
| Problem resolution conversation                  | Checking ID at the front desk |
| VIP arrival greeting                             | Standard wake-up call         |
| Special request fulfillment                      | Housekeeping turndown         |
| Pre-arrival call to confirm preferences          | Automated confirmation email  |

<Note>
  Use your judgment. If an interaction reveals something about the guest or creates a memorable moment, it is worth recording.
</Note>

## Recording a Touchpoint

<Steps>
  <Step title="Open the guest profile">
    Search for the guest by name or navigate from their reservation.
  </Step>

  <Step title="Find the Touchpoints section">
    Scroll to the Touchpoints card on the guest profile page.
  </Step>

  <Step title="Click Add New">
    Click the **Add New** button in the top right of the Touchpoints section.
  </Step>

  <Step title="Enter the details">
    Describe what happened in the text field. Be specific enough that a colleague reading it later will understand the context.
  </Step>

  <Step title="Submit">
    Click **Submit** to save the touchpoint. You will see a confirmation when it saves successfully.
  </Step>
</Steps>

### Writing Effective Touchpoint Notes

<Tabs>
  <Tab title="Good Examples">
    * "Called to confirm spa appointment. Mentioned she prefers deep tissue massage and has a shoulder injury on the left side."
    * "Met at lobby bar for welcome drink. Traveling for their 25th anniversary, interested in private dining options."
    * "Assisted with restaurant recommendation. Booked 8pm at Ember Grill for party of 4, requested quiet table."
  </Tab>

  <Tab title="Too Vague">
    * "Called guest"
    * "Met in lobby"
    * "Helped with dining"
  </Tab>
</Tabs>

<Tip>
  Include details that would help you (or a colleague) continue the conversation naturally if you see the guest again.
</Tip>

## Viewing Touchpoint History

All touchpoints for a guest appear in the **Touchpoints** section of their profile, showing:

* What was recorded
* Who recorded it
* When it happened

The history displays in reverse chronological order, with the most recent interactions at the top.

### Editing a Touchpoint

To update an existing touchpoint:

1. Click the **pencil icon** next to the touchpoint
2. Modify the details
3. Click **Submit** to save changes

### Deleting a Touchpoint

To remove an incorrect or duplicate touchpoint:

1. Click the **trash icon** next to the touchpoint
2. Confirm the deletion when prompted

<Warning>
  Deleted touchpoints cannot be recovered. Only delete records that were created in error.
</Warning>

## Touchpoints and Reservations

When you create a touchpoint from a guest profile, it can optionally be linked to a specific reservation. This is helpful when:

* The interaction relates to a particular stay
* You want to track engagement for a future booking
* Multiple reservations exist and context matters

## Best Practices

<CardGroup cols={2}>
  <Card title="Record Immediately" icon="clock">
    Log touchpoints right after the interaction while details are fresh. Waiting until end of shift means forgotten details.
  </Card>

  <Card title="Be Specific" icon="pencil">
    Include names, times, and specifics. "Called at 3pm about spa" beats "Called about spa."
  </Card>

  <Card title="Focus on the Guest" icon="user">
    Note what matters for future service. Preferences, interests, and context are more valuable than what you said.
  </Card>

  <Card title="Credit Your Team" icon="users">
    Include colleague names when relevant. "Transferred to John in Concierge for tour booking."
  </Card>
</CardGroup>

## Related

<CardGroup cols={2}>
  <Card title="Guest Profiles" icon="address-card" href="/guides/guests/profiles">
    Managing complete guest profiles
  </Card>

  <Card title="Nuggets" icon="gem" href="/guides/guests/nuggets">
    Capturing lasting guest insights
  </Card>
</CardGroup>