SMS & WhatsApp

Confirmation Messages

When a reservation is made — through the AI voice agent or manually — an instant confirmation is sent via SMS or WhatsApp. It includes the restaurant name, date, time, party size, and booking code.

Each restaurant sets default channels (SMS, WhatsApp, or both). Guests receive messages on the configured channel.

Smart Reminders

Two reminders are automatically created per reservation: a 24-hour reminder and a same-day reminder. They're automatically dispatched throughout the day by the background scheduler.

Reminders help reduce no-shows and last-minute cancellations by keeping your reservation top of mind.

Waitlist Notifications

When staff marks a waitlisted guest as "notified," an SMS is sent automatically: "Your table at [Restaurant] is ready! Please confirm within 10 minutes."

If the guest doesn't respond, the next party on the waitlist can be notified. A seated confirmation message is also sent when the guest is marked as seated.

Cancellation Recovery

When a reservation is cancelled, the system automatically checks the waitlist for a matching party. If found, a recovery message is created offering the freed slot.

The recovery message includes the time slot and party size, helping fill tables that would otherwise go empty.

Follow-Up Messages

When a reservation is marked as completed, a follow-up message is scheduled for the next day. It thanks the guest and invites feedback.

Delivery Tracking

Every outbound message is tracked through its lifecycle: Pending (queued), Sent (accepted by Twilio), Failed (undeliverable), or Cancelled (reservation modified or cancelled).

A background scheduler runs every 60 seconds to dispatch pending due messages automatically. Failed deliveries are escalated to staff via a ticket.

You can also manually trigger dispatch from the dashboard for immediate sending.