Restaurant Playbook

Use these simple patterns to get value in under an hour. Each playbook lists the blocks and tools to add—no coding needed.

1) Phone Ordering & SMS Confirmation

• Goal: Answer calls, take orders, and text a confirmation.
• Blocks: Start → Agent → Guardrails → Response → Twilio SMS.
• Tools: Twilio Voice (number), Twilio SMS, Knowledge Base (menu, hours, fees).
• Steps:
  1. Prompt: “Confirm items, quantities, pickup/delivery, contact. Read back total with fees.”
  2. Guardrails: block orders outside hours; require phone and order type.
  3. Response: summarize order for staff; SMS: send confirmation and pickup/delivery time.
• Result: Fewer missed calls; clean, confirmed orders with guest SMS.

2) Reservations & Waitlist

• Goal: Collect reservations or add to waitlist with clear rules.
• Blocks: Start → Agent → Condition → Response → Twilio SMS.
• Tools: Twilio Voice/SMS, Knowledge Base (party limits, deposit rules, blackout dates).
• Steps:
  1. Prompt: “Capture party_size, date, time, name, phone; confirm policy; offer next best times if full.”
  2. Condition: if party exceeds limit or outside hours, offer alternatives.
  3. Response: log to host channel; SMS: send confirmation or waitlist spot with ETA.
• Result: Consistent booking intake with fewer back-and-forth calls.

3) Delivery/Pickup Status Updates

• Goal: Proactive SMS updates for timing changes.
• Blocks: Start/API Trigger → Agent → Twilio SMS.
• Tools: Twilio SMS, Knowledge Base (pickup windows, delivery zones).
• Steps:
  1. Trigger with { order_id, customer_phone, status, eta }.
  2. Agent prompt: “Send a concise status update under 320 chars; include ETA and pickup/delivery details.”
  3. SMS: deliver the update; optional second SMS if delayed.
• Result: Happier guests with real-time expectations.

4) Catering & Large Orders

• Goal: Intake catering requests and hand off to manager.
• Blocks: Start → Agent → Guardrails → Response → Email/SMS.
• Tools: Email or Slack webhook, Knowledge Base (catering minimums, lead times).
• Steps:
  1. Prompt: “Capture headcount, date/time, budget, dietary needs, contact; enforce minimums and lead time.”
  2. Guardrails: if date too soon or below minimum, propose options.
  3. Response: summarize request for manager; SMS/Email: acknowledge receipt and next steps.
• Result: Structured catering leads with fewer manual calls.

5) After-Hours Handling

• Goal: Catch after-hours calls and convert them to next-day actions.
• Blocks: Start → Condition (hours) → Agent → Twilio SMS.
• Tools: Twilio Voice/SMS, Knowledge Base (hours, reopening time).
• Steps:
  1. If outside hours: Agent collects name, phone, and intent (order/reservation/catering).
  2. SMS: confirm you’ll respond at open and include a menu link.
  3. Optional: email/Slack summary to morning staff.
• Result: No lost intent; guests know when you’ll respond.

Tips for Restaurant Teams

• Keep prompts short; add JSON schemas for orders and reservations.
• Store all menu/hours/policies in the Knowledge Base for instant updates.
• Test with one live number before rolling out to all locations.
• Monitor usage in Billing; voice and SMS are the main drivers.
• Add escalation rules (transfer or voicemail) for VIP or sensitive cases.