How does Bookings work?
The system works through three main components:
1. Reservation channels
Reservations can come from different sources:
Website reservation form
The customer fills out a form created and configured by the team, choosing date, time, number of people, and leaving their contact details.Agent (WhatsApp & Instagram)
The agent can take reservations while chatting with the customer. This flow depends on the active integrations and the configured availability.Manual entry and walk-ins
The team can create reservations manually, whether through phone calls, external messages, or customers arriving without a prior reservation (walk-ins).
2. Management Backoffice
All reservations are centralized in the backoffice:
Reservations list: view all reservations with their key information.
Reservations agenda: displays reservations in calendar format (month, week, or day).
Shift center: defines future availability so the agent can take reservations correctly.
3. Customers and conversations
Bookings also integrates:
Customer list: historical database of customers who made reservations.
Agent chats: active conversations where the agent interacts with customers, AI-assisted, and manages reservations.
What is the Reservations tool for?
The Reservations tool allows you to:
Centralize all reservations in a single system
Reduce operational errors
View availability in real time
Facilitate taking reservations from conversational channels
Have complete traceability of customers and reservations
Impact of a shift within the Reservations system
Once a shift (reservation) is generated in the system, it is not just an isolated record: it has a direct impact on multiple components of the operation and workflow of the platform. This is key to understanding how the reservations module works within RAY.
1. It affects operational availability
The reservation takes up a space/time slot in the agenda, blocking that slot for other customers or walk-ins. This ensures that the system only shows users free time slots and prevents unwanted overlaps in the operation.
2. It is reflected in the agenda and Backoffice management
Each shift entered—whether from the website, from the agent (WhatsApp, Instagram), or manually in the Backoffice—is recorded in the Reservations Agenda. There it can be viewed, edited, or canceled as needed, and its status impacts the daily operational view.
3. It contributes to metrics and analytics
Shifts are used to build reports and metrics on occupancy, no-shows, efficiency, and time slot usage. This allows for informed decisions about peak demand times and service strategies.
In summary, a shift is not just a scheduled appointment but an element that impacts availability, daily operations, customer experience, and business metrics, making its management central to the correct functioning of the Reservations system.
Summary
Bookings is the core of the business reservation management. It connects the website, messaging channels, and backoffice in a single flow, enabling an organized, clear, and scalable operation.