How does taking reservations with the agent work?
The agent allows you to take reservations while interacting with customers through WhatsApp and Instagram. During the conversation, the agent collects the necessary data and records the reservation directly in the Bookings system.
This flow facilitates personalized service and allows questions to be resolved before confirming a reservation.
What does taking reservations depend on?
The ability to take reservations from the agent depends on:
The active integrations with WhatsApp and Instagram
The availability configured in the Shift Center
The information provided by the customer during the conversation
Based on these settings, the agent can confirm, suggest alternative times, or forward the reservation.
What information does the agent record?
When taking a reservation, the agent records:
Location or branch
Date and time
Number of people
Customer name and contact details
Additional comments (if applicable)
All this information is automatically saved in Bookings.
Where do these reservations show up?
Reservations taken by the agent are reflected in:
Reservations list
Reservations agenda (calendar)
Customer list, if it is a new customer
This ensures that all reservations, regardless of the channel, remain centralized.
Benefits of using the agent for reservations
Real-time service
Higher conversion rate from messages
Information centralization
Less friction for the customer
AI-assisted support
Tolerance for reservations taken by the agent
Reservations managed through the RAY agent (WhatsApp and Instagram) currently have a fixed tolerance of 15 minutes with respect to the shift time.
This means that, once the start time of the reservation has passed, the system allows a 15-minute margin before treating the reservation as a no-show.
Important considerations:
The 15-minute tolerance is a standard system behavior.
It is not configurable by the user in the current state of the product.
This logic aims to unify the service criteria and avoid inconsistencies in the management of reservations taken automatically by the agent.
Summary
The agent allows you to manage reservations conversationally from WhatsApp and Instagram, integrating these channels into the Bookings system and ensuring a smooth and organized experience for customers and teams.