What this helps you do
Conversations are your one-to-one threads with individual guests, both the replies you receive and the messages you start. Replies arrive on two rails, Blasts and email, and land in the same inbox. Because a guest can simply reply to a Blast, a wait-list note or a last-minute-availability Blast turns into bookings you work through in one place. Your team sees who is replying to whom, can assign a thread to a colleague, and keeps private staff notes on each guest (allergies, favorite table, anniversary) that the guest never sees. Everything with one guest stays in a single thread you can find again by name, email or a word from the message.
When to use it
Use it when a guest replies to take a table you offered, asks whether the tasting menu can be made vegetarian, asks to be told when a sold-out night opens up, confirms a catering headcount, or when you want to thank one regular personally.
How to do it
- Open Conversations.
- Read replies as they arrive, or click New conversation to message any connected guest.
- Reply in the thread; the Hub answers on the rail the guest uses, Blasts or email.
- Assign the thread to the right person, for example the host stand for a reservation or the events coordinator for a private dinner.
- Open the guest's page for their history, RSVPs, household and staff notes.
- Search by name, email, or message text to find any thread.
Example
After the last-minute-availability Blast, a regular replies asking for a table for four at 7. It appears in Conversations. The manager assigns it to the host stand, who confirms the table in the reservation book and adds a staff note that the guest prefers the window. The whole exchange stays in one thread the next time she writes.
Good to know
- The Hub is not a reservation system and does not hold your book: a reply is a request your team still enters wherever you keep the floor plan.
- Replies can be turned off per Blast, for example on an hours change; a reply to such a Blast is marked so you know the context.
- A Leader only sees replies from the audiences they are granted.
- STOP and START are handled automatically on both rails, and the guest's page shows their opt-out state.
- Receiving is free for guests; a reply they send uses their own Blasts credits, never the restaurant's.