How Foodie handles each scenario. A playbook is the script Foodie follows for a specific intent — a new reservation, a complaint, a lost item. Each playbook has its own card type in your Inbox.
What's in this bucket
Playbook | What Foodie does |
Reservations: new, modify, cancel | The bread and butter. Books, modifies, cancels through your reservation system. |
Group reservation requests | Captures details for parties above your auto-book limit; routes to your events team. |
Late arrivals | Takes the message, alerts your host stand, holds the table. |
Lost items | Captures details, gets a callback number, alerts your team. Surprisingly common. |
Complaints | Listens, captures the issue, routes to a manager. Never auto-closes. |
Catering inquiries | Captures or routes per your CRM setup. |
Handoffs / transfers | Foodie attempts to connect a guest to a human; falls back to a message if no answer. |
Phone orders & takeout | Captures and forwards or transfers — setup-dependent. |
What every playbook has in common
A specific opening prompt Foodie uses to confirm intent.
Specific fields she collects before completing or capturing.
A specific card type in your Inbox (color, icon, layout).
Optionally: a closing message Foodie tells the guest, and a confirmation text sent automatically.
Customizing playbook messages
A few playbooks let you customize specific lines:
Late arrival message — what Foodie tells the guest when they call to say they're running late.
Cancellation policy quote — the exact phrasing of your policy.
Group inquiry follow-up — the text Foodie sends after capturing a group lead.
Most venues never customize these. Defaults are good. Customize when your brand voice demands a specific phrasing.
Where playbooks plug into the rest of the app
Reservation playbooks consult How reservations get booked and Large parties & private events.
Cancel/modify consults Cancellations & modifications.
Handoffs consult Live transfers.
All of them push their cards to the Inbox — see Using the Inbox.
Pages in this bucket are mirrored to the Help Center for in-app search and Fin.