Foodie listens, captures, routes to a manager. Never auto-resolves. Never tries to make the customer happy with a script.
What Foodie does
Detects intent (anger, dissatisfaction, complaint language).
Listens. Doesn't argue, justify, or apologize generically.
Captures:
Nature of the complaint
When it happened
Reservation or visit details if relevant
Best callback number
Email (optional)
Acknowledges the issue and confirms a manager will follow up.
Drops a Complaint card in the Inbox — high priority.
Pings whoever subscribed (manager / owner).
Card type in the Inbox
Card "Complaint Handling" — starred for priority by default.
Full transcript of the call attached.
Your team can listen back to the recording if helpful.
Reply by text from inside Tablevoice, or pick up the phone.
Why this is one of the more important playbooks
Customers who complain and feel heard are more likely to come back than customers who never had a problem. Foodie handling complaints poorly (with empty apology language) would be worse than no AI. So Foodie does the minimum — captures the issue, doesn't argue, gets it to a human fast.
What configures this playbook
Notification routing (Notifications) — manager and owner should both subscribe to Complaint Handling
Sometimes routed straight to live transfer during business hours (Live transfers)
When in doubt, complaints get the most-human treatment available. We'd rather your manager get woken up by a complaint ping than a guest feel ignored.