Three different signals, three different responses. Knowing which is which saves your team and ours from chasing nothing.
Three flags, three actions
"Something happened that I want to remember."
A call that was funny, kind, or noteworthy. Something a teammate should see.
Action: thumbs-up the card. Optionally share the card URL internally.
"This call wasn't quite right."
A detail Foodie got wrong, an off-brand response, an unexpected hedge.
Action: thumbs-down the card. Fill in the form. Move on — we see it within hours.
"This is going to be a problem."
A pattern across multiple calls. A complaint that's escalating. A booking system mismatch causing real revenue loss.
Action: call or text your onboarding contact directly. Don't wait for the debrief.
What "red" looks like
Same misconfiguration costing you bookings (Tabule Midtown's $3K/month phone-order drop is the canonical example).
Multiple guests in a week complaining about the AI specifically.
A reservation conflict (two guests booked into one slot) that traces back to Foodie.
A safety issue — a guest reported feeling pressured by Foodie. (Vanishingly rare. Always treat as red.)
What's NOT a red
One guest complaining "I hate AI." That's a yellow at most.
Foodie misheard a single name. Yellow.
A guest tried to order takeout and Foodie transferred them. That's working as designed (assuming you've set transfer for takeout).
A booking that seemed off until you cross-checked Guest Center and it was fine. Move on.
How to triage internally
If you're a manager or owner:
Ask staff to thumbs-down anything yellow. Don't ask them to escalate every call to you.
Once a week, scan the thumbs-down feedback for patterns. Patterns are reds.
Trust the AI to handle most things; trust your team to flag what doesn't fit.
A note on AI behavior in general
Even with the same configuration, AI systems will occasionally produce a response that surprises you. Most are one-offs. Some are patterns. The signal vs. noise question is the right one. Trust the thumbs-down + pattern matching to separate them.
When to call vs. message
Phone call: anything that's costing you revenue right now or affecting a guest right now.
Text: anything you noticed, with no time pressure. We'll respond within hours.
Email or thumbs-down: documentation, pattern flags, observations, suggestions.