Manage your guest email and SMS communications directly from the online Resy Dashboard. To access, click the graph icon in the top left corner and select 'Guest Communications' from the dropdown menu. 

You'll see two sections to manage your communications: Emails & Text Messages.

Emails

There are three types of emails your guests receive:  

  • Confirmation Email - the email guests receive when they make a reservation
  • Cancellation Reply - the email guests receive confirming that they cancelled their reservation
  • Change Reply - the email guests receive to confirm any changes they made to their original reservation

Click here for a detailed view of the standard Resy email content

Customizing Email Content

Customization of confirmation emails, change emails and cancellation emails is available for Platform 360 and Full Stack restaurant partners. If you are interested in learning more or upgrading, please reach out to your account manager or support@resy.com.


You'll see separate sections to edit the content for the confirmation, change and cancellation emails. Resy emails use dynamic tokens to populate the accurate information for the guest receiving the email based on their reservation details. 

When you've finished editing, click the preview button in the bottom right corner to review your work!

Emails cannot be customized by service period and will include the same messaging for all reservations.

Email Dynamic Tokens

These tokens are listed on top of the content field and can be selected by placing the cursor where you'd like to place the token in the content field and clicking on the dynamic token above. 

  • Salutation - This will automatically add the greeting “Hi First Name," to the email pulling the first name of the guest form the reservation details
  • Venue Name - The name of your restaurant
  • Reservation Day - The day of the week of the guests reservation (Monday, Tuesday, etc)
  • Reservation Date - The calendar day of the guests reservation in full month and date format, without the year
  • Reservation Time - The time of the reservation in the time zone of the restaurant (not the guests time zone if they are booking from elsewhere)
  • Party Size - The number of guests in the reservation
  • Email - This allows you to enter an email address and create the display text the guest will see. For example, "If you need any assistance ahead of your reservation date please contact us here so we can help!"
  • Hyperlink - this allows you to enter a hyper link and create the display text the guest will see. Guests can click the text to be sent directly to the destination. For example, "Please visit our website to view our complete Dinner Menu!"

At any point you can preview the email content by clicking on the “Preview’ button in the bottom right corner. We highly recommend this to be sure the dynamic tokens you've selected are giving you the desired result!

Text Messages

There are three types of automated text messages your guests can receive:

  • Reservation Confirmation - Allows guests to confirm or cancel through SMS saving you time from manual confirmations and encouraging timely cancellations to give you the best shot to rebook when guests plans change.
  • Day-of Reminder - This offers an opportunity to send some extra information about the restaurant to the guest just ahead of their reservation time, helps reduce late arrivals and offers an opportunity for guests to reply directly to you with last minute information that you may have otherwise not found out until they arrived.
  • Waitlist Messaging - Automated texts for to adding, confirming and cancelling guests on the waitlist.

These text messages are ON by default, but can be disabled if desired by clicking the toggle at the top of the page. The optional 'follow-up confirmation' text can be enabled here as well if you'd like guests to receive a second reminder text if they have yet to reply to the first. 

Click here for an overview of the automated SMS default timing and content

Customizing Text Message Content and Timing

Restaurants with our Platform 360 and Full Stack packages can customize the content and timing for their reservation, day-of reminder, and waitlist text messages. 

Reservation Confirmation Text

The reservation confirmation text can be customized by service period (breakfast, brunch, lunch & dinner). You can also customize the reply the guests receive when they respond with 'confirm' or cancel'. You'll see the service period noted on top of the content field indicating the service period you are editing. 

Reservation Confirmation Text Timing

The default timing for each service period is listed below. Reservations booked for today are automatically 'confirmed' and do not receive this text.

  • Dinner - 4pm the day prior to the reservation date
  • Brunch/Lunch - 10am the day of the reservation date (reservations prior to 
  • Breakfast - 9pm the day prior to the reservation date

At the bottom of the content field for each service period you'll see the option to customize the timing. Timing customizations will only apply to new reservations made after the timing has been edited. 

Reservation Confirmation Text Content

You can customize the text in the content field by using dynamic tokens. These dynamic tokens will populate details specific to the guests reservation. Click the token above the content field to place it in the message. 

  • Venue Name - The name of your restaurant
  • When - This will say 'today', 'tomorrow' or the day of week if you've customized the timing more that a day prior to the reservation date
  • Reservation Service Period - this will display breakfast, brunch, lunch or dinner based on the details of the guests reservation
  • Reservation Time - The time of the reservation in the time zone of the restaurant (not the guests time zone if they are booking from elsewhere)
  • Party Size - The number of guests in the reservation

When you've finished editing, click the preview button in the bottom right corner to review your work!

Day-of Reminder Text

The Day-of Reminder text message is only available for Dinner reservations. 

Day-of Reminder Text Timing

The default timing for the Day-of Reminder text is listed below.

  • All Restaurants Excluding LA & Miami - 30 minutes prior to the reservation time 
  • All Restaurants in LA & Miami - 60 minutes prior to the reservation time

At the bottom of the content field you'll see the option to customize the timing. Timing customizations will only apply to new reservations made after the timing has been edited.

Day-of Reminder Text Content

You can customize the text in the content field using the dynamic tokens. These dynamic tokens will populate details specific to the guests reservation. Click the token above the content field to place it in the message.

  • Venue Name - The name of your restaurant
  • Time Until Reservation - This will say '30 mins', 'one hour', etc 

When you've finished editing, click the preview button in the bottom right corner to review your work!

Waitlist Messaging Text

The waitlist messaging text customizations will apply to all service periods. 

Waitlist Messaging Text Timing

The timing for the Waitlist Messaging Texts are based on specific actions taken in ResyOS

  • Added to Waitlist - Sent when a guest is added to the Waitlist
  • Wait Time changed - Sent if you update the wait time of a guest already on the waitlist
  • Table Ready - Sent when you update the guest status to 'Table Ready'. The guest is given the option to reply '1' to confirm or '9' to cancel
  • Table Ready Replies - This is sent to guests in response to them confirming or cancelling the 'Table Ready' text message

Waitlist Messaging Text Content

You can customize the text in the content field by using dynamic tokens. These dynamic tokens will populate details specific to the guest on the waitlist. Click the token above the content field to place it in the message. 

  • Venue Name - The name of your restaurant
  • Reservation Service Period - this will display breakfast, brunch, lunch or dinner based on the service you are currently in
  • Party Size - The number of guests in the party
  • Wait Time - This will display the expected wait time you selected when adding the guest to the waitlist

When you've finished editing, click the preview button in the bottom right corner to review your work!

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