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. Please email support@resy.com if you'd like to upgrade your package. 

From the 'Text Messages' tab in the Guest Communications section of the Resy Dashboard you'll see the option to access the three types of text messages on the left panel. 

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

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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