This article will walk you through identifying the status of text message conversations on your reservation list, waitlist & notify list. To review the standard text message language and timing, click here.
You can identify the status of your text messages in ResyOS by the color of the chat bubble icon that appears on the guest's reservation, waitlist or Notify profile.
Chat Bubble Key
Grey Chat Bubble
No Action Needed - There is an active text message conversation with no new messages from the guest.
White Chat Bubble
Read & Respond - There is an active text message conversation with a new unread message from the guest. The chat bubble icon will turn grey once the text message has been viewed.
Red Chat Bubble
Text Message Undelivered - There is an active text message conversation where one or more of the text messages were not successfully delivered. Best practices for handling undelivered text messages are listed below.
Undelivered Text Messages
Undelivered text messages are identified with a red chat bubble icon in ResyOS. The most common reasons for undelivered text messages are:
- The number provided is a landline and cannot be texted
- The number provided is invalid/incorrect
- The guest is unsubscribed from receiving text messages from Resy
- The guest's number is the correct mobile number but due to connectivity issues, the message did not go through
For ALL undelivered text messages, we recommend calling to confirm directly with the guest and manually adjusting the reservation status to 'confirmed' in ResyOS. This will help reduce no-shows and discourage last minute cancellations. Consider the following actions to reduce the number of undelivered text messages in the future:
The number provided is invalid - We recommend that you reach out to the guest to update their profile with the correct mobile number.
The guest is unsubscribed from receiving text messages from Resy - Instruct the guest to reply 'start' to any past automated text message from Resy to resubscribe if they'd like to start receiving these messages again.
The guest's number is the correct mobile number but due to connectivity issues, the message did not go through - We recommend to check your internet connection and attempt to send the message again. Tapping the “!” icon on the message will not trigger an automatic resend like in iMessage.