# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: restaurants.catering-enquiries title: Catering and event enquiries sector: restaurants source: kind: synthesized notes: >- No restaurant has built this with us yet. Built from the base first-contact call-task pattern (a call task with an escalation, the outcome saved on the person) plus the daily segment-and-schedule pattern on the event date. The chase after a quote and the staff form that marks an event booked are new. derived_from: base.first-contact-follow-up vocabulary: person: customer people: customers group: team summary: >- Catering and event enquiries come through a form and reach your events team as a call task due within two hours, with an escalation to the owner. A quote that has not turned into a booking after three days gets a chase call. Booked events get a reminder and a final-details call, and a thank-you afterwards. when_to_use: - You take catering, party-tray, wedding or corporate orders on top of your normal service. - Enquiries arrive on Instagram, WhatsApp and the phone, and some get answered too late. - You quote, then forget to follow up, and the customer books someone else. requires: data_in: - how: public_form what: "The Catering enquiry form this playbook creates. Put its link in your Instagram bio, on your menu and in your WhatsApp business profile." - how: staff_form what: "The Catering booked form this playbook creates. Your team fills it when a customer confirms, matched by phone." channels: - channel: sms for: The enquiry acknowledgement, the event reminder and the thank-you needs: An SMS provider, or Origamy managed SMS after business verification (KYC). events: - onboarding.submitted traits: - event_date - catering_status - catering_call parameters: - key: org_name ask: true question: What should messages call your restaurant or catering business? label: Business name type: string example: Northwind Kitchen - key: events_team ask: true question: Which team calls catering enquiries? (can be just you) label: Events team type: team_name default: Events - key: owner_team ask: true question: Who should hear if an enquiry isn't called back in time? label: Escalation team type: team_name default: Owner - key: review_url ask: true question: Where should customers leave a review after their event? (leave empty to just say thank you) label: Review link type: url default: "" - key: budget_ranges ask: true question: What budget ranges should the form offer? Write them in your own currency. label: Budget ranges type: list default: [Under 100k, 100k to 300k, 300k to 600k, Over 600k, Not sure yet] - key: event_types label: Kinds of event on the form type: list default: [Wedding, Birthday, Corporate event, Family gathering, Other] - key: call_due_hours label: Hours to make the first call type: hours default: 2 - key: escalate_after_hours label: Hours after which an uncalled enquiry escalates type: hours default: 4 - key: chase_after label: How long after a quote to chase type: duration default: 3d - key: caterer_phone label: Number customers call type: string default: "{{ workspace.phone }}" - key: send_time label: Daily send time type: time default: "09:00" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there - key: default_country label: Default phone country on the forms type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone type: timezone default: "{{ workspace.timezone }}" timings: - The customer gets an acknowledgement text straight away. A call task for {{ params.events_team }} is created at once, due in {{ params.call_due_hours }} hours, and escalates to {{ params.owner_team }} after {{ params.escalate_after_hours }} hours. - "{{ params.chase_after }} after a call that ended in a quote, if the event isn't booked, a chase task is created for {{ params.events_team }}." - Every day at {{ params.send_time }}, booked events within the next 3 days get a reminder text and a final-details call task, and events from 1 to 3 days ago get a thank-you text. customer_must: - Add your catering staff to the {{ params.events_team }} team and the owner to {{ params.owner_team }}. A task for an empty team reaches nobody. - Publish the Catering enquiry form and add its link to your Instagram bio, menu and WhatsApp profile. Publish the Catering booked form and bookmark it for your team. - "When a customer confirms (and pays the deposit if you take one), a team member fills the Catering booked form. Until then the customer is a quote, and after three days the chase task is created." - Connect an SMS provider or finish business verification, check the two segments, then switch the follow-ups on. - Keep quotes and menus out of the texts. The playbook only reminds and thanks. objects: - ref: team_events kind: team about: Calls catering enquiries and chases quotes. Can be one person. body: { name: "{{ params.events_team }}" } - ref: team_owner kind: team about: Hears about enquiries that weren't called in time. body: { name: "{{ params.owner_team }}" } - ref: form_enquiry kind: form about: The catering enquiry form. A hidden field marks the customer as an enquiry. body: name: Catering enquiry slug: catering-enquiry description: Tell us about your event and we'll call you. draft_state: version: 1 meta: { layout: classic, submit_label: Send enquiry, success_message: "Thank you! Someone from {{ params.org_name }} will call you soon." } pages: - id: p1 title: Tell us about your event description: A few details help us give you a good quote. fields: - { id: f_first, key: first_name, type: short_text, label: Your first name, required: true, maps_to: { mode: custom, key: first_name, trait: true } } - { id: f_phone, key: phone, type: phone, label: Phone number, required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_email, key: email, type: email, label: Email address (optional), required: false, maps_to: { mode: mapped, slot: profile.email } } - id: f_type key: event_type type: single_select label: What kind of event is it? required: true maps_to: { mode: custom, key: event_type } options: - $each: params.event_types $value: { value: "{{ item }}", label: "{{ item }}" } - { id: f_date, key: event_date, type: date, label: Date of the event, required: true, maps_to: { mode: custom, key: event_date, trait: true } } - { id: f_guests, key: guests, type: number, label: How many guests?, required: true, maps_to: { mode: custom, key: guests } } - id: f_budget key: budget type: single_select label: Roughly what is your budget? required: false maps_to: { mode: custom, key: budget } options: - $each: params.budget_ranges $value: { value: "{{ item }}", label: "{{ item }}" } - { id: f_location, key: location, type: short_text, label: Where is the event? (area or venue), required: true, maps_to: { mode: custom, key: location } } - { id: f_notes, key: notes, type: long_text, label: Anything else we should know? (menu ideas, allergies), required: false, maps_to: { mode: custom, key: notes } } - { id: f_status, key: status, type: hidden, label: "", required: false, default: enquiry, maps_to: { mode: custom, key: catering_status, trait: true } } verification_settings: { required: false } - ref: form_booked kind: form about: Staff form to mark an event as booked. Matched to the customer by phone. body: name: Catering booked slug: catering-booked description: Staff only. Fill this when a customer confirms their event. draft_state: version: 1 meta: { layout: classic, submit_label: Mark as booked, success_message: Saved. } pages: - id: p1 title: Catering booked description: Use the phone number the customer gave on the enquiry. fields: - { id: f_phone, key: phone, type: phone, label: Customer's phone, required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_date, key: event_date, type: date, label: Confirmed event date, required: true, maps_to: { mode: custom, key: event_date, trait: true } } - id: f_deposit key: deposit_received type: multiple_choice label: Deposit received? required: true maps_to: { mode: custom, key: deposit_received, trait: true } options: [{ value: "yes", label: "Yes" }, { value: "no", label: "No" }] - { id: f_status, key: status, type: hidden, label: "", required: false, default: booked, maps_to: { mode: custom, key: catering_status, trait: true } } verification_settings: { required: false } - ref: seg_event_soon kind: segment about: Booked events in the next three days. body: name: Booked event soon description: catering_status is booked and the event is within 3 days. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: catering_status, cond_operator: eq, value: booked } - { type: trait, trait_key: event_date, cond_operator: within_next, value: 3d } - ref: seg_event_done kind: segment about: Booked events that ended yesterday or in the last few days. body: name: Booked event just done description: catering_status is booked and the event date was between 1 and 3 days ago. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: catering_status, cond_operator: eq, value: booked } - { type: trait, trait_key: event_date, cond_operator: older_than, value: 1d } - { type: trait, trait_key: event_date, cond_operator: within_last, value: 3d } - ref: tmpl_ack kind: template about: Acknowledgement right after an enquiry. body: name: Catering enquiry received (SMS) channel: sms category: Enquiries style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for your catering enquiry with {{ params.org_name }}. We'll call you shortly. If it's urgent, call {{ params.caterer_phone }}. Reply STOP to opt out." - ref: tmpl_reminder kind: template about: Reminder a few days before a booked event. body: name: Catering event coming up (SMS) channel: sms category: Enquiries style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, your event with {{ params.org_name }} is on {{ traits.event_date | date: \"%a %-d %b\" }}. We'll call you to go over the final details. Need to change anything? Call {{ params.caterer_phone }}. Reply STOP to opt out." - ref: tmpl_thanks kind: template about: Thank-you after the event, with a review link if you gave one. body: name: Catering thank you (SMS) channel: sms category: Feedback style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for choosing {{ params.org_name }} for your event. We hope it went well.{% if \"{{ params.review_url }}\" != \"\" %} If you have a minute, a review helps us a lot: {{ params.review_url }}{% endif %} Reply STOP to opt out." - ref: wf_enquiry kind: workflow about: Acknowledges the enquiry, creates the first call task, and chases a quote that hasn't turned into a booking. body: name: "Catering enquiry: call and chase" description: Acknowledges the enquiry, creates a call task with an escalation, saves the outcome, and chases an unbooked quote. enabled: false trigger_type: event trigger_config: { event_name: onboarding.submitted, form_id: "{{ ref.form_enquiry.id }}" } steps: - { id: s1, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_ack.id }}" } } } } - id: s2 type: human_task config: human_task: title: "Catering enquiry: {{ properties.event_type | default: \"event\" }} for {{ properties.guests | default: \"?\" }}" instructions: |- {{ traits.first_name | default: "A customer" }} ({{ traits.phone }}) asked about catering. Event: {{ properties.event_type }} on {{ properties.event_date }}, {{ properties.guests }} guests, at {{ properties.location }}. Budget: {{ properties.budget | default: "not given" }} Notes: {{ properties.notes | default: "none" }} Call them, ask what they need and give a quote. Choose Quoted if you gave them a price, Not a fit if you can't do it, or Could not reach. Add a short note. assignee_refs: [{ type: team, id: "{{ ref.team_events.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: quoted, label: Quoted, intent: positive } - { id: not_a_fit, label: Not a fit, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: "{{ params.call_due_hours }}" wait: true wait_timeout_hours: 168 notify: immediate escalation_ladder: - { after_hours: "{{ params.escalate_after_hours }}", to: [{ type: team, id: "{{ ref.team_owner.id }}" }] } - { id: s3, type: action, config: { action_type: set_trait, traits: { catering_call: "{{ properties.task_outcome | default: \"unknown\" }}", catering_note: "{{ properties.task_note }}" } } } - { id: s4, type: delay, config: { duration: "{{ params.chase_after }}" } } - { id: s5, type: filter, config: { condition: { type: trait, trait_key: catering_call, cond_operator: eq, value: quoted } } } - { id: s6, type: filter, config: { condition: { type: trait, trait_key: catering_status, cond_operator: neq, value: booked } } } - id: s7 type: human_task config: human_task: title: "Chase the quote: {{ traits.first_name | default: \"a customer\" }}" instructions: |- {{ traits.first_name | default: "A customer" }} ({{ traits.phone }}) was quoted for an event on {{ traits.event_date | date: "%-d %b" }} and hasn't confirmed. Our note from the first call: {{ traits.catering_note | default: "none" }} Call to ask if they have questions and if they'd like to go ahead. If they confirm, fill the Catering booked form. assignee_refs: [{ type: team, id: "{{ ref.team_events.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: booking, label: Going ahead, intent: positive } - { id: thinking, label: Still thinking, intent: neutral } - { id: lost, label: Went elsewhere, intent: negative } due_hours: 24 wait: true wait_timeout_hours: 168 notify: immediate - { id: s8, type: action, config: { action_type: set_trait, traits: { catering_chase: "{{ properties.task_outcome | default: \"unknown\" }}" } } } re_entry_policy: every_time re_entry_cooldown_hours: 0 goal: {} exit_conditions: [] - ref: wf_reminder kind: workflow about: Daily run over "booked event soon"; one reminder and a final-details call per event. body: name: "Catering: event reminder and final call" description: Every day, a reminder text and a final-details call task for booked events in the next 3 days. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_event_soon.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_reminder.id }}" } } } } - id: s2 type: human_task config: human_task: title: "Final details call: {{ traits.first_name | default: \"a customer\" }}" instructions: |- {{ traits.first_name | default: "A customer" }} ({{ traits.phone }}) has an event on {{ traits.event_date | date: "%a %-d %b" }}. Deposit received: {{ traits.deposit_received | default: "not recorded" }}. Call to confirm the menu, numbers, delivery or setup time and the address. Note any changes. assignee_refs: [{ type: team, id: "{{ ref.team_events.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: confirmed, label: Details confirmed, intent: positive } - { id: changes, label: Changes needed, intent: neutral } - { id: not_reached, label: Could not reach, intent: negative } due_hours: 24 wait: true wait_timeout_hours: 72 notify: immediate - { id: s3, type: action, config: { action_type: set_trait, traits: { final_details_call: "{{ properties.task_outcome | default: \"unknown\" }}" } } } re_entry_policy: cooldown re_entry_cooldown_hours: 336 goal: {} exit_conditions: [] - ref: wf_thanks kind: workflow about: Daily run over "booked event just done"; one thank-you per event. body: name: "Catering: thank you after the event" description: Every day, a thank-you text with the review link for events from 1 to 3 days ago. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_event_done.id }}", rrule: FREQ=DAILY, starts_at: "{{ workspace.tomorrow }}T{{ params.send_time }}", timezone: "{{ params.timezone }}" } steps: - { id: s1, type: action, config: { action_type: send_message, channel_config: { mode: single, single: { channel: sms, template_id: "{{ ref.tmpl_thanks.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] eval: name: 80_restaurants_catering_enquiries mode: task vertical: "" prompt: >- We do catering for weddings and parties. Make an enquiry form with the event date, number of guests, budget and location. When one comes in, give our events team a task to call within 2 hours, and escalate to me after 4 hours. If we quoted and they haven't booked after 3 days, create a task to chase. A second form lets staff mark an event as booked. Text booked customers 3 days before the event, and after it thank them with our review link. expect_artifacts: [form, segment, workflow, message_template] forbid_terms: [discount]