# Origamy playbook spec v1. Reference: /playbooks/spec-format/ spec_version: 1 id: restaurants.table-feedback-and-return title: Table feedback and bring-them-back texts sector: restaurants source: kind: synthesized notes: >- No restaurant has built this with us yet. Built from the base feedback playbook (a rating form whose score starts a follow-up through a property filter) plus the daily segment-and-schedule pattern on the date of the last visit. The offers consent field and the capture of birthdays are new. derived_from: base.feedback-follow-up vocabulary: person: guest people: guests group: team summary: >- A QR code on each table opens a short feedback form. A low score gives your manager a task to call within two hours, every guest gets a thank-you with your review link, and guests who said yes to offers get an invitation back if they haven't visited in a month. when_to_use: - You run a restaurant, cafe, bar or lounge and most unhappy guests never tell you. - You want more Google reviews from the guests who did enjoy it. - You want a way to bring guests back that doesn't depend on a big marketing budget. requires: data_in: - how: public_form what: "The Table feedback form this playbook creates. Print its link as a QR code for tables, receipts and the bill folder." channels: - channel: sms for: The thank-you and the invitation back needs: An SMS provider, or Origamy managed SMS after business verification (KYC). events: - onboarding.submitted traits: - last_rating - last_visit_at - offers_ok parameters: - key: org_name ask: true question: What should messages call your restaurant? label: Restaurant name type: string example: Northwind Kitchen - key: manager_team ask: true question: Which team calls guests who gave a low score? (can be just the manager on shift) label: Manager team type: team_name default: Managers - key: review_url ask: true question: Where should guests leave a review? (your Google link; leave empty to just say thank you) label: Review link type: url default: "" - key: weekly_special ask: true question: What should the invitation tell guests about this week? help: One short line. You can change it any week in the invitation template. label: This week's special type: text example: "our pepper soup and grilled fish special, Thursday to Saturday" - key: low_score ask: true question: Which scores count as unhappy? (out of 5) label: Unhappy at or below type: number default: 2 - key: return_after_days label: Days since the last visit before the invitation type: days default: 30 - key: call_due_hours label: Hours the manager has to call type: hours default: 2 - key: restaurant_phone label: Number guests call to book type: string default: "{{ workspace.phone }}" - key: send_time label: Daily send time for invitations type: time default: "11:00" - key: greeting_fallback label: Greeting when a first name is missing type: string default: there - key: default_country label: Default phone country on the form type: country_code default: "{{ workspace.country }}" - key: timezone label: Time zone type: timezone default: "{{ workspace.timezone }}" timings: - A score of {{ params.low_score }} or lower creates a call task straight away, due in {{ params.call_due_hours }} hours. - Every guest who leaves a phone number gets the thank-you text an hour later, at most once a month. Low scores also get the manager's call. - Scores in between are saved on the guest with no message. - Every day at {{ params.send_time }}, guests who said yes to offers and last visited between {{ params.return_after_days }} and 90 days ago get the invitation. At most one a month. customer_must: - Add your managers to the {{ params.manager_team }} team. A task for an empty team reaches nobody. - Publish the form and turn its link into a QR code for the tables. Ask staff to point guests to it with the bill. - Edit the invitation text when your special changes (Templates → "Come back and see us (SMS)"). - Connect an SMS provider or finish business verification, then check the segment size and switch the three follow-ups on. - Only guests who said yes on the form get invitations. Don't add guests to that list any other way without asking them. objects: - ref: team_managers kind: team about: Calls guests who gave a low score. body: { name: "{{ params.manager_team }}" } - ref: form_feedback kind: form about: The table feedback form. Rating, comment, contact details, optional birthday and an offers question. body: name: Table feedback slug: table-feedback description: Tell us how your visit was. draft_state: version: 1 meta: { layout: classic, submit_label: Send, success_message: "Thank you for telling us. We hope to see you again at {{ params.org_name }}." } pages: - id: p1 title: How was your visit? description: It takes less than a minute. fields: - { id: f_rating, key: rating, type: rating, label: "How was your visit today?", required: true, maps_to: { mode: custom, key: last_rating, trait: true }, validation: { min: 1, max: 5 } } - { id: f_comment, key: comment, type: long_text, label: Anything you'd like to tell us?, required: false, maps_to: { mode: custom, key: comment } } - { 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: Your phone number, help: So a manager can put things right if we got something wrong., required: true, maps_to: { mode: mapped, slot: profile.phone }, config: { country_picker: true, default_country: "{{ params.default_country }}", verify: "off" } } - { id: f_bday, key: birthday, type: date, label: Your birthday, help: Month and day only. We may send you a birthday message., required: false, maps_to: { mode: custom, key: birthday, trait: true }, config: { month_day: true, month_trait: birth_month, day_trait: birth_day } } - id: f_offers key: offers_ok type: multiple_choice label: Can we text you offers and news? You can stop any time. required: true maps_to: { mode: custom, key: offers_ok, trait: true } options: [{ value: "yes", label: "Yes, please" }, { value: "no", label: "No, thanks" }] - { id: f_date, key: visit_date, type: date, label: Date of your visit, required: true, maps_to: { mode: custom, key: last_visit_at, trait: true }, config: { default_today: true } } verification_settings: { required: false } - ref: seg_come_back kind: segment about: Said yes to offers and last visited between the gap and 90 days ago. body: name: Due an invitation back description: Said yes to offers; last visit between {{ params.return_after_days }} and 90 days ago. segment_type: dynamic status: active definition: operator: and conditions: - { type: trait, trait_key: offers_ok, cond_operator: eq, value: "yes" } - { type: trait, trait_key: last_visit_at, cond_operator: older_than, value: "{{ params.return_after_days }}d" } - { type: trait, trait_key: last_visit_at, cond_operator: within_last, value: 90d } - ref: tmpl_thanks kind: template about: Thank-you to every guest, with a review link if you gave one. body: name: Thanks for your feedback (SMS) channel: sms category: Feedback style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, thank you for telling us about your visit to {{ params.org_name }}.{% if \"{{ params.review_url }}\" != \"\" %} Would you share it in a quick review? {{ params.review_url }}{% endif %} Reply STOP to opt out." - ref: tmpl_invite kind: template about: Invitation back, with this week's special. body: name: Come back and see us (SMS) channel: sms category: Marketing style: text status: active subject: "" metadata: {} variables: {} body: "Hi {{ traits.first_name | default: \"{{ params.greeting_fallback }}\" }}, we'd love to see you again at {{ params.org_name }}. This week: {{ params.weekly_special }}. To book a table, call or message {{ params.restaurant_phone }}. Reply STOP to opt out." - ref: wf_low kind: workflow about: A low score gives the manager a call task; the outcome is saved on the guest. body: name: "Table feedback: low score call" description: When a score at or below the unhappy line comes in, a manager calls within hours. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_feedback.id }}" property_filters: [{ property: rating, cond_operator: lte, value: "{{ params.low_score }}" }] properties: { $origamy_property_filters: true } steps: - id: s1 type: human_task config: human_task: title: "Unhappy guest: {{ traits.first_name | default: \"a guest\" }}" instructions: |- {{ traits.first_name | default: "A guest" }} rated their visit {{ properties.rating }} out of 5 on {{ properties.visit_date }}. Their comment: {{ properties.comment | default: "none" }} Phone: {{ traits.phone }} Call, listen, say sorry and put it right if you can. Note what you agreed. assignee_refs: [{ type: team, id: "{{ ref.team_managers.id }}" }] strategy: round_robin completion_policy: first_response_wins outcome_options: - { id: resolved, label: Put right, intent: positive } - { id: follow_up, label: Needs more follow-up, 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 - { id: s2, type: action, config: { action_type: set_trait, traits: { feedback_follow_up: "{{ properties.task_outcome | default: \"unknown\" }}", feedback_note: "{{ properties.task_note }}" } } } re_entry_policy: every_time re_entry_cooldown_hours: 0 goal: {} exit_conditions: [] - ref: wf_high kind: workflow about: Every guest gets a thank-you and the review link an hour later (asking only happy guests for reviews breaks Google's rules). body: name: "Table feedback: thank you" description: A thank-you text with the review link for every guest who leaves feedback. enabled: false trigger_type: event trigger_config: event_name: onboarding.submitted form_id: "{{ ref.form_feedback.id }}" steps: - { id: s1, type: delay, config: { duration: 1h } } - { id: s2, 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: [] - ref: wf_invite kind: workflow about: Daily run over "due an invitation back"; one invitation a month. body: name: "Invitation back" description: Every day, an invitation to guests who said yes to offers and haven't visited in a while. enabled: false trigger_type: schedule trigger_config: { segment_id: "{{ ref.seg_come_back.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_invite.id }}" } } } } re_entry_policy: cooldown re_entry_cooldown_hours: 720 goal: {} exit_conditions: [] eval: name: 79_restaurants_table_feedback_and_return mode: task vertical: "" prompt: >- We run a restaurant. Make a feedback form we can put on a QR code at every table: rating out of 5, comment, name, phone, birthday, and whether they want offers by text. If someone gives 1 or 2, our manager should get a task to call within 2 hours. Text everyone a thank-you with our Google review link. Guests who said yes to offers and haven't visited in a month should get a text inviting them back with this week's special. expect_artifacts: [form, segment, workflow, message_template] forbid_terms: [coupon]