Table feedback and bring-them-back texts
When to use it
Section titled “When to use it”- 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.
Where the data comes from
Section titled “Where the data comes from”| How | What |
|---|---|
| A form people fill in | The Table feedback form this playbook creates. Print its link as a QR code for tables, receipts and the bill folder. |
What it sets up
Section titled “What it sets up”| Kind | Name | What it does | Lands |
|---|---|---|---|
| Team | Managers | Calls guests who gave a low score. | Empty |
| Form | Table feedback | The table feedback form. Rating, comment, contact details, optional birthday and an offers question. | Draft, not published |
| Segment | Due an invitation back | Said yes to offers and last visited between the gap and 90 days ago. | Ready |
| Template | Thanks for your feedback (SMS) | Thank-you to every guest, with a review link if you gave one. | Ready |
| Template | Come back and see us (SMS) | Invitation back, with this week's special. | Ready |
| Follow-up | Table feedback: low score call | A low score gives the manager a call task; the outcome is saved on the guest. | Off |
| Follow-up | Table feedback: thank you | Every guest gets a thank-you and the review link an hour later (asking only happy guests for reviews breaks Google's rules). | Off |
| Follow-up | Invitation back | Daily run over "due an invitation back"; one invitation a month. | Off |
The questions it asks
Section titled “The questions it asks”| # | Question | Default | Fills in |
|---|---|---|---|
| 1 | What should messages call your restaurant? | none, must answer | org_name |
| 2 | Which team calls guests who gave a low score? (can be just the manager on shift) | Managers | manager_team |
| 3 | Where should guests leave a review? (your Google link; leave empty to just say thank you) | empty: skipped | review_url |
| 4 | What should the invitation tell guests about this week? One short line. You can change it any week in the invitation template. | none, must answer | weekly_special |
| 5 | Which scores count as unhappy? (out of 5) | 2 | low_score |
Other settings
Section titled “Other settings”These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|---|---|
| Days since the last visit before the invitation | 30 | return_after_days |
| Hours the manager has to call | 2 | call_due_hours |
| Number guests call to book | ‹workspace phone› | restaurant_phone |
| Daily send time for invitations | 11:00 | send_time |
| Greeting when a first name is missing | there | greeting_fallback |
| Default phone country on the form | ‹workspace country› | default_country |
| Time zone | ‹workspace timezone› | timezone |
Timings
Section titled “Timings”- A score of 2 or lower creates a call task straight away, due in 2 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 11:00, guests who said yes to offers and last visited between 30 and 90 days ago get the invitation. At most one a month.
Channels
Section titled “Channels”| Channel | Needed for | Before it can send |
|---|---|---|
| sms | The thank-you and the invitation back | An SMS provider, or Origamy managed SMS after business verification (KYC). |
What you need to do
Section titled “What you need to do”- Add your managers to the Managers 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.
- Print the QR code on a small table card, the bill folder and the receipt. Phone-first guests scan; ask servers to say “tell us how it was” when they bring the bill. A tiny reward such as a free drink on the next visit lifts the response a lot, but keep that out of the form itself.
- A low score only helps if someone calls fast. Two hours is realistic for the manager on shift. If nobody can, set the call time to next morning rather than leaving the task empty.
- The offers question is the consent. Keep its wording clear and don’t text anyone who answered no. Birthdays are collected here but not used: set up the Birthday and anniversary playbook on the birthday trait when you want a birthday message.
- Update this week’s special in the invitation template before Monday. Keep it to one line: a dish, a day and how to book. Bank transfer or pay-at-the-table is fine; don’t promise a discount unless you will honour it.
This playbook is synthesized: no customer has run it with us yet. If you build it, tell us what you changed, and we’ll replace it with the real version.
Copilot eval
Section titled “Copilot eval”The request used to test the copilot on this playbook (a live eval):
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.
It passes when every piece is a valid draft and everything lands off, with at least: form, segment, workflow, message_template. It must never use: coupon.