Escalation: fully booked

Example scenario

A couple asks for 7 PM Saturday — fully booked. SMS offers 5:30 PM or 9:15 PM; channel #floor gets a note to prioritize a party of six on Sunday.

When it runs

The playbook starts automatically when Coldbot tags a call or event as: “Reservation declined — no tables free at requested time”. You can narrow filters (location, channel, business hours) without changing the voice script.

• ✓Reservation declined — no tables free at requested time

What happens automatically

Each step runs in sequence (or in parallel where noted). No copy-paste between voice AI, SMS gateway, and CRM.

• ✓SMS with alternate times or waitlist offer
• ✓Slack/Telegram to floor manager
• ✓Optional email with online booking link

What you configure

Tunable during onboarding — copy, thresholds, and channel priority:

• ✓2–3 time slots from calendar
• ✓Waitlist capture
• ✓Priority rules for weekends and large parties
• ✓Declined vs recovered booking metrics

Recommended integrations

Native connectors or Zapier/Make/webhooks. Status “coming soon” means we enable it on request during rollout.

• ✓SMSAPI
• ✓Slack
• ✓Google Calendar
• ✓Webhooks

Works with voice templates

Deploy these agent scripts together with the playbook — same disposition tags power both sides:

• ✓Restaurant Table Reservations
• ✓Takeaway & Delivery Orders

Onboarding checklist

We configure this playbook during Coldbot setup — usually in one working session:

• ✓Map disposition tags from your voice script
• ✓Connect integrations (OAuth or API keys)
• ✓Test SMS/e-mail copy on a sandbox number
• ✓Dry-run on 3 sample calls before go-live
• ✓Enable monitoring webhook + weekly report

Zapier / Make recipe

We export a starter automation: Coldbot webhook → your stack. Field mapping is done in onboarding.

• ✓Trigger: call.completed or calendar.event
• ✓Filter by disposition / tag
• ✓Branches: SMS, CRM update, Slack, payment link

FAQ

Frequently asked questions