| Make a standard booking giving all the reservation details at once | - Hi, I want to make a booking for August 15th at 9pm for 2 people
- First name
- Surname
- Your mobile number
- Add note that it’s for your birthday or another celebration | 1. Checks availability
2. Proceeds to the next step, collecting name and phone number
3. Asks if there are any notes to be added
4. Confirms booking |
Make a standard booking giving the details one part at a time
| - Hi, I want to make a booking
- August 15th
- For 2 people
- At 6pm
- First name
- Surname
- Your mobile number
- Add note that it’s for your birthday or another celebration | 1. Asks for missing details, until all are collected
2. Confirms the date, time, and party size
3. Checks availability
4. Proceeds to the next step, collecting name and phone number
5. Asks if there are any notes to be added
6. Confirms booking |
| Confirm a booking | - Hi I want to confirm a booking that I made
- Your mobile number | 1. Collects phone number booking was made with
2. Confirms booking details |
| Amend a standard booking | - Hi I want to change a booking that I made
- Your mobile number
- Can I change the date of that booking to August the 20th? | 1. Collects phone number booking was made with
2. Confirms booking details
3. Collects new date, time and number of people
4. Confirms caller would like to change
5. Confirms changes have been made |
| Cancel a standard booking | - Hi I want to cancel a booking that I made
- Your mobile number
- Confim you would like to cancel the booking | 1. Collects phone number booking was made with
2. Confirms booking details
3. Confirms caller would like to cancel booking
4. Confirms booking has been cancelled |
| Make, amend and cancel a standard booking in the same call | - Hi, I want to make a booking for Friday September 7th at 6pm for 2 people.
- First name
- Surname
- your mobile number
(once booking confirmed) - Can I change the date of that booking to September the 8th?
(once change confirmed) - Actually can I cancel that booking? | 1. Checks availability
2. Proceeds to the next step, collecting name and phone number
3. Asks if there are any notes to be added
4. Confirms booking
5. Asks what the caller would like to change
6. Confirms changes have been made
7. Confirms caller would like to cancel booking
8. Confirms booking has been cancelled |
| Start making a booking, ask for unrelated information in the middle of the call and then go back to finish the booking | - Hi, I want to make a booking for 2 people at 7pm on July the 2nd
- [trigger any FAQ topic eg. can I bring my dog, what’s your address]
- First name
- Surname
- your phone number
- no notes | 1. Checks availability
2. Answers FAQ topic
3. Asks if user wants to proceed with booking request
4. User says yes and proceed to collect personal details then complete booking |
| Try to make a large group booking | - Hi, I want to make a booking for 50 people at at 7pm on July the 2nd | 1. Tells you that it’ll pass you to a colleague to assist
2. Transfers the call to the transfer number |
| Testing FAQ topics eg. address, can I bring my dog with me, it’s my birthday can I bring decorations? | - Hi, what’s your address? | 1. Gives restaurant address and then says “is there anything else I can help you with?” |
| Ask to speak to a person | - Hi, I want to speak to a person
- Yes, I want to speak to a person | 1. Tells you it might be able to help you
2. Transfers call to transfer number if you say you still want to speak to a person |
