WhatsApp for Restaurants: Faster Replies, Higher Conversions
Guests already message you on WhatsApp—meet them there with fast, friendly, and compliant responses. This guide shows how to capture intent (bookings, orders, questions), reduce no-shows, and keep service smooth with light automations.
Outcomes to aim for
• Reply in <5 minutes during opening hours (auto-ack after hours)
• Convert chats into bookings or orders with one tap
• Keep a clean CRM: tags, notes, and follow-ups for VIPs and groups
1) Compliance & opt-ins (keep your number safe)
• Use explicit opt-ins wherever possible (QR at tables, website form, reservation flow). State what messages they’ll receive (booking confirmations, specials, support).
• Respect quiet hours: outside opening times, send an auto-acknowledge and promise a follow-up when you’re open.
2) Fast replies: quick-reply scripts your team can memorize
• Booking: “Hi {first_name}! We can seat {party_size} at {time}. Please confirm name + phone. We’ll hold the table for 15 minutes after your time.”
• Menu link: “Here’s today’s menu (incl. allergens): {menu_url}. Anything spicy/vegan/gluten-free I can point out?”
• Order: “We can prepare {dish} for pickup in ~{minutes}. Drop your name; we’ll confirm when it’s ready.”
3) Light automations that actually help (not spam)
• First-response window: when a new inbound arrives, wait 5–10 seconds, then send a single auto-ack (hours, menu link, expected reply time). Don’t stack multiple auto messages.
• After-hours: auto-ack with opening hours and a link to reservations/menu; log for morning follow-up.
• Reminders: for bookings, a same-day reminder (“See you at 19:30. Reply 1 to confirm, 2 to change.”) reduces no-shows.
4) Tags, notes & SLAs (your lightweight CRM)
• Tags: VIP, Group, Allergy, Complaint, Catering. Route VIP to a manager; route Allergies to a trained server.
• Notes: dietary restrictions, favorite dishes, preferred table. Use them to personalize future replies.
• SLA targets: under 5 minutes for open hours, under 12 hours for after-hours.
5) Templates you’ll reuse weekly
• Booking confirmation: “Reservation confirmed for {name}, {party_size} at {time}. Address: {address}. Reply STOP to cancel.”
• Review nudge (post-visit): “Thanks for dining with us! If you enjoyed it, a quick review helps us a lot: {review_link}.” (no incentives)
• Promo (opt-in only): “This week: {special}. Book here: {booking_link}.” Send sparingly.
6) Connect to your digital menu (synergy with C4 images)
Send deep links to categories (e.g., /menu/lunch#starters). Use appetizing photos from your menu (see the Food Photography article) to speed decisions.
7) Handover to a human (don’t over-automate)
For sensitive topics (complaints, allergies, large events), escalate to a manager. A quick, empathetic human reply saves the relationship.
Internal links
← C4: Food Photography for Menus • Pillar Guide • C6: Restaurant Reviews Playbook →
Checklist
• Opt-in QR + menu link • After-hours auto-ack • Quick replies for booking/menu/order • Tags & notes • Same-day reminder • Review nudge (no incentives)
Need a hand?
EasyMenus can wire your WhatsApp flows, set quick-reply libraries, and connect deep links to your digital menu so chats turn into covers—without spamming guests.
