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Reply to a guest by email

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You can answer a guest from their customer card. You do not need to open your own email app.

The rule

A request is marked answered only when the email has really gone.

How it works

  1. Open Customers and pick the guest.
  2. On the Requests tab or the Chats tab, press Reply under the message you want to answer. To write something new, press Write an email at the top.
  3. Check the subject, write your message, and press Send.
  4. The email shows on the Requests tab as You replied, with Sent or Not sent.

When you reply to a message, the guest also sees what they wrote to you. The message is marked Answered. A chat request closes. An event request moves to Draft.

Waiting for a reply

At the top of Customers, a line shows how many messages wait for a reply. For example: “3 messages wait for a reply”. Press Messages, Guest requests or Event requests to open them.

Good to know

  • The email comes from your restaurant’s name. When the guest answers, the answer goes to the email in Settings → Venue. If that is empty, it goes to your own email.
  • Only an owner or a manager can send.
  • You can only write to a guest who has an email address. Walk-ins saved at the till often have none.
  • If you see Not sent, press Reply again.
  • One restaurant can send up to 100 emails a day from here.