Sample result
Automated Reply System Builder for Restaurant Social Media
The owner asked this:«We're Sazon de Origen, contemporary Colombian cooking in Medellín: two locations, 24 people, a 48.000 COP average check. Between Instagram and WhatsApp about 60 conversations land daily and three of us answer them, each in our own way. I turned on automated replies a month ago and last week a lady complained about a delivery that arrived cold: she got the welcome greeting. The screenshot is going around. I sell in the dining room, through my own delivery and one delivery platform, and I'm after taking operating margin from 8% to 14% without raising menu prices.»
① The intent matrix (five incoming types, with the border drawn)
| Intent | Telltale signal | Template or person | Maximum time | Who signs |
|---|---|---|---|---|
| Fact question | «what time do you open?», «is there parking?», «do you deliver to Envigado?» | Template alone | 15 minutes during service · 12 hours once closed | Location manager |
| Buying intent | asks about a table, party size, or the price of a dish | Template with a data point: seats, hour and menu price | 10 minutes between 11:00 and 14:30 | Location manager |
| Praise | thanks you, tags the photo or names a dish: «the house Bandeja tasted like my mother's» | Template plus one handwritten line about THAT dish | 24 hours | Whoever is on shift |
| Complaint | mentions money, a cold delivery, health, or a named team member | A person, always; the template switches off | 30 minutes in public · settled privately the same day | Delivery lead or the owner |
| Spam or pitch | agency link, follower promises, the same message repeated | Not answered: archived | — | Nobody |
The row that moves the business is the second one: buying intent during Tuesday-to-Friday lunch carries the shortest clock in the house, because an unanswered «any tables?» is two covers walking somewhere else. Figures are illustrative: the times come from one real week of your own volume, not from an internet average.
② The common law, on one page
| Piece of the law | How it reads at Sazon de Origen |
|---|---|
| Signature | «— Marcela, Sazon de Origen Laureles». Name and location, never «the team» |
| Openings (only these two) | «Hi! Thanks for writing.» · «Happy to tell you.» |
| Closings (only these two) | «We're here whenever you like.» · «See you around here.» One emoji at most |
| Window per daypart | 10 minutes from 12:00 to 14:30 Tuesday to Friday and Sunday midday · 2 hours the rest of the day · 12 hours once the house is closed |
| Words this house does not use | «unmissable deal» · «the best in town» · any brochure line that would fit another restaurant just as well |
| What never ships automatically | a complaint · health · a price outside 28.000 to 72.000 COP · any discount · an employee's name |
| Base template per sales channel | Dining room: seats and hour · Own delivery: address, neighbourhood and time in minutes · Delivery platform: order number, and the claim is followed in its own chat |
The declared tone —warm, unpretentious, proud of where the food comes from— gets tested by reading the openings aloud: if they sound like a bank form, they are rewritten before anything is switched on.
The full example has 1 more part(s): you see them inside the library, with your account.