Change or Cancel Bookings on WhatsApp with ResDiary
This recipe handles the messages after a booking: a new time, more or fewer guests, or a cancellation. AeroChat finds the booking in ResDiary and makes the change. Part of the ResDiary integration.
What happens today
A guest messages at 5pm to cancel tonight’s table. Nobody reads it until 8pm, so the table sits empty while walk-ins are turned away. Another guest adds two people by message, and the change never reaches the diary.
The flow that works
- The guest asks to change or cancel. AeroChat finds the booking in ResDiary by phone number.
- For a new time or covers, it checks availability and offers what is free.
- It updates or cancels the booking in ResDiary.
- It confirms in the chat.
The recipe
Copy this into AeroChat
When a guest asks to change or cancel a booking, find their upcoming booking in ResDiary by phone number. If there is more than one, ask which date. To change the time or number of guests, check availability in ResDiary for the new details. If it is free, update the booking. If not, offer the two nearest free times and keep the original booking unless they choose a new one. To cancel, confirm the date and time with them, then cancel the booking in ResDiary and thank them for letting us know. If the change makes the group larger than 10 (example), hand the conversation to our team. If the booking had a deposit, do not promise a refund. Tell them our team will reply about the deposit and hand over.
What to connect
- ResDiary. The same credentials as the bookings recipe, from ResDiary once API access is on for your venue.
- Your cancellation and deposit policy. Upload it to the AeroChat knowledge base.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How late a booking can be changed or cancelled in chat.
- Your deposit and refund rules.
- Which changes always go to a person.
The result to expect
Cancellations reach the diary when the guest sends them, so the table can be offered again that evening. Changes in covers are in ResDiary before the guests arrive. Track tables held for guests who never arrive, before and after.
Handle your first change in chat
Paste the recipe, add your ResDiary credentials and move a test booking from your own number.
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