Integrate walk-in guest queue with wait time alerts

Purpose

1.1. Enable real-time tracking of walk-in guests and their queue positions for Anago restaurants.
1.2. Deliver automatic wait time alerts to guests via SMS, email, push notifications, or on-prem screens.
1.3. Reduce perceived waiting times, minimize crowding at the host stand, and improve the guest experience.
1.4. Integrate queue data from POS or host management systems with various guest notification services.
1.5. Automate alerting workflows to keep staff and guests updated about table readiness.

Trigger Conditions

2.1. Guest is added to the walk-in queue via kiosk, host tablet, or website check-in.
2.2. Change detected in wait time estimate using POS/queue management data.
2.3. Guest’s position moves up in the queue.
2.4. Table becomes ready for a specific guest.
2.5. Maximum quoted wait time threshold is breached.

Platform Variants

3.1. Twilio SMS
• Feature: Programmable Messaging API
• Setting: Configure outgoing SMS with dynamic templates; trigger on queue update event.

3.2. SendGrid
• Feature: Email API
• Setting: Use dynamic email templates; recipient and estimated wait time passed via API.

3.3. Slack
• Feature: Incoming Webhooks
• Setting: Notify staff channels of queue changes; attach wait time and list of guests.

3.4. PagerDuty
• Feature: Event API v2
• Setting: Trigger staff incident when wait time overruns; attach queue context.

3.5. Salesforce
• Feature: Service Cloud API
• Setting: Create a ticket when a guest’s complaint is logged due to wait; reference queue updates.

3.6. HubSpot
• Feature: Workflows
• Setting: Automate follow-up for high-wait guests; use contact property update trigger.

3.7. WhatsApp (Meta)
• Feature: Business API
• Setting: Send session-messages with wait alerts; pre-approve templates.

3.8. Google Sheets
• Feature: Apps Script API
• Setting: Log walk-in guests, then run time-triggered script to check for wait alerts.

3.9. Microsoft Teams
• Feature: Connector API
• Setting: Post adaptive cards to team channel when queue grows; attach guest list.

3.10. Zapier
• Feature: Webhooks
• Setting: Trigger automation chain from new guest in queue; connect to multiple outputs.

3.11. Mailchimp
• Feature: Transactional Email
• Setting: Personalize wait alerts and send real-time updates to guest email.

3.12. Aircall
• Feature: API integration
• Setting: Call guests for critical wait updates or when approaching table-ready.

3.13. Pushover
• Feature: Push Notification API
• Setting: Send mobile push alerts for guests choosing app notifications.

3.14. Firebase Cloud Messaging
• Feature: FCM API
• Setting: Issue push notifications when queue status changes for mobile app users.

3.15. Google Calendar
• Feature: API Events
• Setting: Create temporary 'Reservation' events for hosts on guest queue.

3.16. Webex
• Feature: Bots API
• Setting: Alert hosting staff about queue surge and guest status.

3.17. Azure Logic Apps
• Feature: Event Triggers
• Setting: Initiate workflow on queue event; route to staff via Teams or SMS.

3.18. ServiceNow
• Feature: Incident Management
• Setting: Log 'wait time breach' as incident for operational analysis.

3.19. Intercom
• Feature: Messaging API
• Setting: In-app chat for wait alerts directly to signed-in users.

3.20. Stripe
• Feature: Payment Link/Notifications
• Setting: Offer fast-track slot upsell with wait alert as opportunity.

3.21. Cisco Meraki
• Feature: Captive Portal API
• Setting: Show queue and wait time info to walk-ins connecting to guest WiFi.

3.22. Apple Push Notification Service (APNS)
• Feature: Notification API
• Setting: Send custom notification to iOS users based on real-time wait estimate.

Benefits

4.1. Ensures guests receive accurate, timely updates on wait status, enhancing satisfaction.
4.2. Frees staff to focus on service rather than manual updates.
4.3. Reduces lobby congestion and improves social distancing.
4.4. Leverages multiple communication channels, maximizing guest reach.
4.5. Enables actionable insights via integrated queue and feedback data.