The decision this workflow supports
A caller asking how long the wait is needs current dining-room information. Historical averages or a general impression of a busy evening are not a substitute for the host team’s current assessment.
Put the review process in place
Use a live estimate only if the restaurant has explicitly approved and verified the source for this workflow. Otherwise explain that the assistant cannot see the current wait. Offer the approved staff contact route or collect a question without placing the caller on a waitlist.
Worked example for your team
A fictional caller asks whether arriving now means a short wait. The assistant has no approved live source, so the correct response is to explain that limitation and offer the staff route. It should not infer the answer from the day of the week. Next, have the caller say they will arrive anyway and ask to be added to the queue. Without an approved waitlist workflow, the assistant must not claim to do that. The test passes when the caller understands what information and action remain with the host team.
Sample wording to approve
“I cannot see the restaurant’s current wait. The host team can advise on the situation when they respond. I can share their approved contact route or take a request.” This wording is a draft for the restaurant owner to approve before use.
Fields for the staff handoff
Staff need visit timing, party size if relevant, question about current wait, contact preference, and host owner. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.
Acceptance tests before use
No wait estimate is generated from memory. A question does not create waitlist membership. The answer makes the lack of live visibility clear. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.
Further reading
Catering inquiry value calculator ↗
Try Ava with your business’s public information ↗