A multi site restaurant group used WhatsApp chatbots to answer menu questions and take ResDiary bookings, improving service and conversions.
Guest asks about vegan family-dinner options, then checks live availability and books a table for four via WhatsApp.
Hi! We’re planning a family dinner and need good vegan options. What do you have?
Hi there 👋 You’ve reached the Oak & Olive Restaurant Group WhatsApp assistant.
Which location are you looking at (and roughly what day/time)? Menus vary slightly by venue.
In the meantime, here are popular vegan-friendly picks we usually have on our local menus:
- Roasted cauliflower steak with chimichurri & toasted seeds
- Wild mushroom risotto (can be made fully vegan)
- Charred aubergine with tahini, pomegranate & herbs
- Vegan mezze board (hummus, olives, flatbread, seasonal veg)
- Sorbet trio for dessert
If you tell me the location, I’ll confirm exactly what’s on that menu and any ingredient notes.
We’re closest to the Oak & Olive Riverside location. Looking at this Saturday around 7pm for 4 people.
Perfect — Oak & Olive Riverside has several strong vegan options.
On the Riverside menu, the most popular vegan dishes are:
- Charred aubergine with tahini & pomegranate (vegan as standard)
- Roasted cauliflower steak with herb sauce & toasted seeds (vegan)
- Seasonal mezze plate (vegan, great for sharing)
- Mushroom risotto made vegan on request (we swap the dairy elements)
If anyone has allergies (e.g., nuts/sesame/gluten), tell me and I’ll flag the best choices.
Want me to check live availability for this Saturday at 7:00pm for 4 at Riverside?
Yes please—check Saturday 7pm for 4. No allergies, just one vegan and one vegetarian.
Thanks! Checking Riverside now for Saturday, 7:00pm, 4 guests…
I can see:
- 7:00pm – not available
- 6:45pm – available
- 7:15pm – available
- 7:30pm – available
Which time would you like to book?
If you prefer exactly 7:00, I can also check our nearby Oak & Olive locations as an alternative.
Let’s do 7:15pm.
Great — I can book Saturday 7:15pm for 4 at Oak & Olive Riverside.
Can you share:
- Name for the reservation
- Mobile number (if different from this WhatsApp)
- Any note I should add (e.g., “1 vegan, 1 vegetarian”)
Once I have that, I’ll confirm it straight away.
Name: Priya Shah. This number is fine. Note: 1 vegan, 1 vegetarian please.
All set — I’ve booked it ✅
Reservation confirmed
Name: Priya Shah
Venue: Oak & Olive Riverside
Date/time: Saturday, 7:15pm
Guests: 4
Notes: 1 vegan, 1 vegetarian
If you’d like, I can also suggest a couple of vegan starters to share or confirm which desserts are vegan on the day.
Guest asks about parking and accessibility at an Oak & Olive venue, gets clear details, then books a table for two on WhatsApp.
Hi! Quick question about Oak & Olive—does the Riverside location have parking, and is it wheelchair accessible?
Hi there—yes, happy to help with Oak & Olive Riverside.
- Parking: There’s a pay-and-display car park directly behind the restaurant (2–3 min walk), plus limited on-street bays on Riverside Road after 6pm. If you need a closer drop-off, you can pull in briefly at the front entrance.
- Wheelchair access: Step-free entrance via the main door, and the dining room is all on one level with wide aisles. We also have an accessible toilet on the ground floor.
If you tell me your preferred day/time, I can check live availability and book you in.
That’s perfect, thanks. Could you check tonight around 7:30 for 2 people?
Absolutely—checking Oak & Olive Riverside availability for 2 guests tonight at 7:30pm now.
I can see these options close to that time:
- 7:15pm
- 7:30pm
- 7:45pm
Which time would you like? And could you share the name for the booking (and a contact number, if different from this WhatsApp)?
7:30 please. Booking name is Priya Shah. This WhatsApp number is fine.
Thanks, Priya—one moment while I secure that.
Confirmed: Oak & Olive Riverside
Table for 2
Tonight at 7:30pm
Name: Priya Shah
If you’d like, I can add a note to seat you with a bit more space for wheelchair access. Should I?
Yes please, that would be great.
Done—I’ve added a note to seat you with extra clearance for wheelchair access.
Anything else I can help with before you arrive (e.g., best drop-off point, allergies, or if you’d prefer a quieter table)?
Guest asks about offers, discovers a wine-pairing night at their Oak & Olive location, checks dates/availability, and books for two on WhatsApp.
Hi! Do you have any special offers on at the moment?
Hi there—welcome to Oak & Olive Restaurant Group 😊 Which location are you thinking of, so I can share the right offers and events?
If you tell me the venue (and roughly which day you’re planning), I can also check live availability.
Oak & Olive Shoreditch please. We’re thinking next week.
Perfect—Oak & Olive Shoreditch currently has:
- Midweek Set Menu (Mon–Thu): 2 courses £24 / 3 courses £29
- Wine-Pairing Night: a chef’s tasting menu with 5 matched pours (limited seats)
The wine night is a bit special—want the upcoming dates and times?
Yes please! What dates are coming up?
Upcoming Wine-Pairing Nights at Shoreditch (starts 7:00pm):
- Tue 21 – “Coastal Italy” pairing
- Thu 23 – “Old World Reds” pairing
- Tue 28 – “Natural & Orange Wines” pairing
Which date would you like, and roughly what time would you like to arrive? I can check availability instantly.
Thu 23rd please. Around 7pm for two people.
Great—checking Shoreditch for Thu 23, 2 guests, around 7:00pm…
Here’s what’s available right now:
- 6:45pm
- 7:15pm
- 7:30pm
Which time should I book?
7:15pm works.
Lovely—I'll book Thu 23 at 7:15pm for 2 at Oak & Olive Shoreditch.
Can I take the name for the booking and a mobile number (or confirm this WhatsApp number is best for confirmation)?
Name: Priya Shah. This WhatsApp number is fine.
Thanks, Priya—one moment while I confirm that with our booking system…
Confirmed ✅
Oak & Olive Shoreditch
Wine-Pairing Night
Thu 23 at 7:15pm
Table for 2
Booking name: Priya Shah
Would you like to add any notes (allergies, anniversary, seating preference)?
No allergies. Could we have a quieter table if possible?
Absolutely—I’ve added a note requesting a quieter table. We’ll do our best to accommodate on the night.
If you need to change the time later, just message me here and I can check alternatives.
Anything else I can help with—menu info, accessibility, or directions to Shoreditch?
Overview
A growing restaurant group with multiple locations wanted to deliver fast, consistent answers to guests while making it easier to reserve a table. Each venue had its own personality, menu highlights, and local events, but customers expected the same speed and clarity wherever they contacted the brand.
The group chose AI powered WhatsApp chatbots, with one chatbot per restaurant, so guests could get help and book tables in the same familiar place they already use every day. There were no apps to download, no new logins or passwords, and the experience felt personal and natural.
The challenge
As the group expanded, the volume and variety of guest questions increased.
High demand for quick answers
Guests frequently asked about:
- Allergies and ingredients
- Disabled facilities and accessibility
- Special offers and seasonal promotions
- Events, including venue specific nights and private dining
These enquiries arrived throughout the day and often peaked during service. Teams were forced to choose between answering messages and focusing on guests in the restaurant.
Booking friction and missed revenue
Many potential diners had simple questions before booking, or wanted to check availability instantly. When responses were delayed, some guests booked elsewhere. Staff also spent time repeating availability checks and manually confirming reservations.
Inconsistent information across locations
Because each restaurant differed slightly, answers could vary depending on who responded. This created confusion about offers, accessibility details, and event timings.
The solution
The group implemented a set of WhatsApp chatbots, one for each establishment.
A chatbot for each restaurant
Each bot was associated with a specific location, so it could provide venue accurate information such as:
- The local menu and key dishes
- Allergy and dietary guidance based on that restaurant’s offering
- Accessibility information relevant to the site
- Current special offers at that venue
- Events and experiences hosted at that location
Integrated bookings through ResDiary
The chatbot connected to ResDiary to:
- Check table availability in real time
- Capture key booking details
- Confirm reservations within the same WhatsApp journey
Guests could move from a question to a booking without needing to call, wait on hold, or open another platform.
Smart recommendations across the chain
When a restaurant could not meet a request, the chatbot recommended alternative venues in the group. This helped when:
- The requested time was fully booked
- A specific accessibility requirement could not be met at that location
- An event was sold out, or not available at that venue
- A menu preference was better served elsewhere in the chain
Benefits and results
Faster responses and improved guest satisfaction
The chatbots handled common questions instantly, giving guests confidence and reducing the frustration of waiting for replies during busy periods.
Key improvements included:
- Always available support, especially during peak dining hours
- Consistent answers across all venues, aligned with the group’s policies and local details
- Clear guidance on allergies and accessibility, helping guests plan with confidence
Higher booking conversion
By combining information and reservations in one place, more guests completed bookings rather than dropping off.
The group saw strong benefits from:
- Real time availability checks via ResDiary
- Fewer steps to reserve, since WhatsApp is already on the customer’s phone
- Better recovery of lost bookings through alternative restaurant recommendations
Reduced workload for front of house teams
Staff time previously spent on repetitive messages was redirected to in venue service.
Operational gains included:
- Fewer manual availability checks
- Less back and forth on common enquiries
- Smoother handling of event questions and promotional details
Examples of improved engagement and operations
Allergy and dietary reassurance that leads to bookings
Guests asking about allergens and dietary needs received immediate, venue specific guidance. Once comfortable, many proceeded directly to check availability and reserve.
Accessibility clarity without waiting for a callback
Instead of waiting for a staff member to respond, guests could quickly confirm disabled facilities and make an informed decision. When a venue was not suitable, the chatbot guided them to a better matched restaurant in the chain.
Event and offer discovery that drives visits
When customers asked about events or special offers, the chatbot provided up to date details and helped convert interest into reservations, supporting both midweek footfall and planned occasions.
Chain wide revenue protection through smart redirection
When a location was fully booked, the chatbot suggested nearby alternatives within the group, keeping the guest within the brand and increasing the chance of capturing the booking.
Conclusion
By deploying a dedicated WhatsApp chatbot per restaurant and connecting it to ResDiary for live availability and reservations, the group delivered a faster and more consistent guest experience. The result was improved engagement, less operational pressure on teams, and more bookings captured across the chain, all through a channel customers already know and trust.
