Concierge Actions & Backfill

Turn Concierge suggestions into real outcomes — draft flash deals, win-back campaigns, inbox replies, reschedules, no-show follow-ups, and review requests, then execute or queue them for approval. The backfill system automatically ranks and matches lapsed clients to open calendar slots.

Where to find it — Web: Sidebar → Concierge → action cards appear inline during chat. Pending approvals section visible to Owner and Manager roles.

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Overview

Concierge Actions let you:

• Receive AI-suggested actions based on your chat conversation and venue data
• Draft personalised SMS and email messages with AI, then edit before sending
• Execute low-risk actions immediately (flash deals, inbox replies, review requests)
• Queue high-risk actions (win-back campaigns, rescheduling, no-show follow-ups) for Owner/Manager approval
• Review, approve, or reject pending actions from your team
• Use the backfill ranking system to find the best-matched clients for open calendar slots

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Action families

The Concierge can suggest six types of actions:

Family	Action	What it does	Risk tier
Gap fill	Create Flash Deal draft	Creates a time-limited discounted offer for an open slot	Draft
Reconnect	Draft win-back campaign	Sends an SMS or email to lapsed clients (inactive 60+ days)	Approval required
Inbox reply	Draft inbox reply	Composes a reply to a customer's inbound message	Draft
Scheduling	Reschedule appointment	Moves a booking to a new time and notifies the customer	Approval required
Retention	Follow up with no-shows	Sends a follow-up message to customers who missed appointments	Approval required
Feedback	Request reviews from today's clients	Sends review request messages to today's completed bookings	Draft

When actions are suggested

The Concierge only suggests actions when:

1. Your message relates to an operational task (not general advice)
2. Your venue data supports the action — each family has a data gate:

Family	Data gate	Condition
Gap fill / Scheduling	Has scheduled bookings	Future confirmed bookings exist
Reconnect	Has lapsed clients	Customers inactive 60+ days and not opted out
Inbox reply	Has unread messages	Active or escalated inbound conversations exist
Retention	Has recent no-shows	No-shows in the last 7 days
Feedback	Has completed bookings today	Bookings completed today

If the data gate is not met, the action is not suggested — even if you ask about that topic.

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Risk tiers and approval

Draft actions (low risk)

Flash deals, inbox replies, and review requests are draft tier. You review the AI-generated message and execute immediately — no approval workflow.

1. The Concierge suggests the action with a "Draft" badge.
2. Click "Prepare draft".
3. Review and edit the generated message.
4. Click "Save draft" to execute.

Approval-required actions (high risk)

Win-back campaigns, rescheduling, and no-show follow-ups are approval required. The draft is queued for an Owner or Manager to review before execution.

1. The Concierge suggests the action with an "Approval needed" badge.
2. Click "Queue for review".
3. Review and edit the generated message.
4. Click "Queue for approval".
5. An Owner or Manager reviews the pending action and approves or rejects it.

Who bypasses approval

Role	Behaviour
Owner	Always bypasses approval — all actions execute immediately
Manager	Approval required for reconnect campaigns and no-show follow-ups
Staff	Approval required for all approval-tier actions
Solopreneur venues	All approval workflows are skipped (single-person business)

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Reviewing pending actions

Owners and Managers see the "Pending approvals" section in the Concierge interface.

Approving an action

1. Find the pending action (shows "pending" status badge).
2. Click "Review".
3. The review sheet opens with the full draft, which you can edit.
4. Click "Approve" to execute the action.

Rejecting an action

1. Open the pending action.
2. Click "Reject".
3. Optionally enter a reason for the rejection.
4. The action is discarded and the creator is notified.

Expiry

Action type	Expires after
Approval-required actions	24 hours
Draft actions	7 days

Expired actions are automatically swept by a daily cleanup process. They cannot be recovered — ask the Concierge to regenerate if needed.

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AI-generated drafts

How drafts are created

When you click "Prepare draft" or "Queue for review", the Concierge generates a personalised message using AI:

• Model: GPT-4o Mini
• Tone: Friendly, professional, not pushy
• Language: British English (-ise, -isation, colour/colourist for AU/NZ/UK)
• Character limits: SMS drafts are capped at 280 characters; email drafts are longer

Editing drafts

Every draft is fully editable before execution. The draft preview shows:

• Title — action headline
• Subject — email subject line (email actions only)
• Body — the message text
• Notes — internal guidance (not sent to customers)
• Destination — where the action leads (e.g. "Open Waitlist", "Open Messages")

You can also click to refine the draft with AI — describe your edit (e.g. "make it shorter" or "add urgency") and the AI rewrites while keeping your constraints.

Batch actions

No-show follow-ups and review requests support batch operations — sending the same template to multiple customers at once.

• No-show follow-up: Targets customers with no-shows in the last 7 days
• Review requests: Targets customers with completed bookings today

For batch actions, the template uses merge variables: {{name}}, {{service}}, {{staff}}, {{date}}.

Fallback templates

If the AI is unavailable (Spark balance empty, API timeout), the system uses hardcoded fallback templates:

Action	Fallback template
Review request	"Hi {firstName}, thank you for visiting {venueName} today! We'd love to hear how your experience was. You can leave us a review here: {{reviewLink}}"
No-show follow-up	"Hi {firstName}, we missed you at {venueName} today! We hope everything is okay. If you'd like to rebook, we'd love to see you soon."
Gap waitlist offer	"Hi {firstName}, great news! An opening has come up at {venueName} on {gapDay} at {gapTime}. Would you like to book? Reply YES to confirm."

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Backfill ranking system

The backfill system automatically ranks customers for open calendar slots based on booking behaviour. It powers the gap fill action family and the waitlist matching system.

How ranking works

When a gap is detected, the system scores eligible customers on six factors:

Factor	Weight	What it measures
Cadence proximity	35%	How close the customer is to their typical revisit interval (overdue = highest score)
Service fit	20%	Whether the gap duration matches their typical appointment length, plus bonus if their preferred service matches the gap staff's offerings
Weekday preference	15%	Whether the gap day matches the customer's most frequently booked day
Time band preference	10%	Whether the gap time (morning/midday/afternoon/evening) matches their preference
Provider affinity	10%	Whether the customer has booked with the gap staff member before
Lead time fit	10%	Whether the gap's lead time matches how far in advance the customer typically books

Confidence bands

Score	Confidence
70+	High — strong match, likely to convert
40–69	Medium — reasonable match
Below 40	Low — weak match

The system returns the top 20 candidates sorted by score.

Eligibility requirements

Customers must meet all of these criteria to be eligible for backfill:

• At least 3 completed bookings in the last 12 months
• At least 3 lifetime visits
• Not blocked
• Not opted out of reconnect
• Has a phone number or email address
• Not contacted for backfill in the last 24 hours

Backfill outreach

Once you select candidates from the ranked list:

1. The system generates a personalised message (AI or fallback template).
2. You review and edit the message.
3. Click to send — up to 5 recipients per batch.
4. Messages are sent via SMS (Twilio) or email (Resend).
5. Each send is logged for conversation threading in the inbox.

Recovery metrics

Track how well your backfill efforts perform:

• Total sent — backfill messages sent in the last 30 days
• Total booked — customers who booked after receiving a backfill message
• Revenue recovered — total booking revenue from backfill conversions
• Conversion rate — percentage of sends that resulted in a booking

Recovery metrics are available to PRO venues only.

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After execution

When an action executes successfully, a result card appears showing:

• Title — what was done
• Status — executed, failed, or draft saved
• Summary — brief description of the outcome
• Destination link — navigate to the relevant page:

Action	Link label	Destination
Flash deal	"View Flash Deal"	Waitlist page
Inbox reply	"Open Messages"	Inbox
Reschedule	"Open Calendar"	Calendar
No-show follow-up	"View bookings"	Bookings page
Reconnect campaign	"Open Engage"	Engage page

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Audit trail

Every action is logged in the audit trail for accountability:

• Who created the action (staff member)
• Who approved or rejected it (Owner/Manager)
• When each status transition occurred
• What was sent (original and edited drafts)

The audit trail is stored server-side and is not directly visible in the UI, but all status changes are tracked.

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Role access

Action	Owner	Manager	Staff
Receive action suggestions	Yes	Yes	Yes (limited)
Create flash deals	Yes	Yes	Yes
Draft inbox replies	Yes	Yes	Yes
Request reviews	Yes	Yes	Yes
Draft reconnect campaigns	Yes	Yes	No
Reschedule bookings	Yes	Yes	Yes (queued)
Follow up with no-shows	Yes	Yes	No
Approve/reject pending actions	Yes	Yes	No
View backfill ranking	Yes	Yes	No
Send backfill outreach	Yes	Yes	No

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Troubleshooting

Issue	Solution
No actions suggested during chat	Actions are only suggested when your message relates to an operational task and your venue data meets the data gate. For example, "fill my gaps" requires future bookings, and "reconnect with lapsed clients" requires customers inactive 60+ days. Try asking about a specific operational task.
Action draft quality is poor	You can refine any draft — describe your edit (e.g. "make it warmer" or "shorter") and the AI rewrites it. You can also edit the text manually before executing.
Pending action disappeared	Approval-required actions expire after 24 hours. Draft actions expire after 7 days. Ask the Concierge to regenerate the action.
Backfill shows no candidates	Candidates need at least 3 completed bookings in 12 months, 3 lifetime visits, a phone number or email, and must not be blocked or opted out. If no customers meet these criteria, no candidates are returned.
"Approval needed" but I'm the Owner	Owners always bypass approval. If you see "Approval needed", the action was created by a team member and is awaiting your review in the Pending Approvals section.
Batch send failed for some recipients	The send result shows the count of successful and failed sends. Failures are typically due to invalid phone numbers or email addresses. Check the customer's contact details.

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Related Articles

• Concierge
• Understanding Spark (AI Credits)
• Using the Inbox
• Reconnect Campaigns

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Last updated: March 2026