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Customers & Automation

Concierge Automation (Gap Fill)

Concierge Automation (Gap Fill)

Automatically recover lost revenue from cancellations and gaps — the Concierge detects open slots in your schedule, matches waitlist customers using a six-factor scoring system, and sends personalised SMS or email offers to fill the gap.

Where to find it — Web: Sidebar → Concierge (for AI-assisted gap fill actions) or Waitlist (for direct gap management). Mobile: Concierge tab.

Overview

Concierge Automation:

  • Detects gaps in tomorrow's schedule and alerts you via nudge cards on the dashboard
  • Ranks waitlist customers by six factors (cadence proximity, service fit, weekday preference, time band, provider affinity, lead time) to find the best match
  • Sends personalised SMS or email offers — AI-drafted or from fallback templates
  • Tracks which offers convert to bookings with recovery metrics (PRO only)

Note

Gap fill automation requires a PRO subscription and the Engage add-on (for SMS). Email-only gap fill is available to all PRO venues.

How it works

Gap detection

The Concierge checks your schedule daily and identifies gaps — unfilled slots during working hours. When tomorrow's schedule has fewer than 4 bookings per staff member and matching waitlist customers exist, a nudge card appears on your dashboard:

  • With a waitlist match: Shows "Waitlist match found" → click "Send offer"
  • No match available: Shows "Gaps in tomorrow's schedule" → click "View gaps"

Dismissing a nudge hides it for 24 hours.

Customer matching

The backfill system scores eligible customers on six weighted factors:

Factor Weight What it measures
Cadence proximity 35% How overdue the customer is for their next visit
Service fit 20% Whether the gap duration matches their typical appointment
Weekday preference 15% Whether the gap day matches their most-booked day
Time band preference 10% Morning/midday/afternoon/evening alignment
Provider affinity 10% History with the staff member working that slot
Lead time fit 10% How far ahead the customer typically books

Customers scoring 70+ are high confidence matches. The system returns the top 20 candidates, sorted by score.

Sending offers

  1. Review the ranked candidate list.
  2. Select up to 5 customers per batch.
  3. The system generates a personalised message (AI-drafted or fallback template).
  4. Edit the message if needed, then send via SMS or email.
  5. Messages are logged in the inbox for conversation threading.

Booking confirmation

When a customer accepts an offer:

  1. The booking is created in your calendar.
  2. You receive a notification.
  3. The waitlist entry is resolved.
  4. The calendar updates in real time.

Customer eligibility

Customers must meet all criteria to receive backfill offers:

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

Recovery metrics

Track your gap fill performance (PRO only):

Metric What it shows
Total sent Backfill messages sent in the last 30 days
Total booked Customers who booked after receiving an offer
Revenue recovered Total booking revenue from backfill conversions
Conversion rate Percentage of sends that converted to bookings

Troubleshooting

Issue Solution
No nudge cards appearing Nudge cards appear when tomorrow has gaps and matching waitlist customers exist. If you have no waitlist entries, or all eligible customers were recently contacted, no nudge appears.
Customer didn't receive the offer Verify the customer's phone number or email is valid. For SMS, ensure you have a dedicated number provisioned (Australia/UK only). Check that the customer is not blocked or opted out.
No candidates showing for a gap Candidates need at least 3 completed bookings in 12 months, 3 lifetime visits, a valid contact method, and must not be blocked or opted out. New venues with few repeat customers may see no candidates.
Offer accepted but no booking appeared Check the inbox for the customer's reply. If they replied "YES" to an SMS offer, the AI should auto-confirm. If the booking was not created, check for scheduling conflicts.

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Last updated: March 2026