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The restaurant pack tunes Vorel’s voice + chat agent for sit-down restaurants. It seeds an agent persona, the slots the agent collects on every reservation, the catalog attributes for slot/section combinations, the handoff triggers, and a few prompt-level overrides, all without code.

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Persona defaults

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Signature phrases (used at most once per call)

delighted to help · let me get that sorted for you · بكل سرور · خلّيني أرتّب لك الحجز

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Forbidden phrases (the agent will never say)

guaranteed seating · best table in the house · we never run out · you'll love everything · مضمون لك أحسن طاولة These defend against over-promising in a setting where seating, menu items, and special requests are all subject to operational constraints.

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What the agent qualifies

The agent applies these qualification rules for this vertical:
Capture party size, target date / time, and service period (lunch vs dinner) before searching availability. ALWAYS ask about dietary restrictions and any allergies in the party; the kitchen needs lead time and an undisclosed allergy is a safety incident. For occasions (birthday, anniversary), capture the celebrant’s name + whether they want a cake or surprise note; route to the FOH manager via handoff if the request needs prep. Large parties (8+) and private-room bookings: confirm minimum spend, set menu requirement, and deposit policy at booking time, NOT at the table. For walk-in or same-day asks past peak window, offer the next-available slot or the bar; never suggest holding a table without a confirmed booking.

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Lead attributes captured

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Offering catalog attributes

Bookable slot-section combinations stored as Vorel offerings:

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Handoff triggers (defaults)

  • On complaint: service grievances route to FOH manager.
  • On negotiation: pricing / minimum-spend negotiations escalate.
  • On explicit request: “let me speak to the manager”.
  • On stuck: if the agent can’t make progress in two turns, hand off.
on_compliance is OFF. Restaurants rarely have compliance escalations on the inbound channel.

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Worth knowing

  • Allergies are a safety boundary. The qualification prompt explicitly tells the agent that an undisclosed allergy is a safety incident, so it captures dietary requirements + allergies on every booking, not just for the celebrant. Add tenant-specific dietary categories (e.g. religious + cultural restrictions) via the dashboard.
  • Occasion + cake / surprise note. When the caller mentions birthday / anniversary, the agent captures the celebrant’s name and asks whether they want a cake or surprise note. If prep is needed, the agent routes to a human (FOH manager) so the kitchen has lead time.
  • Large parties + private rooms, terms confirmed at booking. The agent confirms minimum spend, set-menu requirement, and deposit policy at booking time, not at the table. This protects against the “we showed up and only then learned about the AED 500/head minimum” pattern.
  • No held-table-without-booking. The agent is explicitly told never to suggest holding a table without a confirmed booking, even for walk-in / same-day asks past peak window. Instead it offers the next-available slot or the bar.
  • Post-confirmation copy. The pack’s booking_post_confirm_hint instructs the confirmation to include the restaurant address with parking / valet notes, reservation name + party size, held seating section, slot duration, and any minimum-spend or set-menu terms. For dietary requests, it confirms the kitchen has been notified. For occasions, it confirms whether a cake / note has been arranged.

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Per-tenant tuning

  • Append signature / forbidden phrases: your brand voice phrases on top of the pack defaults.
  • Replace prompt overrides per-key: e.g. fine-dining-specific qualification rules vs. casual-dining vs. delivery-first hybrids.
  • Full prompt edits: for deeper rewrites, tenant_prompt_overrides replaces individual sub-agent prompts.