MessagesOn Pro and Complete
Every guest conversation. On the booking it’s about.
When a guest replies to one of your booking emails, or uses “Message the venue” on your pages, it lands in Messages — on its booking when it’s about one — and your whole team answers from one place. On Free and Plus, replies reach your own email.
- A reply to any booking email lands on that booking
- Notes for the team the guest never sees
- On Free and Plus, replies reach your own email
0 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew message
Name, booking or wordsAllUnreadMineOpenDone
IMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!RepliedEmail reply
ESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning late
Fri 16 Oct · 19:00 · 3 guestsOpen booking
Today
Iona M. Email reply · to your booking confirmation09:14Hi — could we have a high chair for our little one on Friday? Thanks!
Jo Sent by email09:20Of course — a high chair will be ready at your table.
JoNote — only your team sees itHigh chair at table 12 for Friday.
BISTROThe BistroYour booking · Fri 16 Oct · 19:00 · 3 guests
You09:14Hi — could we have a high chair for our little one on Friday? Thanks!
Jo at The Bistro09:20Of course — a high chair will be ready at your table.
You09:31Brilliant — thank you so much!
01How it works
They reply. It lands on the booking.
What your guest does, what your team sees, and how the answer gets back to them.
The BistroTueBooking confirmed — The Bistro
ToThe BistroSubjectRe: Booking confirmed — The Bistro Hi — could we have a high chair for our little one on Friday? Thanks!Send
1 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew message
Name, booking or wordsAllUnreadMineOpenDone
IMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!Just nowEmail reply
ESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning late
Fri 16 Oct · 19:00 · 3 guestsOpen booking
Today
Iona M. Email reply · to your booking confirmation09:14Hi — could we have a high chair for our little one on Friday? Thanks!
Iona M. sent a message“Hi — could we have a high chair for our little one on Friday? Thanks!”
0 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew message
Name, booking or wordsAllUnreadMineOpenDone
IMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!Just nowEmail replyRepliedEmail reply
ESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning late
Fri 16 Oct · 19:00 · 3 guestsOpen booking
Iona M. Email reply · to your booking confirmation09:14Hi — could we have a high chair for our little one on Friday? Thanks!
Jo Sent by email09:20Of course — a high chair will be ready at your table.
ReplyNote for the teamReply to Iona…Of course — a high chair will be ready at your table.Quick repliesSendSends as an email from The Bistro to [email protected] — their answer comes back here.We’ll keep your tableA high chair is readyWe’ve told the kitchenWe’ve found itLet me check the numbersThank you!
0 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew message
Name, booking or wordsAllUnreadMineOpenDone
IMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!RepliedDoneYouEmail reply
ESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning late
Fri 16 Oct · 19:00 · 3 guestsOpen booking
Jo Sent by email09:20Of course — a high chair will be ready at your table.
JoNote — only your team sees itHigh chair at table 12 for Friday.
ReplyNote for the teamA note for the team — Iona never sees it…High chair at table 12 for Friday.Quick repliesAdd noteOnly your team sees notes — never Iona.
BISTROThe BistroYour booking · Fri 16 Oct · 19:00 · 3 guests
You09:14Hi — could we have a high chair for our little one on Friday? Thanks!
Jo at The Bistro09:20Of course — a high chair will be ready at your table.
You09:31Brilliant — thank you so much!
They reply
A guest replies to their booking email
Straight from their own inbox. Every booking email carries its own reply address, so the reply knows which booking it’s about.
The BistroTueBooking confirmed — The BistroToThe BistroSubjectRe: Booking confirmed — The Bistro Hi — could we have a high chair for our little one on Friday? Thanks!SendIt lands
It lands in Messages, on their booking
One list of every conversation — with the booking beside it, and an alert to say who wrote. Unread, open or done, nothing gets lost in someone’s inbox.
1 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew messageName, booking or wordsAllUnreadMineOpenDoneIMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!Just nowEmail replyESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning lateFri 16 Oct · 19:00 · 3 guestsOpen bookingToday
Iona M. Email reply · to your booking confirmation09:14Hi — could we have a high chair for our little one on Friday? Thanks!Iona M. sent a message“Hi — could we have a high chair for our little one on Friday? Thanks!”You answer
Your team answers from one place
Pick a quick reply or write your own. It goes as an email from your venue, and their answer comes back to the same conversation.
0 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew messageReply sent to Iona by emailName, booking or wordsAllUnreadMineOpenDoneIMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!Just nowEmail replyRepliedEmail replyESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning lateFri 16 Oct · 19:00 · 3 guestsOpen bookingIona M. Email reply · to your booking confirmation09:14Hi — could we have a high chair for our little one on Friday? Thanks!Jo Sent by email09:20Of course — a high chair will be ready at your table.ReplyNote for the teamReply to Iona…Of course — a high chair will be ready at your table.Quick repliesSendSends as an email from The Bistro to [email protected] — their answer comes back here.We’ll keep your tableA high chair is readyWe’ve told the kitchenWe’ve found itLet me check the numbersThank you!Your team
Notes the guest never sees
Leave a note for the team on the conversation, pick it up with Assign to you, and mark it as done — a new message opens it again.
0 unread · 2 open — every conversation with your guests, on its bookingMessage a day’s guestsNew messageMarked as doneName, booking or wordsAllUnreadMineOpenDoneIMIona M.09:14Fri 16 Oct · 19:00 · 3 guestsHi — could we have a high chair for our little one on Friday? Thanks!RepliedDoneYouEmail replyESErin S.Wed 14 OctWed 14 Oct · 19:15 · 2 guestsNo problem, Erin — thanks for letting us know. We’ll keep your table for 15 minutes. See you soon.DoneRunning lateFri 16 Oct · 19:00 · 3 guestsOpen bookingJo Sent by email09:20Of course — a high chair will be ready at your table.JoNote — only your team sees itHigh chair at table 12 for Friday.ReplyNote for the teamA note for the team — Iona never sees it…High chair at table 12 for Friday.Quick repliesAdd noteOnly your team sees notes — never Iona.Reply online
Or they reply online
Choose to send a “Reply online” link by email or text, and guests read and answer on a page in your colours — for 30 days after their visit. With an account, it’s in My account too.
BISTROThe BistroYour booking · Fri 16 Oct · 19:00 · 3 guestsReply to The BistroWrite your reply…Brilliant — thank you so much!SendThe Bistro sees your reply straight away and answers here.Sent — The Bistro sees it nowYou09:14Hi — could we have a high chair for our little one on Friday? Thanks!Jo at The Bistro09:20Of course — a high chair will be ready at your table.You09:31Brilliant — thank you so much!
02Every way in
Three ways in. One conversation.
However a guest gets in touch, it lands in the same place — on their booking, for the whole team.
03On your plan
Messages on Pro and Complete. Your own email on Free and Plus.
Guests can always write back. The plan decides where it lands.
Pro and Complete — Messages
- Every conversation with your guests in one list — replies to your emails and the “Message the venue” box.
- On the booking and the customer’s profile, so the whole team sees it.
- Quick replies, and who’s handling each one.
- Unread, open or done.
And “Also email me a copy” if you’d like each new message in your inbox as well.
Free and Plus — your own email
- Replies to your booking emails, and the “Message the venue” box, come straight to the address you choose.
- Passed on through ResoFlow’s own reply address, with out-of-office replies filtered out — and nothing kept.
- No address set? Replies go to your venue notification email.
Move up to Pro and they land on the booking instead, with the whole team answering.
04The details
Everything a busy team needs. Nothing it doesn’t.
Small things that keep every conversation answered — and the rules that keep it about the visit.
Note for the teamNotes sit in the conversation for your team only — never the guest.
Quick repliesYour own ready answers, with the guest’s first name and the time filled in.
Who’s handling itAssign to you, so the team can see who has it. Unread, Mine, Open and Done keep the list clear.
Remind me tomorrowHide a conversation until tomorrow at 10:00 — it comes back as unread.
Message a guest firstNew message writes to a customer about their visit — never marketing, which lives in Marketing.
Message a day’s guestsRunning 20 minutes behind, or the car park’s closed tonight? One email to everyone still to come that day — up to 2 a day, never offers.
In the staff portal tooYour team answers from the staff portal, signed in with their own PIN, when their role has “Reply to guest messages”.
An alert to say who wroteIn the bell and on your phone — a phone says only who wrote, never the words.
Kept with the bookingDeleted 13 months after the visit, included when a customer asks for their data, and removed if they ask to be forgotten.
05The numbers
Included. On Pro and Complete.
Messages comes with Pro and Complete — nothing to add, and no allowance to buy. On Free and Plus, guests’ replies reach your own email.
£0extra on Pro and Complete
13 monthsafter the visit, then deleted
30 daysafter a visit to reply online
500messages to guests a day, fair usage
Pro planMessages, with gift cards, tickets, loyalty and marketing — and the whole booking system.£79/monthSee Pro
Complete planEverything in Pro, with Order & Pay, the waitlist and Smart Services.£129/monthSee Complete
Free and PlusGuests’ replies reach your own email — set where in Settings → Messages.From £0/monthCompare every plan
06Works with
Better with the rest of ResoFlow.
One customer record, one bill and one set of reports behind every product.
Bookings & tablesEach conversation sits on its booking, and the booking shows an unread dot.See Bookings & tablesStaff & devicesYour team answers from the staff portal with their own PIN.See Staff & devicesMarketingOffers and news go in campaigns — Messages stays about the visit.See MarketingYour venue pageWhere guests find “Message the venue”, beside Call.See Your venue page
07Questions
Messages, answered.
The questions venues ask us most about this. There are more in the help centre.
More in the help centreStill wondering?Rezo answers from the help centre in seconds — and passes you to a person when you need one.
Do guests need an app or an account?
No. They reply to your email from their own inbox, use “Message the venue” on your pages, or answer on the Reply online page your email or text links to. With a customer account, their messages are in My account too.
Can guests text back?
Not by text message. When you choose to tell guests by text, the text carries a link to the Reply online page, and they read and answer there — in your colours. Guests can’t send files or photos.
What happens on Free and Plus?
Guests can still reply. Their replies to your booking emails — and the “Message the venue” box — come straight to the address you choose in Settings → Messages, passed on through ResoFlow’s own reply address, with out-of-office replies filtered out and nothing kept. With no address set, replies go to your venue notification email. On Pro and Complete they land on the booking instead.
Who on my team can reply?
Anyone whose role has “Reply to guest messages” — on by default for owners, admins and managers, and you choose for every other role.
Is it for marketing?
No — Messages is about a guest’s visit. Offers and news go in Marketing, to the guests who said yes. “Message a day’s guests” is for news about their booking, up to 2 a day.
How long are messages kept?
With their booking, and deleted 13 months after the visit. They’re included when a customer asks for their data, and removed if they ask to be forgotten.
Is there a limit?
A fair-usage limit of 500 messages to guests a day. If you reach it, your dashboard says so and you can send more the next day — or talk to us about it.
Every conversation, in one place.
Messages comes with Pro and Complete. Start free today and move up when you’re ready.