How does Rezo Phone answer our calls?

Rezo Phone answers your venue's calls — when you choose, in your words and voice — books tables, takes messages and puts callers through.

Rezo Phone is an add-on on every plan: Rezo (an AI agent) answers your venue's calls. It is £49 per month with 200 minutes; another 100 minutes are £30 (less your plan's top-up discount — 5% on Plus and Pro, 10% on Complete). It is monthly only.

What Rezo can do on a call

Each of these is a switch on Settings → Communications → Rezo Phone (/dashboard/settings/rezo-phone):

• Answer questions about the venue — only your own facts: your opening hours, your booking rules and the venue facts on your profile.
• Find free times and make a booking — it reads the details back first. Rezo asks your own booking questions, if you have any, and "Anything we should know?" (allergies, dietary needs, an occasion). If no confirmation text can go, it offers one by email, once (spelt and read back letter by letter; they can book without). What's sent follows Phone booking confirmation (Rezo Phone) on Guest notifications (email and text, both on to start). It tells the caller exactly what they'll get: a text, an email, or — if neither goes — a short six-letter reference to note down. A Rezo booking joins the guest's record the same way an online booking does (by their email, or their mobile).
• Change or cancel the caller's own booking — when they ring from the number on the booking, their surname finds it. From any other number, only the booking reference does — or all four exactly as on the booking: their first and last name, the day, the time and the number of people. Rezo says nothing about a booking until it has found it, reads its date and time back and changes nothing until the caller says yes. The booking's own contact is always told: your usual change or cancellation email or text where you send one, otherwise a short email to the address on the booking (or, with no email, a short text when your texts are set up).
• Add the caller to the waitlist, take a party or private-hire enquiry (it lands on Messages → Enquiries, marked "By phone (Rezo)", and you hear about it just as you do a booking page enquiry — the bell and the email) and send a deposit link.
• Take a message and put the caller through to the team (who hear who it is and why first).

Rezo only offers what your plan has: the waitlist, party enquiries and deposit links need a plan that includes them (on Free, for example, there's no waitlist, no party enquiries and no deposits, so Rezo doesn't offer them).

Rezo never takes card details on the phone — a deposit is a secure link, by text or by email, or paid at the venue (below). It doesn't sell gift cards, event tickets or food orders by phone. Every booking it makes shows as Rezo Phone in Analytics → Booking sources and carries a By phone · Rezo tag on the booking.

When Rezo answers

• Only the calls we miss (the default) — your line rings as usual and diverts to Rezo when nobody answers.
• Every call first — Rezo answers, puts the caller through to your team and takes the call back if nobody answers (after the seconds you set, 30 by default).
• Answer by itself whenever we're closed — by your own opening hours, seasonal hours and special dates; nobody is put through while you're closed.
• Phones off — for the rest of today or until a time: Rezo answers every call with your own short message first and nobody is put through. It switches back by itself.

Choose the Opening (a ready-made one, or your own words), Your assistant's name (Rezo unless you change it), Anything else Rezo should say or follow, Things callers ask (your own answers, one a line — parking, dogs, gluten-free; Rezo answers callers from them) and the Voice (play a sample of each — Hamish, a Scottish voice, is the default). Rezo always adds "I'm Rezo, an automated assistant. Please note calls are transcribed." ("recorded" when you record calls — see below) — that part can't be changed.

Setting it up

The guided set-up: once you have added Rezo Phone, Your set-up (/dashboard/setup) shows a Set up Rezo Phone pack, and Home reminds you until it's done. Nine short steps: pick the voice (play each one), the opening and your assistant's name, when Rezo answers, the hold music (play each one), what Rezo may do (only what your plan includes), your notes for Rezo (one per line), putting callers through (your team's number and when — skip it and Rezo takes a message instead), divert your phone to Rezo (the steps for your network, with your Rezo Phone number to copy), and ring it to test — that step ticks itself when Rezo answers its first call, or press I've tried it. Divert and ring it wait while your number is being registered; when it's ready, the email, the bell and a one-time pop-up (Continue set-up) bring you back to the divert step. Everything can be changed later on Settings → Communications → Rezo Phone.

Press Add Rezo Phone on Settings → Communications → Rezo Phone. First, confirm your business — the UK phone network needs it to register your number: if it isn't confirmed yet, the window's Confirm your business button opens the same card as for marketing. Then it says: "We register your number with the UK phone network when you add Rezo Phone — usually three to five working days. We'll email you when it's ready." (and asks for a UK mobile or your venue's UK address if we don't have them). Nothing is charged while we register it (you add a card first if needed). Billing starts the day your number is ready: with a paid plan, the rest of that month, then monthly with your plan; on Free (no subscription yet), the whole first month, then monthly from that date. If your card can't be charged then, the number stays off and we email you: confirm your card within 7 days or we hand the number back — nothing charged. Cancel request stops it while it waits. A paid plan chosen later joins the same bill. The Rezo Phone add-on row says where it's got to — your number being registered (nothing to pay yet), free from ResoFlow until a date (when we've given it to you), or the day it ends — and Your Rezo Phone number shows the number itself once it's ready. Then switch on call divert on your venue's line, to that number:

• Most mobiles (EE, O2, Vodafone, Three and others): for the calls you miss, dial **61* then the Rezo Phone number then # and press call (and for when you're busy, **67* then the number then #); for every call, **21* then the number then #. To stop: ##61# (and ##67#) or ##21#.
• BT and most UK landlines: for the calls you miss, dial 61 then the number then # (and for when you're busy, 67 then the number then #); for every call, 21 then the number then #. To stop: #61# (and #67#) or #21#. Some providers use their own app or account page instead.
• Internet (VoIP) phone systems: set "forward on no answer" (or "forward all calls") to the number in your provider's portal.

Your network may charge for diverted calls — check with your provider. Your number is live once it's ready and billed — we'll email you.

If the phone network has a problem

Tip: if your phone allows it, divert only when you're busy or don't answer (rather than every call). Then your own phone still rings first — and if the phone network ever has a problem, your calls simply stay with you.

Calls at once, holding and blocking callers

• Rezo answers up to 4 calls at once; more callers hold for a moment — they hear "Thanks for calling (your venue). We'll be with you in a moment." and some music, then go through to Rezo. How long callers hold is yours to choose — 30 to 120 seconds, 60 unless you change it; after that the call rings your own number ("Number your team answers"), or, with no number, the caller is asked to call back. Holding uses none of your minutes, and the call shows "held 25 s" (for example) on Messages → Calls.
• Hold music — choose what callers hear while they hold: Calm acoustic (the default), Jazz lounge, Funky bar, Bossa nova, Fine dining, Bright café, Cocktail house, Celtic pub or Funky (upbeat) — press play to hear each one first — or Off (silence).
• Block number — type the number (and a note if you like) and press Block: its calls are refused before Rezo answers, using no minutes. Or open a call in Messages → Calls and press Block this number. Unblock takes it off the list. A withheld number can't be blocked.
• Always ring through — add a name and number (your supplier, the owner's family): their calls skip Rezo and ring your own number ("Number your team answers"). Without that number, Rezo answers them as usual.
• Both lists save as soon as you press Block or Add, and owners and managers can change them. Every change is in the Activity Log.
• Calls are cut off at 8 minutes; Rezo warns the caller first and takes a message.
• If Rezo can't answer for any reason, the call rings your own number (the one you put through to), or the caller is asked to call back — and it shows on the Calls page so you can ring them.

Recording calls

Rezo always keeps a written transcript of each call (90 days, or your shorter guest-data period). Switch on Record calls (audio) on the same page to keep the sound of each call too, for 30 days — it is off unless you switch it on. While it's on, Rezo's opening says the call is recorded (otherwise "transcribed"). A call put through to your team is never kept as a recording, and calls rung straight through to your own phone never reach Rezo at all.

On Messages → Calls, open a call and press Play recording (owners and managers). Each play is noted in the Activity Log. After 30 days the recording is deleted; the transcript stays for its own time.

After 90 days a call — the caller's number and the transcript — is deleted. A call from one of your guests keeps a short summary (when, how long, what happened, the booking) on their profile under Calls with Rezo for your guest-data period, then goes with the guest (or when they ask to be erased). Opened, it says "The transcript has been deleted." Other callers' calls simply go at 90 days.

Calls and call-backs

Messages → Calls lists every call Rezo answered, kept 90 days (and, while Rezo isn't answering, the calls to your Rezo Phone number that it missed, so you can ring them back): when, the caller's number, what happened and the summary — open one for the transcript. The figures show calls, bookings by phone, messages, call-backs waiting, the busiest time and the minutes left this month.

A message Rezo took is a call-back, on every plan: it shows on Messages → Calls, rings the bell and comes to your phone as an alert (if you have the app). Press Done once someone has rung them back. If it isn't done in the time you choose, the bell reminds you. You can also text callers a link (your booking page, menu or what's on — from your own text allowance) and, on Pro and Complete, Put each message in Messages too — it shows as Phone call · Rezo Phone, under its own Phone calls filter.

Switch on Email me each message (the last section of the page, off unless you switch it on) and each message is emailed to you as well: who rang, what it's about, the number to call back and when.

Switch on Email me a daily call summary for an email each morning with yesterday's calls — only on a day with calls.

Bookings by phone follow your online rules

Rezo books by the same rules as your booking page, never a member of staff's freedoms: your hours and closures, how far ahead and how late guests can book, the largest and smallest party online, tables held for other guests, and your approval rules. A booking that would wait for your approval online is a request by phone too — Rezo tells the caller the team will confirm it. A party bigger than you take online is a request only if you take bigger group requests; otherwise Rezo offers a party enquiry or a message. Where a booking needs a deposit or paying in full, Rezo texts the caller a secure link (and emails it too when they give an email) and the table is held — not confirmed — until it's paid — for 24 hours unless you change Hold the table for the deposit (1, 2, 12, 24 or 48 hours, on Settings → Communications → Rezo Phone under "What Rezo may do", and in the guided set-up) — never a card on the phone. If it isn't paid in time, the table is freed and the guest is told; the hold always ends two hours before the booking. Rezo tells the caller about the deposit before booking, and how the link will come: by text when your venue's texts are available and the caller is on a mobile, otherwise by email — so it asks for their email first (spelt and read back letter by letter). If the caller won't give an email and the link can't go by text, Rezo takes a booking request instead: nothing is held or paid on the call, and your team confirms it and sends the link (the booking's staff note says so). A deposit paid at the venue: booked, and the caller told when and how. If Stripe can't take cards yet, Rezo does what your booking page does: booked, no deposit, and the bell to connect Stripe. It checks the caller's number by its last four digits, and never asks a caller to say the number they're calling from. Asking again for the same time on the same call never makes a second booking — Rezo tells the caller about the one already made (and adds the email they've just given).

Special dates, seasonal hours and every other booking rule by phone

Every booking rule your booking page follows, Rezo follows too: your hours and closures (seasonal hours and special dates included), your online booking times and any day you take no online bookings, how far ahead and how late guests can book (and special dates that open early), blocked dates, event nights, how long a booking lasts (by party size, or a special date's own length), your covers and pacing limits, tables you don't sell online and tables held for other guests, the largest and smallest party online, and your approval rules. A special date's own rules apply by phone exactly as online — its hours, its online times or set sittings, its party sizes, notice, rooms, deposit or pay in full, approval, and whether it takes food or drinks-only bookings — and Rezo tells the caller the date's note for guests. If you switch online bookings off, Rezo doesn't book by phone either. Where your booking page offers drinks-only bookings, a caller can ask for one; where it doesn't, Rezo says so and offers a table. When nothing is free, Rezo says why — closed, online bookings blocked that day, an event, too soon or too far ahead, or fully booked — and offers the nearest free time. If you ask larger parties to call at short notice for their pre-order, Rezo offers to put them through to your team instead of booking.

What Rezo can't do on a call (by design): it doesn't offer a booking-length choice (the booking gets your usual length), a room or seating choice (any area, as when a guest online doesn't choose), a pre-order, extras, a gift card or an offer code. A booking that waits for your approval and owes a deposit is a request by phone too, but no card is saved on the call — once your team accepts it, they send the secure link. And like your team's own bookings, Rezo's bookings don't count toward your plan's online booking limits.

Calls linked to bookings and guests

• A booking Rezo made or changed shows By phone · Rezo in the bookings list, on Home and in the booking panel, where Open the call opens that call in Messages → Calls.
• In Messages → Calls, a call opens the booking it was about and the guest it was from, when Rezo knows them — by the booking, or by the guest's phone number (never a guess between two guests with the same number).
• The guest's profile lists their Calls with Rezo on its Messages tab: when, what happened and the summary — tap one to open it.
• On Pro and above, a message from a guest Rezo knows goes into that guest's own conversation in Messages (the booking's, when the call was about one — including a message about the caller's own booking that Rezo found by its reference, or by the name and the number they rang from).
• The Activity log shows what Rezo did as Rezo (phone) — "Rezo (phone) booked a table…" — and the booking itself is marked as made by Rezo (phone), never by the account owner.
• When nothing confirms a booking, Rezo says so first and gives the reference. It reads the surname and address back as saved, so the caller can correct them. A caller who booked before from the same mobile under the same name isn't asked to spell it — the booking keeps their earlier spelling, and Rezo never says the name on file.
• While you have Rezo Phone, Messages is in your menu on every plan: Calls works in full; Conversations stays on Pro and above. Without Rezo Phone, Free and Plus keep Messages locked as before, and there's no Calls tab — unless you had Rezo Phone and some of its calls are still kept: then Messages stays in your menu so you can read them (below).

Minutes and extra minutes

Each month includes 200 minutes — Minutes this month on the same page shows how many are left and how many calls Rezo has taken. Buy 100 more minutes there: £30 on Free, £28.50 on Plus and Pro, £27 on Complete (your plan's top-up discount) — bought minutes don't expire and are used only once the month's 200 have gone. If a call uses up the last of them, Rezo takes a message and ends that call. You get a bell and an email when 80% of the month's minutes are used, and again when they're all used, each with a Buy 100 more minutes button. While they're all used, new calls to your Rezo Phone number ring the number your team answers instead of Rezo (or callers are asked to call back if you haven't set one).

Removing Rezo Phone, and your old calls afterwards

Remove stops Rezo Phone at the end of your billing month — you keep it until then, and your Rezo Phone number is released that day (switch your call divert off before then). Changed your mind? Press Keep Rezo Phone. Moving to No plan ends Rezo Phone on the same day as the plan change; it stays on any other plan.

Once Rezo Phone has ended, you can still read your past calls on Messages → Calls, and on each guest's profile under Calls with Rezo — transcripts and the bookings they made — until each is deleted 90 days after the call (a guest's summary stays longer — above). They're read-only: Rezo answers nothing new; Done and Block this number are gone. Add Rezo Phone again and Calls works in full.

Why Rezo Phone says Beta

Rezo Phone shows a Beta tag until 31 January 2027 — on Settings → Communications → Rezo Phone, its card on Top-ups and our website. Beta means it is new: it works in full and is charged as normal (£49 per month with 200 minutes), and we are still improving it. The tag comes off by itself on 1 February 2027, and nothing changes for you when it does.

Related guides

• How do party and private-hire enquiries work?
• How do guests message us, and how do we reply?