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.

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TL;DR

• The Concierge detects gaps in tomorrow's schedule and shows a nudge card when waitlist matches exist.
• The backfill ranking system scores customers on six factors, those scoring 70+ are high-confidence matches.
• Customers need at least 3 completed bookings in the last 12 months to be eligible for backfill offers.
• New Zealand venues can send email offers only. SMS gap fill is not available.

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)

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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. The audience-preview card surfaces the count, sendable sub-count after dedup, sample names, and the per-send cost inside the Send button.
6. Sends to more than 50 recipients require a hold-to-confirm gesture (~600 ms press-and-hold) to prevent accidental blasts.
7. Messages are logged in the inbox for conversation threading.

Cancel window

Win-back-style batch sends queue for a 30-second cancel window before firing. The card shows a countdown and a Cancel button. Tap Cancel to abort; no SMS is sent and no Sparks are consumed beyond the draft. If you close the tab or background the mobile app, a server-side cron worker picks up the queued send — your campaign still fires.

Single-client outreach has no cancel window: it's a small blast radius, so it fires immediately.

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.

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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

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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

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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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FAQ

Why are no nudge cards appearing for gap filling?

Nudge cards appear when tomorrow has gaps (fewer than 4 bookings per staff member) and matching waitlist customers exist. If you have no waitlist entries, or all eligible customers were contacted within the last 24 hours, no nudge card appears. Dismissing a nudge also hides it for 24 hours.

What makes a customer eligible for a backfill offer?

Customers must have at least 3 completed bookings in the last 12 months, at least 3 lifetime visits, a valid phone number or email address, and must not be blocked or opted out of reconnect messages. Customers contacted for backfill within the last 24 hours are also excluded.

Does gap fill work in New Zealand?

Yes, but email only. New Zealand venues cannot send SMS backfill outreach, only email offers are available. For SMS gap fill, your venue must be in Australia or the United Kingdom with a provisioned dedicated number.

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Related Articles

• Concierge
• Concierge Actions & Backfill
• Understanding Spark (AI Credits)
• Using the Inbox