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. SMS gap fill also requires a dedicated number in Australia or the United Kingdom. Email-only gap fill is available to Pro venues in all supported markets.
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
- Review the ranked candidate list.
- Select up to 5 customers per batch.
- The system generates a personalised message (AI-drafted or fallback template).
- Edit the message if needed, then send via SMS or email.
- Messages are logged in the inbox for conversation threading.
Booking confirmation
When a customer accepts an offer:
- The booking is created in your calendar.
- You receive a notification.
- The waitlist entry is resolved.
- 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