> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getsmartalex.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Hospitality call flows

> How a hospitality AI voice agent handles reservations, hours, directions, and menu questions on the phone.

A hospitality AI voice agent answers the phone for restaurants and venues, so it takes reservations, answers repetitive questions about hours, location, and the menu, and captures special requests without pulling staff off the floor during service.

## The typical call

```mermaid theme={null}
flowchart LR
    A["Greet: name the venue"] --> B["Identify intent"]
    B --> C{"Reservation or enquiry?"}
    C -->|Reservation| D["Check availability, book the table"]
    C -->|Enquiry| E["Answer from the knowledge base"]
    D --> F["Confirm details, note occasion or dietary needs"]
    E --> F
    F --> G["Send SMS confirmation, close warmly"]
```

## What the agent handles

The common caller intents for hospitality:

* New reservations, including party size, date, and time
* Checking or changing availability before offering a slot
* Opening hours and service times
* Location, directions, and parking
* Menu, wine list, and dietary options
* Special occasions and requests (anniversary, birthday, allergies)
* Group or event enquiries that need a person to weigh in
* Handing off to a manager for anything the agent should not decide alone

<Note>
  Peak call volume tends to hit right before service, exactly when reception staff are busiest. The agent handles the simple, repetitive calls so the team can focus on the room, and it hands off the rest with context attached.
</Note>

## Tools it uses

These are built-in [agent tools](/essentials/agent-tools) you switch on per agent:

* **Create booking** and **Check availability**: look up open times and book the table on your connected calendar, mid-call.
* **Knowledge lookup**: answer menu, hours, location, parking, and dietary questions straight from the agent's knowledge base.
* **Send SMS**: text the caller a booking confirmation from your number.
* **Transfer call**: hand the live call to a human, for example a manager handling a special request.
* **Send payment link**: optionally take a deposit for a large booking or event via a checkout link.
* **Create lead**: capture an event or function enquiry into your CRM for follow-up.

See [Agent tools and connectors](/essentials/agent-tools) for the full list and how to enable each one.

## Example call

> **Caller:** Do you have a table for two at 7:30 on Saturday?
>
> **Agent:** Saturday at 7:30, yes, we have availability. What name should I put the booking under?
>
> **Caller:** Smith.
>
> **Agent:** And a contact number for the confirmation?
>
> **Caller:** 082 111 5544.
>
> **Agent:** Booked. Table for two, Saturday at 7:30, under Smith. Anything we should know, a dietary requirement or a special occasion?
>
> **Caller:** It's our anniversary.
>
> **Agent:** Lovely, we will note that. I will text the confirmation across now. See you Saturday.

The agent handles the vast majority of these calls without a transfer. Only special requests or complex event bookings need a person, and when they do, the call is passed over with the details already captured.

<Card title="Back to the conversation flow library" href="/telephony/conversation-flows">
  See all six industry call-flow patterns and their configuration recipes.
</Card>