Texting Guide for Restaurants

Restaurants win on timing and clarity. Guests want quick confirmations, simple options, and useful reminders. TextUs helps front-of-house, kitchen, catering, and marketing teams coordinate with concise SMS that feels personal at scale.

How TextUs Fits Restaurant Workflows

TextUs Campaigns let you reach targeted lists from your CRM or reservation system with short, action-focused messages. You can attach PDFs or images like menus, event flyers, pickup maps, or catering one-pagers so guests can act without hunting through email.

Keywords such as BOOK, WAITLIST, PICKUP, or MENU route replies into Sequences that confirm intent and send the next step automatically.

Replies land in the Shared Inbox so hosts, managers, and catering coordinators can assign ownership and respond with Templates. Integrations keep conversations logged to guest profiles and lists.

You can monitor deliveries, replies, and clicks in TextUs and export CSVs to compare texting activity with seated covers, takeout volume, and private event bookings.

What to Set Up First

Connect your CRM, reservation, or online ordering system so contacts and conversations sync. Register 10DLC numbers and keep opt-out handling active so STOP and UNSUBSCRIBE are processed. Align on approved topics, quiet hours, and attachment types before the first send.

Create Templates for high-volume moments: reservation confirmations, waitlist prompts, pre-arrival notes, takeout pickup directions, and event inquiries. Assign Shared Inbox coverage by shift so someone owns replies during open hours.

Build segments such as Tonight’s Reservations, VIP List, Catering Prospects, Lapsed Guests, and Curbside Pickups Today.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM or reservation system, such as “Tonight’s Reservations.” This makes sure your message reaches the right guests.
2. Write your message: Keep it short and specific. Example: “Hi {{first_name}}, your table at [Restaurant] is set for [Time]. Reply CONFIRM to keep or CHANGE for options.”
3. Attach media: Add a PDF or image when helpful, such as a parking map, menu, or prix fixe flyer. Attachments reduce questions and speed decisions.
4. Set up an A/B test: Create a second version that changes one element, like the opener or the call to action. Compare reply rates to choose the winner.
5. Schedule your campaign: Send confirmations 24 hours before and a same-day reminder 3 hours prior. Use recurrence for weekly specials or Sunday brunch updates.
6. Create a keyword: Add a keyword such as BOOK, WAITLIST, or PICKUP and reference it in your message. When a guest replies with that word, TextUs will recognize it automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm booking or share a link to modify. Step 2: Follow up 2 hours later if there is no response.”
8. Send and monitor: Launch your campaign, watch confirmations and changes, and handle exceptions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming. We will hold your table for 15 minutes. Reply MENU for tonight’s specials.”
• Step 1 (auto-reply - change): “No problem. Here is the change link: [short URL]. Reply HELP if you prefer a text-based time swap.”
• Step 2 (reminder): “We have not seen a confirmation for [Time] tonight. Reply CONFIRM to keep or CHANGE for options.”

Segmentation and Personalization Strategy

Segment by visit window and intent so each text drives one action. Useful rules include reservation date, pickup time, event interest, loyalty tier, and dietary preference tags. Exclude recent opt-outs, completed visits, or guests who already changed plans.

Personalize lightly. First name and one contextual field is enough, such as reservation time, pickup window, or event name. Set fallbacks for missing fields so no message looks broken.

Refresh segments daily for reservations and pickups and weekly for VIP or lapsed-guest outreach. Clean segments raise reply rates and reduce confusion at the host stand.

Template Library for Restaurant Scenarios

Maintain a small library your team can send without rewriting. Keep tone warm and direct, with one clear action.

• “Hi {{first_name}}, confirming your table at [Restaurant] for [Date] at [Time]. Reply CONFIRM or CHANGE.”
• “Running late happens. Reply LATE with your ETA, and we will do our best to hold your table.”
• “Pickup at [Address] is ready at [Time]. Reply HERE when you arrive at curbside, and we will bring it out.”
• “Private dining inquiry received. Would you like a one-page menu and capacity guide? Reply INFO for the link.”
• “New tasting menu launches Friday. Want early access details? Reply MENU and we will text the preview.”

Review the template performance monthly with compliance. Retire low performers and note which variants improve confirmations or pickup readiness. Attach images or PDFs only when they remove friction.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data to reservations seated, no-shows, takeout pickups completed, and private event inquiries. Preserve campaign name, segment, keyword, and variant fields so analysis is repeatable.

Track reply-to-confirmation and confirmation-to-seat rates for reservation segments. For takeout and catering, track reply-to-arrival and arrival-to-on-time handoff. Include attachment and link usage to see whether maps, menus, or one-pagers improve conversion.

Summarize results in a one-page report with delivery rate, reply rate, confirmation rate, and seated covers or completed pickups. Add short notes on timing, tone, and attachment impact so teams know what to repeat.

Promotions, Waitlist, and Guest Experience

Use TextUs to keep promotions personal instead of broadcasted. Schedule a weekly special to VIPs and a weekend brunch note to local subscribers. Trigger lightweight follow-ups when someone replies MENU or YES so interest turns into covers.

For busy nights, manage waitlist flow with simple prompts. Text guests when a table opens and offer a short window to confirm. A clear call to action reduces front-door congestion and phone backlog.

Pre-arrival notes improve service quality. Send parking tips, patio policies, or allergy reminders 2 to 3 hours before the reservation. These touches reduce delays and avoid last-minute confusion.

Managing Replies in the Shared Inbox

All messages appear in the Shared Inbox for full visibility across front desk, managers, and event coordinators. The first responder assigns the thread to themselves so the guest has one point of contact. Templates keep answers fast and consistent while a personal line maintains hospitality.

Use tags like Confirmed, Late, Change, Pickup, and Event to organize threads. Add short notes before forwarding to events or the kitchen so context stays intact. If a guest goes quiet, move them into a brief re-engagement Sequence that checks in with one clear option.

Keep notifications on during open hours and peak windows. Quick replies reduce no-shows and curbside delays. Clear ownership prevents duplicate outreach and mixed instructions.

Compliance and Deliverability for Restaurants

Use registered 10DLC numbers so carriers recognize your traffic as business messaging. Keep opt-out handling on, so STOP and UNSUBSCRIBE are processed automatically. Include a short line in the first message such as “Reply STOP to opt out.”

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include payment details in SMS. Use secure links for deposits, invoices, or prepay requests.

Keep attachments lightweight and relevant. Menus, event flyers, and curbside maps should open quickly on mobile. Send within local hours and match cadence to the guest journey so messages feel helpful.

FAQs About Texting Guide for Restaurants

Can I attach menus or pickup maps to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Restaurants often attach menus, prix fixe flyers, and curbside maps so guests arrive prepared.

Can I automate reservation reminders or waitlist messages?

Yes. You can schedule and repeat campaigns or use Keywords and Sequences for these workflows. Many teams automate 24-hour confirmations, day-of reminders, and waitlist pings during peak periods.

How do Keywords and Sequences help with guest flow?

When guests reply with a keyword like BOOK, WAITLIST, or PICKUP, TextUs can enroll them in a Sequence. The first step confirms status or shares a link, and a later step checks back if there is no response. This reduces phone traffic and speeds seating or handoff.

How does the Shared Inbox keep front-of-house aligned?

All replies appear in one place, so hosts and managers see context and avoid duplicates. You can assign ownership, use Templates for consistent answers, and add notes for the kitchen or events. This keeps service smooth during peak hours.

What metrics should I track to measure impact?

Start with delivery, reply, and confirmation rates. Export TextUs data and join it with seated covers, no-shows, takeout pickups, and event bookings. Weekly reviews help refine timing, tone, and audience segments.