Looking Up an Existing Booking on Call
Customers sometimes call not to make changes, but simply to confirm the details of an existing booking — the date, time, address, or who they're booked with. The AI can look up this information during the call.
How the AI looks up a booking
When a caller asks to check their booking, the AI:
- Searches for bookings associated with the caller's phone number.
- If a match is found, reads back the booking details.
- Asks if the customer needs anything else — or if they'd like to make a change.
The lookup happens automatically using the calling number. No booking reference number or account login is required.
What the AI can confirm
The AI can tell a caller:
- The date and time of their booking
- The party size or service booked
- The name on the booking
- The location address (from your knowledge base or location details)
- The staff member assigned (for service businesses, if applicable)
Multiple bookings
If a caller has multiple upcoming bookings on record, the AI may list them or ask which one they're enquiring about.
If no booking is found
If the AI can't find a booking for the caller's phone number, it will let them know. This can happen when:
- The booking was made under a different phone number.
- The booking is very far in the future and the caller has called from a new number.
- The booking was made manually by a staff member without a phone number on record.
In these cases, the AI may suggest calling during business hours or transferring to a human.
Sending booking details by SMS
If the Send Booking Link AI tool is enabled, the AI can text the caller a link to their booking confirmation page. This is often more helpful than reading out the details verbally — the customer can refer back to the link later.
💡 Tip: Customers who call just to confirm their booking details are often not sure if they booked correctly, or want reassurance. Enabling the booking link SMS tool means they'll have a written record they can refer to — reducing repeat calls.