AI Agent and CRM System for HoReCa: Reservations, orders, regulars

Where HoReCa guest requests come from

Venue requests rarely come through one door: a table request in an Instagram DM, a delivery order in WhatsApp or the website widget, a call from a regular, a catering inquiry from a website form. MyChatBot connects these channels to one assistant, and every new conversation becomes a lead in one CRM.

• Instagram and Facebook: DMs and comments under posts and reels; when a comment asks about price, location or availability, the agent can also send a private message.
• WhatsApp, Telegram, Viber and the website widget: menu questions, delivery and pickup orders, table requests.
• Phone calls: the same booking and order tools work on a live call.
• Forms and other systems: Lead Form Instant Outreach turns a website form email into a lead and can send the first message; Trigger Outreach accepts webhooks from another system.

Three venue workflows, step by step

1. Delivery or pickup order in chat

1. Load the menu into the Knowledge Base as a Product Spreadsheet or Product Feed, with ingredients and allergens in descriptions.
2. Connect native Orders. Add order fields such as phone, delivery address and a Pickup or Delivery dropdown, and custom item fields such as size or notes.
3. The agent searches the menu, quotes prices from it, collects the required fields and, as your instructions say, confirms the order and total.
4. The order lands on the Orders page with items, extras, channel and chat link. With Requires payment via Stripe on, the agent sends a checkout link; after payment the order shows Paid and moves to Confirmed.

2. Table reservation

1. Connect a calendar: the native Calendar (it needs at least one staff member and one service), Google Calendar, or Altegio if the venue already books there.
2. Write house rules into Booking Instructions (native Calendar) or the agent instructions: minimum advance notice, which party sizes go to a manager.
3. The agent offers free slots, books the table and confirms in the chat. It cancels on request and, with the native Calendar or Altegio, reschedules. Altegio needs the guest’s phone number, so the agent asks for it early.
4. The agent sets a funnel status such as reserved. If Allow agent to self schedule follow-ups is on, it can queue a reminder before the visit.

3. Catering or event inquiry

1. The agent answers questions from Business Knowledge: catering menus, venue rules, FAQ.
2. It collects date, guest count, format and budget, and creates a lead or deal in the connected CRM.
3. It applies a label such as catering, sets a status and files a Task Manager task tied to the lead, so a manager prepares the quote.
4. If the guest goes quiet, a Postponed contextual follow-up targeted at that status and label sends a reminder after the set silence period.

CRM tools HoReCa teams connect

A venue can run entirely on the built-in CRM: leads from every channel, separate pipelines for dine-in, delivery, catering and events, labels such as regular, native Orders and Task Manager. If guest records live elsewhere, connect one CRM per assistant on the Integrations page.

• KeyCRM: the agent creates and updates leads, creates orders and adds contacts. Each lead or order gets a chat link, with the channel as source. KeyCRM Products indexes the catalog for search in chat.
• SalesDrive: the agent creates and updates deals with their contact and products, so orders land there as they happen.
• Bitrix24, HubSpot, Zoho, Salesforce: leads, deals and contacts; Kommo and GoHighLevel: deals and contacts.
• Google Spreadsheet: Spreadsheet Orders writes each order as a sheet row; it cannot run alongside native Orders on one assistant.

Sync statuses imports CRM funnel stages so the agent uses the same names. The import is one-way: moving a card on the MyChatBot board does not change the external CRM. Status names must match character for character, so re-run the sync after changing stages.

Practical limits and where staff stays involved

• Stock and kitchen. Native Orders do not track stock or sold-out dishes and have no automatic push to a POS or kitchen display. Mark unavailable dishes in the menu.
• Prices. The agent takes prices from the menu you loaded, so keep it current.
• Tables and capacity. Calendar tools work with time slots, not a floor plan. The native Calendar stops the agent from double booking the same staff member; events staff add or drag by hand are not checked, and guests are not notified.
• People decide. Large parties, private events, complaints and allergy questions the menu does not answer need a person, who takes over the chat through Hand-off Control: a stop word or implicit operator handoff, optional silent handoff, and AI auto return after 24 hours or a custom interval.
• Money. Cancelling a paid order does not refund it; refunds are issued in Stripe.
• Hours and balance. Outside Work Hours the agent stays silent and later does not answer off-hours messages, so staff should check those chats. Replies draw from the shared sales-message balance; at zero, all assistants switch off until you top up or the plan renews.