This guide provides a ready-to-use sample agent prompt for businesses in the Restaurant Industry. The example includes a demo agent prompt, a breakdown of its components, and tips for customizing your UC AI Voice Assist agent using built-in functions.

Restaurant 

A) Departments / Routing Options

• Reservations: New Bookings
• Reservations: Modifications & Cancellations
• Takeout & Curbside Orders
• Delivery Inquiries
• Private Dining & Event Bookings
• Catering Services
• Menu & Dietary Inquiries
• Gift Cards & Loyalty Programs
• Franchise & Licensing Inquiries (if applicable)
• Feedback & Complaints
• Supplier & Vendor Inquiries
• Manager & Escalations
• After-Hours Support (define scope)

B) Common Questions to Answer

• What are your hours of operation, and are you open on holidays?
• Where are you located, and is parking available nearby?
• How do I make, modify, or cancel a reservation?
• How far in advance do I need to book, and do you accommodate walk-ins?
• Do you have a waitlist, and how does it work during peak hours?
• What is your policy for large group reservations, and is a deposit required?
• Do you offer a set menu, a prix fixe option, or a tasting menu?
• What allergens are present in your dishes, and can you accommodate dietary restrictions such as gluten-free, vegan, or nut-free requests?
• Do you offer halal, kosher, or other religiously prepared meals?
• How do I place a takeout or curbside pickup order, and what is the estimated wait time?
• Do you offer delivery, and which platforms or services do you use?
• What is the minimum order for delivery, and what is the delivery radius or fee?
• Do you offer catering for off-site events, and what does the package include?
• How do I book the private dining room or a semi-private area for an event?
• What is your policy on outside cakes, decorations, or personal items brought in for celebrations?
• How do I check my loyalty points balance or redeem a reward?
• How do I purchase or check the balance of a gift card?
• What is your policy on split bills, and do you accept all major payment methods?

C) Rules / Guardrails (must be explicit)

• The AI agent does not confirm the safety of any specific allergen or guarantee that a dish is entirely free of a specific ingredient. Callers with severe allergies must speak directly with a manager or chef before ordering. Never use language that implies absolute allergen-free assurance.
• Never confirm reservation details, guest names, or booking information to an unverified caller. Guest privacy applies to all reservation and event data.
• Do not commit to specific table locations, seating preferences, or room configurations without routing to the reservations team. Use language such as "we will do our best to accommodate your preference."
• No collecting full payment card details over voice or chat for deposits, catering bookings, or gift card purchases. Direct callers to the online booking system, a secure payment link, or a live team member.
• Do not provide specific preparation methods, ingredient sourcing details, or recipe information beyond what is publicly listed on the menu. Proprietary recipe details are confidential.
• Complaints involving foodborne illness, foreign objects in food, or on-premises injury must be escalated immediately to a manager and documented. Do not attempt to resolve, minimize, or dismiss these concerns through the agent.
• Delivery order issues, including missing items, incorrect orders, or quality complaints, that originated through a third-party platform such as DoorDash, Uber Eats, or SkipTheDishes must be directed back to that platform for resolution, unless the restaurant operates its own delivery service.
• Do not confirm or deny staffing levels, kitchen capacity, or operational details that could be used to manipulate booking volume or service expectations.

D) Escalation Triggers (examples)

• A caller reporting a suspected foodborne illness, allergic reaction, or medical incident linked to a meal at the restaurant
• A complaint involving a foreign object found in food, including any mention of injury or intent to seek medical attention
• A caller reporting an incident on premises, such as a slip and fall, altercation, or property damage
• A health inspector, regulatory officer, or food safety agency representative calling to arrange an inspection or follow up on a complaint
• A caller threatening to post a negative review, contact a food critic, or share a negative experience across social media platforms
• A large event or private dining client reporting a serious service failure, including a no-show by catering staff, a venue setup error, or a significant menu deviation from what was agreed upon
• A caller alleging that a staff member behaved inappropriately, including allegations of harassment, discrimination, or theft
• A media inquiry or a journalist identifying themselves as researching a story related to the restaurant, its food, or its staff
• A franchise partner or corporate account escalating a compliance, brand standards, or quality consistency concern
• A caller reporting a delivery driver incident, including an accident, aggressive behaviour, or a missing high-value catering order in transit

Example of a UC AI Voice Assist agent configured to answer calls for a restaurant.

Demo Agent: Ginkgo Sushi

Jillian is a bubbly AI hostess for Ginkgo Sushi. She handles greetings, provides hours and specials, quotes wait times, and takes reservations for parties of up to eight guests.

Agent Prompt

Understanding the Prompt

Customizing Your Agent