The Guide
How RevIQ actually works.
Five systems that sit between your customer walking out and their next public review. Read this before onboarding to know exactly what the dashboard will show once your location is live.
00 · Overview
The 5-step flow
Every interaction in RevIQ follows the same shape. Once a visit enters the system, everything downstream runs on its own.
Visit captured
A customer visit enters RevIQ through any of six paths: self check-in QR, manual entry, CSV import, OCR of a paper check-in sheet, desktop sync from your booking system, or the Chrome extension.
Follow-up sent
Your assistant (default name: Aitana) texts the customer from your business's number a few minutes later. Natural tone. No links. No star widget. No survey.
Reply classified
The customer texts back. RevIQ reads the free text — not clicks — and tags it as positive, negative, neutral, or a question that needs an answer.
Routed to the right outcome
Satisfied replies can receive a neutral review invitation with an optional draft based on the customer's own words. Concerns route to a manager alert. Neutral replies get clarified. Questions get answered from your Business FAQ when the answer is safe and known.
Outcome attributed
If a review posts, it lands in your Reviews tab with an AI-drafted reply. If a recovery, win-back, or shareable offer brings a customer back, RevIQ ties the return signal to the guest profile and coupon scan when available.
01 · Pillar
The Experience Router
The job: route every reply to the right next step. The router reads free-text feedback and decides whether the thread needs a review invitation, a clarifying question, a Business FAQ answer, or manager attention.
How it decides
When a customer replies, Aitana reads the actual text — not a star rating, not a click. The reply is classified into four routes.
Genuine satisfaction in the words. The system can send a neutral review invitation and an optional draft generated from what the customer just said.
Any sign of disappointment or problem. Manager gets an SMS + push within seconds. Aitana pauses escalation-sensitive automation so the team can respond.
Vague or ambiguous. Aitana asks one follow-up question before routing. The system avoids guessing at intent.
A direct question (hours, parking, pricing). Answered from your Business FAQ when confidence is high enough. Flagged to a manager if we can't answer it safely.
What both paths actually look like
Same opening message. Same tone. The customer’s reply decides everything after. Real threads, anonymized.
Praise can receive a neutral review invitation with an optional draft. The customer controls the final review.
Concern routes to the manager with full context. The customer stays free to share their experience anywhere.
What the manager sees when a flag fires
The inbox surfaces the flagged customer with a red badge. The manager opens the thread, reads the full context, and can take over the conversation with one tap. The moment they send a reply, Aitana pauses on that thread automatically. The system assumes the human is better equipped to resolve it.
Time-aware holding
Once a customer is flagged and a manager hasn’t replied, RevIQ re-pings the manager on an hourly cadence until it’s picked up. The customer isn’t left waiting, and the AI doesn’t keep drafting while something serious is unresolved.
02 · Pillar
Aitana — personal follow-up
The job: make every consent-based follow-up feel relevant, specific, and easy to answer. Reply rates on RevIQ sit at 29% — roughly 6 to 10× what survey-link tools report. That number comes from clear timing, plain language, and useful context.
What makes her feel personal
Sent from your number.
Not a short code. Not “noreply”. The customer sees a local number with your area code and the first message says who it is.
Your name. Your role.
You choose what to call her (Aitana is the default) and give her a role (manager, host, owner). That's how she signs off.
Your customer's language.
Customer replies in Spanish, Portuguese, or French? Aitana switches mid-thread and remembers the preference forever.
Human timing.
2 to 3 minute response delay. Faster if the customer is clearly active in the thread. Timing is designed to feel respectful, not robotic.
Short sentences. No filler.
Banned from her prompt: “I hope this message finds you”, “we truly appreciate”, “absolutely”, “wonderful”. She writes like a person texting back.
Zero-echo rule.
She doesn't parrot the customer's last message back at them. She reacts the way a real person would — acknowledges and moves forward.
How she gets sharper over time
When a manager takes over a factual question the assistant could not safely answer, RevIQ can save a safe, reusable answer to the Business FAQ. The next guest who asks the same thing gets a faster answer without interrupting the team.
This is intentionally simple: stable business facts become reusable answers. Feedback, complaints, billing issues, safety concerns, ad-hoc coupons, bookings, contact details, and promises are blocked from auto-learning and still escalate to a human.
The Business FAQ
If a customer asks “what time do you close Sunday?” or “is there parking?”, Aitana can answer from your Business FAQ without involving a manager. You write the answers once during onboarding (or add them later in Dashboard → Business FAQ). The system retrieves the closest match on every inbound and answers if confidence is high enough.
A safe claim, stated plainly
Aitana answers common questions automatically from your Business FAQ. Anything that requires a new action (ad-hoc discount, booking change, promise) gets flagged to a human. She is autonomous for Q&A, supervised for decisions.
03 · Pillar
The Recovery Loop
The job:give the team a concrete way to resolve a concern. When a negative experience surfaces, RevIQ can route it to a manager, send an approved recovery offer, or use a more personal invitation flow when that setting is enabled. Offers are personalized, one-time-use, and tied to that customer’s phone number.
How follow-through is tracked
Recovery path selected
The business can use a pre-approved offer, a personal invite, or manager takeover depending on what went wrong. Severe billing, safety, health, or manager-level issues stay escalated to a real person.
Customer returns
If an offer link exists, staff can scan the QR or type the code. If the invitation has no coupon, RevIQ can still match a later visit by the customer's phone/profile when the visit enters the system.
Return signal logged
The customer is tagged as recovered or returned where the data supports it, and the interaction becomes part of your performance diagnostics.
What gets attributed
Every redemption and matched return helps you evaluate the follow-through: how often it was delivered, how often guests came back, and whether the business should adjust the offer, invite style, or staff process.
The math that matters
A recovered customer can have meaningful lifetime value for a repeat service business, but RevIQ does not treat a coupon scan as the only scorecard. The business controls the recovery approach; RevIQ makes the follow-up, invite, code, and return trail measurable where the data supports it. No recovery message requires a customer to post, edit, or remove a review.
04 · Pillar
Visit Capture
The job:make sure no visit slips through. Aitana can’t text someone who isn’t in the system. Visit Capture is the layer that gets every customer into the database, through whichever path fits your shift.
Six ways a visit enters RevIQ
Self check-in QR
Print a QR, set it on the reception desk. Customers scan, enter their name and phone, and they're in. Consent is captured on the form.
OCR of a check-in sheet
Snap a photo of a paper check-in sheet or sign-in log. OCR parses names and phones. Review, confirm, import.
CSV import
Already have a spreadsheet from your POS or reservation system? Drag in the file. Map columns once, re-use the template after.
Desktop app sync
The RevIQ Desktop App runs on your reception PC and auto-syncs visits from OpenTable and SevenRooms. No manual entry.
Chrome extension
Browse your reservation dashboard as usual. One-click capture for edge cases the desktop sync doesn't cover.
Manual entry
Type a name and phone directly into the dashboard. Fastest for walk-ins or single additions.
Dedupe by phone number
Every inbound visit is checked against the last 10 digits of the phone number. If it matches an existing customer, the visit is attached to them (not created as a duplicate). Visit count ticks up, language preference carries forward, and Aitana has the history she needs to sound like she remembers.
05 · Pillar
The Growth Engine
The job:turn a recurring promotion into a trackable growth asset. Most businesses print flyers and have no idea which ones worked. Growth Engine fixes that with AI-generated flyers that carry a unique QR from the moment they’re created.
From prompt to printable in 60 seconds
Describe the promotion
Type a short prompt (“Summer sale, 25% off all week”). AI picks an art direction that matches your brand and generates the flyer.
Unique QR baked in
Every flyer gets its own QR. That QR points to a check-in page that tags every incoming lead with which flyer pulled them in.
Scans become tracked customers
A customer who scans the QR lands on a branded check-in page. The moment they enter their phone, they're a tracked lead attributed to that specific flyer.
Attribution you can actually see
Every flyer has its own page in the dashboard showing scans, check-ins, repeat visits, and resulting reviews. You stop guessing which promotion worked — the numbers tell you.
06 · Reference
Setup essentials
The short version of the operational side. Everything here also lives in-app once you’re signed in.
First-time setup
The onboarding wizard is 9 steps. Google Connect auto-fills most of your business details. You'll pick a phone number, name your assistant, set quiet hours, and approve your recovery offers. 10–15 minutes end to end.
Team & roles
Invite teammates from Settings → Team. Owners and managers configure the system. Staff can work daily surfaces like Inbox, Bookings, Guest Briefing, and check-ins based on the role you assign.
Business FAQ
Add Q&A pairs in Dashboard → Business FAQ. Hours, parking, pricing, service highlights, booking policy. Aitana uses these to answer customer questions autonomously.
Auto-learned Answers
When a manager replies to a safe factual question the system did not know, RevIQ can save that answer to the Business FAQ. It blocks contact details, booking promises, recovery issues, and sensitive one-off situations from auto-learning.
Booking Intake
When enabled, RevIQ collects reservation requests, changes, and cancellations from customer texts, then sends the completed request to your team for confirmation inside RevIQ.
Mobile-ready
The dashboard is mobile-first. Add to Home Screen from Safari or Chrome for a full-screen app experience with push notifications when a customer is flagged.
Billing & plans
Plans are per location. Every tier includes the full system; only messaging volume changes. Your dashboard shows usage live, and the platform recommends the plan that matches your actual volume.
07 · Questions we get asked
Straight answers
Will customers know the messages are AI?
Opt-in language discloses automated messaging and names RevIQ as the sending platform. The conversation feels human because the message is relevant and specific, not because the platform is hidden.
What happens if my manager doesn't answer a flagged thread?
Aitana holds the thread (no new outbound) and re-pings the manager hourly until the flag is picked up. If a manager still doesn't respond, the customer stays in the flagged state and the conversation sits in the inbox under Needs Attention.
Can a customer text Aitana first?
Yes. Inbound SMS from known and unknown numbers is received and classified the same way. If missed-call rescue is enabled, replies to missed-call follow-ups also enter the same inbox flow. Unknown numbers get a light-touch onboarding message asking who they are before they land in the system.
What happens if a customer replies STOP?
They're immediately opted out across every business in your account (and globally, per Twilio compliance rules). Aitana never messages them again. Replying START re-subscribes.
What does a “segment” mean on my bill?
A plan segment is the usage unit in your RevIQ plan. Standard local SMS usually maps to carrier segments of up to 160 characters, or 70 with emoji/special characters. Both outbound and inbound count, and higher-cost carrier traffic can consume extra plan segments.
Does RevIQ handle A2P 10DLC registration?
Yes. The onboarding wizard walks you through A2P 10DLC registration (the compliance requirement for business-grade SMS). RevIQ covers the registration fee. Status is updated automatically twice daily until you're verified.
Can I see everything the AI has learned?
Yes. Business facts live in Dashboard → Business FAQ, scoped to your business only. You can review, add, edit, or remove the answers RevIQ is allowed to use with customers.
What if I want to stop the AI for a specific customer?
The moment a manager replies in a thread, Aitana pauses on that thread automatically. Manual takeover also works as a hard pause — she resumes only when you release the thread back.
The fastest way to know is to try it.
See the full system against real restaurant workflows, then launch with a private guided onboarding link.
Demo first · Private onboarding link · Guided launch