Please see our list of frequently asked questions below. If your query isn't below, reach out to us or contact your account manager.
FAQs
Do I need to set up any extra availability settings for this?
No, the availability settings will mimic those that are on your venue's widget. All closed dates, limit arrivals, zone priority rules etc, will be the same.
What is a ‘clean’ auto-confirm booking through Collins Call?
This is a booking that is automatically confirmed if you have availability and doesn't have any payment, authentication or pre-order parameters in order to be confirmed.
What happens if my auto-confirm bookings need a payment, authentication or pre-order at the point of booking or is a guestlist type?
The customer will receive a text straight away with a link to the page where they can complete the payment or pre-order.
Within this time, their booking will not be confirmed until they complete the booking.
Similarly, if a booking type is a guestlist type, the customer will receive a text to submit all guest list names before proceeding.
Can my customers make enquiries through Collins Call?
Of course! If you don’t have any auto-confirm rules set up or the party size is too large to auto-confirm, the customer will be automatically sent a text to proceed with their enquiry.
My customers must be aware of our booking policies when booking. Will these be read out to them?
Yes, and they will still need to confirm that they understand them before proceeding with the booking however be wary of those policies that are very long! Any URLs will be read out as well.
Can customers ring to book from a landline?
Collins Call handles calls from devices that don't support SMS, such as landlines.
If it's a clean booking, the booking will be made and the system will inform the customer that your booking is now confirmed.
They won't get a confirmation text, but the booking will be attached to the phone number the user called from.
If more info is required, such as payment, pre-order, the system will create the booking as an enquiry and inform the user that the venue will call them to proceed with their enquiry.
What if the customer chooses an unavailable time?
They will be offered alternative available times for the call. The customer will also be informed before they are asked to choose a time if any times are unavailable on the day they have chosen.
How will a Collins call auto-confirmed booking look like to me on my Diary or Floor plan?
Both the name of the booking in the check-in list and the booking bar will show as Collins Call.
You will also be able to filter by your Collins Call bookings using the filter button at the top of the check-in list.
What information is visible in Collins from a ‘clean’ auto-confirm booking placed through Collins Call?
Booking Type.
Customer's phone number.
Date.
Start and end time.
Table(s) are assigned to.
Will I be able to see how many bookings are being placed through Collins Call?
Yes, through your Source Report. You can also use the filter tool on the Enquiries page to filter by Source, Collins Call.
What if I have automatic confirmation texts set up in my booking types? Will the customer get two confirmation texts?
If you have automatic confirmation texts enabled in your booking types and a customer makes a booking over the phone using Collins Call, they will only get one confirmation text to confirm their booking, not two.
If a customer arrives or wants to talk about their booking over the phone, what is the best practice in finding the booking?
Ask them for the DMN reference number, which will be in their confirmation text.
Using the search bar in the Enquiries page or at the top right of any other page within Access Collins, you'll be able to enter the reference code here and find the booking.
Alternatively, you can ask for the time of the booking and the date, from there you'll be able to see it within your check-in list.
How much are we talking?
£15 per month per site + text bundles. Speak to your account manager for more information.