What's New?
Booking Recognition and Identification
Collins Call Evo can now recognise returning callers and identify their upcoming bookings automatically.
When a customer calls from a number associated with a booking in the next 30 days, the system acknowledges their reservation and offers to help them modify or cancel it.
Where the number cannot be matched or the caller wishes to change a different booking Collins Call Evo asks for additional details â such as a booking reference, name, date, time, or party size â to locate the correct record.
If no upcoming booking is found, the call continues through the standard new booking flow as normal.
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Modify Booking
Customers can now request changes to their booking during a call, including date, time, and party size.
Collins Call Evo confirms the requested changes back to the caller before applying them.
Once a modification is confirmed, the customer receives an SMS confirming the updated booking details.
Where a booking is not eligible for modification, Collins Call Evo explains why and offers to transfer the caller directly to the venue team, rather than asking the customer to call back separately.
Cancel Booking
Customers can now request a booking cancellation during a call.
Collins Call Evo asks the customer to confirm their intent before proceeding, giving them the opportunity to change their mind.
On successful cancellation, the customer receives an SMS confirmation, and the standard Collins cancellation email is triggered as normal.
Where cancellation is not permitted, Collins Call Evo explains why and offers to transfer the caller directly to the venue team.
Eligibility Rules
The following rules apply to both modifications and cancellations made over the phone, matching the rules already in place for online self-service changes:
Changes are blocked within 2 hours of the booking start time.
Bookings that are in the past, already cancelled, or have had a deposit taken cannot be changed.
Party size changes respect the venue's configured maximum guest limit for self-service.
In addition, Call Evo can only manage bookings dated within the next 30 days. Bookings further in the future must be changed online or by contacting the venue directly.
New Dashboard Metric
A new "Modified / Cancelled" card has been added to the Call Evo dashboard, showing how many bookings were modified or cancelled through calls, each as a count and percentage of total calls.
Configuration
Modification and cancellation capabilities are enabled by default for all venues as of this release. If you'd prefer to keep this switched off for a venue, this can be disabled at any time via the "Enable Booking Management" toggle in your venue's Collins Call Evo settings.
Support
For assistance configuring these features or any questions about this release, please contact our support team through your usual channels.