Customer Support Platform for Restaurants and F&B Brands in India
India has 7.5M+ restaurants and a food delivery ecosystem where customers escalate complaints directly on WhatsApp. ConvoHub centralises Zomato/Swiggy escalations, direct WhatsApp orders, table reservations, and loyalty broadcasts in one inbox — with a 5-minute first response target, 24/7.
Unhappy customers skip Zomato support and WhatsApp you directly.
When Zomato or Swiggy resolves a complaint with an automated refund that doesn't satisfy the customer, they look up the restaurant directly and WhatsApp. If that message reaches a personal phone — or worse, a number that nobody monitors — the customer posts a 1-star review. Indian food aggregators surface review counts prominently; a run of unresolved complaints directly damages your restaurant's ranking and order volume.
ConvoHub gives your team a proper inbox for these off-platform escalations — with SLA tracking, agent assignment, and Macros for common resolutions (wrong item, cold food, missing item) so your team can resolve complaints fast and professionally.
Complaints land on a personal phone nobody watches
The restaurant WhatsApp number often belongs to the owner or a manager who is on the floor during service. Complaint messages sit unread for hours while the customer's frustration compounds.
Reservations, orders, and complaints mixed in one chat
Without structured routing, your WhatsApp inbox is a jumble of table bookings, bulk catering enquiries, delivery complaints, and promotional opt-ins — with no organisation or priority.
No direct customer relationship outside aggregators
Zomato and Swiggy own the customer relationship. Direct WhatsApp communication builds loyalty and enables commission-free orders — but only if you have a real inbox to manage it.
Built for Indian restaurants and F&B chains
Shared inbox for WhatsApp and email
All customer messages — WhatsApp orders, reservation requests, complaint escalations, catering enquiries — arrive in one shared inbox. Any team member can pick up and respond with full context.
ConvoAI for after-hours queries
When the restaurant is closed, ConvoAI handles incoming messages — sharing the menu, confirming operating hours, collecting reservation details for morning follow-up, and acknowledging complaints.
Macros for common complaint resolutions
Create one-click Macros for the most frequent resolutions: wrong item apology with offer code, refund processing message, cold food complaint follow-up. Resolve escalations in under 60 seconds.
Table reservation collection via WhatsApp
ConvoAI collects date, time, party size, and any special requirements from reservation requests — and integrates with Calendly for confirmed bookings with automatic reminders.
WhatsApp broadcast for promotions and loyalty
Send festival menus, new dish announcements, repeat customer discounts, and special event invitations to opted-in customer lists — with 90%+ open rates vs. email marketing.
Multi-brand and multi-outlet support
Cloud kitchens with multiple brands and QSR chains with multiple outlets can manage all locations from one ConvoHub account — separate inboxes, one team, zero confusion.
Frequently asked questions
How do Indian restaurants handle Zomato and Swiggy complaint escalations off-platform?
Most customers with food quality or delivery complaints on Zomato and Swiggy escalate off-platform when the issue isn't resolved quickly — they Google the restaurant's number and WhatsApp directly. Without a structured inbox, these messages reach a personal phone, get missed, or result in a public negative review. ConvoHub gives your team a shared inbox where these escalations land properly, get assigned to the right person, and are resolved with a full audit trail.
Can ConvoHub handle direct WhatsApp orders alongside table reservations?
Yes. ConvoHub's shared inbox handles both — a customer asking "Can I order biryani for pickup at 7 PM?" and another asking "Do you have a table for 4 on Saturday?" come through the same WhatsApp number and inbox, but can be routed to different teams (kitchen/operations vs. front of house). ConvoAI handles the initial response and collects details while human staff take over for confirmation.
How does ConvoHub help cloud kitchens that operate multiple brands?
Cloud kitchen operators typically run 3–8 virtual brands from the same kitchen. ConvoHub supports multiple inboxes — one per brand — all managed from a single platform. Customer messages to "Biryani Box" and "Pasta Palace" are separate, each with their own brand voice, but your one support team handles both without switching apps.
Can I send loyalty offers and promotion broadcasts to restaurant customers on WhatsApp?
Yes. ConvoHub's broadcast module lets you send WhatsApp campaigns to opted-in customer lists — festival promotions, new menu launches, limited-time offers, or repeat customer discounts. WhatsApp broadcasts get 90%+ open rates versus 20% for email — making it far more effective for time-sensitive F&B promotions. All broadcasts require customer opt-in consent.
How does ConvoHub work alongside Zomato/Swiggy ordering — does it replace them?
No. ConvoHub doesn't replace Zomato or Swiggy — it handles the communication gaps those platforms leave. Direct orders via WhatsApp (which have no platform commission), reservation requests, complaint escalations, feedback follow-ups, and loyalty outreach all happen outside the aggregator ecosystem. ConvoHub manages that conversation layer, giving you direct customer relationships alongside your aggregator presence.
Turn complaint escalations into loyal customers
14-day free trial. Set up your restaurant's WhatsApp inbox, route orders and complaints to the right team, and start building direct customer relationships beyond the aggregators.
Used by restaurants, cloud kitchens, and QSR chains across Mumbai, Delhi, Bangalore, Hyderabad, and Chennai