OpenTable Integration Overview

  • Updated

OpenTable <> Engage Integration Overview

The Olo Engage integration with OpenTable enables brands to seamlessly import data from OpenTable into Engage. This can include valuable information such as a guest’s email address, first and last OpenTable reservation date, and birthday/anniversary. 

OpenTable can pass data to Engage via the Guest and Reservation endpoints of their Sync Guests API v2. Once the integration is initially configured, data is dynamically passed and available in segments, computed properties, automations, and more.

OpenTable Data in Engage

The below table reflects the capabilities of the Engage <> OpenTable integration. The actual data passed may vary on a brand-by-brand basis.

Product/Feature Support Behavior
GDP ✅

Identify Events:

  • First Name
  • Last Name
  • Email Address
  • OpenTable Email Marketing Opt-in
  • Engage Email Marketing Opt-In
    • Discuss with your GDP Implementation Specialist how this value can be updated based on OpenTable data
  • Phone
  • OpenTable ID
  • OpenTable Mail Opt-in (for direct mail)
  • OpenTable Birthday
  • OpenTable Anniversary
  • OpenTable Address
    • address_line1, address_line2, city, state, zip, country
  • OpenTable Company
  • OpenTable Last Reservation
  • OpenTable First Reservation

Track Events:

  • Party Arrived for Reservation
    • Partially Arrived
    • All Arrived
  • Party Late for Reservation
    • Late
  • Party No Show for Reservation
    • No Show
  • Party Seated
    • Source (always OpenTable)
    • Guest Email
    • Guest Name
    • Party Size
    • Origin (e.g. Web)
    • Created At
    • Arrived Time
    • Partially Seated
    • Seated*
    • Appetizer*
    • Entree*
    • Dessert*
    • CheckDropped*
    • Paid*
    • BusTable*
    • AssumedSeated*
    • AssumedDone*
    • OpenTable Table Number
    • OpenTable Server
    • OpenTable POS Data
    • Guest and Visit Notes
  • Reservation Created
    • NotConfirmed
    • LeftMessage
    • Confirmed
  • Reservation Cancelled
    • Cancelled

*These are 'Guest States' that get mapped to the Party Seated Track Event. Properties like 'Appetizer' and 'Entree' do not list out the menu items being ordered.

Note: Not all data will be available on every guest entry. However, if the data is passed from OpenTable, it will be displayed.
Guest Profile ✅

View All Guest Profile Fields: OpenTable data from Identify Events will appear in the Custom Fields section.

Timeline: Track Events such as Party Seated and Reservation Created will show up in the Guest Timeline.

Guest Notes: Applicable OpenTable notes will appear in the Guest Note section.

Analytics: The Seated metric will populate based on the Party Seated Track Event.
Segments ✅ OpenTable data from Identity Events is available in the Custom Properties section of the Select Property dropdown.
Computed Properties ✅ OpenTable data from the Party Seated Track Event and its applicable properties is available in Computed Properties.
Automations ✅

OpenTable data from the Party Seated Track Event and its applicable properties can be used as an automation Trigger and Pre-Entry Filter.

OpenTable Identify Events can also indirectly be used in Automations by creating a Segment, enabling it for automation, and then using a Segment Entered or Segment Exited Trigger.
Host ⚠️ Reservation data does not sync directly to Host or Order Management. However, if OpenTable guest data is used in a Segment and then is applied to a Smart Tag, that would be surfaced in the Host app.
Reporting ✅ OpenTable will show up as a Guest Channel in the Guest Book Growth Report.

 

Activating the Integration

An Olo Implementation Specialist will guide you throughout the setup process. At a high-level, the process will contain the below steps:

  1. Contact OpenTable and request Olo be granted access to your OpenTable Sync Guests API v2 and Sync Reservations API v2.
  2. OpenTable grants Olo access to your brand’s specific Partner Portal
  3. Olo Implementation Specialist pulls required info from the Partner Portal 
  4. Olo configures the integration and performs data validation
  5. Integration is turned on in Production  

Example Use Cases

There are many ways you can leverage OpenTable data within the Olo Engage ecosystem. Listed below are a few common use cases to consider. 

Note: The exact names of fields/properties listed in the below examples may differ from what is available in your account. 

Use Case: Directly Market to OpenTable Guests

When a guest has opted into email marketing via OpenTable, that status is passed along to GDP as a Custom Field. You can email these guests directly by building a Segment of these guests and then using that Segment in a Campaign.

  • Example Segment: Opentable Email Marketing Opt In Equals True
  • OpenTable - Use Case 1.png

Use Case: Automated Post-Visit Email

When a guest visits your restaurant through a reservation fulfilled by OpenTable, that status is passed along to GDP as a Custom Field. You can automate the sending of a post-visit email from OpenTable reservations using the relevant Trigger and Pre-Entry Filter. 

  • Example Automation: Trigger When a guest has Party Seated | Pre-Entry Filer Event by Source contains ‘opentable’
  • OpenTable - Use Case 2.png

Use Case: Analyze OpenTable Reservations by Attribute

Certain properties like Party Size are sent along with the OpenTable Party Seated event. You can create custom reports based on this using Computed Properties. 

  • Example Computed Property: Computation Type is Count | Track Event is Party Seated | Field is Party Size Greater 7 | Run Computation is Trailing 12 Months
  • OpenTable - Use Case 3.png

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