Tock FAQs

Adding a widget to your site

Adding a widget requires access to the code or site builder used to create and launch your website, but our easy and customizable widget builder will give you or your web developer everything that's needed.

Visit Control Panel and select the Widget tab

Click the Get started button to launch our widget builder

Understanding the widgets you can use

Search all offerings: guests can search across all reservations and events by time, date, and party size

Search a single offering: guests can search availability for a specific experience or event

List all offerings: guests can see all available offerings so they can learn more

Note: this release note discusses features only available for Tock Reservation customers.

Getting started

We've been busy making Tock easier and faster to use for hosts and reservationists. This latest update includes new features and many improvements and with all that some changes to how Tock works. These articles are here to help you and your team learn about these changes and how to start taking advantage of them right away.

In addition to designing a brand new help center, our Hospitality team is also ready to help you navigate the changes should you have any questions or need assistance.

Overview of improvements

Improved navigation

Calendar is now called Timeline

Switching between Snapshot, Timeline, and Service is faster

Selecting a date, finding today and filtering services is easier

Powerful interactions and shortcuts

Actions like assigning, seating, and changing statuses are effortless with new interactions like right click, drag, and long press

Updated guest list

The guest list is identical across Timeline and Service

The guest list features an expanded view with additional information

Easy access to your waitlist

Your waitlist is now available in Timeline and Service

You can add, remove, and edit guests on the waitlist

From Timeline, you can book and send notifications to guests on the waitlist

Customizable user settings

Customize views, such as the guest list and floor plan, to show the information that matters most to you

Preferences are set and saved per user

Passcode-protected actions

Specific actions can be set to require a managers passcode

Actions that are passcode-protected are customizable

Simplified booking and editing workflow

Booking a reservation or adding a walk-in is just one tap away in Timeline and Service

Searching for reservations across different days is much easier and booking a reservation is now faster

The guest list is identical across Timeline and Service

The new Guest List groups information in ways that create focus and allow for rapid decisions to be made, especially during peak service hours.

At the top of the list, users can quickly jump between the Guest List and the Request waitlist, allowing easy access to the list of guests who have requested to be notified of any availability for that day. Learn more about the Request waitlist.

Read

The list now defaults to showing separate tabs for walk-ins, reservations, seated parties, finished parties, and cancellations or no shows, and each tab is accessible by clicking on the respective icon at the bottom of the list. If a single, scrollable list is preferred, that view is available using the new settings. about how to use your settings.

Additionally, the new design of the Guest List brings all of the most important information about a guest into the Guest Card, using colors and icons to provide an at-a-glance overview of each party.

The outline color of a guest card represents that partys status

Experience name is displayed as the short code, followed icons for notes, tags, etc

Minutes are shown for how long a party has been waiting compared to their quoted wait time

Each section of the list (Walk-ins, Reservations, Seated, Finished, and Cancelled) shows the total party count and cover count for that category

The guest list features an expanded view with additional information

The new Guest Panel shows key information about the guest and the reservation while also providing access to quick links for common actions, including editing the reservation, texting the guest, printing the chit, adding notes and tags, and seating the party.

The Guest Panel expands to a full version to view alongside the guest list. From here, users can see information about and manage the reservation, send a message, add guest and visit notes, and see notes from partner businesses. Also easily accessible are the guest's full profile as well as the reservation's history and receipt (History was previously named Timeline).

Customize views to show the information that matters most to you

No two businesses are exactly alike, so Tock offers customization for how content is shown in Timeline and Service.

Guest List

The Guest List can now be viewed as a single scrolling list or as separate pages with tabs for walk-ins, reservations, seated parties, finished parties, and cancelled or no-showed parties.

Guest cards within the Guest List default to showing the narrow card, but users can switch to a wide view, displaying more guests at once with information shown on a single line across a wider panel (requires iPad Pro 11in and larger screens).

The content within each guest card can be configured, with options for showing or hiding guest visit notes and guest and reservation icon information.

(Guest list display examples: Left = narrow guest cards; right = wide guest cards)

Guest Panel

In the Guest Panel, service tags default to being hidden behind a single button, with one tap expanding the view and to show the icons. In Settings, you can choose to always have the service tags visible in the panel.

Table Indicators

Turning on Timers for seated parties will display how long a party has been seated. The timer starts when the party is either seated or partially seated.

Turning on Upcoming pre-assignments will display the times for upcoming parties assigned to that table

Observation Mode and Global Settings

By enabling Observation Mode, the display in Service will be put in a read-only mode so that changes cannot be made

Dark mode can be enabled or disabled under Global Settings

Preferences are set and saved per user

The purpose of display settings is to give everyone the opportunity to configure the product to best suit their needs. And each users needs may be different depending on the device being used. Therefore, settings can be saved per user, per device, and these preferences remain set until they are changed.

Booking a reservation or adding a walk-in is one tap away in Timeline and Service

An important part of the new navigation bar is the buttons for adding a walk-in and booking a reservation. These buttons are ever-present in Timeline and Service, so users can always take immediate action to accommodate guests.The new booking modal can be minimized to facilitate multi-tasking, and closing the modal takes you right back to where you were so you never lose track of all you need to do.

Searching for reservations across different days is much easier

You can now easily search for available reservations for any day, directly from the Book Reservation button in the top right navigation bar in both Timeline and Service. Day notes are also visible while searching to provide relevant information if needed.

Booking a reservation is faster

Booking a reservation has a new, streamlined flow. For free reservations, simply search for the right reservation and add guest and visit info. Two steps is all it takes. If a custom charge needs to be added to a free reservation, that option is also available.

For reservations with payments involved, a third step is added to the flow with all payment options. On a single screen, you can choose when and how to pay (pay now, pay later, or email invite - previously called book by email), select any add-ons, and add custom charges or discounts.

Editing a reservation is identical across Timeline and Service

If you need to edit a reservation, use the updated guest panel wherever you are to make adjustments to the party size, time, experience, guest and visit notes, and add-ons.The screens for editing follow the same flow as booking a reservation, reducing complexity for these common actions.

Creating an add-on group

Before creating an add-on, you must first create an add-on group.

Visit Control Panel and click the Experiences page

Select the experience and click the Add-ons section

If you haven't created an add-on group before, click the blue Create add-on button, otherwise you'll click the Create add-on group text link at the bottom of the list

Add a name and description, select the maximum purchase size per add-on, indicate if the group is required, and indicate if all guests must choose the same add-on

Creating an add-on

Once you've created a group, you may now begin creating add-ons.

Visit Control Panel and click the Experiences page

Select the experience and click the Add-ons section

Click the Create add-on text link

Add a name, description, price, and tax

If the add-on is free, you may set the price to $0.

Any changes made to add-ons require that you reapply your Blueprints. For flex users, pricing changes can be reapplied by clicking the blue Apply pricing button in the upper right corner on the Add-ons section.

Note: this article discusses a feature only available for Tock Reservation customers and businesses using flex reservation management.

Visit Control Panel and select the Experiences page

Click the blue Add experience button

Select the type of reservation you'd like to create:

Prepaid: a reservation to be paid for in full for an all-inclusive experience\

Deposit: a reservation requiring an upfront deposit payment

Reservation: a standard reservation requiring no deposit

Enter a name, description, and price (if applicable)

Select the service(s) associated with this reservation

Setting reservation hours

These hours control when your business accepts reservations, from the first reservation through the end of your last turn.

Visit Control Panel and select the Times and Turns page

Click the + button next to each day of the week you are open

Add services for each of those days

Enter a start and end time for those service

Select the + button again to add in additional services for a day

When youre finished, click the blue Save and Apply.

Setting turn times

Turn times control how long a reservation is booked for and thus blocks additional reservations from being made on the same table. Turns are displayed visually on your Timeline. They are configured per party size for a specific time range and can be adjusted for each experience you offer.

Visit Control Panel and select the Times and Turns page

Scroll below to the turn times section

Tock has predefined the table size ranges for controlling turn times. You may customize these table size ranges by click the Modify ranges text link.

By default, turn times for each party size range is applied for the entire day. You may create custom turn times for different time ranges by clicking the Add custom time range button.

When youre finished, click the blue Save and Apply.

Setting pacing limits

Note: this feature is only available for businesses using flex reservation management.

The pacing features lets you limit the number of guests allowed to book in a given time range for each day of the week.

Global Pacing: the total number of covers bookable online, through Dashboard, or as walk-in guests

Online Pacing: the total number of covers bookable online by your guests

Turning on and editing pacing limits

Visit Control Panel and select the Availability page

Scroll down to theAdd pacing controls section

Toggle the switch to on/off

Enter global and online pacing limits

Using advanced pacing limits

Pacing limits can be adjusted for each day of the week and for every 15 minute increments within your set list of reservation hours.

Click theTurn on advanced pacing button

Check the boxes next to the days of the week youd like to create custom pacing limits for

Click the blue Save button at the top right

Note: setting the global pacing to "0" effectively blocks that time from being blocked

Note: This article discusses a feature only available for Tock Event customers.

We're excited for you to start offering reservations!

Visit Control Panel

Click the "Upgrade plan" link in the bottom left

An Account Manager from Tock will reach out to help make this change

Note: This article discusses a feature only available for Tock Event customers.

You may upgrade or downgrade to the Event Essential or Event Premium plan whenever you'd like.

Visit Control Panel

Click the Upgrade plan link in the bottom left

An Event Specialist from Tock will reach out to assist with upgrading or downgrading

Tock supports several industry standard chit printers. These printers are only accessible when using our iOS app on Apple devices.

Supported printers

For Apple iOS devices

Epson TM, all models

Epson TM-T88V (LAN, requires an ethernet cable to connect)

Epson TM-M10 (C31 Series) (Bluetooth)

StarMicronics TPS100 (LAN, requires an ethernet cable to connect)

StarMicronics TSP100III (WLAN, requires a wifi connection to connect)

StarMicronics TSP100III (Bluetooth)

For Google Pixelbook

StarMicronics TSP654II - WEBPRNT (LAN, requires an ethernet cable to connect)

Installing a printer

Connect the printer to your network:

When using a Bluetooth printer, connect the printer to your device from the devices Bluetooth menu

When using a WiFi printer, connect the printer to your wireless network. When using an ethernet connected printer, connect the printer to an available ethernet port

Visit Control Panel and click the Settings page

Click the Printers section

Click the Add printer button

From the dropdown, select the printer youd like to add

Name your printer

Finish by clicking Add printer

Setup

To integrate with your Until POS system, please reach out to our Hospitality team.

Viewing POS data from Tock

Onceyou'veconnected your Until POS account, you can view POS check data from your Dashboard.

Visit Operations from Dashboard

Click the Point of Sale page

Setup

Initiate setup from Breadcrumb

On your Breadcrumb device, visit your Breadcrumb HQ settings

Click Integration Partners

Click Add API Partner, select Tock and click Add

Sign in to your Tock account when prompted

Completing integration from Tock

Visit Control Panel in your Tock Dashboard

Click Settings and select Integrations from the menu

Scroll to Breadcrumb and click Connect

Viewing POS Data from Tock

Onceyou'veconnected your Breadcrumb account, you can view POS check data from your Tock Dashboard.

Visit Operations from Dashboard

Click the Point of Sale page

We currently offer a gift card integration through The Customer Connection. To learn more about their services and cost, please contact Kim Bridges, one of their Senior Account Executives, at 760-466-3731 or [email protected].

Setup

Initiating setup from Tripleseat

Visit the Settings panel within Tripleseat

ClickTripleseat API/Webhooks

Copy the public API key

Completing integration from Tock

Visit Control Panel in your Tock Dashboard

Click Settings and select Integrations from the menu

Scroll to Tripleseat and click Connect

Paste the public API key and clickNext

If you have multiple outlets utilizing the same Tripleseat account, choose the outlet you would like to integrate with Tock.

Using Tripleseat with Tock

To use Tripleseat with Tock, youll need to enable the Private Event Request form on Tock:

Visit Control Panel in your Tock Dashboard

Choose Public Profile and then Private Events

Switch the toggle toon to enable the Private Events link on your Tock Business Page

Enter a notification email address

Once the integration is live, guests will be able to submit private event requests directly from your Tock page.Each guest that submits a private event request will receive an email confirming that their request has been received. All private event requests will automatically be entered into Tripleseat as a new lead for your team to process.

Setup

Initiating setup from WineDirect

Visit the Admin panel within WineDirect

Click Settings then Users and then Webservice Account

Click Add a Webservice Account

Fill out and submit the WineDirect form

Filling out the WineDirect form

Use a strong password with alphanumeric and special characters.

Create a username, using the following format: tock-wineryname (all lowercase).

Check is-active

Completing integration from Tock

Visit Control Panel in your Tock Dashboard.

Click Settings and select Integrations from the menu.

Scroll to WineDirect and click Connect.

Log into your WineDirect account.

Note: It may take up to 24 hours for guest information from WineDirect to appear in Tock.

Go to your business profile on Instagram

Click Edit Profile

Under Business Information, click Contact Options

Tap Add an action button

Select Tock

Enter your Tock business page URL (for example, www.exploretock.com/businessname )

Click Submit

On your Facebook Business Page, click the + Add a Button button below your banner image

Select Book Services and click Book Now

Type or paste your Tock business page URL (for example, www.exploretock.com/restaurantname)

Create and install your Facebook Pixel

Visit Control Panel in your Tock Dashboard

Click Integrations

Scroll to Facebook and enter your Facebook pixel

To familiarize yourself with Facebook and the tools and resources it provides, visit their help center.

Create a Google Analytics account

Follow their steps to setup a property

Visit Control Panel in your Tock Dashboard

Click Integrations

Scroll to Google Analytics and enter your Google Analytics ID

To familiarize yourself with Google Analytics and the tools and resources it provides, visit their help center.

Note: this article discusses a feature only available for businesses using flex reservation management.

Blueprints are Tock's powerful reservation configuration tool that gives you total control over your availability. And as a Flex user, Blueprints are setup to give your guests flexibility when booking while automatically optimizing demand.

For now, if you need assistance configuring your availability, we ask that you contact our Hospitality team.

If you're a Slot user, learn more about how to configure your Blueprints here.

Note: this article discusses a feature only available for businesses using slot reservation management.

Blueprints are Tock's powerful reservation configuration tool that gives you total control over your availability. And as a Slot user, Blueprints let you decide exactly at what time do you want to offer reservations, allowing you to precisely determine the flow of guests.

If you're a Flex user, learn more about how to configure your Blueprints here.

Creating a Blueprint

First, ensure you've added your tables, sections, and rooms as well as reservation hours and turn times before creating your Blueprints

Visit Control Panel and select the Blueprint page

Click the blue Add Blueprint button

Give it a name and select which services it applies to

Adding reservations

Adding reservations to tables

Reservations added to tables are automatically assigned to the specified table when booked. This is the safe and preferred way to add reservations.

Within a Blueprint, select the experience you'd like to add a reservation for by selecting the Add selected experience to times and tables dropdown

Find the table and time you'd like to add a reservation to

Click the + button

The newly added reservation will use the turn time you defined and expanded horizontally to fill that turn. It will also include a default minimum and maximum party size determined by the size of the table.

Adding unassigned reservations

If you need the flexibility to add reservations without the constraint of a specific table and set turn time, you may add reservations to the Unassigned reservations section at the bottom of your Blueprint. When these reservations are booked, no table is assigned and no turn time is shown.

Editing reservations

If you'd like to make changes to a reservation on a Blueprint, you may click the darker first square on the left of the reservation. From the popover that appears, you'll be able to edit a few attributes about this reservation including the experience, the minimum and maximum party size, if you'd like to make it held instead of available, and if it's a communal reservation.

If you'd like to move a reservation to another time on the same table, you may click and drag the first darker square. If you need to move it to another table, you must delete the existing reservation and create a new one.

Editing prices

Reservations for an experience that requires a deposit or are fully prepaid will use the default price set for that experience. You may edit these prices for individual reservations.

Within a Blueprint, click the edit Pencil button at the top

Click Edit prices

Enter new prices for each intended reservation

Batch editing

Like pricing changes, you may add and edit holds and experiences across multiple reservations. You may also remove multiple reservations at a time.

Within a Blueprint, click the edit Pencil button at the top

Select the action you'd like to take

Select the reservations you'd like to edit or remove

Click the save button in the top right when finished

Applying a Blueprint

Click the Apply all to dates text link in the top right

Select the date range you'd like to apply this Blueprint to

Select the days of the week that you'd like to apply this Blueprint to

Click Next

Choose any days to exclude from this application. The calendar squares will turn red once selected; click Next

Click the Apply Blueprint button

Remember that applying isn't relaesing

If you host private events, you may add a form on your business page to collect information from prospective guests.

The form asks guests for their first and last name, email address, phone number, preferred date, preferred start and end time, number of guests, and the type of event (e.g. birthday, anniversary, etc.).

After a guest submits a private event request, you will receive an email message. It is then up to you to communicate with the guest and finalize details.

Adding the form to your business page

Visit Control Panel and select the Business page tab

Click the Private events section

Toggle the "Private events request form" on

Integrating with Tripleseat

You may also integrate private event requests with Tripleseat. The integration will push requests into your Tripleseat account as a new lead. Read more about setting up this integration.

Tock gives you control over your brand and the information you share with your guests. Visit Control Panel and select the Business page tab to get started.

Editing general information

Your business name, cuisine, and price range can be edited at anytime. To edit your business description and Tock URL, please reach out to our hospitality team.

Editing contact information

The email address listed here will be used as the reply-to for all email communication and the phone number listed will be included on your business page and added to Googles search profile. Adding a phone number is optional.

The listed address and a corresponding map will be shown to your guests on your business page and in most email messages. If you wish to keep your address private, you may hide it.

Adding website and social media links

You may include links to your website, your menu, Facebook, Twitter, and Instagram, all of which will appear on your business page.

Adding images

You may add a single banner image or multiple images to be displayed on your business page. Learn more about how to create and add the perfect image.

Your logo will be displayed within all email messages so guests can easily recognize your business.

Setting your publicly listed hours

The hours you set here will be shown to your guests on your business page and will not affect when reservations are available.

Showing that you accept walk-ins

If you accept walk-ins, you may remind your guests of this on your business page by selecting the "Accept walk-ins" checkbox within the Business information section.

Adding team members

Visit Control Panel and select the Team page

Click the blue Add team member button

Enter an email address and select a role

After adding, the new team member will receive an email asking them to create a Tock account, if they don't already have one

Deleting team members

Visit Control Panel and select the Team page

Find the team member youd like to delete and click the dot menu button on the far right

Click Delete team member

Understanding roles and their permissions

Host: hosts have permission to view Service within Reservations and Guests

Employee: employees have permission to view Reservations, Operations (excluding the Point of Sale and Feedback reports), and Guests

Administrator: administrators have access to everything including Reservations, Operations, Guests, Reports and Control Panel

We want your business to look its best. Your banner image is the first thing your guests will see when visiting your business and event pages. Here are suggestions for how to create a banner image or gallery of images sure to impress your guests.

Image options

You can choose between a single banner image or multiple images in a gallery for your business page and for an event page.

Business Page

This option can be customized in your Control Panel under the Business Page, Images section of your Dashboard.

Event Page

This option can be customized in your Control Panel under the Events page, specific event, Images section of your Dashboard.

Select the proper size

Banner Image (Business Page)

The image should be under 10mb. There is a 2.5:1 ratio restriction for the banner image. If your image doesn't meet that exactly, Tock will crop your photo when you upload it. When creating a custom image or art for the banner, we recommend using the dimensions: 2,500px by 1,000px.

Banner Image (Event)

The image should be under 10mb. There is a 2:1 ratio restriction for the banner image. If your image doesnt meet that exactly, Tock will crop your photo when you upload it. When creating a custom image or art for the banner, we recommend using the dimensions: 2,000px by 1,000px.

Gallery Images

Each image should be under 10mb. There are no size dimension requirements for these images.

Select a unique image

Your banner image is intended to immediately capture your guests attention and beautifully show off your space, your food, your staff and guests in action, or whatever you believe best captures your identity. It will be used not only on your public profile but throughout Tocks site.

Select a high-quality image

Blurry, lower resolution images can dissuade guests from exploring and booking reservations at your business. Investing in professional photography is worth the cost and an easy way to increase conversion.

Avoid a text-heavy image

Your banner imageisn'ta place to convey important information. Images with text are overlooked and often illegible on smaller devices.

1. Calendar is now called Timeline

To provide more clarity about features and functionality, some terms have been updated throughout Tock. One prominent change is to rename Calendar as Timeline.

2. Switching between Snapshot, Timeline, and Service is faster

All Tock users now have a consolidated menu, with Snapshot, Timeline, and Service all living under Reservations, allowing for quick access to the most commonly used sections of the app.

3. Selecting a date and service and finding today is easier

All Tock users will also see the quick selector for date and service in the navigation bar. Tap on the date or service to easily jump to another day and/or select your desired services. One tap on the T icon immediately takes you back to today, and one tap on M takes you to the month view.

Your waitlist is now available in Timeline and Service

Instead of having to navigate to Operations, the Waitlist is now accessible from Timeline and Service. When selecting Requests at the top of the Guest List, users will see the guests who have requested to be notified of any availability for that day.

You can add, remove, and edit guests from the waitlist

From Timeline and Service, users can easily update the Waitlist, adding or removing guests and editing a guests info or requests.

From Timeline, you can book and send notifications to guests on the waitlist

From timeline, users can select a name from the Waitlist to create a reservation for that guest or send them a book by email request.

Specific actions can be set to require a managers passcode

Enabling the passcode feature within Dashboard will prevent team members with the Host role in Tock from taking certain actions without approval. To approve a restricted action, a manager must enter his or her passcode on the screen.

Once the feature is enabled, the following actions will be available to Hosts but will require a managers passcode:

Reservations:

Creating unassigned inventory (for flex mode)

Editing a reservation's time

Editing a reservation's party size

Overbooking:

Overbooking on a table and booking a reservation on a blocked time

Comps, refunds, and discounts:

Booking a reservation with a comp or discount

Cancelling a booked reservation with a refund

Comping a reservation

Actions that are passcode-protected are customizable

Each business can choose which actions they want to require passcode. From the Team page within the Control Panel, admins and owners can set the restriction for each of the included actions to be on or off. They can also set and reset passcodes for members of their team. For a step-by-step guide to setting up passcodes, please visit this page.

Quick actions from the Guest List create a simplified workflow thats more efficient

The most common actions are easily accessible directly from the Guest List, including changing the status of, seating, editing, and texting a party.

New interactions expedite the seating workflow and utilize the benefits of tablet gestures

Interactions from the Guest List

Select and hold the + icon or the table number to drag and drop a party to a table

If viewing today, the party will be seated when dropped at its pre-assigned table...

...or at any table

...or at any table in any room

If viewing a date in the future, the party will be pre-assigned to any table

Long press (on a tablet) or right-click (on a desktop computer) on a party in the Guest List to trigger a quick actions pop-over menu

From this menu, users can move, seat, edit, and text the guest

Interactions from a Guest Panel

At the bottom of the Guest Panel, selecting the status (Arrived, Seated, etc) opens a dropdown menu to show all statuses

Selecting the > icon automatically switches the party to the next status (based on the order of your statuses, set within Control Panel)

Interactions from tables

Long press or right click on seated or pre-assigned tables to trigger a quick actions pop-over menu

If seated, there are options to change the status, move the party, and finish the party. Also shown is the next party assigned to that table.

If a table only has a pre-assignment, there are options to pin, move, or seat that party, add a walk-in or book a reservation directly to that table, or mark the table as ready, needs prep, ordon'tuse.

If the table is empty, users can add a walk-in or book a reservation directly to that table. Additionally, the table can be marked as ready, needs prep, ordon'tuse.

Drag and drop parties from one table to the next.

If a table has a seated party, simply drag that party from the table and drop on a new table to seat that party in a new spot.

If a table only has a pre-assignment, drag that party from the table and drop on another table to pre-assign to a new table.

Batch pre-assign option

Under the Tables section in Service is a Batch pre-assign button. Select this button to enter batch pre-assign mode, which allows for multiple pre-assignments to be changed at once.

Drag and drop guest cards onto the desired tables for pre-assignment.

Exit this mode by selecting this button again or clicking close at the top.

Pre-assigning parties

Visit Timeline within Reservations

Click the party in the guest list you'd like to pre-assign

To pre-assign you may:

Click the Arrow button on the right and select the table or tables

Right click on the party, click the Arrow button, select the table or tables

Seating parties

Click the party in the guest list you'd like to seat

To seat you may:

Click and drag theAssign button to the table

Right click on the guest or long press on touch devices and click Seat

Moving seated parties to a different table

Find the party you need to move on the floor plan

Click and drag them to a different table

Your banner image is now included in guest emails

To help carry your branding through the entire guest experience, were including your banner image in emails to your guests. These images are displayed atop confirmation, reminder, and post-visit emails.

Server names can now include emojis

We get it. People love emojis. Weve now extended emoji support to nearly every part of Tock, including the names of your servers.

Guest created profiles are now called Tock Profiles

When a guest creates their own profile in Tock, it will appear in the Guest Details as a Tock profile along with a locked icon to indicate that only the guest can update their name, email, and zip code. Previously these profiles were called Tock verified.

Notifying guests of availability

In Timeline under Reservations, right click or long press on touch devices the held or available reservation

Select Send reservation to waitlist

Select the guests youd like to notify of availability

Click the blue Email guests button at the bottom of the window

This will send an email to the chosen guest or guests notifying them of the availability.

Booking guests from the waitlist

In Timeline under Reservations, right click or long press on touch devices the held or available reservation

Select Send reservation to waitlist

Select the guests youd like to book

Select either Book now or Book by email, both of which will hold the reservation for this guest

Adding walk-ins to the waitlist

Visit Timeline within Reservations

Click the blue Add walk-in button in the top right

Enter the guest's name, email, or phone to search for an existing guest profile or to create a new one

Enter the party size, an optional quoted wait time, and any notes you wish to capture

Click the blue Add walk-in button when finished

Seating a walk-in from the guest list

Find and click the walk-in party in the guest list you'd like to seat

Click and drag theAssign button to the table

Adding and seating a walk-in on a table

Find the available table you'd like to seat them at

To seat a new walk-in party you may:

Click the table and click blue Seat walk-in button in the left side panel

Right click on the table or on touch devices, long press on the table and click the Walk-in button

Enter the guest's name, email, or phone to search for an existing guest profile or to create a new one

Enter the party size, an optional quoted wait time, and any notes you wish to capture

Click the blue Seat at button to finish

Removing a walk-in from the list

Find and click the walk-in party in the guest list you'd like to remove

Click the three-dot Menu button and select Remove walk-in

Note: removing a walk-in cannot be undone. If this is done accidentally, the walk-in guest will need to be added again.

Tags allow you to prominently display visit and guest information during service. A guest tag is associated with the guest and a visit tag is associated with a specific reservation.

Creating guest and visit tags

Visit Control Panel and select the Settings tab

Click the Guest and visit tags section

Click the blue Add tag button in the top right

Give it a name

Select if it's a guest or visit tag

Optionally give it an icon

Note: tags that are important can be given an icon. These icons will populate more prominently throughout Timeline and Service.

Adding servers

Visit the Service within Reservations

Click the Servers button above the floorplan

Click Add from the left panel

Enter a name and assign the server a color

Note: to edit a server's name and color, click on their name from the sever panel and then the pencil Edit button

Assigning servers

Click the Servers button above the floorplan

Click on the server

Select the tables they are assigned to

Click the blue Assign button in the left panel when finished

Creating custom statuses

There are two primary party statuses: expected and seated. Within each of them you may add custom statuses specific to your business.

Visit Control Panel and select the Settings tab

Click the Party statuses section

ClickAdd another status under either "Expected statuses" or "Seated statuses"

Select which color you'd like to represent this new status and give it a name

Changing party statuses

From the guest list

Visit Timeline or Service within Reservations

To change a party status from the guest list you may:

Click the party in the guest list and use the party status dropdown in the left panel

On touch devices, long press on the party in the guest list and use the party status dropdown in the popover

Right click on the party in the guest list and use the party status dropdown in the popover

From a table

Visit Timeline or Service within Reservations

Find the seated party on the floorplan

To change a party status you may:

Click on the table and use the party status dropdown in the left panel

On touch devices, long press on the table and use the party status dropdown in the popover

Right click on a table and use the party status dropdown in the popover

After a reservation has been made, you may edit information like the number of tickets, add-ons, and visit and guest notes.

In Timeline or Guest List under Reservations, navigate to the day of the event

Click the guest in the guest list

Click the Edit button

Searching and booking a reservation

From either Timeline or Service, click the blue Book reservation button in the top right

Search for available reservations by selecting the desired party size and date on the left

Select the time you'd like to book on the right

Enter the guest's name, email, or phone to search for an existing guest profile or to create a new one

Add or edit the guest notes and add any needed visit notes

Click Continue

Select add-ons, if available, and add custom charges, if needed

If some form of payment is due, you may decide to have the guest Pay now or Pay later or send them an Email invite

If some form of payment is due and you want to have the guest pay now to complete reservation immediately, you'll need to enter their credit card information

Click Complete reservation

If you already know the reservation you'd like to book, navigate to the correct day in Timeline and click on that reservation to begin.

Note: you may edit details like the experience and party size when booking. If you increase the party size, be sure to remove existing availability and review table pre-assignments so you aren't overbooking.

Booking on multiple tables

Note: this feature is only available to those using Flex reservation management.

From Timeline, click on an available reservation square on one of the tables you'd like to book

Select Book on multiple tables

Select the additional tables you'd like booked for this reservation

Click the blue Book reservation button in the top right

In Timeline or Guest List, navigate to the day of the event

Click the available ticket to book

Enter the guest's name, email, or phone to search for an existing guest profile or to create a new one

Add or edit the guest notes and add any needed visit notes

Click Continue

Select add-ons, if available, and add custom charges, if needed

If some form of payment is due, you may decide to have the guest Pay now or Pay later or send them an Email invite

If some form of payment is due and you want to have the guest pay now to complete reservation immediately, you'll need to enter their credit card information

Click Complete reservation

Cancelling a ticket

You may cancel a guest and refund all, or a portion, or none of their ticket purchase.

In Timeline or Guest List, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Cancel

If any payment was collected, you may decide to refund the guest all or a portion of their purchase

Select if you'd like this ticket to become available again for guests to book or if you'd like this ticket to be held so guests cannot book it

Note: once a ticket is cancelled, it can no longer be refunded. If you need to refund a cancelled ticket, please contact our Hospitality team for assistance.

Refunding a ticket purchase

You may refund a guest all or a portion of their ticket purchase without cancelling their tickets.

In Timeline or Guest List, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Comp guest

Using mobile tickets and QR codes

Mobile tickets allow you to easily check in guests using our mobile, web-based scanner and the QR code included in the guests confirmation email. To take advantage of this feature, you must first enable mobile tickets for your event.

Visit scanner.exploretock.com on any mobile device with a camera

Click the Calendar icon and navigate to the date of your event to see the guest list

Click the Scanner button at the bottom of the screen

Point the camera at the QR code included in the guests confirmation email

After successful scanning the QR code, the guest will be automatically checked in

Checking in guests manually

Using your Guest List as an Event user

Visit your Guest List within Reservations

Find the reservation youd like to check-in from the guest list

Click Check-in on the right

Using your Timeline as a Reservations user

Visit your Timeline within Reservations

Find the reservation youd like to check-in from the guest list

Change the status of the party to "Arrived" or any intended status

You may turn on or off availability for all of your events. Doing so doesnt remove any event or delete any information.

Visit Control Panel in Dashboard and click the Availability page

Turn on or off the Reservation availability toggle

Once a reservation is booked, you may make edits to it, including the party size, add-ons, time, and date of the reservation.

In Timeline under Reservations, navigate to the day of the event

Click the guest in the guest list

Click the Edit button

Edit whatever information you need

Click the blue Save Changes button when finished

Understanding the types of transfers

Change guest: a guest may wish to retain ownership of their ticket but change who will be attending the visit. This request common for administrative assistants and concierges.The ticket owner will continue to receive all communication for this event, while the new guest, including their notes and tags, will be shown within Reservations.

Change owner: if a guest would like to transfer their reservation to another person, they may do so through their Tock profile or you may also do this for them from Dashboard.

Transferring a ticket

In Timeline or Guest List, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Transfer to another guest

Select if you'd like to change the guest or transfer ownership

Follow the additional steps to complete the transfer

If the transfer includes an exchange of money, after initiating the transfer from Dashboard, an email will be sent to the original owner asking them to verify the transfer. Once the reservation owner verifies the transfer, the new owner will receive an invitation to accept and complete the transfer. The new owner has twenty-four hours to accept this.

Understanding the types of transfers

Change guest: a guest may wish to retain ownership of their reservation but change who will be attending the visit. This request common for administrative assistants and concierges.The reservation owner will continue to receive all communication for this event, while the new guest, including their notes and tags, will be shown within Reservations.

Change owner: if a guest would like to transfer their reservation to another person, they may do so through their Tock profile or you may also do this for them from Dashboard.

Transferring a reservation

In Timeline underReservations, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Transfer to another guest

Select if you'd like to change the guest or transfer ownership

Follow the additional steps to complete the transfer

If the transfer includes an exchange of money, after initiating the transfer from Dashboard, an email will be sent to the original owner asking them to verify the transfer. Once the reservation owner verifies the transfer, the new owner will receive an invitation to accept and complete the transfer. The new owner has twenty-four hours to accept this.

Cancelling a reservation

You may cancel a guest and refund all, or a portion, or none of their reservation purchase.

In Timeline, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Cancel

If any payment was collected, you may decide to refund the guest all or a portion of their purchase

Select if you'd like this reservation to become available again for guests to book or if you'd like this reservation to be held so guests cannot book it

Note: once a reservation is cancelled, it can no longer be refunded. If you need to refund a cancelled reservation, please contact our Hospitality team for assistance.

Refunding a reservation

You may refund a guest all or a portion of their reservation purchase without cancelling their reservation.

In Timeline or Guest List, navigate to the day of the event

Click the guest in the guest list

Click the three-dotMenu button

Select Comp guest

Creating a floor plan

You may duplicate an existing floor plan or create a new one by first adding a new table.

Visit Control Panel and select the Tables and Rooms page

Click the blue Add Table button

Enter the table number or name, create a new room, Enter/choose a section name

Click Save and add another to continue building your floor plan

You may also upload a .csv file that includes columns with your table numbers or names, their sizes, minimum size, section, and room.

Adjusting the layout of the tables

Click the Edit Layout button

Select the table youd like to edit to change its size, shape, or orientation

Click and drag the table to move it around the floor plan

Click the blue Save button when finished

Duplicating, renaming or deleting a room

Select the room you'd like to duplicate, rename, or delete

Click three-dot menu button and select the action you'd like to take

Adding table combinations

Click the Add combinations button

Select the tables youd like to create a combination for

Adjust the minimum and maximum size of the combination in the side panel

If you need to create all possible combinations for a group of tables (up to ten), select the Offer all adjacent tables in selection checkbox.

You may collect and download guest emails for your use, including marketing campaigns compliant with US and GDPR guidelines.

Collecting emails

When asking your guests to opt-in to email communication, an option will be presented to them when completing their reservation. Guests who have opted-in will never be asked this again while guests who did not will continue to see this option.

Visit Control Panel and click the Marketing page

Click the "Allow guests to opt-in to email communication when booking" checkbox

Downloading emails

Visit Control Panel and click the Marketing page

Click the Download opted-in guests button

Tock strongly believes that the relationship between you and your guests should reflect your brand and your messaging. You can easily include custom messages for your email communication.

Updating default messages

These messages are used as defaults for each offering you create.

Visit Control Panel and click the Settings page

Select the Messages and emails section

Updating messages for a specific offering

You may override your business defaults and customize the messages for each offering.

Visit Control Panel and click the Experiences or Events page

Select the experience or event and click the Communication section

Understanding communication touch-points

Confirmation message

You may customize the confirmation message included on the screen your guest sees immediately after booking as well as within their confirmation email.

Reminder email and text

To remind your guests of their upcoming visit or to share important information before their arrival, you may enable reminder emails and text messages for any offering. You may also customize how many days before their reservation youd like these sent.

Post-visit email

You can thank your guests for their recent visit by automatically sending a post-visit email and including a custom message. You can also collect feedback from guests within this email by including a friendly option for guests to indicate if their experience was great, average, or poor. After responding, guests will have an option to leave comments for you to review. Their feedback is completely private and only seen by you. We never publish their response publicly. This email will be sent the day after their visit.