Community operations glossary
The terms Avantly uses to talk about donation management, guest recovery, and reputation protection — and what we mean by each one.
The automated process by which Avantly directs incoming donation requests to the appropriate decision-maker based on location, request type, or organizational rules defined by the restaurant group.
Canada's primary anti-spam law, which governs commercial electronic messages including email and SMS. Avantly's SMS communication workflows are designed to comply with CASL requirements.
Avantly's four-stage framework for managing the full arc of a restaurant's community relationships: Request, Give, Recover, and Protect. The lifecycle treats community engagement as a continuous process with measurable outcomes at each stage.
A branded digital form through which community organizations submit donation requests to a restaurant group. The intake form is the entry point for Avantly's donation request management workflow.
The unified management of a restaurant's donation requests, guest recovery, and reputation protection as a single, measurable workflow. Community operations treats the community-facing side of restaurant management as an operation — not a series of one-off decisions. See also: What is community operations for restaurants?
The systematic intake, review, approval, fulfillment, and tracking of community donation requests across a restaurant group. Effective donation request management ensures consistency, prevents duplicates, and enables ROI measurement.
A feature in Avantly's donation management module that flags when an organization has recently received a donation, preventing the same organization from being donated to multiple times across locations without the restaurant's knowledge.
Avantly's early-access program for qualifying multi-location restaurant groups. Founding Partners receive dedicated setup support, preferential pricing, and direct input into Avantly's product roadmap in exchange for active platform engagement.
The process of identifying guests who had a negative restaurant experience and actively working to bring them back through a structured follow-up process. Effective guest recovery requires tracking what was offered, whether the guest returned, and what the outcome was.
A centralized management interface showing community operations data across all locations in a restaurant group. The dashboard provides both group-level and per-location views, allowing operators to maintain oversight while giving individual locations operational autonomy.
The practice of managing community giving as a deliberate, tracked, and measurable business operation — as distinct from informal, ad-hoc charitable giving with no record of cost or return.
A digital form — accessed via SMS link — that allows unhappy guests to share their experience privately with the restaurant before resorting to public review platforms. Private feedback channels are the core mechanism of Avantly's reputation protection feature.
The percentage of tracked recovery vouchers that are redeemed by guests — i.e., the percentage of unhappy guests who accept a comp offer and return to the restaurant. Recovery rate is a key performance indicator in Avantly's guest recovery module.
An automated notification sent to restaurant management when a tracked digital voucher is used by a guest. Redemption alerts confirm that a guest recovery was successful and allow management to follow up if appropriate.
The measurable return on investment generated by a restaurant's community donation program — typically measured as the ratio of donation value to reservation revenue generated by donating organizations. Try the ROI calculator.
The process by which Avantly's SMS feedback system directs guests to different outcomes based on their reported experience. Guests who report a positive experience are directed to public review platforms; guests who report a negative experience are routed to internal recovery workflows.
A proactive reputation management approach using automated SMS messages to intercept unhappy guests before they leave public reviews. Guests who report negative experiences are routed to internal recovery workflows; guests who report positive experiences are directed to public review platforms.
The critical period immediately after a guest leaves a restaurant where they are most likely to post a negative review. Avantly's SMS reputation protection is designed to intercept unhappy guests during this window by providing a private feedback channel.
A unique, single-use digital compensation issued to a guest following a negative experience. Unlike paper comps, tracked digital vouchers record redemption data — whether the guest returned, when, and at which location — turning every recovery attempt into a measurable data point.