What happens when something is down
Phil is built in layers so a slow model never blocks a guest or a charge.
| If… | Then… |
|---|---|
| The AI model is slow or down | Safety detection, order buttons and staff alerts keep working; guests get an honest fallback and the front desk |
| A kitchen misses an order | It stays under Waiting on the dashboard and on the card until someone decides; past the acceptance time it closes, the guest is told and nothing is charged |
| A guest's identity is in doubt | Where codes by text are on, a code goes to the booking phone. Otherwise the front desk gives the stay code, and calls the guest before confirming a charge above the limits |
| An answer in the knowledge base is wrong | Edit it in the dashboard; the next message uses the correction |
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