Documentation / Agent tools
Order taking
The agent takes orders by phone and chat, checked against your catalogue, with the total from your own prices.
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With Order taking the order is held by the platform, not by the agent. The agent writes each item as the customer says it, the platform finds it in your catalogue, asks for what is missing (a sauce, a size) and adds up the total from your prices. The order is placed only after the customer says yes to a read-back of exactly that order.
Turn it on#
On the agent's Tools tab, open Browse the library, add Order taking and open its Settings:
- Catalogue: the data source with your menu or price list. Without one, the agent keeps the items as said, with no prices.
- How the customer gets the order: pickup, delivery, at the store. With two or more the agent asks which.
- Customer details the order needs: name and phone. On a phone call the caller's number is filled in for the agent to confirm.
- Email and webhook: every placed order is sent at once, while the customer is still on the line.
Then Save the agent.
The Orders app#
Tool apps in the menu opens the Orders app: today's orders and revenue, the busy hours, the items ordered most, and the list of every order with search and filters. Open an order to see its lines, the customer, the conversation, and to move its status: new, accepted, ready, done, or cancelled. Every change is logged with who made it and sends a webhook. Account and project administrators can download the list as Excel.
Prompt example#
"Take the customer's order item by item. Ask about anything an item needs, read the order back with the total, and place it only when they confirm."
Test it#
In Testing, a scenario can run the whole order flow. A test order is not sent to anyone.