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Inbound: the customer calls

Missing wings and cold pizza made right

The box is open and there are no wings. Instead of a shouting match with a busy counter, the customer hears that Emma can see the wings on the order, and the shift manager picks up already knowing what to send.

When it starts

A customer calls because something was missing, wrong or cold.

What the agent does

Checks the order and the read-back, writes down what arrived, warm-transfers to the shift manager or logs it.

What your team gets

The shift manager briefed before they say hello, and every complaint on the order.

How it works

  1. Lets them say it

    The customer explains without being rushed. It apologizes once, plainly, and doesn't argue.

  2. Pulls up the order

    What was ordered and, for phone orders, what was read back on the call. It sees whether the wings were on the ticket.

  3. Writes down what came

    Missing item, wrong pizza, cold food, a topping they're allergic to. In the customer's own words.

  4. Puts the manager on

    A short private summary goes to the shift manager first, then the call is put through.

  5. Logs it if the manager can't pick up

    The complaint goes to the manager by text with the order and the number, and the customer hears when to expect a call.

  6. Shows the pattern

    Complaints by item, driver and night in the portal, so the owner sees whether it's the wings station or the Friday driver count.

Example call

  1. CustomerHi, our order just came and there are no wings. We paid for a pound of honey garlic.
  2. AI agentI'm sorry about that. I can see the pound of honey garlic on your order, so they should have been in the bag. Did everything else come?
  3. CustomerThe pizzas are here. Just no wings.
  4. AI agentThanks. I'll put you through to Ravi, our shift manager, so he can sort it out. I'm telling him what happened first so you don't have to repeat it.
  5. AI agent(privately, to Ravi) Order for Nguyen, 15 Oak Street, delivered ten minutes ago. Pound of honey garlic wings on the ticket, missing from the bag. Pizzas fine.
  6. CustomerOkay, thanks.

After the call: Ravi sends the wings out on the next run, the order shows the complaint and the fix, and the owner's weekly report counts it under missing items for that night.

What your team gets

  • Complaints logged on the order with what was ordered and what came
  • Shift managers briefed before the transfer connects
  • Callback notes when the manager can't step away
  • Complaints by item, driver and night, week over week
  • The read-back recording to check against when it's disputed
Set up with you: The team sets up a connection to your POS so it can see each order, sets who takes the transfer on each shift, and agrees with you what it can offer on its own, if anything, like a credit on the next order.

Questions

Will it give refunds?

Only what you allow, like a credit noted on the customer's next order. Refunds and remakes are the shift manager's call by default.

What if the customer is angry?

It stays calm, apologizes once, and gets them to someone who can fix it. It doesn't argue about what was ordered.

Can it check what they ordered over the phone?

Yes. Phone orders it took have a read-back recording, so the manager can check exactly what was said.

Hear it on your phone

Request a demo call and the agent phones you, set up for pizza and takeout like yours.

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