"Where's our pizza?" answered from the driver screen
Forty minutes after ordering, a hungry family calls to ask where the food is. Emma finds the order, sees it left with the driver eight minutes ago, and gives them the ETA. The counter never stops bagging.
A customer calls asking where their order is or when it will be ready.
Finds the order, reads its status and the driver's ETA, and flags the ones that are running late.
Fewer status calls at the counter, and an alert for any order past its quote.
How it works
- Finds the order
By the phone number it came from, the name or the order number. It checks the address before it says anything.
- Reads where it is
In the oven, on the rack waiting for a driver, out for delivery, or ready at the counter, straight from the order screen.
- Gives the real ETA
From the driver's run on your dispatch screen, in plain words: "about ten minutes, he has one stop before you".
- Spots the late ones
An order well past its quote goes to the shift manager while the caller is on the line, not after they've hung up angry.
- Updates the order
A changed buzzer code, "leave it at the side door" or "call when you're here" goes to the driver right away.
- Texts the hand-off
If you choose, the customer gets a text when the driver leaves and when the pickup order is ready.
Example call
- CustomerHi, we ordered about forty minutes ago and nothing's here yet. Under Singh.
- AI agentLet me look. I have your order to 22 Willow Court, two mediums and a poutine. It left with Marcus about eight minutes ago.
- CustomerOkay, so how long?
- AI agentHe has one stop before you, so about ten minutes. Anything he should know when he gets there?
- CustomerThe buzzer's broken. Tell him to text and I'll come down.
- AI agentDone, I've sent Marcus a note to text you on arrival. Sorry for the wait, and enjoy your dinner.
After the call: Marcus sees "buzzer broken, text on arrival" on his run, the call is logged on the Singh order, and the order stays under the late watch until it's marked delivered.
What your team gets
- Status calls answered from the order and driver screen
- Late orders flagged to the shift manager while the customer is on the line
- Driver notes changed on the run, not shouted across the kitchen
- "Out for delivery" and "ready" texts, if you want them
- A record of every status call on the order
Questions
Does it make up an ETA?
No. It reads the driver's run from your dispatch screen. If there's no ETA showing, it says the shift manager will check and call back.
What if the order is really late?
It apologizes, tells the customer what it can see, and puts them through to the shift manager or sends a callback note, your choice.
Can it cancel an order?
If it hasn't gone in the oven and your rules allow it, yes. Otherwise it passes the request to the shift manager.
Hear it on your phone
Request a demo call and the agent phones you, set up for pizza and takeout like yours.