Overview
Online Ordering’s Call Center feature allows your call center agents to easily and conveniently enter orders on behalf of your guests.
What do I need to know before I begin?
Before you use our Call Center functionality, you’ll need need to the following:
1. Update to the latest version of Order Experience Builder (OXB)
2. Contact Paytronix to enable the Call Center feature on your client portal. We will work with you to confirm which actions you want your call center agents to be able to bypass validation for such as Order Timing, Delivery Address and Order Price Thresholds.
3. Add Call Center permissions to the users/group that you wish to have access to the Call Center feature by clicking on Admin>Web Page Permissions, then check the box labeled O & D Call Center.
How can agents use the Call Center feature?
As a call center agent, when a call or request for an order comes to you, follow the steps below to create a new order, on behalf of a guest.
Navigating to Call Center
To use Call Center, navigate to Online Ordering and select Call Center from the navigation pane.
You will now be on the Call Center home screen.
Starting a New Order
To start a new order: click the Start a New Order button.
On the Lookup Guest screen you can look up an existing guest by searching with an email address or phone number.
If you need to create new user, click the Create New User button in the lower left corner of the screen.
Enter all of the new user’s information into the Create New User fields. Click Create User once all fields are populated.
NOTE: All fields must be populated to select Create User.
Once the new user has been created, you’ll be shown the Lookup Guest screen again and the new user will appear. Select the new user then click Start Order to begin the user’s order.
Creating an Order
First, you’ll see Location Finder screen. Here you can enter a zip code to find the store location that is closest to the guest. Select from the stores that are returned.
Once the store location has been selected, you’ll be sent to the store’s menu. Click Start Order in the upper left corner of your screen, to begin the guest’s order.
You’ll need to enter whether the Order Type, Takeout, is for ASAP or Later. If Later, you’ll be prompted to enter the date and time that the order will be picked up.
Once you’ve updated the pick up time, click the Start your order! button.
Add your menu items until the full order has been completed. Navigate to Checkout.
You’re now on the Order Details page.
Confirming and Finalizing an Order
Here, you’ll want to make sure you enter the following:
A name/title for the order
Confirm the guest’s contact information
Choose payment method
Confirm the items are complete
In the lower right corner of the Order Details page, there are four buttons:
Send Order Text or Send Order Email: You can next either Text or Email the guest with a link back to their order. They can use this as a receipt or click the link to purchase their order, if they aren’t quite ready to commit yet.
Save Quote: This will save the quote for the guest to move forward on at a later date, without purchasing today.
Submit: This will place the order and process the guest’s payment (if paying by credit card).
Finding a Saved Quote or a Placed Order
When you have finished with the order/quote, you’ll be directed back to the Call Center home page. Here you’ll see two areas:
Quotes: These are any open quotes that have been saved but not yet placed/processed.
Your Recent Orders: These are placed orders. They will show here as well as in your store’s catering calendar.
Read What is Catering? for more information on catering and catering calendars.
NOTE: Quotes do not expire. If you try to submit it post the date within the quote, it will error that the date has past. If menu items changed since quote was made, those will need to be updated in the Quote.
For additional assistance, please contact your solutions consultant or customer success manager, or open a case with Paytronix Support.