Take orders over the phone with Voice Commerce

Voice Commerce lets callers place orders by speaking to your agent. Your menu or product catalog is loaded into the agent, and orders arrive in a real-time inbox you can act on.

Prerequisites

• Voice Commerce must be enabled on your agent. Contact support if you do not see the Orders section in your sidebar.

• Your agent must be live (active) with a phone number.

Set up your menu

Your menu defines what callers can order. You manage it from your agent's Menu tab.

To get there: open your agent, click Duties in the agent sidebar, then click Manage menu next to the Orders row.

Upload via CSV

1. In the menu editor toolbar, click Import CSV.

2. Upload your file. The required columns are category, item_name, and price. Optional columns include item_description, modifier_group, modifier_group_required, modifier_name, and modifier_price.

3. Review the preview. It shows items to add, items to update, and items that will be removed because they are not in the CSV.

4. Click Apply import to commit.

Important: a CSV import is a full replacement. Items not in your CSV are removed from the menu. Always check the "Items to remove" section in the preview before applying.

Manual edits

You can add categories and edit individual items without re-importing. Click any item row to open its edit panel, make your changes, and click Save.

Receive and manage orders

1. In the main sidebar, click Orders.

2. The Orders inbox has four tabs: Active, Ready, Completed, and All.

3. Click View on any order to open its detail page.

Order detail page

From the order detail page you can:

• See the full list of items, quantities, and the order total.

• Advance the order through statuses using the action buttons: Confirm, Start, Mark ready, and Mark completed.

• Send a text to the customer using Text customer.

• Resolve any issues flagged on the order.

SMS notifications for orders

You can receive an SMS alert when a new order arrives. Click the bell icon at the top right of the page, then click the settings gear icon to open Notification Preferences. In the Orders section, turn on SMS for New order.

What to expect

Orders appear in the inbox in real time as callers complete them. The page refreshes automatically. Each order includes the customer's name or phone number, the time it was placed, and the total amount.

Troubleshooting

No orders appear after a test call. Make sure voice ordering is enabled on your agent and that your menu has at least one item. The agent cannot take an order if the menu is empty.

Items the caller ordered are wrong. Check that the item names in your menu are short and unambiguous. Names like "Large Pizza" work better than "LP" for voice recognition.