Take orders through the Front Desk

The Front Desk can take an online order in a conversation: it puts the order together from your products and prices, tells the customer the total, and places the order only when the customer says "yes" in a new message.

Before you start

• Switch online orders on (Settings → Online), with your online address and at least pickup or one delivery area. Front desk settings lists under Ready to → Take orders what is still missing.
• On WhatsApp, tick Take orders here (the online shop's areas, fees, minimum, pickup and hours apply) in Front desk settings. On the web chat and e-mail, the team's AI mode must let the Front Desk answer (see let the Front Desk answer e-mail and web chat).

How an order goes

1. The customer says what they want. The Front Desk asks for what is missing: "To prepare your order I still need your name, a phone number we can call, the delivery address and area, or whether you will collect it."
2. It prices the order from your records (products, prices, delivery fee, minimum) and sends the summary with the total, asking the customer to confirm.
3. The customer answers yes in a new message. The Front Desk checks the price again at that moment: if anything changed, it shows the new total and asks again.
4. The order is placed once, as an online order. It appears with your other online orders.
5. When your team accepts the order, sends it out, delivers it, rejects it or cancels it, the customer is told on the channel they ordered on: WhatsApp, the web chat or an e-mail in the same thread.

Good to know

• Only a fresh yes counts. A "yes" quoted from an earlier message, or written before the summary, never places an order.
• Never placed twice. If the answer to the order is lost, Kluvan checks whether the order arrived before doing anything else. The customer hears "We are still checking whether your order went through", and the Front desk exceptions page shows An action needs checking if the check cannot tell.
• Prices and stock come from your records, never from what the customer or a document says.
• Your rules apply: delivery areas, fees, minimum order, pickup and opening hours of your online orders.
• An order that could not be placed hands the conversation to your team with the reason An order could not be placed.