1. Define what the telephone service can complete
Start by separating an enquiry from an order that is ready for checkout. AI Reception uses configured business knowledge, opening hours, voice and language choices. Enabled NeroWeb workflows support orders, but do not assume every menu request or telephone conversation will automatically become a completed transaction.
Before taking live calls, confirm the available ordering journey and link delivery arrangements with the team. Agree what happens when an item is unavailable, a request needs staff approval or the customer cannot use the link. A handover can go to a configured UK number or SIP destination; callback requests provide another route. Current call and usage limits apply.
- Choose which order types the service should handle.
- Assign responsibility for exceptions and payment checks.
2. Confirm the food order before requesting payment
Resolve choices that affect the order before sending the customer to checkout. Read back quantities, sizes, extras and collection or delivery details where offered. State the total, including applicable delivery costs, and explain whether any timing is provisional. Do not let payment become a substitute for confirming what the customer actually wants.
Keep staff-dependent questions out of guesswork. If an allergy query or substitution cannot be answered from approved business information, arrange a handover or callback before proceeding. Staff should also know how to identify the order later, using the reference available in the agreed workflow rather than relying only on a caller’s name.
- Read back the complete order and resolve corrections.
- Confirm the total and explain the next payment step.
3. Send the checkout link without collecting card details
Tell the customer that they will enter their card details themselves through secure checkout. For example: “Please don’t read out your card details. You’ll complete payment through the checkout link.” Confirm the destination email address, or mobile number where SMS delivery is enabled, without asking for payment credentials.
Check how sending works in your configured service, including whether staff action is required. If the message does not arrive, verify the destination and follow the agreed resend process. Do not ask the caller to dictate card details as a workaround. Optional recordings and transcripts follow your settings and retention; neither should be treated as a place to collect card information.
- Use only a confirmed, enabled delivery channel.
- If delivery fails, arrange staff help rather than collecting card details.
4. Check payment before releasing the order
An order being recorded, a link being sent and a payment being confirmed are different events. Decide where staff will check the payment result and how they will match it to the order. Do not assume AI Reception can report a successful payment unless that behaviour has been confirmed for your configured workflow.
If your policy is to prepare only paid orders, keep the order pending until the relevant payment record shows success. A customer saying “I’ve paid” is a reason to check, not a replacement for checking. Where the result is unclear, review the existing attempt before asking them to pay again, and explain any effect on collection timing.
- Match the order reference, amount and payment status.
- Release the order according to your agreed preparation policy.
5. Test the complete journey with a realistic order
Hypothetical example: a customer calls for two pizzas, changes one size and chooses collection. The final choices and total are confirmed, then a checkout link is sent by the configured email route. The order remains pending while the customer pays. A staff member matches the successful payment to that order before passing it to the kitchen.
Test both this straightforward journey and an exception, such as a mistyped email address. The observable success check is that the correct order reaches preparation once, with a matching successful payment and a clear collection expectation. Your next action is to run a staff walkthrough and record who handles missing links, uncertain payment results and callbacks.
GOOD TO KNOW
Common questions
Can customers pay by reading their card details to AI Reception?
No. Customers must not speak full card details to the AI. Card payments use secure checkout links, where customers enter the details themselves.
Can we send the link by email or SMS?
Confirm the available delivery route for your configuration. Use email where supported or SMS where enabled; do not promise either channel before checking how your service sends links.
What if the customer cannot open the checkout link?
Check the destination and use your agreed support route. Arrange a staff handover or callback to discuss available alternatives without asking them to read card details to the AI.
Does sending a link mean the order is paid?
No. Sending a link only gives the customer a route to checkout. Check the payment result against the correct order before treating it as paid.