Getting Started with MyOrderBox Voice Agent

The MyOrderBox Voice Agent is an AI-powered phone ordering system that allows customers to place orders by calling your restaurant. The system understands natural language, confirms details, and processes orders automatically.

What Is Voice Agent?

The Voice Agent is a TypeScript-based AI system that:

• Answers incoming calls and greets customers
• Takes menu orders through natural conversation
• Handles special requests and product customizations
• Confirms delivery addresses for delivery orders
• Processes payments where configured
• Creates orders directly in your MyOrderBox system
• Provides order status and estimated times to customers

Customers can call a dedicated phone number and order without speaking to staff, freeing up your team during busy periods.

Key Features

Natural Conversation

The AI understands:

• Menu items by name or description
• Common ordering phrases ("I'd like a large pepperoni pizza with extra cheese")
• Corrections and changes mid-order
• Customer preferences and dietary requirements

Address Handling

When a customer orders for delivery:

1. The AI asks for their delivery address
2. The system verifies the address is within your delivery zone
3. If the address is outside your zone, the customer is informed delivery isn't available
4. If it's a new address for an existing customer, the system can save it for future orders

Store Hours Detection

The Voice Agent automatically:

• Checks if your store is open before taking orders
• Refuses orders when your restaurant is closed
• Takes orders only during operational hours
• Updates dynamically when you change store hours in Back Office

You configure store hours in Back Office > Setup > Store Hours, and Voice Agent respects those times.

Order Type Availability

Your restaurant can accept orders for:

• Dine-in — customers eating at your location
• Takeaway — customers picking up their order
• Delivery — orders sent to customer addresses

Voice Agent checks which order types are enabled for your store and only offers options your restaurant supports.

Configuring order types in Back Office:

1. Go to Setup > Online Ordering
2. Toggle each order type On or Off
3. For delivery, ensure postcodes/zones are configured
4. Save and publish

Voice Agent will respect these settings immediately.

Menu Integration

The Voice Agent uses your existing MyOrderBox menu:

• All menu items, categories, and pricing are included automatically
• Products with required options (size, toppings, etc.) will be offered during the call
• Deals and promotions are available through Voice Agent
• Out-of-stock items are excluded from the order flow

When you update your menu in Back Office, Voice Agent has access to those changes within minutes.

Setting Up Voice Agent

Prerequisites

1. Your MyOrderBox account is active and verified
2. You have a dedicated phone number to assign to Voice Agent
3. Your menu is configured in Back Office
4. Your store hours are set correctly
5. (For delivery) Your delivery zones/postcodes are configured

Initial Setup

1. Contact MyOrderBox support to enable Voice Agent for your account
2. Provide a dedicated phone number (or we can assign one)
3. Confirm your store name, location, and menu
4. We'll configure Voice Agent with your settings
5. You'll receive a test call number to verify the system works

Configuration

Once enabled, configure these settings in Back Office:

Store Information:

• Go to Setup > Store Details
• Verify your store name, address, and phone number
• These appear in Voice Agent conversations

Store Hours:

• Go to Setup > Store Hours
• Set opening and closing times for each day
• Voice Agent will reject orders outside these hours

Order Types:

• Go to Setup > Online Ordering
• Enable which order types you accept (dine-in, takeaway, delivery)
• Voice Agent will only offer enabled options

Menu:

• Go to Menu Setup
• Ensure all items are set to "Voice Agent Enabled"
• Review all required options are correctly configured
• Test Voice Agent can read product names correctly

How Customers Use Voice Agent

Placing an Order

1. Customer calls your restaurant's Voice Agent number
2. AI greets them and asks what they'd like to order
3. Customer describes items naturally ("Can I get a large pepperoni?")
4. AI confirms items, options, and customizations
5. AI asks about dine-in, takeaway, or delivery
6. For delivery, AI asks for address and confirms it's in your zone
7. AI summarizes the total and order details
8. Order is confirmed and sent to your system
9. AI provides estimated prep time
10. Call ends

Existing Customers

If a customer's phone number is in your system:

• Voice Agent may recognize them
• Previously saved delivery addresses can be offered
• Order history might be referenced (with customer permission)

Order Status in Voice Agent

Orders placed through Voice Agent:

• Appear in your kitchen display system (KDS) just like online or phone orders
• Are clearly marked as "Voice Agent" orders
• Show all customizations and special requests
• Are tracked for prep time and delivery

Customers can call back to ask about their order status.

Store Hours and Closed Periods

Voice Agent respects:

• Daily hours: Only accepts orders during your set opening and closing times
• Days off: If you mark a day as closed, Voice Agent won't accept orders
• Temporary closures: You can manually close Voice Agent for holidays or maintenance

To close Voice Agent temporarily:

1. Go to Back Office > Settings
2. Find Voice Agent Status
3. Toggle Off until you're ready to reopen

Troubleshooting

Voice Agent Won't Answer Calls

• Check that Voice Agent is enabled in Back Office > Settings
• Verify the phone number is active and correctly routed
• Check your Back Office shows Voice Agent status as "Active"

Calls Disconnecting

• This may happen if Voice Agent encounters an error
• Check that your store information is complete in Back Office
• Try testing with a fresh call
• Contact MyOrderBox support if the issue persists

Orders Not Being Created

• Verify your menu is correctly configured
• Check that at least one product is enabled for Voice Agent
• Ensure store hours are set correctly
• Test a simple order (single item, no customizations)

Address Not Being Recognized

• Verify your postcode/delivery zones are correctly configured
• Test with addresses you know are within your zone
• Update your delivery zones if you've expanded service area

Best Practices

• Verify your menu: Ensure product names are clear and don't have confusing variations
• Keep hours updated: Update store hours in Back Office when they change seasonally
• Monitor orders: Check that Voice Agent orders appear correctly in your system
• Test regularly: Call Voice Agent weekly to ensure it's working properly
• Manage delivery zones: Keep your postcode setup accurate to avoid address errors

Next Steps

Once Voice Agent is running:

• Train staff to recognize Voice Agent orders in the system
• Monitor order quality and accuracy for the first week
• Gather customer feedback on the system
• Consider enabling payment processing if not already active
• Share your Voice Agent number with customers

Support

Contact MyOrderBox support for:

• Initial setup and configuration
• Issues with order creation
• Voice quality or call routing problems
• Menu integration questions
• Custom features or requirements