Getting Started with MyFoodFast Voice Agent

Getting Started with MyFoodFast Voice Agent

The MyFoodFast Voice Agent lets customers place orders by calling your restaurant. It understands natural speech, checks your live menu and availability, confirms the exact basket and total, and sends completed orders to your MyFoodFast system.

What Voice Agent Does

Voice Agent can:

• Answer incoming calls with an automated assistant and recording disclosure
• Take collection and delivery orders when those services are available
• Find live menu items, sizes, options, prices, and deals
• Handle changes before and after an item is added
• Check delivery addresses and delivery zones
• Read back the exact basket and final total before placing an order
• Create confirmed orders in your kitchen display or POS workflow

Enable or Disable Voice Agent

1. Select your company and restaurant in Back Office.
2. Open Setup > Online Ordering > Voice Agent to check the current status and staff-phone configuration.
3. For production, ask MyFoodFast support to complete phone routing and activate the Voice Agent subscription through App Store. The Enable or Disable button on the Voice Agent settings page is labelled for testing; it is not the production subscription control.
4. To turn off production voice ordering, manage the subscription through App Store and ask support to verify where incoming calls will go.

Arrange a test call before accepting customer calls. Confirm that an order reaches your POS and that a request to speak to staff reaches an answered phone.

Staff Desk Phone

The SIP Phone Settings section identifies the desk phone used for human transfers and calls when Voice Agent is disabled. MyFoodFast support must configure the phone, its matching SIP Username, and the restaurant's call routing. Do not guess or change the username to troubleshoot a call.

After setup, check that staff can answer and hear the caller in both directions. If no desk phone is configured or available, agree an alternative staff contact route with support before launch.

Menu and Store Settings

Voice Agent uses your existing MyFoodFast configuration. Keep these areas current:

1. Go to Setup > Online Ordering > Opening Hours and check each day's opening and closing times.
2. Under Setup > Online Ordering, check Collection, Delivery > Settings, and General Settings for the services and cash payment options you accept.
3. Check delivery zones and minimum-order values if you offer delivery.
4. Go to Menu Setup and confirm product names, prices, sizes, required choices, and optional extras.
5. Save your changes.

Menu updates are normally available to Voice Agent within minutes. Temporary closures and disabled order types are checked again before an order is placed.

How a Customer Places an Order

1. The customer calls the restaurant's Voice Agent number.
2. Voice Agent explains that it is automated and that the call is recorded.
3. The customer chooses collection or delivery.
4. Voice Agent finds each requested item on the live menu.
5. The customer chooses any required sizes or options.
6. For delivery, Voice Agent checks the address and delivery zone.
7. Voice Agent reads the exact basket, charges, and final total.
8. The customer clearly approves that summary.
9. Voice Agent places the order and reads the order number.

Customers can choose an available ASAP or scheduled time. Voice ordering currently requires the store to accept cash payment on collection or delivery; it does not take card details over the call.

Note: Hearing a total does not place an order. The order is placed only after the customer approves the exact final summary and the system returns an order number.

A basket summary does not include a confirmed order reference. If confirmation fails, saying yes again still requires another successful placement check. Staff should use the actual order status when investigating a reported reference; a basket marked Cart has not been submitted.

Existing Customers and Saved Addresses

When caller identification matches an existing customer, Voice Agent may use their saved details and offer a saved delivery address. If the number cannot be verified, Voice Agent continues as a guest and does not disclose saved addresses.

Duplicate and Interrupted Requests

Voice Agent protects each call's basket from other calls and records cart changes before sending them to MyFoodFast. If the same add, correction, or final-confirmation request is delivered more than once, only the first request is applied and the earlier result is reused.

If the system cannot tell whether an interrupted request completed, it stops instead of guessing and repeating the change. The customer may be asked to review the basket again, or may hear that ordering is temporarily unavailable.

This safety behaviour prevents:

• One caller seeing or changing another caller's basket
• A retried add request creating an unexpected duplicate line
• A retried correction creating more than one replacement item
• Repeated final confirmation placing or sending the order twice

Important: If Voice Agent says ordering is temporarily unavailable, do not ask the customer to repeat the same confirmation. Ask them to call again later or take the order using your normal staff process.

Order Status

Confirmed Voice Agent orders:

• Appear in your kitchen display or POS flow like other online orders
• Are marked with the Voice Agent order source
• Include the chosen size, options, removals, quantities, and notes
• Include the confirmed collection or delivery timing

A basket that was abandoned or deliberately not confirmed is not a completed order.

Troubleshooting

Voice Agent Will Not Answer

1. Check that the Voice Agent phone number is active.
2. Check that the service is enabled for your restaurant.
3. Contact MyFoodFast support if calls still do not connect.

Voice Agent Says Ordering Is Temporarily Unavailable

The duplicate-order safety service may be unavailable, or Voice Agent may be unable to verify the result of an interrupted request. Voice Agent stops before making another basket change.

1. Do not repeatedly approve or retry the same order.
2. Check whether a completed order number was given.
3. Check your order list before manually entering the order.
4. Contact MyFoodFast support with the call time and caller's last four digits.

An Order Is Not Created

Equivalent removal wording, such as “with no onion” and “no onion”, preserves the same choice. The removed ingredient, extra quantity and final amount must still be heard correctly before the order can be placed.

An explicit approval can include “earliest collection slot please” or “earliest delivery slot please”. A request for a time alone does not approve the basket, and item corrections still require a new read-back.

Customers can approve the order and request a clear time in one reply, such as “Yes, please book the eight o'clock slot.” If the complete summary was already read but approval is unclear, Voice Agent asks a short yes-or-correction question. It reads the full summary again when the order changes or the read-back was incomplete.

An agreed time such as “twenty to two” can follow the customer's approval without cancelling it. Voice Agent says abbreviations such as “BBQ” as “barbecue” in the final read-back. If a menu uses lettered product labels, callers can identify an item by its letter; duplicate labels still require clarification.

Voice Agent recognises established menu pronunciation variants, such as “barbecue” for “BBQ”, when checking the final read-back. This does not change the selected ingredient, its quantity or any requested removal. Customers may approve the order and repeat their agreed collection time in the same reply.

After approving the basket and final total, customers can ask for the first available time if their preferred slot is unavailable, including in the same reply as their approval. This does not cancel their basket approval. Changing an item or rejecting the total still requires a fresh read-back and approval. Sizes with more than one word are read once, and equivalent spoken digits in a product name do not require another confirmation.

1. Confirm the customer approved the final summary.
2. Check that your store was open and accepting the chosen order type.
3. Check the menu item is available and all required options are configured.
4. Check delivery minimums and zones for delivery orders.
5. Contact MyFoodFast support with the call time if no order number was returned.

An Address Is Not Recognised

1. Check the postcode and delivery-zone configuration.
2. Ask the customer for the full house number and street.
3. Offer collection if the address remains outside the delivery zone.

Best Practices

• Keep store hours and temporary closures accurate.
• Review menu names and required options after menu changes.
• Check early Voice Agent orders against the spoken summary.
• Test the Voice Agent number regularly with a small staging order.
• When investigating a call, use the call time and order number instead of sharing full customer details.

Support

Contact MyFoodFast support for setup, call routing, menu problems, address issues, or any case where the spoken confirmation does not match the order received.