When the Voice Agent transfers a call
Where your store phone is configured for transfers, the Voice Agent puts the caller through to your team straight away when:
- The caller asks for a person, member of staff or manager
- The caller states an allergy, intolerance, cross-contamination concern or food-safety concern
- The caller asks about an existing order, complaint or refund
- The Voice Agent has failed twice to understand the same request
The Voice Agent does not give allergy advice or try to resolve complaints and refunds itself.
Note: A menu option such as “gluten free”, “vegan” or “vegetarian” does not trigger a transfer by itself. The caller must state an allergy, intolerance or safety concern.
What staff hear
Your store phone rings before the customer is connected. A short automated introduction explains that a customer is waiting and asks whether a member of staff can take the call.
The customer is connected only after a person accepts. This prevents voicemail, silence or a busy line from being treated as a successful handoff.
If nobody is available
If the store phone is busy, unanswered, reaches voicemail or the transfer is declined, the customer returns to the Voice Agent. The customer hears that the team could not be reached and is asked to call back later or visit the store.
For an allergy, food-safety issue, existing order, complaint or refund, the Voice Agent does not take over after a failed transfer.
What to check if transfers fail
- Make sure the store phone is switched on and can receive calls.
- Ask a member of staff to answer and accept the automated introduction.
- If the phone never rings, contact MyOrderBox support with the approximate time of the customer’s call.