What your callers are told
Every call now opens with a short disclosure before anything else happens:
"Hello, thanks for calling! Just so you know, you're speaking to an automated assistant and this call is recorded. Are you looking for delivery or collection today?"
This is spoken on every call, including calls that reach a line that isn't set up for ordering yet. It tells callers that they are speaking to an automated assistant and that the call is recorded.
If a caller asks directly, the agent will always answer honestly — it will never claim to be a person. If a caller says they don't want to be recorded, the agent apologises and offers to put them through to your team (where your line has a transfer set up) or asks them to order online instead.
Note: The opening disclosure is part of the Voice Agent call flow. A transfer request does not itself stop recording or delete audio already recorded. Ask support to confirm the recording arrangements for the staff line.
What you need to publish
Before enabling customer calls, agree the actual recording arrangements with MyFoodFast support and reflect them in the privacy notice customers can read. Confirm:
- That phone orders placed through the voice agent are recorded
- The purposes for which recordings are actually used
- How long recordings are kept and who can access them
- How a customer can ask for a recording to be deleted
Add this to the privacy policy on your website and, if you display terms in store, alongside them.
Why the agent sometimes can't see a saved address
The agent uses caller ID to recognise a returning customer. When it recognises the number, it greets them by name and can offer their saved delivery addresses.
When the caller has withheld their number, the agent cannot prove who it is speaking to. In that case it will:
- Ask for a contact number for the order
- Use the first name on the account if there is one, so the greeting still feels personal
- Not read out or offer any saved address
- Take the delivery address verbally, as if it were a new customer
- Not attach the order to the existing account
This is deliberate. Without it, anyone could ring up, read out somebody else's mobile number, hear every address that person has saved. If a caller asks why their details aren't there, the agent explains that their number is withheld and suggests calling back without withholding it.
What this means for your staff
- Callers with withheld numbers will take slightly longer to serve, because the address has to be taken verbally every time.
- If a regular customer complains that "it used to know my address", check whether they are calling from a withheld or different number — a mobile they've never ordered from before behaves the same way.
- Orders from withheld numbers arrive without a linked customer account. They are still complete orders with a delivery address and contact number.