Disclaimer: This article is for Lunchbox 2.0 customers only. If your dashboard header looks the same as below, you are in the right place:
NOTE: Call Center is only available on Lunchbox 2.0
Call Center Overview & Benefits
The Call Center is a powerful tool that helps boost your restaurant's convenience & engagement by providing a professional and personalized customer service experience for your business and allows your staff to:
Place orders manually for your customers
Make edits to pending orders that need small changes (such as large catering orders)
Look up customers and view their order history
See all of your orders in place on the Order Dashboard
Guests can call in to place their orders, and your staff can leverage the Call center to place the order
Staff can save frequently used locations to guests’ profiles
Staff can save guests’ frequently used orders so they can be easily repeated
Staff can edit existing held orders on behalf of guests
Staff can send a quote for an order to a guest
Orders are directed to the POS
Options for specialized Call Center specific menus
Ability to override order throttling rules in real-time for special orders
Connected to 86’d items
Staff can view how busy locations are to see if there is a need to transfer orders.
This can be done for all Service Types and Multiple Locations, utilizing Lunchbox’s location finder and POS integration.
Call Center Training Video
How Does the Call Center Work?
Restaurants enrolled in Lunchbox's Call Center have their business phone number associated with an international 1-800 number. When Guests call the number, an authorized staff member can take the guest’s phone order.
Note: If you have multiple locations, each location can have its own phone number associated with the Call Center. Lunchbox’s location finder and POS integration will connect the order to the correct location.
Step 1: A guest calls the phone number associated with your location’s Call Center
Step 2: A staff member picks up and places the order for the guest.
Step 3: The guest receives a confirmation email for their order, which is directed to the POS like an online order.
Accessing the Call Center
Step 1: Log in to Lunchbox with your management account credentials:
Step 2: Access the Switch to Old Adm
Step 3: Click on Call Center at the top left of the management page:
Step 4: The Call Center Home Page will display the 4 main tabs across the top:
Customer Ordering: Customer Lookup to start an order, see their history and edit their account
Restaurants: Navigate to a specific Restaurant location Call Center
Order Dashboard: See all active & Pending Orders
Main Site: Navigate back to your Restaurant’s Main Site options
Main Site Dropdown
The Main Site gives you a drop-down box with the following options:
Home: returns you to your customer-facing Order Site URL
Manage: takes you to the Management Dashboard access for your restaurants
My Account: takes you to your personal ordering account
Call Center: returns you to the Call Center Home Page
Sign Out: will log you out entirely and return you to your customer-facing Order Site URL:
Best Practices
When assigning their roles to the Admin Dashboard, you decide which staff members can access the Call Center. If you assign a staff member to the Call Center, they will see it as an option page to navigate to their Admin Dashboard. If you do not assign a staff member to the Call Center, they will not have an option to access this feature.