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Command (Call) Center: Overview
Command (Call) Center: Overview
Updated over a week ago

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.

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