Customer Support Overview
We are available every day from 8 AM to 10 PM Eastern Standard Time (EST), seven days a week!
Introduction
Are you having challenges with reporting, ordering, guest experience, navigating the dashboard, or simply having a question? Never fear, Lunchbox is here! Hop into our Help Center or contact a live support agent via email or chatbot to help solve the problem!
Lunchbox Help Center
Identifying your Lunchbox Version
As we constantly work to improve our platform, we currently have three versions of Lunchbox:
Lunchbox 1.0 - Our first version. If you have this dashboard shown in the video below, you are a Lunchbox 1.0 client.
Lunchbox 2.0 - This version contains two different dashboards. 2.0 Old Adm and 2.0 New Adm
Note: Our exciting transition to Lunchbox 2.0 is still in progress.
For now, we suggest you use 2.0 Old Admin for the following features:
call center
menu editor
reports
For all other features, including design tool and POS Error Logs we suggest you use the 2.0 New Admin.
Please review our Dashboard Training Video to learn more about navigating both dashboards.
IMPORTANT: All our restaurant partners will eventually be migrated to Lunchbox 2.0 New Admin Version. In the meantime, it's important to know which version you use to help you search for articles in our Help Center Library.
Documentation
All restaurant partners are given access to the Lunchbox Help Center, which provides several helpful resource articles to help you manage your brand.
Share these resources with your managers and other stakeholders involved with your online ordering experience so they have the necessary documentation.
Visit http://support.lunchbox.io often to learn more. All you have to do is ask a question on the search bar so we can guide you to your answer.
How to ask questions using the search bar?
We must be as detailed as possible when asking questions to ensure we will get the answer according to the version of Lunchbox you currently have. Here is a little example to guide you:
Live Chat
The bottom left-hand corner of the Help Center page has a Lunchbox support chat yellow button. Here, you can ask questions to a chatbot or live chat with an agent. If the chatbot can't answer your question, the Live agent will assist you with your concerns.
How do you ask the chatbot a question?
Note: You can start a conversation with Elby, our AI Virtual Agent questions, and it will suggest articles from the help center.
Use the same example to ask the chatbot questions you used on the search bar.
Let's see this in action:
Limitations
You can only reach out to live chat if it is within support hours. Otherwise, it asks you to leave a message, which will convert into an email.
Additional email addresses cannot be CC’d from the live chat feature. If you need to keep more people in the loop, email [email protected]
Email Support
Our support team is powered by Intercom and responds to emails within 30 minutes to help you with any of your customer support needs.
Step 1: Email [email protected] for assistance
Step 2: The more detail you can add to the request, the better
Restaurant Chain
Store # they are affiliated with
The platform they have a concern with
Web (Browser - whenever possible)
App (Phone Type - whenever possible)
Admin Dashboard (Section or Tab of the Dashboard - whenever possible)
Short but precise issue description.
Screenshots of the issue (whenever possible)
Step 3: CC multiple email addresses to your initial support email. Those CCd parties will receive the response to the Intercom ticket. If you forget to cc someone, don’t worry; you can CC them on the next response, and they will be added to the ticket.
Note: While we do not offer phone support, you can easily contact us through email. You can still email us if you require assistance outside our operating hours. We will address your concerns as soon as we are back online.
Customer Support Overview FAQs
1. What do I do if I haven’t received a response to my ticket?
Don’t hesitate to reply to the email you originally sent. This will add to the ticket you have already opened.
2. How often should I follow up on my ticket?
We are hard at work addressing your concerns. Follow-ups can be sent to the Intercom email thread, and we will do our best to provide the status.
3. Will Lunchbox notify me once the issue has been resolved?
Yes. If you do not see a response, please reply to the original email chain or directly to Intercom.
4. What do I do if my request is not currently something Lunchbox offers?
Submit a Product Enhancement Request through Canny! Canny is where you can add your feature requests to help Lunchbox grow! features.lunchbox.io
5. Why did my ticket close?
If a Lunchbox Support Agent has sent you a question and you don’t reply within seven consecutive days, the ticket will close automatically and send you an email. If your issue was not solved, reply to that email to continue the conversation.