Disclaimer: This article is for Lunchbox 2 Enterprise customers only. If your dashboard header looks the same as below, you are in the right place:
Call Center Overview
For your convenience, Lunchbox includes a Call Center module.
The Call Center is a powerful tool allowing your staff to manually place orders for guests, edit orders, a customer lookup, view guest order history, save an order as a quote, and view all placed orders. This can be done on all Service Types and for Multiple Locations, utilizing Lunchbox’s location finder and POS integration.
Table of Contents
This guide will show you how to access the Call Center and it’s features, look up an existing customer, register a new customer, and place an order for a customer.
A guest calls into the phone number associated with your location’s Call Center→a staff member picks up and places the order for the guest→the guest receives a confirmation email for their order→orders are directed to the POS in the same manner an online order would take place.
You can associate a 1-800 number or your location’s phone number with the Call Center. When a guest calls this number an authorized staff member will be able to take the guest’s phone order. This feature can be set up for multiple locations and Lunchbox’s location finder and POS integration will be able to connect the order with the correct location.
The guest will call the number you provide on your website or receipt in order to access the Call Center. If you have multiple locations, each location can have their own phone number to associate with the Call Center.
Accessing the Call Center
Step 1: Click the account icon in the top right corner of your site:
Step 2: Login with your management account credentials:
Step 3: Click the gear icon in the top right corner that displays after successful login, which will open your Management Dashboard in a new tab:
Step 4: Click on Call Center at the top left of the management page:
Step 5: The Call Center Home Page will display with 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 Dropdown 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:
The Call Center is a great way to do the following:
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
It is up to you which staff members have access to the Call Center when assigning their roles to the Admin Dashboard. If you assign a staff member to the Call Center they will see it as an option page to navigate to on 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.