Restaurants and food delivery
In the evening, when the phone rings non-stop, the agent handles order questions
Where the order is, how much longer it will take, whether the address can be changed, what a platter contains. Connected to Syrve (iiko), the agent looks up the client’s order and answers using the real data, while operators remain for what requires a human.
Calls from a restaurant with delivery, split by type
The customer asks where the food is
The agent finds the order by phone number and states what stage it is at, without anyone having to search in-house.
- Search by phone.
- Delivery status from Syrve.
- Transfer if the delay requires a decision.
Comment, address, cancellation
Comments on the order and, where your rules allow, changes or cancellation. The rest goes to the operator.
- Result
- Appointment moved
- Call language
- Romanian
- Summary
- The client asked for another day; the agent suggested Friday.
- Next step
- Confirmation SMS
Questions about products
Ingredients, weights, what is available today. The menu is synchronised from Syrve, so the agent does not recommend what has run out.
Website orders, confirmed by call
For orders that require confirmation, the agent calls the customer, checks the address and time, and marks the result.
- Order confirmationConfirmedIn conversation
- Appointment reminderNo answerIn conversation
- Delivery confirmationTransferredIn conversation
- Update dataRetryIn conversation
A Friday evening, illustrative
How the work is divided between the agent and the team during peak hours.
- What the agent handles
- Questions about the order status, comments for the courier, and questions about the menu.
- What remains with the operator
- Complaints about quality, compensation, large orders for events.
- What the kitchen sees
- Nothing new: comments and changes appear in Syrve, where the team already works.
- What the manager sees the next day
- Calls with the transcript and the reason for each one, so they know what generated the most calls.
What needs to be prepared
Access to Syrve (iiko)
Connecting the account so the agent can search for orders and products.
House rules
Until when an order can be changed, who approves a cancellation, what is said in the event of a delay.
Phone line
Redirecting the orders phone number to Kallina, all day or only when operators are busy.
Frequently asked questions
Can the agent take a new order by phone?
Technically it can be built, but we recommend starting with order status and confirmations. A new order requires clear rules about the menu, areas and payment, which we test separately.
Do you work with a system other than Syrve?
The ready-made integration for restaurants is Syrve (iiko). For another system with API, we use webhooks.
What does the agent do if the client is angry because of the delay?
It does not promise discounts it cannot give. It says what it sees in the order and, if the person asks, transfers them to an operator.
Can you also make table reservations?
The agent can note the reservation request and send it to the team or into a spreadsheet. We do not have integration with a specific reservation system.
Can you name the restaurants that use Kallina?
No, not without their written consent. In the demo, we show you the workflows, not client names.
Show us an ordinary evening of calls
We start from the real reasons your customers call.