We are pleased to announce a new feature in our call center system that provides notification alerts to agents when the orders they create are accepted, voided, or declined. This feature aims to improve communication and keep agents informed about the status of the orders they handle, ensuring efficient order management.

Notifications:

1. Accepted (Pending to Active)
   
   
2. Declined (Pending to Declined)
   
   
3. Voided (Active to Voided)
   
   

Key Benefits:

1. Real-time Order Notifications: When an order created by a call center agent is processed by the restaurant, agents will receive real-time notifications regarding the status of the order. Notifications will be triggered when the order is accepted, voided, or declined from the cashier, ensuring agents stay up-to-date with the progress of their orders.
2. Seamless Communication: The notification alerts enable seamless communication between the call center agents and the restaurant, ensuring that agents are aware of any updates or changes related to the orders they handle. This facilitates quick actions and allows agents to provide timely updates to customers, enhancing the overall customer experience.
3. Efficient Order Management: With order notifications, agents can proactively address any changes in the status of their orders. Whether an order is accepted, voided, or declined, agents can take appropriate actions such as contacting the customer, making necessary adjustments, or providing alternative options if required. This streamlines the order management process and improves efficiency.

We are confident that the addition of order notification alerts will significantly enhance the order management capabilities of our call center agents, ensuring effective communication and improved customer service.

In this release 5.0.69, you will be able to control whether the Cashier can close orders without assigning a customer to the order, or not. 

Based on a new setting in the Console > Cashier Settings. You can enable the "Require Customer Info Before Closing Any Order". If enabled, this will prevent the cashier from proceeding to the payment page without assigning a customer. The customer selection screen will appear for the cashier to select a customer and proceed with payment. 

When sending orders from the sub-cashier to a kitchen device (KDS or Printer) the order status indicator automatically turns green after successfully sending the order to the kitchen, so that the cashier can have confidence that the order was successfully submitted without the need for manual intervention.

The latest release of the Cashier App introduces a significant enhancement by integrating with the Inventory Levels Report API. With this new feature, the cashier app gains the ability to retrieve real-time stock product quantities from the API. This implementation allows the cashier app to provide accurate information about available in-stock quantities to the user, thereby preventing the sale of products that are not currently available. The integration will be configurable at the business level through the Foodics Console.

Glossary:

• Stock Product: A product that is sold as is (without inventory items as ingredients) and is trackable in inventory.
• Inventory Levels: Represents the current quantity and cost per inventory item in the system, per branch.

Cashier Screenshot:

Console Setting:

Provide users with the capability to compare between different dates directly within the console dashboard, facilitating an efficient experience of comparing and analyzing data. This feature empowers users to gain valuable insights from their data by easily identifying trends, patterns, and changes over different time periods.  You can now select your preferred view such as day, week or month to be able to be compare between different dates periods.

We are delighted to announce a significant update to our call center system, providing agents with improved capabilities for managing and tracking delivery orders. With this release, agents will have access to real-time delivery status information from the Call Center, enabling them to efficiently handle customer inquiries and provide real-time updates to customers. 

To better serve customers and provide a tailored experience for them, agents can now easily read, add and update customer notes from the Call Center as shown below: 

Agents can also read the customer notes when viewing the customer insights, which will help agents get more details about the calling customer: 

To provide agents with improved capabilities for managing and tracking changes on orders, we have introduced an enhancement to help agents easily identify whether a request is an edit request or a void request. This enhancement will improve efficiency, enhance customer service and reduce manual human interactions. 

Edit Requests and Void requests sent from the Call Center on Active Orders might be rejected if the Cashier is offline. To enhance order accuracy and efficiency, we have enabled agents to resend a rejected edit/void request to the branch again with one button. This will minimize the back-and-forth interaction with the branch or the customer again to retake the changes done to an active order. It will also save time and efforts since agents will not be required to create another edit/void request from scratch. Overall. this feature will facilitate smoother order fulfillment that will improve customer satisfaction. 

When creating delivery orders, agents should make sure they take accurate addresses so that they can better communicate the address with the branch or the driver. We have introduced a structured and standardized way to capture addresses to streamline address collection, minimize errors, and ensure accurate delivery information for orders.

Call center agents will now have a structured form or interface to capture address details from customers. The form will include specific fields for street name, house number, residence type and any other relevant information based on the applicable address format. Agents can systematically enter the address details into these fields, ensuring consistency and accuracy.

For businesses based in Kuwait, extra fields are also shown such as the block, avenue and governate.

To be able to select the governate while creating or updating the customer address, the business should select the governate they operate in from the Console Settings. The cities selected from here will be reflected to the structured customer address taking.