Call Center agents can now copy the payment link directly from an order and share it manually with customers.

When an order is submitted using Online Payment, the order will remain in Pending Payment status until the customer completes the payment. If the customer does not receive the payment link by SMS, the agent can open the Pending Payment order, use the new Copy Payment Link button, and share the link manually through any preferred channel, such as WhatsApp, email, or chat.

This provides a reliable fallback when SMS delivery is delayed or unsuccessful.

Keeping track of what's available at each branch has always been a challenge for Call Center agents. To make order-taking easier and more accurate, we've introduced Real-Time Product Availability. Your Call Center now reflects exactly what each branch can sell, in real time. Agents can see which products are available or out of stock while creating an order, helping reduce orders for unavailable items, cancellations, order edits, and calls to branches to confirm availability.

To enable this, we have added two New Call Center Settings:

You'll find these under Console → Manage → More → Settings → Call Center. These settings let you choose how product availability is handled when your agents create orders.

1. Show Product Availability

When enabled, Call Center agents can see each product's availability while creating an order, including:

• Available products
• Out-of-stock items
• Remaining quantities

Out-of-stock products are clearly highlighted, making it easy for agents to suggest alternatives.

Important: This setting is informational only. It does not prevent agents from adding unavailable items to the cart.

2. Prevent Selling Out-of-Stock Products

When enabled, agents cannot add products that are out of stock or exceed the branch's available quantity. This setting is available only after Show Product Availability is enabled, since agents need visibility before availability can be enforced.

You can choose between two modes:

• Show Only – Agents can see availability but can still decide whether to proceed.
• Show + Prevent – Availability is strictly enforced, preventing orders for unavailable products.

Accurate Availability on the Call Center 

The Call Center now uses the same product availability rules as the Cashier, so your agents always see the same availability your branch staff sees.

This applies to all products, including:

• Stock-products (inventory-tracked items)
• Non-stocked products (products that aren't inventory tracked)
• Combos

Any change made in the Cashier or Console is automatically reflected in the Call Center, keeping your teams in sync and helping agents take more accurate orders.

Availability Checked Throughout the Order Journey

Availability is validated throughout the entire ordering process.

• While building the cart – Unavailable products are flagged immediately with live availability updates.

• While editing orders – If a product becomes unavailable while creating, editing, or reordering an order, agents are notified right away.
• Before submission – A final availability check runs before the order is submitted, preventing unavailable products from being sent to the branch.

• Across branches – Agents can view a product's availability at other branches, making it easy to recommend another pickup or delivery location when needed.

Who can enable this?

• This feature is available to all businesses using the Call Center.
• The settings can be managed by users with access to Call Center Settings. Both settings are disabled by default, allowing you to choose when and how to enable them.
• Once enabled, product availability automatically stays in sync with the Console and Cashier App, no additional setup required.

To better support address formats in Kuwait, we’ve enhanced the “Block” field in the Customer Address section. Previously, this field only accepted numeric values. It now supports text (alphanumeric) values.

Example: Block 3B (e.g., in Jabriya)

When entering a customer’s phone number, agents can now instantly see any active orders created today for that customer. This helps agents respond faster, avoid duplicates, and deliver a smoother customer experience.

The open discount field applies to the full quantity instead of each item. To make this clear, we’ve updated the field name and added a helpful tooltip.

Additionally, when you add a duplicate item with the same open discount, a confirmation popup will appear, allowing you to merge the discounts or keep the existing discount.

We are excited to announce that the Price Tags is now available on the Call Center, ensuring consistent pricing across both the Call Center and Cashier apps. This feature allows agents to easily assign price tags to orders during the order creation process.

When creating an order on the Call Center, agents can simply select a Price Tag. The prices will automatically update to match the selected price tag, ensuring price consistency and accuracy across Foodics Products.

To enable your agents to assign price tags on the Call Center:

1. Navigate to Call Center Settings on the Console.
2. Enable the Price Tags setting to allow agents to apply them to orders.
   
   

• Price Tags allow you to assign multiple prices to a single product, combo, or modifier option, helping you avoid duplicating menu items for different order sources and types.
• Draft Orders: If a draft order has a price tag, it will remain applied when submitted.
• Re-orders: Price tags will be maintained on re-orders to keep pricing consistent.
• Active Orders: Orders that are active and have a price tag will not be editable from the Call Center.

Reach out to us if you have any questions or concerns!

We’re thrilled to introduce a powerful new Loyalty Solution, fully integrated across all Foodics products, including the Cashier, Call Center, Customer Display, and Waiter App, as well as Online Platforms. Now, customers can effortlessly collect loyalty points from any channel and redeem them at any touchpoint. The best part? Customers can redeem points for actual cash, functioning just like a digital wallet!

To make loyalty programs even more flexible, we’ve added a Tier Management module for Marketing. This new module allows you to:

• Create and manage loyalty tiers effortlessly
• Customize tier names, benefits, and requirements
• Personalize tier colors, images, and other details

Points are automatically collected with every order placed through Foodics if you have the new loyalty solution enabled.

You can now access all loyalty details right in the Customer Profile, providing insights such as:

• Total loyalty points
• Cash equivalent value of points
• The tier the customer belongs to
• And much more!

Cashier users can now redeem loyalty points with cash directly at the cash register, processing transactions smoothly based on the customer’s request.

• Enter their phone numbers
• View their current points balance
• Decide how much to redeem

Call center agents now have the option to manage loyalty interactions effortlessly. They can:

• View customer loyalty details during calls, including points balance, cash value, and tier information
• Redeem loyalty points for customers, processing cash or loyalty transactions directly through the system
• Offer customers personalized insights about their loyalty status, tiers, and redemption options
  
  
  
  

Adding to that, customers who choose to pay via a link from the Call Center also have the option to view and redeem their loyalty points.

Beyond the above features, loyalty redemption is now available across all Foodics touchpoints, including:

• Waiter App
• Kiosk
• Online Apps
• And more!

If you’re interested in getting this solution for your business, reach out to us to learn more!

We’ve made it easier and quicker to search for international phone numbers in the Call Center! Now, you can search by any part of a number starting with a +, and our system will seamlessly find the existing customer or let you create a new one, ensuring a smooth and efficient experience.

Now, KSA clients can enable Payment Links in the Call Center immediately, even if the e-KYC process hasn’t been completed yet. This allows you to start accepting payments without delay, while a clear message notifies you about the account verification status, ensuring a smooth and transparent experience.

In this update, the following address fields, which previously accepted only numbers, now support both letters and numbers. This enhancement provides greater flexibility for users to accurately enter diverse address formats, accommodating various international address systems and improving overall data accuracy.

Updated Customer Address Fields:

• Building Number
• Floor Number
• Apartment Number
• Villa Number
• Office Number