Take orders over the phone with Voice Commerce

Voice Commerce lets callers place orders by speaking to your agent. Your menu or product catalog is loaded into the agent, and orders arrive in a real-time inbox you can act on.

Prerequisites

• Voice Commerce must be enabled on your agent. Contact support if you do not see the Orders section in your sidebar.

• Your agent must be live (active) with a phone number.

Set up your catalog

Your catalog defines what callers can order. You manage it from your agent's Catalog tab.

Upload via CSV

1. Open your agent and select the Catalog tab.

2. Click Import CSV and upload your menu file.

3. The required columns are name, price, and category. Optional columns include description and sku.

4. After upload, the catalog table populates with your items.

Manual edits

You can add, edit, or remove individual items from the catalog table without re-importing. Click any row to edit it inline.

Receive and manage orders

1. In the sidebar, click Orders.

2. The Orders inbox has four tabs: Active, Ready, Completed, and All.

3. Active orders are those still being prepared. Click View on any order to open its detail page.

Order detail page

From the order detail page you can:

• See the full list of items, quantities, and the order total.

• Mark the order status to track progress through your kitchen or fulfillment workflow.

• Resolve any issues flagged on the order.

SMS notifications for orders

You can receive an SMS alert when a new order arrives. Go to Notification Preferences (bell icon, top right) and turn on New order for the SMS channel.

What to expect

Orders appear in the inbox in real time as callers complete them. The page refreshes automatically — you do not need to reload it. Each order includes the customer's name or phone number, the time it was placed, and the total amount.

Troubleshooting

No orders appear after a test call. Make sure voice ordering is enabled on your agent and that your catalog has at least one active item. The agent cannot take an order if the catalog is empty.

Items the caller ordered are wrong. Check that the item names in your catalog are short and unambiguous. Names like "Large Pizza" work better than "LP" for voice recognition.