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AI Voice Ordering Setup

Configure AI-powered voice ordering for your restaurant to handle phone orders, drive-thru, and in-app voice commands automatically.

Overview​

The AI Voice Ordering system uses advanced speech recognition and natural language understanding to take orders just like a trained staff member. It can:

  • Answer phone calls and take orders 24/7
  • Handle drive-thru ordering with low latency
  • Process modifications like "no onions, extra cheese"
  • Upsell intelligently based on the order
  • Forward complex requests to staff when needed

Getting Started​

Enable Voice Ordering​

  1. Go to Settings > AI Features > Voice Ordering
  2. Toggle Enable AI Voice Answering
  3. Choose your setup type:
    • Phone Orders Only - AI answers incoming calls
    • Drive-Thru - Integrated with speaker system
    • Full Coverage - All voice touchpoints

Requirements​

RequirementDetails
SubscriptionProfessional plan or higher
Phone NumberExisting or new number
Menu SetupComplete menu in system
InternetReliable connection (5+ Mbps)

Voice Settings​

Voice Selection​

Choose how your AI assistant sounds:

Standard Voices (Included):

  • Professional Female
  • Professional Male
  • Friendly Female
  • Friendly Male

Premium Voices (Add-On):

  • Custom brand voice (ElevenLabs)
  • Celebrity-style voices
  • Regional accents
  • Multiple languages

To select a voice:

  1. Go to Settings > Voice Ordering > Voice Selection
  2. Browse available voices
  3. Click Preview to hear each voice
  4. Select and Save

Voice Personality​

Customize how the AI interacts:

SettingOptions
Greeting StyleFormal, Friendly, Casual
PaceSlow, Normal, Fast
UpsellingAggressive, Subtle, Off
Confirmation StyleFull repeat, Summary, Minimal

Example Greetings:

  • Formal: "Thank you for calling Mario's Italian Kitchen. How may I assist you?"
  • Friendly: "Hey there! Thanks for calling Mario's! What can I get started for you?"
  • Casual: "Mario's! What can I get ya?"

Phone Number Setup​

Option 1: Get a New Number​

  1. Go to Settings > Voice Ordering > Phone Numbers
  2. Click Get New Number
  3. Search by area code
  4. Select a number
  5. Click Provision

Your AI will answer this number immediately.

Option 2: Port Existing Number​

Keep your current business number:

  1. Click Port Existing Number
  2. Enter the number to port
  3. Provide carrier account info
  4. Complete verification
  5. Wait for port (2-7 business days)

Option 3: Forward Existing Number​

Keep your number but forward to AI:

  1. Click Set Up Forwarding
  2. Get your dedicated AI number
  3. Set up call forwarding with your carrier
  4. Test the connection

Workflow Configuration​

Call Flow Builder​

Define how calls are handled:

Incoming Call
    ↓
Greeting ("Thanks for calling Mario's!")
    ↓
Intent Detection
    ├── "I want to order" → Order Flow
    ├── "What time do you close?" → FAQ Flow
    ├── "I need to talk to someone" → Human Transfer
    └── "I have a reservation" → Reservation Flow

Order Flow​

Configure the ordering experience:

  1. Menu Navigation

    • Voice: "Our menu includes appetizers, pizzas, pastas, and desserts. What sounds good?"
    • Let customer browse or go directly to items

  2. Item Confirmation

    • Repeat each item back
    • Confirm modifications
    • Suggest popular add-ons

  3. Upselling (Optional)

    • "Would you like to add garlic bread?"
    • "Our tiramisu is amazing, want to add one?"

  4. Checkout

    • Confirm complete order
    • Collect pickup time
    • Send SMS payment link or take card over phone

FAQ Handling​

Common questions the AI answers automatically:

Question TypeExample Response
Hours"We're open Tuesday through Sunday, 11 AM to 10 PM"
Location"We're at 123 Main Street, downtown"
Parking"We have a parking lot behind the building"
Reservations"I can help with that! For how many people?"
Allergens"I can check that for you. Which dish are you asking about?"

Human Transfer​

Configure when to transfer to staff:

TriggerAction
Customer requestsImmediate transfer
Complex complaintTransfer + alert manager
Large catering orderTransfer to catering
3+ failed attemptsOffer transfer

Transfer Message: "Let me connect you with a team member who can help. One moment please."

Drive-Thru Configuration​

Hardware Integration​

Connect to your existing drive-thru system:

  1. Speaker/Microphone - Works with most systems
  2. Order Display - Shows order on POS
  3. Kitchen Display - Sends to KDS automatically

Latency Optimization​

For drive-thru, speed is critical:

SettingRecommendation
Response TimeUnder 500ms
Phrase CachingEnable for common items
Barge-In DetectionEnable for corrections
Confirmation StyleSummary (not full repeat)

Drive-Thru Specific Settings​

drive_thru:
  greeting: "Welcome to Mario's! What can I get started for you?"
  confirmation: "summary" # Not full repeat for speed
  upsell: "subtle" # One suggestion max
  order_ahead:
    enabled: true
    message: "Are you picking up a mobile order?"
  lane_detection:
    enabled: true # If multiple lanes

Order Handling​

Order Confirmation​

The AI confirms orders before completing:

Full Repeat:

"So that's one large pepperoni pizza with extra cheese, no onions, one order of garlic bread, and two Cokes. The total is $32.47. Is that correct?"

Summary:

"I have a large pepperoni, garlic bread, and two Cokes for $32.47. Sound good?"

Payment Options​

Configure how orders are paid:

OptionHow It Works
SMS LinkSend secure payment link to customer phone
Card Over PhonePCI-compliant card collection
Pay at PickupNo payment required during call
Saved CardsReturning customers can use saved cards

Order Routing​

Orders are sent directly to:

  • POS - Appears as new order
  • KDS - Kitchen ticket created
  • Pickup Board - If digital signage enabled
  • SMS - Confirmation to customer

Testing Your Setup​

Test Call​

  1. Call your AI phone number
  2. Go through the ordering flow
  3. Check that order appears in POS
  4. Verify kitchen receives order

What to Test​

TestExpected Result
Place simple orderOrder appears in POS
Add modificationsMods shown correctly
Ask FAQAI answers correctly
Request humanCall transfers
Complex orderAI handles or transfers

Adjusting Based on Tests​

Common adjustments:

  • If AI misunderstands items → Check menu item names
  • If responses too slow → Enable phrase caching
  • If customers frustrated → Adjust greeting/pacing
  • If transfers too high → Add more FAQ answers

Analytics​

Voice Ordering Metrics​

Track performance in Analytics > Voice Ordering:

MetricDescription
Calls AnsweredTotal AI-handled calls
Orders CompletedSuccessful orders
Completion RateOrders / Calls
Avg Order ValueAverage ticket size
Transfer RateCalls sent to human
Avg Call DurationTime per call

Common Issues Dashboard​

See why calls failed or transferred:

  • Customer requested human
  • Item not found
  • Complex modification
  • Technical issue

Best Practices​

Make your menu AI-friendly:

  • Use clear, distinct item names
  • Add common nicknames ("pepperoni" for "Pepperoni Pizza")
  • Include phonetic hints for unusual words
  • Group modifiers logically

Staff Training​

Train staff on the system:

  • How to monitor AI calls
  • When AI transfers calls
  • How to take over mid-call
  • How to report issues

Customer Communication​

Let customers know:

  • "You may be answered by our AI assistant"
  • Post on social media about new feature
  • Add to voicemail if needed

Troubleshooting​

IssueSolution
AI not answeringCheck phone number is active
Wrong voiceRe-select voice in settings
Orders not appearingCheck POS integration
Poor recognitionReduce background noise
Calls droppingCheck internet connection

Get Help​

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