The Conversations tab gives you access to every exchange between your customers and your restaurant. In each conversation, you also see the linked order: who ordered what, where the order stands — all the context in one place.
Two kinds of conversations
- Conversations without a problem: the day-to-day. A customer orders, asks a question, follows their order. The AI clerk handles them end to end, there is nothing for you to do.
- Conversations to handle: the ones where something went wrong. When the AI clerk faces a situation it cannot resolve on its own (a complaint, a delivery issue, an unhappy customer), it creates a bot report: a flag that surfaces the conversation in the conversations to handle, so your team takes over.
Running your customer support
Customer support happens directly from the conversation:
- Open the flagged conversation and read the history: the customer’s messages, the AI clerk’s replies, the order involved.
- Choose how to reply. Two options: reply by hand (your message goes out from the same WhatsApp number as the AI clerk — for the customer it is one seamless conversation), or give the AI clerk an instruction, and it handles the reply and the rest of the conversation.
- Act on the order when needed. From the conversation, open the linked order to refund it, fully or partially. How refunds work (restaurant issue vs Uber issue) is explained in Managing orders.
Special case: the problem comes from the delivery (Uber). The principle stays the same: first, you refund the customer. You then fill in a complaint form to Uber, available from the order, and Uber reimburses you. The step-by-step detail is in Managing orders.
Taking a conversation fully out of the AI
For a serious problem, you can decide to take the conversation away from the AI clerk and handle it entirely by hand: the AI no longer intervenes, and your team keeps control end to end until you decide to hand it back.
Guiding the AI clerk over time
Beyond a single conversation, you can give the AI clerk permanent AI instructions: your house rules, your recommendations, the answers to recurring questions. The clerk applies them in all its future conversations.
If you catch yourself answering the same question over and over, that is the
sign an AI instruction would do the job for you.
