Automated order taking from multiple channels (website, apps, phone)

Purpose

1.1. Centralize and automate customer order intake from website, mobile apps, and phone.
1.2. Eliminate manual entry errors and delays by funneling all orders into one digital system.
1.3. Integrate orders directly with kitchen displays, POS, and delivery management.
1.4. Enable real-time tracking, notifications, and faster turnaround for both customers and staff.
1.5. Support SMS, IVR, chat, third-party delivery apps, and custom portals to capture maximum market share.

Trigger Conditions

2.1. New order placed on website order page or app.
2.2. Customer sends SMS/WhatsApp for ordering.
2.3. Incoming call placed to order IVR or virtual agent line.
2.4. Order notification received from third-party food aggregator.
2.5. API webhook received from partner channel indicating new order.

Platform Variants

3.1. Twilio Programmable SMS
• Feature/Setting: SMS webhook; Configure incoming message handler for order keywords; Set up phone number messaging.
3.2. Twilio Programmable Voice
• Feature/Setting: IVR setup; Configure voice-to-text and DTMF for order capture.
3.3. WhatsApp Business API
• Feature/Setting: Webhook for inbound messages, automated order intent recognition via chatbot logic.
3.4. Meta Messenger Platform
• Feature/Setting: Messenger Webhooks, Quick Replies; Set receive hooks for 'order now' flows.
3.5. Google Dialogflow
• Feature/Setting: Fulfillment webhook for conversational order intake from voice/chat.
3.6. Shopify API
• Feature/Setting: Order Creation Webhook; Create App for custom API endpoint listening for orders.
3.7. WooCommerce REST API
• Feature/Setting: Orders endpoint “POST /orders”; authenticate, parse payload for new orders.
3.8. Zomato Partner API
• Feature/Setting: New Order Notification webhook, poll or listen for order push.
3.9. Swiggy Partner Integration
• Feature/Setting: Webhook for real-time order push; payload parsing.
3.10. Uber Eats Order API
• Feature/Setting: Listen for Order Webhook events; link with kitchen management.
3.11. JustDial Food Order API
• Feature/Setting: Define incoming order endpoint; extract order details for workflow trigger.
3.12. Zendesk Sunshine Conversations
• Feature/Setting: Webhook for new order messages; integrate messaging across channels.
3.13. Google Forms + Google Apps Script
• Feature/Setting: OnFormSubmit trigger to monitor order form submissions.
3.14. CallRail
• Feature/Setting: Call webhook for tracking and converting phone orders to digital tickets.
3.15. HubSpot Forms API
• Feature/Setting: Form submission webhook for online order forms.
3.16. MS Teams Bot Framework
• Feature/Setting: Incoming webhook for order commands within Teams chat.
3.17. Slack Incoming Webhooks
• Feature/Setting: Parse messages for order details sent to channel/webhook.
3.18. Freshworks Freshchat API
• Feature/Setting: Message received webhook; bot handles order intake dialog.
3.19. Telegram Bot API
• Feature/Setting: newMessage handler for order command, reply with menu and confirmation flow.
3.20. Amazon Lex
• Feature/Setting: Lambda fulfillment for voice/chatbot order intent; connect to order system.

Benefits

4.1. Consistent, accurate order intake from all digital and phone sources.
4.2. Drastically reduces manual workload, errors and missed orders.
4.3. Scales easily as new channels or apps are added.
4.4. Real-time order tracking, faster kitchen response, improved customer experience.
4.5. Audit-ready logs for each order regardless of channel, improving analytics.