Assign agents to the branches they serve
The root-store owner creates an agent account and assigns only the relevant root or child branches. On sign-in, the agent sees a dedicated phone-order workspace and the operating state of those assigned branches.
This boundary is important for both speed and privacy. An agent does not need access to settings, billing or unrelated branches to place an order correctly.
Start with the customer, then choose fulfilment
The agent searches by phone across the restaurant group customer directory, selects an existing customer or creates the needed details, and can reuse saved phone numbers and addresses. The agent then chooses the branch that will prepare the order; the system does not silently guess the nearest one.
Before confirming, the team should check that the branch is open, covers the address and can fulfil the requested items. That short verbal check avoids transferring a problem to the branch after the call ends.
Build the order from the selected branch menu
Once a branch is selected, the workspace loads that branch menu, modifiers, available prices and checkout options. The agent records the order type, address or delivery region, notes, coupon and payment choice while the server remains the final authority for item prices, tax, discounts and totals.
For a delivery address without map coordinates, the agent can use the available region and address details. An authorised agent can also enter a specific delivery fee when the situation requires it; changing the branch, address or order type clears that manual value so it is reviewed again.
Send a complete order to the branch
A submitted phone order receives its own call-centre number and appears in the chosen branch order flow with its source identified. From there it follows the configured live-order, printing, customer messaging, webhook and invoicing processes that apply to that branch.
The agent can copy the public tracking link for the guest when one is available, so the customer can follow the order without calling again.
Control corrections after the call
Mistakes happen while speaking and typing. Q-Orders allows a call-centre order to be revised only while it is still pending or confirmed, its payment is pending and no payment has been settled. Item and field changes are written to the order revision timeline.
This gives the agent room to correct a genuine error without turning a paid or advanced order into an untraceable rewrite. Once the order is no longer eligible, the team follows the branch’s normal operational process instead.
Use the daily view to manage the desk
Agents can filter their call-centre orders by period, branch and status, reopen the customer’s recent orders and reorder a previous basket when appropriate. Owners can review call-centre performance and export the available reporting data.
Before launch, test a new customer, an existing customer with more than one address, pickup and delivery, a delivery-fee adjustment, an order correction and a failed eligibility case. A short script for verifying the branch and repeating the final order will prevent more errors than a longer call script.
