How does restaurant call-center order taking work in Nexara?

What does the agent see when a customer calls?

An agent types the caller’s number into Nexara’s Call Center screen and sees the matching customer’s saved addresses and past orders. The agent can read the record while speaking to the customer. The dashboard works in Arabic and English.

For a returning caller, past orders give the agent a reference when the customer asks for “the usual”. Saved addresses reduce repeated entry for delivery orders.

Customer records belong to the restaurant. Addresses and order history stay attached to each record, and customers and orders can be exported as CSV files. The customer records your restaurant owns guide explains what stays with your business.

How does a phone order reach the correct branch?

Nexara keeps one live order queue per branch. Phone orders join website, app, table QR, Talabat and Careem orders in that queue. Open dashboard screens receive live updates.

The agent selects the branch that will fulfil the order. Printer rules then determine where its ticket prints inside that branch. Use this procedure for each phone order:

1. Enter the caller’s phone number and retrieve the matching customer record.
2. Confirm delivery or pickup. For delivery, ask which saved address applies or enter the current destination.
3. Select the intended branch and build the basket using its available items. Read back the chosen items and modifiers, including changes from a previous order.
4. Confirm the fulfilment branch and payment choice with the caller, then submit the order.
5. Check the order in the selected branch’s live queue. Configured printing rules send its ticket to that branch’s printers.

After submission, branch staff follow the order through statuses such as confirmed, preparing and out for delivery. They work from the order the agent entered. The live order board guide explains how staff use the queue during service.

How do cash, card and phone-order payment links work?

Selecting cash, card or CliQ on the Call Center screen records the customer’s intended payment method. A phone-order payment link is a separate way to request payment, and staff should check payment status before marking the order as paid.

A phone-order payment link lets the restaurant request payment outside the spoken call. Nexara’s HyperPay integration supports 3-D Secure and refunds. For prepaid orders, name the person who checks payment before the kitchen starts.

CliQ is available for phone orders, but not at storefront checkout. See cash, card and CliQ payment flows for the differences between phone orders and storefront checkout.

How does the ticket print in the right kitchen?

Each printing branch uses Nexara Printing on a local computer, with Windows as the primary platform. Standard ESC/POS thermal printers connect by USB or network.

Tickets route by branch, printer group and location. Groups include kitchen, bar and cashier. Product-category rules control what each machine prints, and work can be shared across printers of the same type. Receipt and kitchen-ticket templates are assigned per printer.

Nexara prints Arabic item names and modifiers, with English on the same ticket when needed. Check the kitchen’s actual printout during setup, including longer modifier names, so staff can judge readability at the station where they work.

If a printer fails, its tickets wait in the print queue. Staff can send its categories to another printer from the dashboard, or Nexara switches automatically to a configured backup. During a connection outage, orders keep arriving in the cloud and printing catches up after reconnection; the live board needs internet access. Keep a phone hotspot beside the branch computer.

Can an agent catch an unfinished phone order?

Nexara shows an unsaved-order warning when an agent leaves an unfinished entry. If a call is interrupted, resolve the draft with the agent before leaving the screen, then review recorded abandonment reasons in the Call Center tab in Charts & Reports after service.

What if the caller has a complaint?

Agents can log complaints directly from the call screen when someone calls about an earlier problem. Record the complaint while the customer is on the line, then pass it to the person responsible for follow-up.

Complaint cases support routing and escalation with handling time limits. Their status can show whether a case is open, escalated or resolved. Nexara also supports a customer blacklist. Decide who handles complaint cases and which staff should use the blacklist before opening access to the team.

Which plan and setup do phone orders need?

Call Center is a Pro-plan feature. Nexara has a free plan plus paid plans per branch in Jordanian dinar, with current rates on request. Include the branches receiving phone orders and their printing needs in the setup discussion. The Nexara feature catalogue covers the wider platform, and the Nexara FAQ explains subscription and setup details.

Nexara charges 0% commission on the restaurant’s own website, app and call-center orders. You pay the subscription separately. Talabat and Careem retain their own commissions on the orders they bring.

Open Call Center in a browser at the agent’s desk. Install Nexara Printing at each printing branch. Use these demonstration acceptance checks:

1. Confirm telephone compatibility using your telephone-system details, including what staff will see when a call arrives.
2. Confirm that the payment-link demonstration is performed by the super-admin with access through the integration platform. Ordinary call-center staff cannot be assumed to have this access.
3. Verify that kitchen tickets and receipts print at the correct branch, with readable Arabic modifiers and only the categories assigned to each printer.
4. Leave a test draft unfinished and check that the unsaved-order warning appears before leaving the screen.

Nexara sits beside the till as the order and operations layer.