How to Take Customer Orders Through WhatsApp and Instagram
A complete conversational order is more than a list of items in a chat. The workflow must validate products and prices, collect required options, confirm the customer and location, calculate fulfillment costs, handle payment safely, create the operational order, and communicate what happens next.
Can a customer place a complete order inside a conversation?
Yes, if the catalog, pricing, location, payment, and order-routing systems are connected. RaddAI can guide discovery, build the basket, collect modifiers, confirm quantities, calculate totals, and present the customer with a clear final review before submission.
How are product and menu questions answered?
Answers should come from approved or connected product data: names, descriptions, prices, availability, ingredients, sizes, policies, and branch-specific menus. If a required fact is missing or contradictory, the agent should ask for clarification or escalate rather than guess.
Can the agent recommend and upsell?
RaddAI can propose relevant additions based on the current basket and configured rules—for example, a side with a meal or a compatible product accessory. Recommendations should be genuinely relevant, show the correct price, respect dietary or policy constraints, and never silently add an item.
How are modifiers and customer details collected?
Required choices such as size, quantity, preparation, color, address, contact information, or delivery instructions are collected as structured fields. The agent should repeat critical details in the final confirmation so the customer can correct mistakes before payment or routing.
How is the location checked?
A customer may provide an address, landmark, saved address, or location pin. RaddAI can normalize the information, identify ambiguous details, match it to configured zones and branches, and ask the customer to confirm when more than one location is possible.
How is the delivery fee calculated?
The applicable fee comes from the business’s configured zones, branch rules, order conditions, and connected delivery logic. It should be shown before payment or final confirmation, along with any minimum order or service limitation.
How are payments handled?
RaddAI can generate or route the customer to a secure payment flow through Paymob, Flash, Stripe, or another configured provider. Eligible cards, wallets, and other methods depend on the merchant account and market. Cash on delivery can be offered when the business marks the order and location as eligible.
How does the order reach the POS or kitchen?
After validating items, prices, customer details, branch, location, fee, and payment state, RaddAI can create the order or kitchen-facing ticket through a connected system such as BimPOS, Foodics, SimplyPOS, Shopify, Robooost, or a custom API. Integration mappings and failure handling must be tested before launch.
What happens after submission?
The customer receives a clear confirmation and supported preparation, dispatch, delivery, or collection updates. Conflicting order states, failed system calls, unavailable items, and unusual delivery exceptions should be held for verification or escalated instead of being represented as complete.