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Interactive Voice Response (IVR) Notifications


Background

Olo provides the ability to have automated calls sent to the stores to alert a location of something that may need immediate attention. By default, all calls are made to the store number on file in the store settings in Dashboard. You can also provide an override number if the brand doesn't want the vendor phone number to be used for notifications. This will route all calls to that number instead of the store number provided for that vendor.

To set up an override number, please reach out to help@olo.com. IVR Calls come from the phone number: 646-480-6656.

 

What are the scenarios where we trigger an IVR call? 

Late Fail Scheduled Orders

If a brand is using the Olo scheduler to send orders and an advance order fails to transmit to the location at the fire time, we will call the store to let them know that the order failed. We also email the escalation email address and the customer to alert them. 

Woman Voice: Hello, this is Olo Online Ordering with an order alert. An order scheduled for preparation starting now has just failed to bill or transmit to the Point of Sale. The customer has been notified by email.
Man Voice: Please login to the Olo Dashboard to lookup the order details and prepare this order for the customer. Please ask for payment from the customer at the store.


Emailed Orders: 1st Call

If a vendor receives orders via email and they are on a standard escalation plan and they haven't accepted the order within 1 minute of order transmission, they will receive an IVR call asking them to accept the order.

Woman Voice: Hello, this is Olo Online Ordering with an order alert. An online order has been sent to your store but it has not been confirmed.
Man Voice: Please confirm this order as soon as possible by clicking the link in your email or using the Olo Dashboard. Log into the dashboard at my.olo.com to confirm this order.


Emailed Orders: 2nd Call

If a vendor receives orders via email and is on standard escalation plan and they haven't accepted the order within 8 minutes of order transmission, they will receive an IVR call asking them to accept the order.

Woman Voice: Hello, this is Olo Online Ordering with an order alert. The online order sent to your store has still not been confirmed. This is the second notification for this order. Please accept this order as soon as possible by email or using the Olo Dashboard.
Man Voice: Log into the dashboard at my.olo.com to confirm this order.


Emailed Orders for End of Day Unaccepted Orders

This will only be sent if the vendor is using transmission mode as email. The call will occur one hour before the location closes if there are any outstanding orders. 

Woman Voice: Hello, this is olo online ordering with an order alert. Your store has one or more online orders waiting for a response.
Man Voice: Please login to the online dashboard or check your order email account and respond as soon as possible. Login to the dashboard at my.olo.com. Thank you.


Fax Success 

If an order is transmitted to a store via fax (i.e. we didn't receive an error), we will call the store to let them know and to ask them to confirm that it has been received. If they press 2, they will have the order read to them over the phone.

Note: This will also happen with vendors who use POS with fax backup when an order is faxed

Woman Voice: An online order is waiting in your fax machine.
Man Voice: Please press 1 if you have received this order. Press 2 for help. Press 9 to connect this call with the customer.


Fax Failure

If we are unable to get a response back from the fax machine that the order went through, we will call the store to let them know that we tried and to either look up the order in the Dashboard or press 3 to have it read to them over the phone.

Note: This will also happen with vendors who use POS w/ fax backup when an order is faxed

Woman Voice: An online order was sent to your fax machine but we could not confirm transmission.
Man Voice: Please check my.olo.com to view the order. Alternatively, press 3 to hear the order now.


DSP Cancellations

If a delivery is canceled by a Delivery Service Provider (DSP) then the vendor will receive a phone call notifying them. The call would be triggered for all DSP initiated cancellations. 

Woman Voice: Hello, this is Olo Online Ordering with an order alert. A Dispatch order has been cancelled by the delivery service provider. Your customer has been notified by email. For more information, please check the Olo Dashboard or the email that receives delivery cancellation notifications.


FAQ:

Q: What if the brand is using a phone tree (e.g. press 1 to hear our hours, press 2 to speak to the store)? Is there any way to send the IVR call to a different phone number than the store phone number? 

A: While we do not have the ability to set specific number presses with our IVR calls, we do have the option to override IVR calls to an alternate number. To set up an override number, please reach out to help@olo.com.

 

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