Selling more
Call centre
Menu: Sell → Call centre · Sell → Customers · Setup → Areas, Cities Who: call centre operator, manager and HOD — plus the owner
An agent takes an order into any outlet from a desk that is not a till. Delivery and takeaway only: a table booking is a different thing and is not in Sellify.
Before the first call
| Set up | Where | Why |
|---|---|---|
| Cities | Setup → Cities | So a customer and a branch can be filed by city |
| Areas | Setup → Areas | The delivery charge, the promise and the minimum order |
| Agents | Setup → Users | The three call-centre roles are company-wide, like an owner |
Areas
One area belongs to one outlet. An address in an area is served by that outlet and no other, so the agent never picks a branch and no two branches both think an order is theirs. Writing an area name a second time is refused, naming the outlet that already has it. A commissary is refused an area outright — it has no till, so it delivers nowhere.
| Field | What it does |
|---|---|
| Delivery charge | Left blank means fall back to the branch's charge — not "free" |
| Promise (minutes) | What the agent reads out. Worked out on the branch's clock |
| Minimum order | Measured on the goods after discount, never on the bill |
| Radius (km) | A number for a human to read out. No map, nothing is computed from it |
Out of radius warns. A shop that means it turns on
delivery.block_out_of_radius for that branch.
Taking a call
- Find the customer by phone.
0300 1234567and+92 300 1234567are one person — Sellify matches the number, not the punctuation. - Pick the address, which picks the area, which picks the outlet. The charge and the promise appear at once.
- Build the cart on the same screen a cashier uses. That is the point: a till and a call can never price one menu two ways.
- Confirm. The order is placed, not paid.
The order type is stated, not offered — the API refuses a dine-in call order.
What a confirmed order is
It holds no money, so nothing in the day close, the Z report or the sales reports changes. It takes no order number either — those restart every business day and are assigned when the money is taken, so a cancelled order must not burn one. It carries a call reference instead, and the real number arrives when the branch takes the money.
Refusals worth knowing
| Refusal | What it means |
|---|---|
| "Choose 2 for Drink." | A deal has a choice nobody answered |
| The minimum names the shortfall | So nobody does subtraction on the phone |
| The outlet's day is closed | A manager at that branch must reopen it. Not something to retry |
The customer
Stars are worked out from their orders, not typed by a manager — a rank somebody has to maintain by hand is a rank that is six months out of date.
A customer's own discount wins. When their standing discount and a campaign or promo both fit, theirs applies and nothing is asked — it was promised to them personally, and an agent should not adjudicate that on the phone. Only a cashier's own manual discount replaces it. It discounts the goods, never the delivery charge, and the company cap trims it rather than refusing the sale.
Giving one is the owner's or the HOD's, not a branch manager's — it is worth money forever. Every change is on the record: percent before and after, the reason, who and when. Blank dates mean standing; switching it off is a pause, not a deletion.
The branch answering
The branch sees new orders on its POS within about ten seconds and hears an alarm.
- Accept — the kitchen is told and the ticket prints. Accepting is what says somebody is
standing in that kitchen and has read it.
call_centre.auto_acceptcollapses the two for a shop that wants the paper immediately. - Reject — a void with a required reason, which the agent reads out to the customer. Nothing leaves the shelf or the till either way.
The alarm needs arming once. A browser will not play a sound until somebody has tapped the page — so the till shows a plain strip until it is armed. Tap it at the start of service. A feature that fails quietly at 8pm on a Friday is worse than no feature.
The board
Call centre → Board lists every outlet's unanswered orders, oldest first. Anything
unaccepted past call_centre.unaccepted_alert_minutes (5 by default) turns red. Ring the
branch. A till that is off the network hears nothing, and that cannot be fixed from our
end — the board is the other half of the answer.
Feedback and complaints
Menu: Sell → Feedback
Anybody who takes the call may record one — an agent, a branch manager, an owner. When it is filed against an order, the branch and the customer come off the order, so it cannot land on the wrong outlet.
- Categories are your own words for what went wrong (Setup → Complaint categories). A pizza shop's "cold on arrival" and a pharmacy's "wrong strength" are not one list.
- Resolving is its own act, so a branch manager can say what they did about a complaint against their outlet without being able to rewrite what the customer said.
- Editing and deleting are the HOD's, the owner's and Sellify's — the words somebody wrote down are evidence. Every edit and delete is on the record, and a delete is soft.
A day will not close over an open confirmed order
Named by its call reference. The kitchen is cooking food nobody has paid for; closing would refuse that payment when it came.