Search

How does Phone work?

In this article, you will find everything you need to know about Phone: what it is, its benefits, how to configure it, and how it works for you and your team.

Summary

  1. What are the benefits of using Phone?
  2. What are the prerequisites for setting up Phone in a restaurant?
  3. How does Phone change the lives of restaurateurs?
  4. What are the possible configurations?
  5. In what order are the possible configurations?
  6. How does call history work?
  7. Support & Related Articles

 

1. What are the benefits of using Phone?

⏱️ Save time daily with automatic customer contact information entry.

👋 Adapt telephone greetings to the caller, whether it's a customer, company, or presciber.

🔝 Personalize the customer journey with a summary of the customer record (status, number of reservations, cancellations, no-shows, reviews, etc.) and the context of their previous and/or next reservation, which is shown during the call.

 

2. What are the prerequisites for setting up Phone in a restaurant? 

Phone is a patented technology that connects a telephone line to one (or several) Zenchef accounts. This connection is physically made by installing a small box between the phone and the restaurant's internet box. The only requirement for this setup is the existence of a fixed phone line.

 

3. How does Phone change the lives of restaurateurs?

  1. 📞 Someone calls your restaurant.
  2. 🔍 Zencall searches your restaurant directory for a record (customer, influencer, or company) associated with the caller's phone number.
  3. 📋 A "pop-up" notification appears in real time on your ZENCHEF account, depending on the search result :
  • The caller's phone number corresponds to a company : 

  • The caller's phone number corresponds to an prescriber : 

  • The caller's phone number corresponds to a customer :

  • The caller's phone number does not correspond to any record : 

 

4. What are the possible configurations?

Important: the Phone feature does not target workstations/computers but Zenchef accounts.

 

NOMINAL CASE - LINKING A ZENCALL BOX TO A TELEPHONE LINE DEDICATED TO A RESTAURANT

  • Scenario: the restaurant has a dedicated telephone line (when someone calls this number, they are trying to reach the restaurant).
  • Installation: in this simple case, a Phone box is installed on the telephone line and linked to the restaurant's Zenchef account.
  • Appearance of the notification: when the telephone rings, the pop-up appears on all workstations (computers, telephones) on which the restaurant's Zenchef session is open.

SPECIAL CASE - LINKING A Phone BOX TO A TELEPHONE LINE DEDICATED TO A GROUP OF RESTAURANTS

  • Context: a telephone line is dedicated to a group of restaurants [X, Y, Z] (when someone calls this number, it is impossible to know which restaurant they are trying to reach).
  • Installation: in this case, a Phone box is installed on the telephone line and linked to the Zenchef accounts of the three restaurants X, Y and Z.
  • Appearance of the notification: when the telephone rings, the pop-up appears on all workstations (computers, telephones) on which the Zenchef session of one of the restaurants X, Y or Z is open.

Note: it is not possible to physically connect the same Phone box to several telephone lines. If a restaurant has several dedicated telephone lines, you will need to install a box on each of these lines and link each of the boxes to the restaurant's (same) account so that a call on any of these lines triggers the display of the pop-up.

 

5. In what order are the possible configurations?

NOMINAL CASE - INDEPENDENT RESTAURANT

  • Search order :
  1. Company file: is there a Company file with the caller's telephone number?
  2. Prescribers file: is there a Prescriber file with the caller's telephone number?
  3. Customer file :
  1. Is there a Customer file with the caller's telephone number as the main number?
  2. Is there a Customer file with the caller's telephone number as a secondary number?

SPECIAL CASE - GROUP RESTAURANT WITH "GROUP CUSTOMER FILE" ACTIVATED

  • Context: a restaurant [A] belonging to a group of restaurants [A, B, C, D].
  • Search order in restaurant [A] :
  1. Restaurant [A] Companies file: is there a Companies file with the caller's telephone number?
  2. Restaurant prescriber file [A]: is there a prescriber file with the caller's telephone number?
  3. Restaurant [A] customer file
  4. Restaurant [B] customer file 
  5. Restaurant [C] customer file 
  6. Restaurant [D] customer file

Note: the search algorithm stops as soon as a record has been found. So if a Customer record and a Prescriber record are attached to the same telephone number (a case which probably rarely occurs in practice), the notification will display the prescriber's information.

 

6. How does call history work?

  • Access your call history by clicking on the "Phone calls" icon.
  • View all calls made to the restaurant with the file identification or the telephone number if it is not attached to a file.

Note: this history does not identify answered or unanswered calls.

 

7. Support & Related Articles

Contact Our Support Team

For further assistance, feel free to contact Zenchef support via the chatbot available in your client dashboard or visit our Help Center.