Voice

Nuxa answers every call with your menu and policies, and hands off to staff when the guest needs a human. Use this guide to configure voice quickly.

Quick Setup (5 steps)

1. Connect your number

   • Add Twilio Voice and connect your existing number or a new DID.
   • Point the number to your Nuxa voice workflow.

2. Choose a greeting & tone

   • Keep it short: “Thanks for calling [Restaurant]. I can help with orders or reservations. What can I do for you?”
   • Set language/voice and allow barge-in so callers can interrupt.

3. Load menu, hours, and rules

   • In Knowledge Base, add menu items, modifiers, prices, hours, delivery zones, and fees.
   • Add reservation rules (party limits, deposits, blackout dates) and after-hours policy.

4. Add guardrails

   • Block orders outside kitchen hours.
   • Require contact for orders/reservations.
   • Cap party size and trigger escalation when policy is exceeded.
   • Escalate when confidence is low or payment is required.

5. Confirm and notify

   • Read back items, fees, and pickup/delivery time.
   • Send SMS confirmation (Twilio SMS/WhatsApp).
   • Post a concise summary to your staff channel or POS handoff.

Example Prompts

• Default system prompt
  “You are a restaurant assistant. Answer calls, take orders, and manage reservations using the menu, hours, and policies provided. Be concise, confirm details, and offer to text a confirmation. If you’re unsure, ask 1 clarifying question. Escalate to staff when confidence is low or a request breaks policy.”

• Order read-back
  “Confirm item names, modifiers, quantity, order type (pickup/delivery), fees, and ready/ETA. Keep it under 20 seconds.”

• After-hours
  “We’re closed right now. I can take your name, number, and request and text you when we open. Would you like tomorrow’s hours?”

Escalation Rules

• Confidence low after one clarification → transfer to staff/voicemail.
• Party size above limit or catering request → transfer or collect details and notify manager.
• Payment required (deposits/large orders) → transfer or send payment link if enabled.
• Sensitive topics or policy conflicts → escalate immediately.

Restaurant-Specific Examples

• Peak-time triage: “We’re quoting 25 minutes for pickup and 45 for delivery. I can place your order now.”
• Modifier handling: “Margherita pizza with extra basil and no cheese—ready at 7:15, total $18.40. Send confirmation?”
  -,Reservation alternative: “We’re full at 7:00. I can book 6:30 or 8:15 for 4 guests. Which works?”
• Delivery zones: “We deliver to zip codes 10001–10005. What’s your address?”
• Allergy safety: “We note allergies but cannot guarantee cross-contamination avoidance. Do you want to continue?”

Testing Checklist

• Call during open hours and after hours; confirm correct flows.
• Interrupt mid-sentence to ensure barge-in works.
• Try a menu item that doesn’t exist; agent should guide to alternatives.
• Attempt an oversized party; verify escalation or policy response.
• Confirm SMS/WhatsApp sends correct summary and timing.

Once voice is live, pair it with the Restaurant Playbook for ordering, reservations, and after-hours flows. Keep your Knowledge Base updated to avoid re-prompts or wrong quotes.