Route a catering delivery-area question

AssistCall team · Updated November 6, 2026 · Operational guidance to adapt and approve for your business

The decision this workflow supports

An event address may fall outside a restaurant’s usual service area, and past deliveries do not establish a current policy. The assistant should collect location context and use only the delivery-area information the owner has approved.

Put the review process in place

Ask first for the event area or postcode sufficient for staff review. Collect a full venue address only when the workflow needs it. Keep travel charges, minimums and availability out of the answer unless the restaurant has provided current approved wording.

Worked example for your team

A fictional event is planned in an area absent from the restaurant’s approved delivery description. The assistant should say that staff need to check it and collect the area with the event date. It should not infer coverage because the venue is nearby or because the caller remembers another delivery there. Ask the catering owner whether the location information is sufficient for the initial decision. If more detail is needed, make that a staff follow-up task rather than requiring a full address from every early-stage inquiry regardless of purpose.

Sample wording to approve

“I can check the published delivery-area information and record the event area for staff. The catering team will confirm whether delivery is possible and what arrangements apply.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need event area, venue name if useful, requested date, published policy consulted, and staff feasibility question. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

An unfamiliar area produces a staff check. Last year’s delivery is not treated as a guarantee. The intake avoids collecting address details that nobody needs yet. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.