Distinguish collection, delivery and staffed-service requests

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

The decision this workflow supports

The word catering can describe very different expectations. A caller may want food collected, a delivery, or staff at an event. A useful intake identifies the requested format before discussing details that depend on it.

Put the review process in place

Use a small set of understandable format choices and allow an unsure answer. Record the caller’s preference even if the restaurant has not confirmed that format is offered. Route unfamiliar requests to the catering owner instead of treating every catering inquiry as a delivery.

Worked example for your team

A fictional caller begins by saying they need catering for a gathering, then explains that a colleague might collect it if delivery is unavailable. The inquiry should record delivery as the preference and collection as a possible alternative, not choose one on the caller’s behalf. Staff can then discuss the feasible arrangement. Include a third possibility such as requesting staff at the venue, and check that the assistant treats it as a separate scope question. A format label is a request category; it is not proof that the restaurant offers that service.

Sample wording to approve

“Are you looking to collect from the restaurant, request delivery, or ask about staff attending the event? I can record your preference; the team will confirm what is available.” This wording is a draft for the restaurant owner to approve before use.

Fields for the staff handoff

Staff need requested service format, event location area, date, guest count, and unanswered service question. Mark uncertain details explicitly and keep the requested action separate from anything restaurant staff have already confirmed.

Acceptance tests before use

A collection inquiry does not ask for a delivery appointment. An uncertain caller can continue. An unapproved service format is not sold as available. Record the observed result, assign any mismatch, and repeat the affected scenario after correction.