Slice Phone
Slice Phone helps your shop handle more calls without missing a beat. When you enable it, every incoming order is answered by a dedicated team trained to sound just like your staff, and placed directly into your Slice Register. Agents use your Register menu, quote your ETAs, and follow your upsell preferences so the process is fully integrated with your system.
If your shop needs it, we also offer Spanish Phone Ordering as an option. With this option, bilingual agents can greet and take orders in Spanish or English, while still placing them in English through your Slice platform.
Phone agents only take new orders; they do not handle complaints, refunds, or callbacks. If a customer calls with an issue, the agent will contact you so your shop can resolve it. If an error occurs on an order the agent just placed, they will reach out directly, either by calling your shop or sending a WhatsApp(iOS/Android) message.
Your shop’s main line forwards to Slice, and a secondary line stays open so our team can reach you when needed. You’ll work with our onboarding team to set everything up and walk through each step to make sure you’re ready to go live.
The Slice Phone setup follows three phases to make sure your shop is fully supported and comfortable with the service:
Onboarding
This is the setup and configuration stage. Our team works with you to forward your shop’s phone line, confirm your menu, and set up your communication channel in WhatsApp. We also ensure that your preferences for upselling, prep times, and hours are documented, so our phone team can answer calls just as you would.
Hypercare
Once onboarding is complete, we go live with limited coverage. During this period, the Slice Phone team typically handles about 50 to 70 percent of your incoming calls while we monitor performance and make adjustments. The goal is to ensure that orders flow smoothly and the phone team quotes the correct ETAs, follows your menu updates, and matches your shop’s style of service.
Ongoing phone management
After hypercare, we shift to steady coverage. The Slice Phone team will now answer the majority of your incoming calls. You will continue to use WhatsApp to keep us updated on any changes such as hours, prep times, or menu edits, so the phone team can always represent your shop accurately. Slice Support remains available if any issues arise.
Onboarding
To start using Slice Phone, you’ll complete a short onboarding process with the Slice team and your phone provider. This setup allows us to answer incoming orders while keeping your shop accessible when needed.
Before your onboarding call, contact your phone provider and confirm these two things:
Unconditional call forwarding is enabled on your shop’s main line (calls always forward, no matter what)
Concurrent call forwarding is enabled (multiple calls can forward at the same time)
If you’re not sure how to ask, you can say:
“I need to confirm I can forward my main line to a new number so that multiple calls can be handled at the same time. I also need to confirm that my secondary line can receive multiple incoming calls at once.”Once your provider confirms both settings, you’re ready for onboarding.
During the onboarding call, you will:
Forward your shop’s main number to the Slice-provided number. Your onboarding representative will provide you with the number and assist you in testing it. If supported by your phone system, you can dial *72 followed by the Slice number to forward your line.
Provide your secondary shop number so our team can reach you directly. This number must:
Be different from your main line
Be able to accept multiple calls at once
Be staffed during business hours
Have no call forwarding active (dial *73 to deactivate if needed)
If you need help during onboarding, contact Slice Support at (888) 347-7391.
Menu and Configuration Call
Before you go live, we’ll schedule a one-hour menu and configuration call. This is not a training session. It’s a working session where we’ll build and adjust your setup together, while learning how your shop operates on a day to day basis. Everything we configure on this call helps us take phone orders just like your staff would.
During this call, we’ll work through two main areas:
Menu
Your full Register menu, including item names, modifiers, combos, and prices
Upsells you want us to offer and when
Hidden items that are not on the public menu but still available to regulars
Exceptions, like catering orders that should go directly to the shop
Special handling for things like large orders or Spanish-speaking customers
Configuration
Delivery zones and fees
Your preferred greeting when we answer the phone
How you want us to quote ETAs during busy hours
How to respond to a non-order question, like store hours or order status
Rules for accepting coupons and how to verify they are valid
Any VIPs who get special treatment, like someone who orders “the Johnny,” a special pie that your regulars know
WhatsApp setup. You’ll need to download WhatsApp on your shop phone. This is how you’ll communicate with your Slice Phone team for updates, questions, and urgent changes
Once the call is complete, we’ll go live with basic coverage. You can expect us to handle about 50 to 70 percent of your incoming calls during the hypercare period.
After that, you must keep your Phone team updated just like you would with any other employee. If you change your hours, update your menu, adjust pricing, or modify prep times, please notify us promptly. Send all updates through your WhatsApp group with the Slice Phone team. For any urgent or unclear matters, please contact Slice Support at (888) 347-7391.
Using Slice Phone
Once you’re live, here’s how Slice Phone works:
All calls to your main line forward to your Phone team
If all agents are busy or it’s after hours, the call goes to your secondary shop line
Slice Phone service is available every day from 10 AM to 1 AM Eastern Time
You keep your existing phone number—no changes needed
The phone indicator on your Register screen shows who is handling calls.
Green means the Slice Phone team is taking orders.
Red means your shop is handling calls.
This does not confirm whether call forwarding is active; if call forwarding is disabled, the indicator may still show green even though Slice is not receiving orders.
When a customer calls:
The Phone team answers with your custom greeting
They use your Register menu and follow your upsell preferences
They quote your ETA and place the order through a special internal system
The order goes straight into your Register with an ID starting in Phone
You’ll see the order appear with an ID starting with Phone. These act like online orders:
A phone icon instead of the Slice logo
A purple banner in the top-right corner of your Register
An Acknowledge button—tap this to confirm you’ve received the order
After acknowledgment:
The order moves to In Progress
If auto-printing is on, the kitchen receipt prints right away
If paid by card, you just complete the order when it’s ready
If unpaid, collect payment at pickup or upon delivery
You can edit cash orders and add tips to card orders just like any other Register order
To simplify things, you can turn on Auto-Confirm Slice Phone Orders under Order Settings > Auto-Confirm Orders.
If our team needs assistance during a call, we’ll reach out using your secondary contact number or the WhatsApp group. We’ll also automatically forward:
Calls from Slice
Calls from customers who’ve already placed an order
All calls are recorded for quality control. If there’s ever an error, please let us know. We’ll investigate and make it right.
Need help?
Contact Slice Support at (888) 347-7391.
Text Message Order Details
When a customer places a phone order with your shop through Slice Phone, they will now receive a text receipt. This helps your customers keep track of their orders and discover your shop’s online presence.
How it works
A customer calls your shop and places their order through the Slice Phone team.
If they call from a cell phone, they will receive a text with an ETA and a link.
When the customer clicks the link, they will see their order details.
What this offers to customers
They can see their order details and confirm accuracy.
They are directed to your website, encouraging future online orders through your most profitable channel.
If a customer spots an issue or needs to make a change, they must call back.
Shop actions and limits
Already active for all Slice Phone shops, no setup needed
Only applies to phone orders taken by the Slice Phone team
Does not apply to Slice Register orders
Links stay active until the order is picked up or delivered, then expire and direct customers back to your website
