Follow up and keep an order record
Use WhatsApp for the customer conversation while managing preparation and payment from the saved order.
When a customer sends the prepared order summary, staff can reply in that conversation to clarify pickup, delivery, or payment. Keep the saved Neartail response as the operational record for preparing the order.
Match the conversation to the order
Ask for the same name, email, or order reference used on the form. Search for that information in Responses or the dashboard's Inbox, open the order, and compare the selections and amount.
If a customer sends a new message changing an item, update the order through your supported staff editing workflow. An informal chat message does not automatically change the submitted form or a production report.
Keep the handoff clear
| Customer asks | Staff action |
|---|---|
| Can I change the pickup time? | Check the business schedule and update the relevant order details |
| Have you received my payment? | Check the payment record and provider |
| Can I add another meal? | Review availability, revise the order, and confirm any amount difference |
| Is my order ready? | Check the fulfillment stage before replying |
Use consistent statuses so another member of staff can see what remains to do. Keep customer preparation and pickup details with the order so the kitchen does not need access to every chat.
Prepare and pack
Filter the relevant submissions and use production reports and packing lists. Check that the report includes the intended ordering period and excludes orders your team has canceled or chosen not to fulfill.
For a form that was submitted but has no WhatsApp message, review your stated confirmation policy and the customer send step before treating it as a confirmed order.