Overview

The hospitality solutions streamline the process for companies hosting events to receive and fulfill orders. For instance, an exhibitor at a trade show with a coffee stand can offer drinks to guests. A staff member scans a visitor's badge, gathers additional information, and takes their order. This order is then relayed to a barista, who prepares and delivers the beverage to the guest. This efficient system not only smooths out operational workflows but also provides valuable engagement metrics to the exhibitor.

An order form is a ULC capture form that is set up to be used for ordering items.

This article walks through setting up and using order forms.

Enabling Hospitality on Your Account

The hospitality feature needs to be enabled by your Captello representative.

Creating the Form

To create a capture form, follow the steps below:

Navigate to Events > Capture
From the top right of the screen, click on New.
Select ULC and enter the form’s details. For more information about form details, refer to Creating an Event.

Now you can set up your order form and add items to it!

Enabling Order Management

Enabling order management is necessary to be able to add order items to the form.
To enable order management, follow the steps below:

Navigate to the form’s Properties tab and turn on the Order Management toggle.
Once order management is turned on, two more options appear.
- Allow claiming option: Give an option to users to claim orders. When an order is claimed by a user, it goes to their claimed list.
- Require claim before marking as ready: Require users to claim orders before being able to mark the order as ready (done).

Adding Items to the Form

To add items to the form, follow the steps below:

Navigate to the fields tab and add the form elements Order Checkbox and/or Order Radio Button.

Click on the added fields and add the desired choices.
Use the up arrow icon to the right of the field to upload a thumbnail image for your item.

Note that the order fields are currently not supported by web view, and can only be used with the Captello mobile app.

Allowing Notes and Quantity Collection

You can add notes and quantity to each order field. To do that, click on the desired field, and turn on the following options from the field properties.

Your form is now ready to place orders!

Placing Orders

To place orders, launch the Captello app, tap on your capture form, and tap capture. Now you can start adding items to the order, along with quantities and notes (if enabled from field settings).

When you submit the order it will show up in the form’s orders list. Below are more details about handling orders from the orders list.

Handling Orders

To access your orders, navigate to the Captello app home screen, tab on your form and tap Orders.

Orders Page

New Orders

In the orders page, you will see any new orders, which are orders that are not claimed by anyone.

Claiming or Cancelling an Order

There are two ways of claiming or cancelling an order, explained below:

Swiping right: This gives you the option to quickly claim or cancel an order.

Tapping the order: Tapping the order will open up a page including the order details, along with a Cancel order button and a Claim order button.

When an order is claimed, it goes under the ‘In Progress’ tab. The user’s profile picture will be shown on the order preview.
When an order is canceled, it also gets assigned to the user who canceled it, and it goes under the ‘Canceled’ tab.

Marking an Order as Ready

If the toggle ‘Require claim before marking as ready’ is turned on from the form properties, the option to mark the order as ready will also be available. Otherwise, it will only be available for claimed (pending) orders.

To mark an order as ready, tap the order, and tap Mark as ready from the order details.

When an order gets marked as ready, it gets assigned to the user who marked it, and it goes under the ‘Ready’ tab. Below are more details about each tab.

In Progress Tab

The 'In Progress' tab contains orders that have been claimed. Each order will have a profile picture of the user who claimed the order.

From here, you can release (unassign), or cancel an order.

When an order is in progress, its details will include the following:

Order received: shows how long ago the order was received. It also shows the order’s day, date, and time.
Assigned to: shows who claimed the order.
Preparation time: shows how long the order took to prepare. This is the time the order was submitted to the time it was marked as ready.

Releasing, Cancelling an Order, or Marking the Order ready

Releasing an order moves it back to the ‘new' tab, canceling an order moves it to the 'canceled’ tab, and marking an order as ready moves it to the 'ready' tab.

Swiping right: Swipe right to quickly release or cancel an order

Tapping the order: Tapping the orders will bring up order details, where you also can release, cancel the order, or mark the order as ready.

Ready Tab

The 'ready' tab contains orders that are marked as ready. From this tab, you can reopen an order if necessary.

Reopening a Ready Order

Reopening a ready order moves it back to the 'in progress' tab.

Swiping right: To quickly re-open an order, swipe right.

Tapping the order: Tap an order to bring up its details, where you can also reopen it using the reopen order button.

Canceled Tab

The ‘canceled' tab contains canceled orders. From this tab, you can reopen orders to move them back to the 'in progress’ tab.

Reopening a canceled order

Swiping right: Swipe right to quickly reopen the canceled order.

Tapping the order: tap the order to bring up the order details, where you can reopen the order by clicking the reopen button.

Sorting Orders

There are many sorting options, such as oldest first, newest first, and alphabetically.

Sorting can be applied to any of the tabs.

To sort orders, use the sorting icon on the top right as shown:

Security Permissions for Order Actions

To restrict certain actions for users, you can change their security profile permissions under the ‘Hospitality’ section. Here is a list of permissions that an admin has control over:

Cancel new orders: allows the user to cancel new unassigned orders.
Cancel other’s orders: allows the user to cancel other users' orders.
Claim orders: allows the user to claim orders.
Complete new orders: allows the user to complete new unassigned orders.
Complete others orders: allows the user to complete other users' orders.
Releases others orders: allows the user to release other users' orders.
Reopen others canceled orders: allows the user to reopen other users' closed orders.
Reopen others ready orders: allows the user to repoen other users’ ready orders
View new orders: allows the user to view unclaimed new orders.
View others assigned orders: allows the user to view orders assigned to other users.

Order Actions

Order actions are fulfillment actions, triggered when an order is created, updated, assigned, completed, canceled, released, or reopened.

It can be used to notify a customer of their order status. For example, it can email a customer confirming that their order is taken, being worked on, or completed.

Below is a guide for creating an email with order details, and sending it with fulfillment actions to customers.

Setting up an Email with Order Details

Setting up the email with order details is the first step in the process. To set up the email, follow the steps below:

Navigate to Content > Email.

Click on ‘New'.

Enter the email’s name and subject, and click ‘Continue’.

For a simple drag n' drop builder, click on ‘Start with a Template’.

Select the email layout. For simplicity, we are selecting a 1 Column layout.

Click on the email’s body to change the content.

Click on ‘Fields' to add the order details merge field.

From ‘Category’, select ‘Form Orders' and click ‘Insert’.

Setting up Fulfillment Actions to Send Emails with Order Details

To set up an email fulfillment action for orders, follow the steps below:

Click on the settings icon for the order form.

Choose the trigger for the email action by clicking on one of the gear icons.
In our example, we are selecting ‘Order Created’, to send a confirmation to a customer that their order has been confirmed.

From ‘Select Action', select ‘Send Email’

From ‘Select Email’, select the email that contains the order details merge field.

From ‘Send from Prospect Owner’, select sender details.

In our example, we are using a custom sender and reply-to emails.

Click ‘Save’.

An Example of Order Emails

Here is an example of how an order email will look like:

Exporting Orders

To access order history for an order form, click the ‘Manage Orders’ hyperlink shown under the name of your form.

You will then be able to apply filters as desired, and export the orders from the ‘Options’ drop-down as shown: