Release Notes 64
Release #64 builds on the work started in Release #63 to rebuild the Call Centre panel, taking the Incidents tab to a new level of structure, clarity, and operational control. It also introduces smarter promo code logic that displays only the relevant information for each customer, a new promo code type for pick-up orders and ongoing enhancements to Arabic language support across the platform. Let’s take a closer look.
1. Call Center Panel: Update on the Incidents Tab
This release builds on everything introduced in MVP1 to create a proper operational workflow. Here’s what’s new:
Queue, In Progress and Resolved
The Incidents list is now divided into three clear groups at the top: Queue, In Progress and Resolved. 'Queue' shows all active incidents that haven’t been resolved yet. 'In Progress' shows all incidents currently being handled by the logged-in manager — so each manager sees their own personal task list, separate from everyone else’s. Resolved provides a clear overview of closed incidents.
Within each group, the list is divided into two sections: incidents assigned to you, the manager currently working in the system; and incidents assigned to other managers. This makes it immediately clear what belongs to you and what’s being handled by a colleague — there is no overlap or confusion.
Incident Details Panel
Clicking on any incident in the list on the left opens the details panel on the right. If an order has more than one incident, they are all visible in a dropdown menu in the header of the details panel, so managers can see the full picture of that order in one place without switching between views.
At the top of the details panel, you can also see the name of the manager that the incident is currently assigned to, which is useful when multiple people are working the queue simultaneously.
Reassigning Incidents
Sometimes things happen: a Call Center manager may need to step away, be pulled to another task or be unable to continue resolving a particular incident. Now, any manager can reassign an incident to themselves with a single tap. Open the incident and click 'Assign to me' to move it to your 'In Progress' list immediately. No coordination is needed and no orders are left unattended.
Accept Order for Vendor
For the 'Vendor not accepting' incident type, Call Centre managers can now resolve it directly from the 'Incidents' tab with a single action. The new 'Accept Order for Vendor' button makes this possible — so if a vendor is experiencing an issue and can’t accept an order themselves, they can call the Call Centre and the manager can handle it on their behalf without any additional steps or panel switching.
New Incident Type: Suspicious Cart Total
A new incident type has been added to the system: 'Suspicious Cart Total' for vendors. This incident is triggered automatically when a customer places an order with an unusually high cart total, flagging it for the Call Centre manager to review before the order can proceed.
The aim is to prevent fraud: the manager can verify with both the vendor and the customer that everything is in order. If confirmed, the order can be allowed to proceed. This incident only applies to cash orders — for online payments, funds are transferred to the system instantly, so the risk profile is different.
To configure this for your platform, a new setting has been added to the 'Settings' tab in the 'Call Center'. Here, you can define the cart total threshold above which the system will flag an order as suspicious. Set this threshold to match your market and your typical order values.
First Order Badge: More Context for Suspicious Orders
To enable faster and more informed investigation of high-value orders, the order header now includes a 'First Order' badge. This badge appears next to the current order status badge whenever the order is a customer's first on the platform.
When a Сall Сenter manager is reviewing a suspicious cart total incident, one of the first questions asked is: who is this customer? A large cash order from a long-standing customer is very different from the same order placed by someone who has never ordered before. With the badge visible at a glance, your manager can see this information immediately without having to dig through order history and decide how to approach the verification call.
Timestamped logs with incident stage markers
As promised in Release #63, the Events tab inside the incident order card has been updated. It now displays a detailed log of every event in the order’s lifecycle, each with a precise timestamp and a visual marker showing the stage at which the incident appeared in the flow.
This is a significant step forward for operational visibility. Rather than merely knowing that something went wrong, your managers can now see exactly when and at what point in the process it occurred, enabling them to understand what happened and what needs to be done much more quickly. As we continue to develop this feature in future releases, the Events tab will become an increasingly powerful diagnostic tool for your Call Centre team.
2. Instant Notification When a Personal Promo Code Is Assigned
When a personal promo code is assigned to a customer, they now receive an immediate notification. They won’t miss it and they won’t discover it by accident three weeks later — they’re notified right away when the intent to re-engage or reward them is at its highest. The time between assignment and order placement decreases, and conversion rates improve as a result.
3. New Promo Code Type: Pick-Up & Takeaway Orders
A new type of promo code is now available in the system, designed specifically for pick-up and takeaway orders. This opens up two distinct opportunities. Firstly, it provides partners with a targeted tool to grow the pick-up order segment — a channel that does not require a courier or delivery costs and often offers a faster experience for customers. Secondly, it provides a practical way to encourage couriers to place orders themselves, familiarising them with the platform and providing another customer acquisition path that doesn't rely on traditional marketing expenditure.
Pick-up promo codes can be configured in the Marketing panel alongside your existing promo code types, with the same conditions and targeting options available.
4. Improved Arabic Language Support
We are continuing to invest in improving the quality of the Arabic language experience across the platform. This release includes further improvements to the display of Arabic text within the system, building on the corrections made in previous releases. This brings the localisation closer to providing a fully accurate and natural reading experience for Arabic-speaking partners and their customers.
For partners operating in MENA markets, this demonstrates our ongoing commitment to providing a platform that feels locally developed, not just translated.
Release #64 builds on the foundation established in #63, bringing the Call Center closer to becoming a genuinely professional operational tool. It scales with your team, ensures that every incident is accounted for and enables fast, informed decision-making at any order volume. It also comes with smarter promo code logic and a new pick-up order type, giving you more precise tools with which to grow your customer base and reward the right people at the right moment.
Current Playfood partners, your Key Success Manager is ready to help you configure the new Incidents settings, including the Suspicious Cart Total threshold, and talk you through the updated workflow. Get in touch and let's get your call centre set up for the next level!
Exploring Playfood for a new project? Contact our Key Partners Manager to see the full platform in action and gain an understanding of the operational infrastructure that you would be building on from day one.
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