Cotswold Spice: WhatsApp Ordering That Knows Your Taste
Overview
Cotswold Spice, a beloved Indian restaurant set among honey-stone villages, wanted ordering to be as warm and effortless as its hospitality. The WhatsApp chatbot gives diners a personal, guided experience that answers questions, respects dietary needs, and completes orders in minutes—without downloads or new accounts.
Why WhatsApp
- No apps to download – guests simply message the restaurant.
- No new logins or passwords – recognised instantly by phone number.
- Personal, familiar experience – quick, conversational, and private.
The Solution
Personalised ordering that remembers you
The chatbot recognises customers from Cotswold Spice’s CRM using their phone number, greeting regulars by name and recalling favourites, spice preferences, and past comments. It makes thoughtful suggestions—like recommending garlic naan with a mild house curry or a cooling mango lassi when customers prefer gentler spice—helping guests discover new dishes they’ll love.
Menu intelligence and allergy safety
With deep knowledge of the menu and general food principles, the chatbot explains ingredients, preparation methods, spice levels, and common pairings. It understands allergens and allergies, clearly identifies risks (for example, nuts in Peshawari naan), offers safe alternatives, and notes special instructions for the kitchen—building trust with every interaction.
Seamless checkout and real-time updates
Once items are confirmed, the chatbot creates a unique order ID (e.g., CSO-38747) and sends a secure Stripe payment link: https://cotswoldspicepayments.co.uk?orderId=CSO-38747. Payment confirmation is instant—no need for the guest to report back—so the kitchen can start right away.
Customers receive live status updates at each stage:
- Being prepared
- Out for delivery (for delivery orders) or Ready for collection (for collection orders)
- Collected / delivered
Thoughtful follow-up and manager visibility
One hour after collection or delivery, the chatbot checks in to ask how everything was. Feedback is summarised clearly for the management team, highlighting praise, issues, and suggestions so improvements happen fast. If a problem arises, the chatbot does not issue refunds or compensation automatically; instead, it offers to notify a manager instantly and sends a concise summary for immediate follow-up.
Business Impact
- Higher conversion – simple, familiar ordering reduces drop-off and speeds decisions with relevant suggestions.
- More repeat business – remembered preferences and timely recommendations delight regulars.
- Safer, clearer allergy handling – customers feel confident and informed.
- Operational efficiency – instant payment and status automation streamline the kitchen and delivery flow.
- Actionable insights – feedback summaries turn conversations into improvements without extra admin.
Why it works for hospitality
- Meets guests where they already are: WhatsApp.
- Blends human warmth with accuracy on ingredients, allergens, and pairings.
- Closes the loop—from menu query to payment to post-meal feedback—so nothing falls through the cracks.
Example Conversations
Below are some example conversations between a user and the chatbot, whilst fictional, they have been generated by the same AI that powers the chatbot and represent realistic interactions.
1. Returning customer reorders Chicken Korma extra-mild, no coriander; adds garlic naan; pays; receives updates; delivery; gives feedback; bot logs for management.
Hi! Could I reorder my usual mild curry for delivery tonight?
Hi Oliver, welcome back to Cotswold Spice! I’ve got you on our system from this number.
Last time you had:
- Chicken Korma — extra-mild
- No coriander
Would you like the same again? I’d recommend pairing it with a warm Garlic Naan and a chilled Mango Lassi — perfect with korma.
Deliver to your saved address: 14 High Street, Cheltenham, GL50 1XX — still correct?
Yes please — korma extra-mild, no coriander. I’ll take the garlic naan but skip the lassi. Deliver to the High Street address.
Perfect — here’s your order summary (CSO-38747):
- Chicken Korma — extra-mild, no coriander
- Garlic Naan
- Delivery to 14 High Street, Cheltenham, GL50 1XX
Total: £16.00 (incl. £2.50 delivery). ETA: 35–45 mins.
Any allergies I should note today?
When you’re ready, please pay securely via Stripe to confirm.
Thanks, Oliver — payment received for CSO-38747. Your order is now being prepared by the kitchen.
I’ll keep you updated. Current ETA: 18:50–19:00.
Update on CSO-38747: your food is out for delivery. Driver Amit just left the restaurant.
ETA: around 18:55.
Delivered: Your order CSO-38747 has arrived. Enjoy your meal, Oliver!
If anything isn’t right, reply here and I’ll notify a manager right away.
Hope the korma hit the spot! How was everything tonight?
- ⭐️ Overall rating (1–5)?
- Any comments to pass to the kitchen?
Really tasty — sauce was silky and the garlic naan was perfect. Maybe just a little more chicken next time.
Brilliant, thanks for the feedback! I’ve shared this with the kitchen and added a note to your profile to make the korma a little more generous on chicken.
Appreciate you ordering with Cotswold Spice, Oliver. Have a lovely evening!
2. A first-time guest checks nut safety, orders a nut-safe meal, pays, receives updates to collection, then gives feedback logged for the team.
Hi, first time ordering. Is Peshawari naan safe if I have a nut allergy?
Welcome to Cotswold Spice! I’ve checked your number and it looks like your first time with us — great to meet you.
Peshawari naan isn’t safe for a nut allergy. It traditionally contains nuts (ours uses ground almonds; some versions can include pistachios) and is prepared near other naans, so there’s a cross-contact risk.
Safer breads for you: Plain naan or Tandoori roti (wholewheat, no nuts). We take cross-contact seriously — we can use fresh dough where needed, clean the bench, fresh gloves, separate tray, and a clearly marked “Nut Allergy” ticket. That said, we’re a kitchen that handles nuts, so we can’t promise zero trace.
How severe is your allergy, and would you like me to note it on your order now? I can also recommend nut-free curries to go with a plain naan or roti.
Thanks. Let’s do tandoori roti then. Any nut-free curry you’d recommend, mild to medium?
Great choice on the tandoori roti.
Mild–medium nut-free curry options we can do safely:
- Chicken Jalfrezi (medium): peppers, onions, tomato, spices — no nuts by recipe.
- Lamb Rogan Josh (medium): aromatic tomato gravy — nut-free.
- Chicken Bhuna (medium): reduced spiced onion-tomato base — nut-free.
- Saag Paneer (mild–medium, vegetarian): spinach with paneer and spices — contains dairy, no nuts.
We’ll prep on a cleaned section with separate utensils and label “Nut Allergy.” Would you like one of these? I can also add rice or poppadoms if you like.
Chicken Jalfrezi sounds good. Add plain basmati rice and two poppadoms. Collection, please.
Perfect. I’ll get this ready as a nut-safe order for collection. Could I take your name for the collection ticket? ASAP collection is about 25–30 minutes — does that work?
Alex. ASAP works.
Thanks, Alex — I’ve added a Nut Allergy note for the kitchen: fresh gloves, cleaned prep area, separate utensils/tray, and clearly marked packaging.
Your order summary:
- Chicken Jalfrezi (nut-free recipe)
- Tandoori Roti
- Plain Basmati Rice
- 2 x Poppadoms
Total: £19.10. Collection in ~25–30 mins.
Your order ID: CSO-38747. Please pay securely via Stripe to confirm:
https://cotswoldspicepayments.co.uk?orderId=CSO-38747
Once paid, I’ll update you as it moves from prep to ready for collection.
Payment received — thank you, Alex. CSO-38747 is now being prepared. ETA for collection: ~18:40 from our restaurant on the High Street. We’ll cook the roti on a cleaned tandoor with a dedicated tray and pack everything under your “Nut Allergy” label.
CSO-38747 is ready for collection. Please come to the front desk and quote your order ID. See you soon!
Great, on my way now.
CSO-38747 has been collected. Enjoy your meal, Alex! If anything isn’t right, reply here and I’ll alert a manager for immediate follow-up.
Hope you enjoyed dinner! Quick check-in: how was everything with your Jalfrezi and roti? Any feedback helps us improve (spice level, quality, service).
Delicious! Jalfrezi was a tad spicier than I expected for medium, but the roti was perfect. Thanks for keeping it nut-safe.
That’s great to hear, thanks! I’ve noted: “Jalfrezi a touch hotter than expected (medium target); roti perfect; appreciated allergen handling.” I’ll share this with our kitchen and management, and I’ve saved it on your profile to fine-tune future spice levels. Appreciate the feedback, Alex.
3. Family orders mild, vegetarian, gluten-free dishes. Bot suggests options, confirms allergies, takes payment, updates status, and follows up for feedback.
Hi! We need vegetarian, gluten-free, low spice options for a family of four. What do you recommend?
Hi Emma, welcome back to Cotswold Spice! I can see from your last visit you prefer gluten-free and mild dishes — noted.
Here are some great vegetarian, naturally gluten-free choices I can make very mild:
- Chana Masala (can be made very mild): chickpeas, tomato, onions, ginger, garlic, turmeric, coriander, cumin, a touch of garam masala. No wheat thickeners. We’ll keep chilies to a minimum and skip asafoetida (hing) to stay extra GF-safe.
- Tadka Dal (naturally mild): yellow lentils with a cumin, garlic and ghee/rapeseed oil tempering. Smooth, gentle and comforting.
- Basmati Rice: steamed, fluffy, gluten-free.
- Cucumber Raita (cooling side): yogurt, cucumber, mint, a pinch of roasted cumin. Contains dairy; helps keep spice levels low.
Would you like me to keep everything very mild? And for allergies, can you confirm:
- Dairy is okay?
- No nut or sesame allergies?
- Onion/garlic okay?
Also, are you collecting or would you like delivery? If collecting, what time suits you?
Optional (GF) extras to round it out: Roasted papadums (gram flour) or a Mango Lassi (dairy).
Thanks! Dairy is fine. No nut or sesame allergies. Onion and garlic are fine. We’ll collect around 7pm. Your suggestions sound good — what portions would you recommend for four?
Perfect, thanks for confirming.
For a family of four, I recommend:
- 1 × Chana Masala
- 1 × Tadka Dal
- 2 × Basmati Rice
- 1 × Cucumber Raita
That’s a balanced spread for four (especially if two are lighter eaters). If you’d like a bit more, add another Chana Masala. For a nice crunch, 2 × roasted papadums (GF) are great.
Indicative prices:
- Chana Masala £9.50
- Tadka Dal £8.50
- Basmati Rice £3.50 each
- Cucumber Raita £2.50
- Roasted Papadum £1.20 each
Shall I place the order with everything very mild?
Let’s do 1 chana, 1 tadka dal, 2 basmati rice, 1 raita, and add 2 papadums. Please make everything very mild.
Great choice. Here’s your order summary (all very mild):
- Chana Masala — £9.50
- Tadka Dal — £8.50
- Basmati Rice × 2 — £7.00
- Cucumber Raita — £2.50
- Roasted Papadum × 2 — £2.40
Total: £29.90
Allergy notes for the kitchen (please confirm):
- Gluten-free requested
- Dairy OK
- No nut or sesame allergies
- Onion/garlic OK
- Very mild spice; no fresh green chilies; no hing
- Use separate utensils to avoid cross-contact
Estimated collection: 19:05. Could I have the name for the order? Shall I proceed to payment?
Name Emma. Yes, please proceed.
Thanks, Emma. Your order ID is CSO-48219.
Please complete payment here to confirm and we’ll start cooking right away:
I’ll update you as soon as payment clears.
Payment received for CSO-48219 — thank you!
Status: Being prepared.
Your collection time is set for 19:05. I’ll message you when your order is ready.
CSO-48219 update: Ready for collection.
Please head to the counter at Cotswold Spice and give your order ID. We’ve packed the raita separately to keep it cool.
CSO-48219: Collected. Enjoy your meal, Emma!
Hope dinner was lovely! How was everything with the chana, dal, rice and raita? Any feedback I can pass to the kitchen?
Delicious and perfectly mild. Only note: the rice was a touch soft for us. Otherwise great — the raita was super cooling.
Thanks so much for the feedback — I’m really glad the mild spicing and raita hit the spot. I’ve noted: “prefer firmer rice” and I’ll flag it to the chef for next time. I’ve also saved your preferences (gluten-free, very mild) to your profile.
Anything else I can arrange for you today?
4. User orders smoky tandoori tikka with jeera rice; checks dairy; pays via Stripe; receives status updates through delivery; provides feedback.
Hey! Fancy something new tonight. I loved the smoky stuff last time, but I’m not into sweet dishes. What do you recommend?
Hi Alex, welcome back to Cotswold Spice! I’ve pulled up your profile from your number — noted you enjoy smoky flavours and prefer less sweet.
How about our Tandoori Chicken Tikka — juicy, charred, and smoky — with Jeera Rice for warm, toasted cumin aroma? To round it out, I’d suggest a small side of our house achaar (Indian pickle) for a tangy, spicy kick — not sweet.
Shall I set that up for delivery or collection?
That sounds good. Does the tikka have any dairy?
Great question. Here’s the dairy info:
- Tandoori Chicken Tikka: Traditionally marinated in yogurt — contains milk. We can do a dairy-free lemon-ginger oil marinade on request.
- Jeera Rice: Usually finished with ghee (milk). We can make it with sunflower oil instead, dairy-free.
- Achaar: Dairy-free; contains mustard seeds and spices.
Would you like the standard yogurt tikka, and the jeera rice made without ghee?
I’m fine with yogurt, but please make the rice without ghee. Delivery to my usual address, please.
Perfect. Delivering to 22 Church Lane, Stow-on-the-Wold, GL54 1AB — is that right?
Order summary:
- Tandoori Chicken Tikka (yogurt marinade)
- Jeera Rice (no ghee, cooked with oil)
- Side of house achaar
Estimated delivery: 40–50 minutes (it’s a bit busy this evening).
Total: £16.95 (incl. £2 delivery). Shall I go ahead and send the payment link?
Yes, that’s the one. Go ahead.
All set. Your order ID is CSO-59218.
Please complete payment securely here: Pay with Stripe
Total: £16.95. We’ll start preparing as soon as it’s paid.
Payment received — thank you! Order CSO-59218 is confirmed.
Your food is now being prepared. I’ll update you when it’s out for delivery.
Update: Your order is out for delivery with our driver. ETA about 18–22 minutes.
Delivered: Your order CSO-59218 has arrived. Enjoy your meal! If anything isn’t right, let me know and I’ll alert a manager.
Hi Alex — hope dinner hit the spot. How was everything this evening?
Really good! Chicken was super smoky, rice was perfect with oil. The achaar was a bit salty for me.
Thanks for the feedback — noted: you love extra-smoky tikka, oil-only jeera rice, and prefer the achaar less salty.
I’ve saved this to your profile and flagged it for our kitchen team. If you’d like, I can also notify a manager now so they can tweak tomorrow’s batch — shall I?
5. Customer reports lukewarm delivery; bot apologises, confirms order details from CRM, gathers specifics, and escalates to manager with a concise summary.
Hi, my delivery just arrived and most of it is lukewarm. Not impressed.
Hi Oliver, I’m really sorry to hear that. I can help right away.
I can see your most recent order CSO-38747, marked as delivered at 19:12. Can you confirm that’s the correct order?
To get this sorted quickly, could you share:
- Which items were lukewarm
- What time the food actually reached you
- A brief description of the issue (packaging intact, any leaks?)
Just so you know, I can’t issue refunds or compensation automatically, but I can notify a manager to call you back immediately. If you’d like that, what’s the best number/time to reach you?
Yes, that’s the one (CSO-38747). It reached me about 7:20pm. Butter Chicken and Saag Paneer were lukewarm, and the Garlic Naan was cold. Packaging looked fine, just not hot inside.
Thanks for confirming, and I’m really sorry again.
- Items affected: Butter Chicken, Saag Paneer lukewarm; Garlic Naan cold
- Our system shows delivery at 19:12; you received it around 19:20
- Status in our system: Delivered
Do you still have most of the food? If possible, keep it as is for now. A quick photo is helpful but not required.
I can’t process refunds or compensation here, but I can have our duty manager call you to discuss options. Is this WhatsApp number best, and are you free in the next 30 minutes?
I had a couple of bites, the rest is untouched. This number is fine. I’m free until 8pm—please have someone ring me.
Thank you. Here’s a quick summary I can send to our manager now—does this look accurate?
- Customer: Oliver (this WhatsApp number)
- Order ID: CSO-38747
- Delivered (system): 19:12; Customer received: ~19:20
- Delivery status: Delivered
- Issue: Butter Chicken & Saag Paneer lukewarm; Garlic Naan cold
- Packaging: Intact; warm outside, food not hot
- Food remaining: Mostly untouched (couple of bites)
- Requested action: Manager call-back before 20:00
- Contact: Call this number
- Issue logged timestamp: 19:29
Shall I send this now and flag it as urgent?
Yes, please send it.
All set—I've notified our duty manager and flagged your order with timestamps and delivery status. They’ll call you within about 10–15 minutes (before 20:00) on this number.
Just to reiterate, I can’t issue refunds or compensation myself, but the manager will discuss options with you.
I’ve also recorded your feedback for our kitchen and delivery quality review.
If you plan to eat any of it, please reheat thoroughly until steaming hot throughout. I can share reheating tips for your dishes if you like.
Thanks for sorting this quickly.
You’re welcome, and I’m really sorry for the hassle, Oliver. If the call hasn’t come through by 20:00, message me and I’ll chase it immediately.
