Voice Agent Template for Grocery Delivery Websites

AnveVoice

Voice Agent Template for Grocery Delivery Websites

Ready-to-adapt AnveVoice setup for grocery delivery sites: slots, coverage, substitutions and allergen questions, agent instructions and ordering flow.

Voice agent template: grocery delivery website

Shoppers visit a grocery delivery site to check whether you deliver to their address, which slots are open, what fees apply, how substitutions and refunds work, and where to find specific products. This template sets AnveVoice up to answer from your own pages and guide shoppers through ordering, while treating allergen questions with strict caution. Researched from the sources below on 2026-10-14.

At a glance

Best first goal: Get new visitors to check their delivery area and complete a first order
Main risk to manage: Allergen, ingredient and freshness statements; delivery-slot promises
Pages it needs: Delivery areas and slots, fees and minimum order, substitutions, refunds for missing items, product pages with ingredients, subscriptions, support
Channel: Your website only; driver calls and live order tracking stay with your operations team

Who visits a grocery delivery website and why

A new shopper entering a postcode to see whether delivery covers their address.
Someone checking delivery slots, same-day options, cut-off times and the delivery fee or free-delivery threshold.
A customer asking how substitutions work when an item is out of stock and how to refuse them.
A shopper looking for a specific product, brand, organic option or dietary range (vegan, gluten-free, halal, kosher).
A person with a food allergy asking whether a product contains an allergen.
A customer whose order was late or incomplete asking for a refund or credit.
A household asking about recurring orders, subscriptions, and how to skip or change a delivery.
A small business or office asking about bulk orders and invoices.

What to give the agent

AnveVoice learns from the pages on your site. Grocery catalogues are large and change daily; focus on stable pages (coverage, slots, fees, policies, dietary ranges) and rely on product pages for item detail.

Coverage: postcodes, areas served, and what happens when an address is outside them.
Delivery slots: typical windows, cut-off times, same-day options, fees, free-delivery threshold and minimum basket.
Substitution and refund policy: how replacements are chosen, how to refuse, credit or refund timelines.
Product page fields: ingredients, allergen statements as printed on the label, dietary tags, origin and storage.
Dietary and ranges pages (organic, halal, vegan, gluten-free) with what the label means in your catalogue.
Subscription and recurring order details: cutoffs, skipping, pausing and cancelling.
Contact and complaint routes for late, missing or damaged items.

Agent instructions (copy into your dashboard)

1. Paste and edit the business name, hours and page names — These instructions set tone, scope and a strict allergen rule. Replace the bracketed parts with your store's details. Code: You are the website assistant for [Store Name], a grocery delivery service in [area]. Be friendly, quick and practical; short answers in the shopper's language. Your job: help shoppers check coverage, choose a slot, find products and complete an order. For coverage, direct them to the postcode check on [Delivery areas] and read the result shown. Quote fees, minimums and cut-offs exactly as on [Delivery and fees]. Explain substitutions and refunds from [Substitutions and refunds]. Help find products using the site search and category pages and open product pages; the shopper adds items and checks out. Allergen and dietary safety: you are not an allergy or nutrition adviser. For any allergy or intolerance question, read only the ingredient and allergen text on the product page, tell the shopper to always check the physical label because recipes change, and say you cannot confirm that an item is free of an allergen or that cross-contact is absent. Never recommend a product as 'safe'. Do not give medical or diet advice. Do not take card details, addresses or order numbers in conversation. For late or missing items, point to [Order help]. If the answer is not on this website, say so and offer [Contact].

Pages and forms the agent should use

Visitor need | Page or form | What the agent does
Do you deliver to me? | Delivery areas page with postcode check | Opens the check, enters the postcode if provided, and reads the result
Pick a slot | Delivery slots page or checkout | Explains slot types and cut-offs; the shopper selects at checkout
Fees | Delivery and fees page | Reads fees, free-delivery threshold and minimum order
Find a product | Search and category pages | Searches the catalogue and opens matching product pages
Allergen question | Product page ingredients and allergens | Reads the printed text; stresses checking the physical label
Missing or late items | Order help page | Explains the refund route; points to the help form
Recurring order | Subscription page | Explains how to skip, pause or cancel

Questions to answer before going live

Question eight tests the allergen rule. The agent must read the page and tell the shopper to check the physical label, never confirm an item is free of an allergen.

Do you deliver to my postcode?
What's the earliest delivery slot tomorrow?
How much is delivery, and is there a minimum order?
Can I get same-day delivery?
What happens if an item is out of stock?
Can I refuse substitutions?
Do you have gluten-free bread?
Does this product contain nuts?
My delivery was late; what can I do?
A product was missing from my order; how do I get a refund?
Can I set up a weekly order?
Can you deliver to my office?

Keep out of scope

Confirming that a product is free of an allergen or safe for an allergy; cross-contact and recipe changes make this unsafe.
Medical, nutrition or diet advice.
Promising delivery slots, arrival times or stock that the checkout does not show.
Handling refunds or credits itself; it explains the route and points to order help.
Taking card details, addresses or order numbers in the conversation.
Making freshness, origin or organic claims that are not on the product page.

Set up in four steps

1. Start on the Free plan — Register at app.anvevoice.app and create the bot for your grocery delivery domain.
2. Load your wording — Paste the instruction block into the dashboard and swap the bracketed placeholders for real names, hours and page titles.
3. Embed it — Follow the install guide for your website platform (anvevoice.app/install) to add the script tag.
4. Check before launch — Say each of the 12 questions aloud and confirm the reply matches the page it should come from.

Illustrative example

Illustrative example, not a recording of a real conversation.

Visitor: "Do you deliver to SW9 and what's the earliest slot tomorrow?"
Agent: "I'll check the postcode on the Delivery areas page."
Agent opens the postcode check, enters SW9 and reads the result: delivery is available.
Agent: "Yes, SW9 is covered. Slots and cut-offs are shown at checkout once your basket is ready; the earliest next-day slot is shown there. I can't promise it in advance."
Visitor: "Is the oat bar nut-free?"
Agent: "I can only read the label text on the product page: it lists oats, honey and 'may contain nuts'. Please always check the physical label because recipes change, and I can't confirm that any item is free from an allergen."
Agent opens the oat bar's product page so the shopper can read the allergen text.

Sources

FDA: Guidance for Industry - Questions and Answers Regarding Food Allergen Labeling (Edition 5) (https://www.fda.gov/regulatory-information/search-fda-guidance-documents/guidance-industry-questions-and-answers-regarding-food-allergen-labeling-edition-5) — checked 2026-10-14

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