Privacy & Speak Here Sticker Requests — Agent Process Follow

Overview

Presto uses two types of stickers at drive-thru locations:

• Privacy stickers — applied to the Presto speaker box to cover the camera/privacy area.
• "Speak Here" stickers — applied to the drive-thru speaker to guide customers on how to position themselves when talking to the AI, helping reduce ASR (speech recognition) issues.

The process for both sticker types is identical. Requests come in two forms: (1) a store or partner asks Presto to ship stickers, or (2) Presto's team has already shipped stickers and asks Support to coordinate installation and photo confirmation.

Type A — "Please Ship Stickers"

A store, partner, or internal Presto contact requests that stickers be shipped to a specific location.

Steps

1. Gather details: Confirm the store name, store ID, full shipping address, and sticker type (privacy, speak here, or both) from the ticket.
2. Forward to Geoffrey: Forward the request to Geoffrey Threats with that information.
3. Hold the ticket: Put the ticket on Hold and add an internal note with the expected ship date once confirmed.
4. After shipment: Once Geoffrey confirms shipment, follow the steps in Type B below to confirm receipt and get photo confirmation.

Note: If the request comes from an internal Presto team member (e.g., account team), they may be coordinating a bulk send across multiple locations. Create a separate child ticket per store if needed.

Type B — Stickers Already Shipped, Coordinate Installation

The Presto team (typically Geoffrey Threats) has already shipped stickers to one or more store locations. Support is asked to contact each store, confirm receipt, guide installation, and collect a photo.

Steps

1. Check shipment details: Confirm with the requestor (or Geoffrey) the ship date and expected delivery date. Add a private note to the ticket with shipment info.
2. Call the store: Ask to speak with the manager on duty (MOD) or the person who receives shipments. Ask if the sticker package has been received.
3. If stickers NOT received: Note the expected delivery date and schedule a follow-up call. Log the call outcome in a private ticket note.
4. If stickers ARE received — guide installation:
   • Privacy sticker: Instruct the store to peel and apply the sticker to the Presto speaker box.
   • "Speak Here" sticker: Instruct the store to apply the sticker to the drive-thru speaker facing the customer.
   Ask them to take a photo of the installed sticker(s) and text or email it to support.
5. Collect photo confirmation: When the photo comes in, attach it to the ticket as a private note. Reply to the store contact thanking them for the photo.
6. Notify Laura Sestak in Slack: Tag @Laura Sestak in Slack and include the Zendesk ticket URL. She needs the ticket link to access and upload the attached photos to Zoho.
7. Close the ticket: Mark the ticket as Solved once the photo is confirmed and attached. If the ticket is part of a bulk request, close each store's child ticket individually once confirmed.

Ticket Tagging & Form

Key Contacts

• Geoffrey Threats — ships stickers; contact for all shipment requests and tracking.
• Store MOD / manager — primary contact for confirming receipt and installation.
• Laura Sestak — receives Slack notification with ticket URL to upload confirmation photos to Zoho.