Ping Agent
Helpful Hints and FAQs


Please read through the FAQs below and let your team know what to expect with Ping Agent.

How do I ensure Ping Agents are promoting the newest and most profitable deals to my customers?

Keeping your store information current on the Domino’s website will ensure Ping Agents are prompted with accurate information about new promotions, delivery and pick-up services.  So, please ensure your details are kept up to date in Pulse. This will ensure proper training of Ping Agents and that your most popular and most profitable deals are promoted to your customers. Please email with your store number and details on what has changed and what you would like us to promote.

How will the customer pay for their order?

Customers paying with Visa, Mastercard, American Express or a debit card will be asked to key the card number and security code into a payment capture tool. The Ping Live Agent will only ask for the billing zip code and expiration date.

If a customer wishes to pay with cash or with credit card at delivery or pick-up, the agent will follow the conditions your store indicates on

Will the phone in store still ring?

Yes – Customers may choose to speak with in-store personnel about an existing order. In addition, if the customer needs to speak with the store based on something that comes up during the ordering process, and or something on the Domino’s website prevents the Ping Agent Live from being able to complete the order, the customer will be transferred to the store to manage.

What types of calls will the store receive?

Most calls that a Domino’s store normally receives today can be classified as a new food order or something else. Your store will still receive all the something else calls which can vary from an existing order modification to a customer complaint or compliment.

Will Caller ID information display on the in-store phone system?

Yes – Most times your system will show you the same customer profile information that you are used to seeing.

Our drivers need to speak to the store directly and quickly, how will that be managed?

Your manager will be given a direct dial number that can be given to your delivery drivers.

What if the phone system fails?

Monitoring systems and your current systems escalation processes are in place.

If for any reason the system fails, your store will start receiving all inbound calls directly and quickly until the system is repaired.

My online ordering system doesn’t seem to be working, what do I do?

We do not control any function of your OLO, please direct request to your corporate contact.

What if a customer has a complaint about their order?

Your store should continue to manage complaints as they have in the past.  If you deem this is an issue with something the Ping Live Agent may have contributed to please send a message to:

  • Subject: Ping Live Agent.
  • Provide the phone number the customer called from, day, and approximate time.

Our team will review the call recording and respond within 48 hours.

Is it still important to answer the phone quickly in-store?

Yes – Even more so than before, as the phone will ring with scenarios that couldn’t be dealt with in the call center and your customers will need your full skill set to problem solve, resolve queries and provide great service.

You may feel like you’re only receiving problem solving calls, but this is to be expected, as these calls were always part of your normal call flow but, now the straightforward ordering calls are being handled externally.

Download and Share the Onboarding Document With Your Team Members

Look at a Sample Ping Agent Weekly Store Report

Download the Sample Ping Agent Weekly dashboard to see what store metrics are reported on, including:

  • Percentage of carryout versus delivery
  • Share of menu, national and local coupons
  • Conversion ratio
  • Order value
  • Average ticket
  • Week to week trending

Put the Customer Support Poster Up for Easy Reference

Post the Support poster in your store, so team members know who to contact if something goes wrong. Support can also be reached at:

  • 1 855 211 1301 (Option 2)
  • To sign up for service status updates, click here