Custom Upsell Controls with Kea AI

Learn how to set up custom AI-powered upsells in your Kea account.

Upsell Controls are a powerful tool for growing your average order value and discovering what your customers really want. By configuring strategic upsells, you can generate additional revenue on every call while testing which items and combinations resonate most with your customers. Use this feature to experiment with different product pairings when adding new limited time offerings to your menu, identify high-performing menu items, and continuously optimize your offerings based on real customer responses. The data Kea AI helps you gather helps you make smarter menu decisions. A first of it's kind for Voice AI.

Before accessing Upsell Controls, make sure your account is on the right plan. Reach out to [e-mail] or text [phone] to have us temporarily upgrade your account.

Step 1: Log into the Kea Account Portal

Navigate to https://app.kea.ai to reach your brand overview.

Step 2: Navigate to Brand Overview

Scroll down past the locations table to the brand overview section.

Step 3: Access Upsell Control

Click the "Upsell Control" tab to switch to the upsell management interface.

Step 4: Add a New Upsell

Click "Add" to create a new upsell rule.

Step 5: Define the Trigger Item

Select the item or category you want to trigger an upsell when the customer adds it to the cart.

Step 6: Configure What to Upsell

Choose what will be offered to the customer:

• Another item

• Another menu category entirely

• A modifier option on that item (e.g., upsell pepperoni when a cheese pizza is added to the cart)

Step 7: Add Custom Instructions (Optional)

Custom instructions act as context-injection for the AI, allowing you to fine-tune how the upsell is presented. By providing context about the item, category, or modifier, the assistant uses that information to improve the upsell experience.

Instead of generic upsells like "Would you like to elevate your burger...", the AI can reason better and create more natural, brand-specific suggestions that increase conversion rates for upsold items and customizations.

Step 8: Save Your Changes

Click "Save" to activate your upsell rule. Changes take effect immediately for the next call.

Upsell Rules

1. By default, any item added to cart, Kea AI dynamically takes the category of this item to upsell a complimentary category. Meaning Kea AI automatically looks to upsell categories if no upsell controls are present. This works automatically once your menu is connected. i.e. Customer added pizza to cart? Kea AI will automatically look to upsell a category like a drink or dessert.

2. When adding an Upsell Control, Item-level upsells always have highest priority. Even if a category-level upsell rule is present. Customer adds Supreme Pizza to cart, the Kea AI will try to upsell a specific item or category you set in the item-level upsell control.

3. If an item-level upsell does not have an upsell control set, Kea AI automatically falls back onto that item's category's upsell if present.

4. If the category-level upsell does not trigger (e.g. if the caller already has an item in their cart that was meant to be upsold, or already has an item in their cart from a category that was meant to be upsold), Kea AI should simply ask "anything else you'd like?"

Curious about Upsell Attribution and how it is performing?

Head to your Call Data section to see the new Successful Upsells and Successful Upsells Revenue tiles to measure upsell success by the AI. You can also click into the new "Upsell" tab in the reporting to see line by line upsell data information.

New Upsell Data Tiles to the Call Data Overview

Breakdown each upsell or export into your own data tool to further evaluate

Have any further questions on upsell setup? Feel free to contact our support team here via SMS or Call: 📲 [phone]