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Ask a questionRestaurant owners, comparing notes
Questions about running a restaurant on Get Menu, answered by the team and kept public so the next person finds them. Also see the help centre.
- 998 questions answered
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Someone cancelled an order after delivery and the whole managers group got an alert — can I turn that off?No, by design. Cancelling an already-delivered order is the one action that can quietly rewrite money, so the group is told immediately: invoice, amount, who, and the typed reason. Stock and any [coup AnsweredCan I customise the confirmation text?The transactional messages are standardised (they carry the ticket facts and links reliably); your voice lives in marketing messages and [campaign](/docs/promotions) templates, which are fully yours t AnsweredCan two phones be linked at once?The platform link is one connection per restaurant. Your own phone continues using WhatsApp normally alongside it — the link is an additional device, not a takeover. AnsweredPhone died and orders are flowing — do messages queue?If your link drops, sends fail and are recorded with reasons in the Message centre (and the failure-rate guard may pause to protect you). Orders themselves NEVER stop — the board keeps filling; re-lin AnsweredDoes the customer get anything to follow the order, or do they have to keep asking?Every confirmation carries a "📦 Track your order" link to that order's own live status page, plus a link back to your menu. It updates as you move the order along. It is specific to their order — not AnsweredDoes the platform read my WhatsApp chats?No. The link is used to SEND the platform's messages and observe delivery results. Your conversations are yours; message bodies the platform sent are even purged from its records on a retention schedu AnsweredWhy does one order produce three messages?A confirmation to the customer, a ticket to your managers group, and a dispatch to your riders group with the building, unit, phone, the cash to collect and a map pin. A table order produces no rider AnsweredDo failed numbers get retried forever?No — failures are recorded, surfaced, and recently-failed numbers are excluded from marketing automatically. Dead numbers stop costing you reputation. AnsweredMy phone stopped sending texts after a couple of days. What went wrong?Nearly always the phone's own battery manager. Android's standard power saving is handled, but Samsung, Xiaomi, Oppo, Huawei and others each add their own on top and those will close a background app AnsweredCan I use one WhatsApp number for orders and a different one for customers to message me?Yes — that is what the "Orders hand-off number" section is for. The linked instance sends your confirmations and tickets; the hand-off number is where the customer's own summary lands when they tap th AnsweredWill SMS cover my kitchen and rider tickets too?No, and it cannot. Those go to WhatsApp GROUPS and a group has no [text-message](/docs/sms) equivalent — there is nothing to send a group ticket to. The SMS lane only ever covers the one-to-one messag AnsweredWhy did my customer get the confirmation in seconds but the group ticket took longer?Sends are paced a few seconds apart deliberately — burst-sending is what gets numbers flagged. The order of messages is stable: customer, managers, [riders](/delivery-dispatch). AnsweredEverything says "Connected" but no customer is getting messages — where do I even start?Settings → WhatsApp → Message history, filter Status = failed, and read the red line under the newest rows: it names the real reason in plain words. If those rows say "paused" rather than "failed", se AnsweredWhat does the middle SMS setting 'only if WhatsApp fails' actually do?It sends a text only when the [WhatsApp message](/whatsapp-ordering) could not be delivered — the customer's number is not on WhatsApp, or your WhatsApp link had dropped at that moment. Nothing is sen AnsweredWhy did I get a WhatsApp about low stock?You (or a manager) set a low-stock threshold on a tracked item — the crossing alert is sent once as the count passes it. Adjust thresholds on the Inventory page. AnsweredMy managers group has thirty people in it, including part-timers. Is that a problem?It is worth trimming. Every order ticket lands in that group with the customer's name, phone number, address and what they ordered, and the [riders](/delivery-dispatch) group gets the dispatch with a AnsweredThe customer replied to the confirmation — where does it go?To your linked WhatsApp like any normal chat. The confirmation deliberately comes from YOUR number so replies reach the restaurant, not a robot. AnsweredWhat does the platform do if 60% of my sends start failing?The usage guard pauses your sending automatically and alerts — a spike like that usually means a dropped link or a bad audience list, and continuing would damage your number's standing. AnsweredAre group IDs sensitive?They decide where customer data flows, which is why changing them is owner-only and every change is audit-logged. Treat the groups as staff-only rooms. AnsweredWhat is 'held for review' in marketing?A customer matched several [campaigns](/docs/promotions) at once; rather than triple-messaging them, the platform holds the batch for your one-click approve or discard. It is a feature, not an error. AnsweredMy marketing message is approved but says it's going to a wallet card — is that a bug?No — deliberate. For promotions where you ticked the wallet channel, cardholders get a free, instant wallet notification instead of a WhatsApp, and the confirmation tells you how many went that way. W AnsweredWhy do my messages go out slowly instead of all at once?Bursts are what get numbers flagged. Released held messages go one every 2 seconds, group summaries are spaced ~30 seconds, and the system watches the failure rate and stops itself if most sends start AnsweredWill linking here get my number banned?The platform is built around NOT getting you banned: paced sends, failure-rate auto-pause, marketing caps and windows. Order messages to people who just ordered from you are the safest traffic WhatsAp AnsweredAre the map pins on my tickets tracked?Yes — the pin goes out as a short link so you can see whether it was opened, and so it stops resolving if a restaurant is suspended. Settings → WhatsApp → Tracked links shows the count, click-through AnsweredI clicked "Send these now" twice by accident — did customers get two messages?No. The release only touches messages still marked held, so the second click finds nothing and says someone may have handled them already. Discard behaves the same and never deletes the rows — a disca Answered
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