WhatsApp

Settings → WhatsApp → Link: a QR code appears; scan it from the WhatsApp app on your restaurant phone (Settings → Linked devices → Link a device). Messages then send from your own number — customers see YOUR name, not a stranger's.

Customers recognise and trust the sender, replies come to you, and your restaurant's messaging reputation is your own. Even marketing messages use your number — the platform only queues and paces them.

Per order: the customer's confirmation, the managers' group ticket and the riders' dispatch — then status updates on confirm, out-for-delivery (with rider name) and delivered, and a cancellation message with your reason. Later: the review request and the re-order nudge. Marketing (campaigns, win-backs, promos) only ever goes out through your marketing settings and caps.

Two WhatsApp groups you create — one for the kitchen/counter, one for riders. Pick them under Settings → WhatsApp; every change to them is recorded in the audit log (they decide where customer data flows, so changes are never silent).

Just link again — press the link button and scan the fresh QR. This happens when WhatsApp drops the session (phone off for long, app reinstalled). The page tells you the state in plain words and offers re-linking or re-provisioning when an instance is genuinely dead.

Two different pauses exist. YOURS: 'Pause all marketing' on the Marketing review screen stops your whole marketing lane — campaigns, win-backs, nudges, on WhatsApp and wallet cards alike — immediately, including messages already approved; everything waits as pending and resumes when you switch back on. Order confirmations, delivery updates and rider messages are a separate pipeline your pause never touches. THE PLATFORM'S: the operator can pause all outbound sending (and the system pauses itself if failures spike) — during that kind of pause you control what happens to held messages under Settings → WhatsApp: Ask me each time, Recommend sending, or Recommend discarding. In every case messages are recorded, never silently dropped.

A full history of every message: recipient (groups shown by name), kind, status, time, and — for failures — a plain-English reason. It is the first place to look when someone says 'I didn't get it'.

Exactly that — the customer's number cannot receive WhatsApp. UAE landlines are already rejected at checkout for this reason; a foreign number without WhatsApp passes checkout but the send then fails, and the Message centre shows it so you can phone them instead.

No — sends are paced with a small gap between them, deliberately. Machine-gun bursts are what get numbers flagged by WhatsApp; pacing is part of protecting YOUR number.

Yes. A usage guard watches failure rates and pauses sending automatically if most messages start failing (a classic sign of a dead number list or a dropped link) — you get alerted rather than burning your number's reputation while nobody's looking.

Several: a weekly per-customer cap you control, a review queue that HOLDS a customer matched by multiple campaigns at once for your approval, sending windows (10:00–21:00 local) enforced at the moment of sending, and automatic exclusion of numbers that recently failed. Customers with your loyalty card in their phone wallet get free wallet notifications first, WhatsApp second.

The platform automates order and marketing flows; for one-off conversations just reply from your own WhatsApp — the customer's messages arrive on your linked number like any chat.

A separate platform-owned number used ONLY for platform business — for example your own trial/welcome notifications. It is never used for your customers' order messages; those always come from your number.

Open the Message centre and read the newest rows — the failure reason is written there in plain words. Then check the pause switch isn't on, and that the group IDs still point at real groups (a deleted group fails sends to it). Re-scan the QR if the state says relogin.

No — it uses WhatsApp's normal 'linked devices' mechanism, alongside your phone. Your existing chats and other linked devices continue as before.

A paused restaurant stops taking orders, so order messages naturally stop; nothing is sent on a suspended page. Loyalty cards already in customers' wallets keep their stamps — nothing a customer earned is lost.

Tickets go only to the two groups YOU configured, and the rider's mark-delivered link is single-purpose: it can close its one order and nothing else. Group membership is yours to control — treat the groups as staff-only spaces.

Marketing respects the 10:00–21:00 local window at the moment of SENDING — a message queued at midnight waits for morning by design. Order messages (confirmations, dispatch) are not marketing and send immediately at any hour.

The platform periodically verifies your link is alive; 'down' means the last check failed — usually a dropped session. Re-scan the QR from Settings → WhatsApp; the state refreshes on the next check or when you press refresh.

No — each restaurant has its own isolated connection. Pausing, failures or bans affect only the restaurant that caused them, never the platform's other restaurants.

Which road a message actually went down, which is a different question from whether it worked. There are two gateways behind WhatsApp — our own, which we run and monitor and which is what a new restaurant is on, and an external one used by restaurants that already had it. The filter lets you narrow the history to either. You will also see transport not recorded on older rows: we only started stamping this at a particular point, and rather than backfilling the older ones with a good guess we say plainly that it was not recorded. A guess and a fact in the same column stop being tellable apart, and the column would then be worth nothing. Beside it is a second filter for the channel — WhatsApp or Text message — so you can read one lane at a time.

Under Settings → WhatsApp → Orders hand-off number you set the number that receives the customer's own order summary when they tap the WhatsApp button right after checkout. The linked instance is what the system sends FROM; this is where a customer's message lands. Leave it blank and it uses your storefront's public phone number — it must be a WhatsApp mobile, because a landline cannot receive the hand-off.

Settings → WhatsApp → Tracked links shows every short link the system sent on your behalf — review requests, the map pin on manager and rider tickets, referral links and group-order links — with Links sent, Clicked and Click-through at the top. Because a link is minted per order, the table names the order and the customer who tapped it. It is the honest answer to "did anyone actually open the review request?"

An amber bar appears on the Orders board and on WhatsApp messages saying how many were held and how old the oldest is. 'Send these now' queues them and they go out one every 2 seconds; 'Discard' marks them discarded but leaves them visible in the history so you can still read what would have gone. Your standing choice only highlights a button — nothing sends or is dropped until someone clicks.

sent (WhatsApp accepted it), failed (with a plain-English reason under the row), paused (held while sending was off, not sent), held (waiting until the customer messages you first), no channel (there was no WhatsApp connected to send it at all — nothing was attempted and it does not count against the customer), queued (you released a held message and it is waiting its turn) and discarded (you refused it). Filter by Status or Type at the top, 50 messages per page, newest first, in your restaurant's timezone.

The group that ticket was addressed to no longer resolves — usually it was deleted, or the linked phone was removed from it. Re-pick it under Settings → WhatsApp → Order notification groups and save. The same wording appears when a group message times out, which is what a wrong group id looks like from our side.

Because someone cancelled an order that had already been delivered. The alert names the invoice, the amount, who cancelled it and why, so an after-delivery cancellation can never happen quietly. It also reminds you that stock was restored and any coupon or reward went back to the customer — if cash was already collected, the refund is yours to arrange.

Yes — SMS is a second lane for the messages that go to your CUSTOMER, and it is included in every plan. It sends from an Android phone and SIM of your own, paired under Settings → Messaging → SMS from your own SIM, so your mobile operator bills the texts and the feature itself costs nothing extra. You choose per message type, and there are three settings rather than two: off, only if WhatsApp could not deliver it, or always as well as WhatsApp. The middle one is the common choice — it reaches a customer whose number is not on WhatsApp, or whose confirmation failed because your WhatsApp link had dropped. Always does exactly what it says: that customer gets both messages, which is usually what you want for a confirmation and rarely for anything else. Kitchen and rider tickets are not covered either way, because those go to WhatsApp GROUPS and a group has no SMS equivalent. The whole feature has its own section — see /docs/sms.

It is yours to choose, and it is off unless you pick it. Text message (SMS) now sits beside WhatsApp and the wallet card on Promotions → Channels, so a promotion can go out by text from your own paired phone and SIM. Choosing it changes nothing about the rules around it: an SMS promotion goes through the same one door as every other marketing message, so it obeys your weekly cap, the hold that catches a customer matched by several promotions at once, the same excluded customers, and the same sending hours. Your mobile operator bills every text, at the same pace as WhatsApp marketing. Two things worth weighing before you switch it on: a text carries no link preview and no formatting, and marketing by text carries an exposure that ordering from you does not by itself cover — the UAE regulates it specifically, so send it to people who would expect to hear from you.

No — those go to WhatsApp GROUPS, and a group has no SMS equivalent. The backup is only ever for the one-to-one messages to a customer. If your WhatsApp connection has dropped, the group tickets stop and the Message centre says so; re-scanning the QR is the fix, not a second channel.

Yes — every order confirmation carries a 'Track your order' line pointing at that order's own status page, plus a link back to your menu. Treat it like a receipt: it is that one order's page, so a customer who forwards it is showing someone their own order.