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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.
- 261 questions answered
- 11 topics
- Every question answered before it appears
Someone left the riders group — do dispatches fail now?No, messages go to the GROUP, not to members — membership changes don't break sending. If the group itself is deleted, sends to it fail visibly in the Message centre. AnsweredThe rider ticket has a link on it — what does tapping it do?It marks that one order delivered and sends the customer their delivered message, without anyone opening the admin panel. Single-use, short-lived, tied to that one order. If sending is paused, the rid AnsweredMy messages show a 'forwarded' label — why?They don't when sent through the platform link. If you see it, the message was manually forwarded by someone from a group — check where the customer actually got it from. AnsweredCan I send a promo right now, at 11pm?Marketing waits for the 10:00–21:00 window at the moment of sending — a promo queued at 11pm goes out after 10am. Order messages are exempt and send at any hour. AnsweredCan I pause marketing but keep order messages?Yes — 'Pause all marketing' on the Marketing review screen (Marketing → Review queue & weekly cap) is your own switch. It stops your whole marketing lane at once — WhatsApp and wallet, including alrea AnsweredIs there a template for Ramadan / Eid greetings?Yes — the campaign composer ships seasonal template packs (Ramadan, both Eids, National Day). Fill the bracketed blanks; the composer refuses to send while a bracket is unfilled. AnsweredWhich message tells the customer the rider's name?The out-for-delivery message — it carries the rider's name and phone when you assigned one, so the customer knows who is arriving. AnsweredWhat is the "Marketing review" tab next to my message history?It holds marketing that needs a human decision — chiefly one customer matched by several campaigns at once — with Approve all / Discard all or one at a time. The same tab carries your weekly per-custo AnsweredCan I use my personal number?You can, but a dedicated restaurant number is cleaner — customers message it expecting the restaurant, staff can hold it, and your personal chats stay yours. AnsweredThe QR page keeps refreshing — is that normal?Yes, QR codes rotate while unlinked; scan any current one. The page stops polling by itself after a while — reopen it to resume. AnsweredSomeone 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 coupo 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 templates, which are fully yours to write. 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. 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 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. 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 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. 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. Answered
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