Restaurant Orders and Customer Announcements via WhatsApp
When the phone rings during a restaurant’s busiest hours and orders are also coming in from the kitchen, a WhatsApp line can be a huge help. The customer types in their order, there’s no risk of mishearing the address, and the menu is shared with a single tap. In this article, we explain how restaurants and cafes can use WhatsApp for orders, reservations, and announcements. WapFlow is not an ordering or POS system; the following recommendations are for managing operations through chat.
How to Set Up a WhatsApp Ordering System?
- Use a separate number. Keep the order line separate from your personal phone.
- Fill out your profile. Add your business hours, address, and a link to your menu.
- Prepare the menu. Use a PDF or image that’s easy to read on a phone.
- Define the order format. Specify exactly what information is required upfront.
- Promote the number. Write it on delivery boxes, doors, and tables, or post a QR code.
- Assign someone to monitor it. During peak hours, have someone dedicated to the order screen.
If you’re a small business, the catalog and quick replies in the WhatsApp Business app will cover most of your needs.
Sample Text for Taking Orders
Incomplete information from customers is one of the most common causes of order errors. State what’s required in the first message:
Hello, welcome to Anadolu Sofrası. We’re sending you our menu. To place an order, please message us with: items and quantities, address, phone number, and payment method. We’re open today from 11:00 AM to 10:00 PM.
The business name in this example is fictional. When the order is received, reply to confirm:
Thank you. Your order: 2 lentil soups, 1 mixed grill. Address: as you provided. Estimated delivery time is approximately 40 minutes.
Do not promise an exact delivery time; say “approximately” depending on how busy we are. Keep price and product information up to date in the chat.
Automatic Responses to Frequently Asked Questions
| What does the customer ask? | Response rule |
|---|---|
| menu, list | Send a menu image or text |
| address, location, where | Address and directions |
| Hours, Are you open? | Business hours |
| Reservation | Number of people, day and time issue |
| Packages, Delivery | Service area and terms |
In WapFlow, you can set up response rules to send text, images, and videos. You can set up a welcome message for first-time senders and a separate response for those who have messaged before. When the business hours setting is enabled, you can choose to remain silent outside of business hours or send a one-time notification to each person. See this article for response examples.
Don’t leave allergen, ingredient, and pricing information to artificial intelligence. Incorrect information can affect customer health. Ensure staff respond to these questions.
Can the Bot Take Orders?
The bot does not handle menu selections or accept payments like an order system. The AI can engage in conversation, but it does not forward the order to the kitchen or enter it into your POS system. Therefore, the best setup is as follows: the bot sends the menu and requests information, and a staff member reads and confirms the order message. For high-volume businesses, it’s better to look into dedicated ordering software solutions.
Creating a Customer List
Don’t add everyone who places an order to your mailing list. Easy ways to get permission:
- Ask, “Would you like to stay informed about our promotions?” when confirming the order.
- Place a sign on the table that says, “Text ‘YES’ to this number for the daily special.”
- Ask about WhatsApp preferences separately on the loyalty card form.
Keep those who say “Yes” in a group called “Announcements” in your contact list. This way, you’ll send promotions only to this group. When setting up a customer list, IYS and KVKK obligations may come into play; refer to this article for the general framework and seek legal advice.
Announcement Examples
Today’s Menu
Hello [name], today’s lunch menu features homemade mantı. Reply to place an order. If you don’t want to receive these announcements, text STOP.
Special Event
Hello [name], we’ll have live music this Saturday evening. Would you like us to reserve a table for you? If you don’t want to receive these messages, text STOP.
Holiday Hours
Hello [name], we’ll be open from 12:00 PM to 8:00 PM during the holiday. We wish you a happy holiday.
For more text options, check out our bulk message templates.
Channel or Mass Message for Announcements?
| Option | Pros | Disadvantages |
|---|---|---|
| Bulk Message | Reaches the individual; responses can be received | Involves permission and account risks |
| WhatsApp Channel | Followers choose to follow; phone numbers are hidden | Cannot receive replies; you must build a following |
| Status | Easy and non-intrusive | Visibility is limited |
For frequent posts, like a daily menu, a channel or status is more suitable. Save bulk messages for less frequent and important announcements. Send messages before mealtimes; avoid making announcements at night.
Scheduling During Peak Hours
- Don’t send campaigns during peak hours; you’ll miss responses.
- Track orders with chat tags: received, preparing, on the way.
- If a customer reports an issue, respond immediately with a human representative.
- Remove out-of-stock products from the rules.
Reservation Workflow
Reservations can also be managed smoothly through chat. Set up the following response for the word “reservation”:
For a reservation, please provide the following: date and time, number of people, first and last names. Our team will check availability and confirm.
The bot only collects information here. A staff member will review the table and provide written confirmation; make sure to mention in the message that the reservation isn’t finalized until confirmation is received. Sending a brief reminder one day in advance can help reduce the chance of the table going unused. You can refer to the appointment reminder template for examples.
Feedback
Hearing about negative experiences first allows you to resolve issues before they escalate. Instead of sending an automated message to everyone after a delivery, occasionally ask regular customers who have given permission a brief question. If you receive a negative response, follow up directly with a representative rather than via a mass text.
Start-Up Checklist
- Is the menu image up-to-date and legible on a phone?
- Are the business hours and service area listed in the profile?
- Are the necessary order details requested in the first message?
- Who monitors messages during peak hours?
- Is there a pre-written message for out-of-stock items?
- Does the announcement list consist only of authorized individuals?
- Who answers questions about allergens?
Do not print the number on the packaging boxes until this list is complete. An unanswered order line leaves a worse impression than having no order line at all.
Take note of which information is most frequently missing from orders received during the first few weeks. When you adjust your initial message accordingly, both the kitchen and the delivery driver will have fewer questions to ask. If you have staff taking orders over the phone, teach them the same sequence of information as well.
Frequently Asked Questions
Can payments be accepted via WhatsApp?
Don’t ask for card information in the chat. Use methods like cash on delivery or a secure payment link.
Should I send the menu as a PDF or an image?
An image that can be read on a phone without zooming is usually more practical. For long menus, a PDF or web link is better.
Should I store customers’ personal information?
Store only what is necessary, securely, and for as long as needed. Do not leave address lists publicly accessible.
What should I do to make sure I don’t miss any order messages?
During peak hours, assign one person to be in charge and don’t leave chat windows open. If you’re using a dashboard, monitor the Inbox.
