Order desk

The Order desk is where your team types an order for a customer: a caller on WhatsApp or an app call, a customer chatting with an agent instead of the AI, or someone at the counter. You pick items from your live menu (or type an agreed amount), fill in the customer and the delivery details, and place the order. It lands on Store, Orders like every storefront and AI chat order, with the same alerts, kitchen ticket and statuses.

Who can use it#

• Workspaces: Restaurant and Standard Store workspaces. Consultation stores, General business and Appointments workspaces do not have it.
• Roles: the permission to create work items. Owner, Admin, Branch admin, Manager and Agent have it; Designer, Finance and Viewer do not. Members on hold and read-only workspaces cannot place orders. See Team, roles and permissions.
• Plan: no add-on is needed. The Storefront add-on and AI credits are not used.

Open the desk#

The desk opens as a wide panel (full screen on a phone). It stays open while you move around the dashboard, and the call window stays on top of it so you can mute or hang up. Minimize keeps the order as a bar at the bottom of the screen; select Resume to continue. If you reload the tab, the unfinished order comes back.

Take an order from the menu#

1. Search the menu or pick a category. Search understands Arabic and English names and common spellings: "شاورمة" finds "شاورما", Arabic-Indic digits work, and diacritics are ignored.
2. Tap an item to add one. Tap again to add another. Items with sizes or required options open a short chooser with the live price; select Add.
3. In the order, use − and + for quantities (at one, − removes the line), Add note for a line note such as "no onions", and Change options to change a size or option.
4. Choose Delivery or Pickup:
   • Delivery needs the Address (at least 3 characters). Pick the Area to apply its fee from your delivery settings; multi-branch restaurants pick the Branch first. Nearest landmark and Maps link are optional.
   • Pickup needs no address and has no delivery fee.
5. Check the customer's Name and Phone.
6. Select Place order. The button shows the total.

Totals come from the same pricing as your storefront. They update as you type; while they update, the button waits. If a price changed since you added an item, the desk tells you, refreshes the total and asks you to place the order again.

Items that are sold out or not available show as such on the menu and cannot be added. If an item in the order sells out before you place it, its line is marked and the order cannot be placed until you remove or change it.

Previous orders and reorder#

For a known customer, Previous orders shows up to 5 recent orders as a row of dates and totals. Select one to see what it held, then Reorder to add its items to the current order. Items that are no longer on the menu or no longer available are left out, and the desk tells you how many.

When the customer's last order was a delivery, its area, address, landmark and maps link are filled in for you, marked Filled from the last order. Select Clear if the customer is somewhere else today.

When the order came from a chat#

When the desk is opened from a conversation with the details already read from the chat, it starts filled in. Anything the customer asked for that is not on your menu is listed at the top, so you can tell the customer or add a substitute. Other numbers and addresses the customer gave in the same chat appear as one-tap choices under Phone and Address.

Amount only#

Sometimes you agree on a price with the customer without itemizing it ("this, this and this, 30,000 with delivery"). Switch the desk to Amount only at the top:

1. Type the Amount. You can type it the way you say it: 30000, 30,000, ٣٠٠٠٠, 30 ألف or 25.000. Under 250 dinars, the desk asks whether you meant a thousand times more.
2. Optionally describe it under What did they order?, for example "2 شاورما + بيبسي". It is saved as the order note and printed on the kitchen ticket.
3. Fill in the customer and delivery details as usual.
4. Tick Amount includes delivery when the amount you agreed already covers delivery. The area's fee is then taken out of the amount: for 30,000 with a 3,000 fee, the goods are 27,000 and the total stays 30,000. If the fee is more than the amount, the desk says so and the order cannot be placed.

The desk remembers which mode you used last in this browser.

On the board, an amount-only order shows Amount-only order instead of an item list. Amounts are whole dinars (cents for USD stores), up to 100,000,000.

Discounts and delivery fees#

Open Discount and delivery fee under the order:

• Discount is taken off the goods, never more than the subtotal.
• Delivery fee replaces the area's fee with the one you agreed with the customer. Leave it empty to use the area's fee. The total marks it as agreed.

If an area is not in your delivery list, search for it in Area, choose Other area, and type the fee you agreed. If your workspace has no delivery fees set up (delivery mode Not configured or Pickup only), delivery orders need a typed fee.

The desk does not apply your storefront's opening hours, pause switch or delivery minimum: your team decides when to take an order.

The customer's phone number#

The phone number is required. Iraqi mobiles can be typed as 07XX XXX XXXX, 7XX XXX XXXX or +964 7XX XXX XXXX, with Arabic-Indic digits if you like; they are saved in one form so the customer is recognized next time. Other numbers need 8 to 15 digits.

When your workspace masks phone numbers for your role (see phone privacy), the desk shows Number on file with only the last digits, and the order uses that number without showing it to you. Select Use another number to type a different one.

The order is filed under the customer of the conversation. Without a conversation, the customer with that phone number is used, or a new customer is created. The name you type fills in a missing customer name, but never replaces a name the customer already has in the inbox.

After the order is placed#

The desk shows the order number (select it to copy) and the total.

• Send confirmation to the customer (orders from a conversation) shows a short message with the order number, items, delivery fee, total, address and "cash on delivery", in the customer's language (Arabic unless the customer writes in English), plus the tracking link when your storefront is published. Edit it if you like, then select Send. It goes through the same path as a reply you type in the inbox, so the same channel rules apply: when a WhatsApp, Instagram or Messenger customer's reply window has closed, the desk says so and nothing is sent.
• Open in Store opens the order on the board.
• New order starts another order for the same conversation (or a blank one for a walk-in).

Placing the same order twice, for example after a double tap or a dropped connection, never creates a second order: the desk shows the first one.

How these orders appear on the board#

On Store, Orders, an order from the desk is marked Phone order when it was taken during a call and Staff order otherwise. The order details show who took it ("Taken by Sara") and During a call for phone orders. Everything else is the same as for other orders: new-order alerts, accepting, preparing, printing, drivers and export. Payment is cash on delivery. Stock is taken when the order is accepted, as for every order.

Keyboard shortcuts#

Troubleshooting#