Answer Order Status Questions on WhatsApp with Toast
This recipe answers “where is my order?” for takeaway and delivery orders placed through Toast. It reads the order from Toast and replies in the chat. It never changes the order. Part of the Toast integration.
What happens today
During the dinner rush, guests message to ask whether their order is ready. Someone at the counter checks the screen, finds the order and replies, while the queue at the counter waits. Messages that are missed turn into calls.
The flow that works
- The guest asks about their order.
- AeroChat asks for the order number or the name on the order, and finds it in Toast.
- It reads the order’s status and promised time and replies.
- Anything wrong with the order, such as a missing item or a late delivery, goes to a person.
The recipe
Copy this into AeroChat
When a guest asks about their order, ask for the order number, or the name and the time they ordered. Find the order in Toast for today at that location. Tell them what they ordered, whether it is takeaway or delivery, its status in plain words and the promised time from Toast. If it is ready for pickup, tell them where to collect it. If the order is late by more than 15 minutes (example), apologise and hand the conversation to our team. If something is missing or wrong, collect the details and hand over. Never offer a refund or a discount. Never change or cancel an order.
What to connect
- Toast. The same standard API credentials as the menu recipe, created in Toast Web. Read-only access is enough.
- Your courier, if you use one. If a courier delivers your orders and has a public API, AeroChat can read its tracking the same way.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- How late an order can be before a person steps in.
- How you handle missing items and refunds.
- Which order details you share in chat.
The result to expect
Order status questions get an answer in seconds from the same screen your kitchen uses, and your counter staff stay with the guests in front of them. Count status calls and messages handled by staff in a busy week before and after.
See also: order status and delivery for restaurants.
Answer your first order question
Paste the recipe, add your Toast credentials and ask about a test order from your own number.
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On Shopify? Install AeroChat from the Shopify App Store.