The Connection Between Online Order and the POS

Orders from Online Order go directly to the POS, appear on the KDS, and are automatically linked to the CRM.

How an online order flows

1. The guest confirms their order in Online Order
2. The order is created as a regular order in the POS
3. KDS (Kitchen Display) shows the order just like a POS order
4. Staff processes and handles the order as usual
5. Payment and receipt are handled in the POS

What appears in the POS?

An order from Online Order looks like any other order, with a few additions:

• Order source is marked as "Online" so staff can see where it came from
• Guest's name is shown if provided in the chat
• Table reference is automatically linked if the guest scanned a table QR code
• Special requests and comments from the guest appear on the order lines

CRM connection

The guest's details are automatically linked to your CRM:

• Name and phone number are registered
• A customer profile is created or matched against an existing guest
• Order history is saved and visible in the guest profile
• Tags and segments are applied based on your automation rules

KDS display

On the kitchen display, online orders show:

• Clear marking that it's an online order
• All products, options, and comments
• Same priority and flow as POS orders

Returns and modifications

• Online orders can be returned just like regular orders in the POS
• Modifications are made in the POS after the order is created
• The guest cannot modify a confirmed order themselves – they need to contact the restaurant

Good to know

• The menu in Online Order is always synced with the POS
• Products that are sold out or hidden in the POS are not shown online
• All online orders are included in sales reports and Analytics