Online Ordering via QR Code (Chat Guest)

Guests can order via their phone by scanning a QR code at the table. Everything happens in a mobile-friendly AI chat, and in March 2026 the online flow gained support for gift cards, loyalty points and stamp card rewards.

The basic flow:

1. The guest scans the QR code on the table
2. A chat view opens in the mobile browser
3. The AI assistant welcomes and asks what the guest would like to order
4. The guest types (e.g. "A burger and a coke")
5. The AI matches against the menu and adds to the cart
6. The AI suggests sides and drinks (upsell)
7. The guest confirms → the order is created
8. The kitchen sees the order on KDS in real-time
9. The guest pays by card – optionally redeeming gift card/points/stamps

AI assistant behaviors:

• Fuzzy matching: "a cava please" → finds the right product in the menu even with typos
• Allergen handling: Asks early about allergies and filters the menu
• Upselling: Suggests drinks with food, dessert after main course
• Required modifiers: Asks about sauce/size before adding
• Confirmation optimization: "Yes", "Yes please", "Go for it" → AI adds immediately
• Multi-language: Swedish, English, more coming

What the guest can do in the chat:

• View the menu with interactive menu cards
• Filter by allergens (14 EU allergens)
• Get recommendations
• See popular dishes right now
• Add special requests ("No onion, extra spicy")
• Call a waiter
• View their current order

Loyalty redemption online (new – March 2026): When the guest has verified their phone number via an SMS code (OTP) and is a member of the loyalty program, an expandable card labeled "Gift card, points or stamp card?" appears above the payment button with three sections:

1. Loyalty points:

• Card shows the guest's current balance, tier and SEK value
• Input field for the number of points to redeem
• Real-time preview of the discount
• Validation against minimum redemption and max discount per order
• Example: 500 pts × 10 öre = 50 SEK discount
• On approval the order total is reduced and the points balance updates instantly

2. Gift card redemption:

• Input fields: card code (e.g. "XXXX-XXXX") and amount
• Validation: code exists, active, not expired, sufficient balance
• Supports chain scope (if the restaurant is part of a chain with shared gift cards)
• Partial payment: 300 SEK gift card + the rest by card
• Errors: clear messages ("This card has expired", "Insufficient balance", "Card code not found")
• Remaining balance shown: "Remaining on card: 245.50 SEK"

3. Stamp card rewards:

• List of the guest's available rewards
• Example: "☕ Free coffee (3 stamps redeemed)", "🍰 Free dessert (5 stamps redeemed)", "🥂 Champagne (8 stamps redeemed)"
• Each shows progress (current stamps / required stamps)
• Click "Redeem" → reward applied (discount or free item)
• Multiple rewards can be redeemed on the same order

Split payment online: The guest can combine methods in one order:

• 200 SEK gift card
• 100 SEK via 1000 points
• The rest by card

Each partial payment is recorded separately.

What happens after payment?

1. The order is marked as paid (however without CCA signing in the online flow – see known limitations)
2. The receipt appears on its own receipt page with 90-day validity
3. Option for SMS receipt
4. The kitchen already received the ticket when the order was sent
5. The guest gets confirmation in the chat

CRM effects:

• Customer is created/linked automatically via the OTP-verified phone number
• Loyalty points credited overnight
• Auto-tagging ("New customer", "Online booker", "Regular")
• The order is visible immediately in Marketing → Guest Profile

Known limitations:

• 🔴 CCA/control box: Online orders lack a control code in the current implementation (documented Swedish fiscal-law risk, fix on the roadmap)
• 🟠 Card payment is mock-only (no live payments yet)
• 🟡 SMS receipts for online are planned but not yet launched
• 🟡 Redemption cannot be undone mid-order – the guest must restart

Tips:

• Place the QR code visibly on the table (laminated foil lasts longer)
• The onboarding video via the help button in the chat explains loyalty to new guests
• If the guest has been there before they are recognized by phone ("Hej Anders! Welcome back 👋")
• Test restaurants: use demo restaurants to test the flow before go-live