Chat with guests and between venues
Order chat from the register and from Plus, auto-translation and who does it, notifications and invoicing right from the conversation.
Chat replaces the phone calls that take up half of a manager’s shift: confirming an address, offering a substitute, warning about a delay.
Two different chats
| Chat with a guest | Chat between venues | |
|---|---|---|
| Who you talk to | The guest who placed the order on the website | The manager of a neighbouring venue |
| Where it opens | The order card at the register, Plus | The manager panel, Plus |
| What for | Substituting an item, address, time, invoice | “Do you have salmon”, “will you take our order”, “the guest will come in ten minutes” |
| Translation | Done by the storefront, into the guest’s language | Done by POSitive |
How the guest gets the message
The reply goes out through the same channel the guest used to place the order: to their order page or to a messenger. We don’t make a separate app for guests — nobody would install one for a single restaurant.
Translation
The conversation with the guest is translated by the storefront. This is deliberate: it already has a translator, and a second one would give two different translations of the same phrase — the guest would see one thing and the manager another.
Internal chats and tasks are translated by the system itself. A Thai manager writes in Thai, the owner reads in Russian. The rules are simple:
- messages in the same language are not translated at all;
- a translation is made once and stored next to the message;
- translation never delays sending: the message goes out immediately, and the translation is added when it is read.
The language is detected by the alphabet, not by guessing: Thai and Russian are recognised from the very first character.
Notifications
A new message shows a counter and plays a sound, and the message sound is different from the new-order sound — they can’t be confused. You can upload your own sound.
The owner sees all the venues’ conversations in Plus — not to answer for the manager, but to see how guests are spoken to in disputed orders.
Invoice right from the conversation
From the same conversation you can send the guest a payment link: the manager enters the amount, the guest pays, the courier leaves without change.
What to write about
- a substitute for an item that turned out to be unavailable — instead of a refusal;
- the real time, if the kitchen is overloaded;
- clarifying the address, the entrance, “call or don’t call”.
If you write to the guest and offer an alternative, they usually agree. A refusal without warning is remembered for a long time — and told to friends.