> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders Module Overview

> Enable automated order-taking via phone and SMS with POS integration

The Orders Module transforms your Maple voice assistant into a full order-taking system that integrates directly with your POS. Take orders 24/7 via phone and SMS, with automatic menu syncing and payment processing.

> [!NOTE]
>
> The Orders Module comes with the Maple Pro plan, which includes phone ordering and POS integrations. Make sure your location is on Maple Pro (or Enterprise) before setting up orders.

## Key features

### Order taking

- **Voice orders**: Natural conversation order-taking over the phone
- **SMS orders**: Text-based ordering for customer convenience
- **Menu intelligence**: Understands modifications, substitutions, and special requests
- **Upselling**: Intelligently suggests add-ons and promotions
- **Order confirmation**: Repeats order back for accuracy

### POS integration

- **Direct sync**: Orders appear instantly in your POS
- **Menu updates**: Automatic sync when you update your POS menu
- **Inventory aware**: Knows what’s available and what’s 86’d
- **Multi-location**: Support for multiple restaurant locations

### Payment processing

- **Pay by phone** (beta): Secure card processing during the call
- **Pay via link**: Customer receives a payment link via SMS
- **Pay in store**: Option for pickup orders (supported POS systems only)
- **Tips & fees**: Automatic calculation and processing

### Delivery

- **Maple Fleet**: Third-party delivery network powered by First Delivery
- **BYOF**: Bring your own fleet — use your own delivery drivers
- **Delivery zones**: Define delivery areas with circle or polygon zones
- **Zone-based fees**: Set a delivery fee per zone for your own drivers; Maple Fleet prices by distance

## Supported POS systems

- [Toast](https://docs.maple.inc/orders/pos/toast.md): Payments through your Toast account
- [Square](https://docs.maple.inc/orders/pos/square.md): Payments through Stripe
- [Clover](https://docs.maple.inc/orders/pos/clover.md): Payments through Stripe
- [SpotOn](https://docs.maple.inc/orders/pos/spoton.md): Payments through CyberSource
- [Smile](https://docs.maple.inc/orders/pos/smile.md): Payments through Gravity
- [Shift4 Dine (formerly SkyTab)](https://docs.maple.inc/orders/pos/shift4-dine.md): Payments through Shift4
- [NCR Aloha](https://docs.maple.inc/orders/pos/ncr-aloha.md): Payments through Stripe
- [NCR Voyix](https://docs.maple.inc/orders/pos/ncr-voyix.md): Payments through Stripe
- [Quantic](https://docs.maple.inc/orders/pos/quantic.md): Payments through Quantic links
- [Tray](https://docs.maple.inc/orders/pos/tray.md): Payments through Stripe
- [Chowbus](https://docs.maple.inc/orders/pos/chowbus.md): Payments through Chowbus links
- [Manual](https://docs.maple.inc/orders/pos/manual-setup.md): No POS integration, payments through Stripe

Some POS systems need business verification (KYC) through Stripe. See [KYC requirements](https://docs.maple.inc/orders/prerequisites.md#kyc-requirements).

## Setup process

The setup process varies based on your POS system:

### With POS integration

1. ### Complete prerequisites
   Make sure your location is on Maple Pro
2. ### Start KYC process
   Submit business verification, if your POS uses Stripe
3. ### Connect POS
   Authenticate and sync your POS system
4. ### Configure payments
   Set up payment methods and rules
5. ### Test orders
   Place test orders to verify flow

### Without POS integration (Manual)

1. ### Complete prerequisites
   Make sure your location is on Maple Pro
2. ### Start KYC process
   Submit business verification
3. ### Build menu
   Manually create menu in Maple dashboard
4. ### Configure payments
   Set up payment processing
5. ### Test orders
   Verify order flow and notifications

### In the dashboard

1. Click **Orders** in the sidebar (or **Enable Orders** on the **Set Up Ordering** task on your home screen).
2. Work through **Select POS** (or continue without a POS), **Payment Processing** (if your POS needs it), then **Enable Orders**.
3. Turn on your [payment methods](https://docs.maple.inc/orders/config/payment-methods.md#payment-methods) in your agent’s **Orders** settings.
4. Place a test call and set up call forwarding, as described in [Going Live](https://docs.maple.inc/going-live.md).

> [!NOTE]
>
> Call forwarding sends your restaurant’s calls to the AI; it doesn’t connect orders to your POS. Once your POS is connected and orders are enabled, every order the AI takes goes to your POS automatically (after payment, for pay-by-link orders).

Phone ordering and the **Send Order Link** action (which texts callers a link to your online ordering) can’t both be on. Turning one on in your agent settings switches the other off.

## Menu management

### POS-integrated merchants

- Menu syncs automatically from your POS
- Updates reflect within minutes
- Manage all changes in your POS system
- 86’d items update in real-time

### Manual setup merchants

- Build and manage menu in Maple dashboard
- Update items, prices, and availability
- Set modifiers and options
- Configure special requests handling

### How the AI uses your menu

- The AI matches what callers say against your menu item names and descriptions first, then your knowledge base. Accurate, detailed names and descriptions improve order accuracy.
- When a modifier group is **required**, the AI asks for it before moving on.
- Use your knowledge base for questions beyond the menu, such as parking or delivery apps.
- Review call transcripts to see where callers struggle or hang up, then refine your descriptions or knowledge base.

### Controlling what the AI offers

- **Menu hours**: each menu’s hours (**Menus** → **Edit** → **Availability**) set when the AI offers it.
- **In Stock**: switch it off for an item on the **Menu Items** tab to stop the AI offering it. Changes in Maple save right away, with no publish step.
- **In-store-only items**: items marked in-store only in your POS are left out of phone ordering.
- **Resync**: to pick up POS changes right away, resync from the **Menus** page (or the **Resync Menu With POS** command).

## Payment configuration

### Payment methods

- **Credit/debit cards**: All major cards accepted
- **Pay in store**: For pickup orders on supported POS systems
- **Digital wallets**: Apple Pay, Google Pay (via payment links)

### Pay-in-store support

Not all POS systems support pay-in-store (unpaid) orders. See [which POS systems support it](https://docs.maple.inc/orders/config/payment-methods.md#pay-in-store).

### Payment rules

| Order Type   | Payment Options                                                                      |
| ------------ | ------------------------------------------------------------------------------------ |
| **Delivery** | Pay upfront; pay on delivery only when your own drivers deliver (if POS supports it) |
| **Pickup**   | Pay now or pay in store (if POS supports it)                                         |

## Order flow

1. ### Customer calls or texts
   Initiates order via phone or SMS
2. ### AI takes order
   Captures items, modifications, and details
3. ### Confirms details
   Repeats order and provides total
4. ### Processes payment
   Handles payment per your configuration
5. ### Sends to kitchen
   Order appears in POS/kitchen system
6. ### Provides confirmation
   Gives customer order number and estimated time

### Where orders go

| Setup                          | Where orders go                                                                                           |
| ------------------------------ | --------------------------------------------------------------------------------------------------------- |
| **POS integration**            | Sent to your POS automatically, into your kitchen workflow                                                |
| **No POS integration**         | The **Orders** page of your Maple dashboard (and your printer, if set up), to enter into your POS by hand |
| **Phone ordering not enabled** | The AI answers questions and can text callers a link to your online ordering                              |

### Order types

- **Pickup**: the caller orders, pays, and picks up.
- **Delivery**: the AI collects the address, checks it’s inside your delivery zone, and tells the caller if delivery isn’t available there.
- **Scheduled orders**: callers can order for later pickup. For example, before your kitchen opens, the AI confirms your opening time and schedules the order.

## Hours and busy periods

- **During business hours**: full ordering.
- **Kitchen closed, location open**: the AI tells callers the kitchen is closed and can offer to transfer them to the store. Online ordering stays available.
- **After hours**: the AI answers menu questions but doesn’t take orders.

To pause phone orders when the kitchen is overwhelmed, don’t turn off the menu or mark the store closed. Instead, set the AI to tell callers the store is busy, give an estimated wait (for example 30–40 minutes), suggest calling back in 10–15 minutes, offer your online ordering link, and let the caller decide whether to go ahead.

## Delivery configuration

If you offer delivery:

- Set delivery zones (circle or polygon) and fees
- Use Maple Fleet (DSP) or your own drivers (BYOF)

[Learn more about delivery configuration →](https://docs.maple.inc/orders/config/delivery.md)

## Analytics & reporting

Track your order performance:

- **Order volume**: Daily, weekly, monthly trends
- **Average order value**: Track ticket sizes
- **Popular items**: Best-selling menu items
- **Order timing**: Peak hours and patterns
- **Payment methods**: Customer preferences
- **Conversion rate**: Calls that result in orders

## Prerequisites

See [Orders Module Prerequisites](https://docs.maple.inc/orders/prerequisites.md) for what you need before you start.

## Next Steps

- [Check prerequisites](https://docs.maple.inc/orders/prerequisites.md): Ensure you’re ready to start
- [Choose POS integration](https://docs.maple.inc/orders/pos/overview.md): Select your POS system
- [Configure payments](https://docs.maple.inc/orders/config/payment-methods.md): Set up payment processing
- [FAQ](https://docs.maple.inc/orders/faq.md): Common questions answered

## Need help?

- **POS-specific guides**: [Troubleshooting by POS](https://docs.maple.inc/troubleshooting/pos-specific.md)
- **Order issues**: [Orders troubleshooting](https://docs.maple.inc/troubleshooting/orders.md)