> ## 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.

# Toast through StreamOrders

> For Toast locations connected through StreamOrders

> [!NOTE]
>
> This page covers Toast locations connected through StreamOrders. New locations connect straight to Toast: see [Toast](https://docs.maple.inc/orders/pos/toast.md).

Connect Maple to your Toast POS system through StreamOrders, Maple’s ordering relay. Orders taken via phone or SMS appear in your Toast system.

> [!NOTE]
>
> Card payments run through Stripe and need business verification (KYC). Stripe sets how long the review takes, and some businesses wait a few days.

## Prerequisites

Before starting, ensure you have:

- ✅ Admin access to Toast
- ✅ A Maple Pro plan, which includes phone ordering and POS integrations
- ✅ Business documentation for KYC
- ✅ Bank account information
- ✅ A Toast location you can connect to StreamOrders
- ✅ **Toast Restaurant Management Suite** on your Toast account (needed for integrations)
- ✅ A computer with a web browser (setup can’t be done on a phone alone)

## Setup Process

1. ### Start KYC Verification
   Submit business verification documents
2. ### Connect Through StreamOrders
   Open StreamOrders from the Maple dashboard and link your Toast location
3. ### Select Locations
   Choose which locations to connect in StreamOrders
4. ### Configure Payment Settings
   Set up payment methods and rules
5. ### Test Integration
   Place test orders to verify setup

## Step 1: KYC Verification

### Required Documents

- Business registration (LLC, Corp, etc.)
- EIN or Tax ID letter
- Owner’s government-issued ID
- Bank statement or voided check
- Business address verification

> [!WARNING]
>
> Stripe sets how long the KYC review takes, and some businesses wait a few days. Start this early to avoid delays.

### Submit Documents

1. Click **Orders** in the sidebar and continue to the **Payment Processing** step
2. Choose the country where your business is registered, then start **Verify Your Business Entity**
3. Upload required documents
4. Complete owner information
5. Submit for review

## Step 2: Connect Toast Through StreamOrders

Toast connects through StreamOrders. You can connect it yourself with the steps below, or have Maple’s team set it up for you (see [Have Maple set up Toast for you](#have-maple-set-up-toast-for-you)).

1. Click **Orders** in the sidebar and continue to the **Select POS** step (or open the location’s settings and go to **Integrations**)
2. Select **Toast (via StreamOrders)** and click **Continue with Toast (via StreamOrders)**
3. If asked, enter your full name and a contact number for the merchant owner (your personal cell, not the store number), then click **Save & Continue**
4. Click **Open StreamOrders**
5. In StreamOrders, authorize Maple, connect your Toast location and choose which locations to connect
6. Return to the Maple dashboard and click **I completed this step**

> [!TIP]
>
> You need Toast admin permissions to connect Toast in StreamOrders. Contact your Toast administrator if you don’t have access.

### Have Maple set up Toast for you

Add Maple as an employee in Toast, and Maple’s team finishes the connection, usually within about one business day.

1. In your Toast dashboard, click **Employees**, then **Add New Employee**.
2. Enter **First Name** `Maple`, **Last Name** `Onboarding` and **Email** `onboarding@maple.inc` (exactly). Use any **POS Access Code** no other employee uses, and pick a non-paid job with no pay rate so Maple stays off your payroll.
3. Click **Add**, refresh the page, click the edit icon next to **Maple Onboarding** and open **Jobs and Permissions**.
4. Turn on permissions **4.5** and **4.14** (menu), **6.2** (Web Setup: Publishing), **6.3** and **6.4** (reports), **6.6** (printers) and **8.4**, then click **Save**. Toast’s numbers can differ, so scroll the full list.
5. Tell your onboarding specialist the employee is added.

Maple gets only these permissions, not your financial or payroll data.

## Step 3: Configure Locations

### Single Location

1. Your location will auto-populate
2. Verify the information is correct
3. Enable order processing
4. Set default prep times

### Multiple Locations

1. All locations will be listed

2. Toggle each location on/off

3. Configure settings per location:

   - Prep times
   - Payment methods
   - Delivery zones (if applicable)
   - Operating hours

## Step 4: Menu Sync

Your Toast menu syncs to Maple automatically through StreamOrders:

### What Syncs Automatically

- ✅ All menu items and prices
- ✅ Modifiers and options
- ✅ Categories and organization
- ✅ 86’d items
- ✅ Price changes
- ✅ Availability schedules
- ✅ Menu hours
- Hidden Toast items are not synced

### Sync Timing

- Menu changes, including 86’d items, typically reach Maple in under 5 minutes, often sooner, as StreamOrders passes them on
- To push a change right away, [resync in StreamOrders](#resyncing-in-streamorders)

> [!NOTE]
>
> Menu changes must be made in Toast. Changes sync to Maple automatically.

### Choosing what syncs

You don’t need to sync every Toast menu, and you don’t need to upload a menu file. Tell your onboarding specialist the exact names of the menus to sync:

- **Include** menus for phone and takeout orders (for example Food, Beverages or an Online Ordering menu). A single Online Ordering menu with every relevant item can be synced on its own.
- **Exclude** menus built for third-party platforms (such as a Grubhub-only menu), internal menus (such as Crew Takeout), and categories you don’t want ordered by phone (such as Liquor).

Maple follows Toast’s **Channel Visibility** at the menu, category and item level. Anything hidden from **Online Ordering Partners** doesn’t sync and can’t be ordered by phone. To change it, in **Menu Builder** click the **⋯** menu next to the menu, category or item, choose **Edit**, set **Online Ordering Partners** under **Channel Visibility**, then **Save** and **Publish**. Hiding is useful for daily specials, alcohol and in-store-only items.

Maple also follows the scheduled order rules set in Toast.

### Resyncing in StreamOrders

Locations on StreamOrders have no **Resync Menu** button on Maple’s **Menus** page. To resync right away:

1. In Toast **Menu Builder**, **Save** and **Publish** your changes.
2. In Maple, open your location’s settings, go to **Integrations** and click **Open StreamOrders**.
3. Click the blue refresh icon next to the Toast logo, then **Publish** (or the green checkmark).

If StreamOrders doesn’t open, ask Maple support to resync for you.

> [!WARNING]
>
> Edits made in Maple, such as item names, descriptions or menu hours, are overwritten at the next sync. Make permanent changes in Toast. Store hours are the exception: set them in both Toast and **My Location** in Maple.

### Menu tips for Toast

- Add detailed descriptions in Toast (ingredients, sizes such as “10-inch personal pizza”, dietary details). The AI uses them to answer questions.
- Add alternate spellings and pronunciations to the description of items with unusual names (for example “Thanduri Chicken”) so the AI can match what callers say.
- A modifier group with a minimum of **1** in Toast is required, and the AI asks about it. With a minimum of **0** it’s optional: the AI doesn’t ask, but adds it if the caller mentions it.

## Step 5: Payment Configuration

### Payment Methods

Configure which payment types to accept:

- **Credit/Debit cards**: Paid through Maple’s secure payment link, sent to the customer by SMS and processed by your Maple payment provider (Stripe by default). The customer pays before the order is sent to Toast.
- **Pay in store**: Pickup orders, if enabled. Delivery orders can be paid on delivery only when your own drivers deliver them.
- **Gift cards**: Not supported
- **House accounts**: Not supported

> [!NOTE]
>
> This integration does not use Toast Hosted Checkout, and card payments do not settle into your Toast account. See [Payment Methods](https://docs.maple.inc/orders/config/payment-methods.md) for how Maple payment links work.

### Payment Rules

Set when customers pay:

| Order Type   | Payment Options                                                 |
| ------------ | --------------------------------------------------------------- |
| **Delivery** | Pay upfront; pay on delivery only when your own drivers deliver |
| **Pickup**   | Pay now or pay in store                                         |
| **Dine-in**  | Not applicable                                                  |

> [!WARNING]
>
> **Pay-on-delivery requires cash enabled in StreamOrders.** For pay-on-delivery (pay-in-store) orders routed to Toast through StreamOrders, you must enable **cash** as an accepted payment method for delivery in StreamOrders. Otherwise Toast rejects the order (`decision_failed` / “payment method declined”) and it never reaches the kitchen. See [StreamOrders: accepted payment methods](https://help.streamorders.com/en/articles/13441016).

## Step 6: Order Flow Settings

### Prep Times

Set realistic prep times by order type:

- Pickup orders: Default 15-20 minutes
- Delivery orders: Default 30-45 minutes
- Large orders: Automatic adjustment

### Order Confirmation

Configure confirmation settings:

- Enable order readback
- Set confirmation method (number or email)
- Configure receipt delivery

### Special Requests

Define how to handle:

- Allergy notifications
- Special preparations
- Custom modifications
- Notes to kitchen

## Step 7: Testing

Before going live, test thoroughly:

### Test Checklist

1. **Place Test Order**

   - Call your Maple number
   - Order a few items with modifications
   - Verify order appears in Toast

2. **Check Order Details**

   - Correct items and quantities
   - Modifications captured
   - Pricing accurate
   - Payment processed correctly

3. **Test Edge Cases**

   - 86’d items handled properly
   - Large orders
   - Special requests
   - Different payment methods

> [!TIP]
>
> Use Toast’s training mode for testing without affecting real inventory or reports.

## Going Live

### Launch Checklist

- ✅ Staff trained on new orders appearing
- ✅ Kitchen knows about Maple orders
- ✅ Phone number updated on website/Google
- ✅ Test orders successful
- ✅ Payment processing verified

### Soft Launch Strategy

1. Start with limited hours
2. Monitor first few orders closely
3. Gather staff feedback
4. Adjust settings as needed
5. Expand to full hours

## Managing Orders

### In Toast POS

Maple orders appear as:

- Standard Toast orders, sent through StreamOrders
- All normal Toast features available
- Reports include Maple orders

### Disconnecting Toast

- Toast connects through StreamOrders, so disconnect Toast in StreamOrders
- Problems with the connection between StreamOrders and Toast are also fixed in StreamOrders, not in Maple

### In Maple Dashboard

View and manage:

- Call recordings and transcripts
- Order history
- Failed order reasons
- Customer information
- Performance metrics

## Common Issues & Solutions

**Menu items not showing**

- Check items are active in Toast
- Check **Channel Visibility**: the item may be hidden from **Online Ordering Partners**
- Make sure you clicked both **Save** and **Publish** in Toast, then [resync in StreamOrders](#resyncing-in-streamorders)
- Wait up to 5 minutes for sync
- Contact support if persists

**AI doesn't recognize an item by name**

Add alternate names and phonetic spellings to the item’s description in Toast, then resync.

**Open StreamOrders doesn't open a tab**

Connect from Toast instead: in Toast, go to **Integrations** → **Browse and Purchase Integrations**, search for **Stream** (not “Maple”), click **Add** and grant employee access. Click the gear icon on the Stream integration, copy the **Merchant ID** (also called Venue ID), and send it to your onboarding specialist or [Maple support](https://docs.maple.inc/need-help.md) to finish linking your location.

**Can't find Integrations in Toast**

Search for “integrations” in the Toast search box, or look under **General Settings** → **Integrations**. If it’s still missing, check that **Restaurant Management Suite** is on your Toast account. After buying it, refresh the page and check your email for the confirmation; the change can take a moment to show.

**Orders not appearing in Toast**

- Verify integration is active
- Check Toast is online
- Confirm location is selected
- Review error logs in dashboard

**Payment failures**

- Verify payment settings
- Check processor connection
- Review decline reasons
- Confirm customer card details

**Wrong prices showing**

- Update prices in Toast
- Wait for sync (up to 5 minutes), or resync in StreamOrders
- Check for active promotions
- Verify price levels

## Advanced Features

### Revenue Centers

- Not used
- Orders are placed through the configured takeout or delivery dining option

### Loyalty

- Not supported
- Saved cards are not supported

### Catering Orders

For large/advance orders:

- Extended prep times
- Deposit requirements
- Special instructions
- Scheduled ordering

## Best Practices

> [!TIP]
>
> **Menu Optimization**: Keep menu item names clear and pronunciation-friendly for voice ordering.

> [!TIP]
>
> **Modifier Management**: Limit modifiers to essential options to reduce complexity.

> [!TIP]
>
> **Regular Testing**: Make monthly test orders to ensure everything works smoothly.

## Support Resources

- **Toast Support**: For POS-specific issues
- **Maple Support**: <hello@maple.inc>
- **Integration Status**: Check dashboard for real-time status
- **Documentation**: [Toast API Docs](https://doc.toasttab.com)

## Next Steps

- [Configure Payments](https://docs.maple.inc/orders/config/payment-methods.md): Set up payment processing
- [Delivery Settings](https://docs.maple.inc/orders/config/delivery.md): Configure delivery zones
- [Menu Management](https://docs.maple.inc/orders/config/menu-management.md): Manage your menu
- [Go Live](https://docs.maple.inc/going-live.md): Launch to customers