Orders and WhatsApp Flow
Topic 05
When to use Phone vs WhatsApp vs Directions
Assign each action a job
WhatsApp for orders and updates, Phone for urgent exceptions, Directions for visits. Teach guests with how you place the buttons.
In 30 seconds
- Keep WhatsApp as the primary order path on the menu.
- Use Phone for time-sensitive exceptions only.
- Make sure Directions works for dine-in guests.
Why this matters
A quick visual for busy owners.Replace with a real WhatsApp order confirmation next to the live menu item screenshot when ready.If every action tries to do every job, staff get noisy calls and incomplete order chats. Give each button a role.
Suggested roles
- WhatsApp: orders, specials questions, status
- Phone: urgent changes, unreachable chat, accessibility needs
- Directions: coming in person
Example
7 days
30 days
90 days
Contact and map actions
- WhatsApp186
- Phone94
- Directions71
- Order clarity in chatBetter via WhatsApp
Recommendation
Lead with WhatsApp for ordersWritten orders reduce mistakes. Keep Phone available, but do not make voice the default for complex builds.
Data to decisions
| What you notice | What to do |
|---|
| Phone higher than WhatsApp | Emphasize chat on the menu |
| Directions low for a walk-in concept | Check pin and dine-in messaging |
| Voicemail full | Route more volume into WhatsApp templates |
The takeaway
Contact actions are tools. Assign each one a job and design the menu around that.
