Otter + Square Integration Guide

Kurt De La Rosa
Kurt De La Rosa
  • Updated

Table of Contents


What if I previously worked with another POS provider (e.g. Chowly, It's a Checkmate)?

  1. Please reach out to the Prior POS Provider to remove integrations from all delivery partners. They cannot just be disconnected, they need to be removed or the delivery partners will not let us connect. Please set a specific time to disconnect/remove the Prior POS Integrator and we can immediately launch the Otter integration.

  2. Please connect with your Delivery Partners to set the “tablet order protocol”. The Prior POS Provider often has you change the order protocol so we’ll need to revert it back to the tablet. The Delivery Partners should be able to confirm/get this done quickly

  3. Similarly, please connect with your Delivery Partners to allow us menu edit access on all Delivery Partners.

To confirm, there is no downtime in terms of accepting orders if you follow these steps, and you can have an Order Manager running on the Otter tablet to aggregate those throughout the process. Still, we cannot link/publish to your Delivery Partners until the above steps are followed.


What are the benefits of the Otter-Square Integration?

Otter’s point-of-sale integration allows orders from your delivery partners to flow directly into your point of sale.  This integration has numerous benefits including: 

  • Allowing all orders to flow directly into your Square KDS seamlessly
  • Eliminating the manual entry of delivery platform orders into the POS
  • Improving the quality of the data by reducing errors from manual entry


How should I build my Otter menu?

Please review all categories in Square that you would like on your 3rd party delivery apps. Add any items/item variations/categories/modifiers that do not already exist in Square precisely as you want the guest to see them. We will be synchronizing these with the delivery app menus so that they will reflect how they are in Square, giving you the ability to completely control your guests’ experience and how your 3rd party menus will appear. 

Otter will import the whole menu you have in Square.


What if I want Otter not to import some of the Square items?

If you wish to exclude some items from the Menu that Otter will import, add the “Hide from Otter” custom Attribute to those items.

The “Hide from Otter” custom Attribute is automatically generated by Otter in your Square Account at the time of the onboarding.



What if I have different prices online and in-store?

Currently, if you have different pricing for in-store vs delivery platforms, there are 2 options:

Option 1: Creating new items with uplifted price for delivery/integration use only

  • This option here will provide better long-term integration success, as it provides specific parameters for troubleshooting post-live when needed.

Option 2: Utilizing Otter’s POS Self-serve Menu Management Tool 

  • This is the recommended route if you do not want to duplicate your items within Square POS.
  • If you would like to utilize this tool, please notify your onboarding specialist!


How will my Item Variations look on the delivery platforms?

The item Variations will be imported as separate items into the delivery platforms. Therefore, the names of item variants will be combined with the item name. 

For example, the “Large” variation of the  “Vanilla” item will become “Vanilla” and “Large - Vanilla”

If you don’t want this naming for your item variations, please create separate items for each item variation or add them as a modifier group.


What if I have items belonging to different Virtual Brands Menu in the same Square account?

If you want Otter to import specific items for a specific Virtual Brand/s (VB) Menu only, please follow the instructions below:

  1. Edit the item that you want to be part of a specific Otter Virtual Bran Menu
  2. Scroll down to the Custom Attribute section on the item edit page. Tap Add Custom Attribute

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  1. Select from the dropdown the Brand/s where you want to serve your item

otter-square attributes.png

  1. Enable the Value toggle and tap “Add”

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  1. Save the change

otter-square step 5.png

Please note: if the item has the “HIDE FROM OTTER” custom attribute enabled, the item won’t be read at all.


How to add address information?

  1. Navigate to the Account & Settings page from your Square dashboard. 
  2. On the left-hand side, click the Business drop-down followed by Locations
  3. If you don’t see a location, click Create a Location and fill out the form. 

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If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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