Live Alerts

Jun
Jun
  • Updated

Overview

Live Alerts enable real-time action by promptly notifying you when specific actions, such as a store going offline, happen at one of your locations.

Features

Live Alerts Control Panel

This allows you to customize how you receive notifications from Business Manager.

  • Brand & Location Settings

    • Allows you to filter your notifications to specific brands or store locations.

  • Live alerts settings

    • Allows you to choose how you would like to receive notifications and which notifications you would like to receive.

  • The ability to adjust your notifications from the Restaurant Manager iOS App

image-20231212-195336.pngNotification Types

  • Storefront paused

    • Receive notifications when storefronts are paused

  • Prep time changed

    • Receive notifications when order prep times are changed

  • Auto-accept turned off

    • Receive notifications when auto-accept for incoming orders are turned off

  • Unavailable items

    • Receive notifications when menu items are unavailable

  • POS Order injection failure
    • Receive email notifications when orders fail to be injected into the POS
  • Order Canceled
    • Receive notifications if there are more than 3 consecutive canceled orders. 

POS Order Injection Failure Live Alert Examples

Type of error Live Alert

Menu is out of sync, the order cannot be mapped to POS ids.

 

Trigger: If there are three order injection failures in a row, the alert is triggered.

Max per day: 5 alerts max per 24h per user.

Screenshot 2023-12-13 at 15.48.11.png

Time out of the POS.

A timeout error happens when Otter tries to inject the order into the POS but it does not get any response from the POS on the success or failure of the operation.

The main reason why this usually happens is because the POS device lost internet connection.

 

Example of NCR Aloha timeout error:

[{"code":"ORDER_ISSUE_POS_VENDOR_ERROR","description":"INTERNAL: POS timed out when trying to create order. Order id: [10067350582483600076]."}]

Trigger: for each order injection failure due to a time out, the alert is triggered.

Max per day: 5 alerts max per 24h per user.

 

Screenshot 2023-12-13 at 15.46.02.png

Notification Methods

  • Otter IOS App (Via Push notification)

  • SMS

  • Email

  • Otter Dashboard notification panel

Screenshot 2023-07-20 at 1.14.10 PM.png

Frequently Asked Questions

  • Is this a free feature?

    • Currently, this feature is only available for paid plans.

    • Availability depends on your region.

    • This is currently in beta. A group of customers has been selected to participate. If you would like to join the closed beta, reach out to edzel.tabing@cloudkitchens.com.

  • Where will this feature live?

    • It will be displayed below the current Home page.

  • How can I access the live alerts settings?

    • You can access live alerts settings by clicking on your notifications on your Dashboard and then selecting Live Alerts.

      Screenshot 2023-07-20 at 1.26.13 PM.png
  • Does this feature allow me to pause or unpause my store location?

    • Yes but with required conditions.

    • Once you have received a notification for a store pause, you may be able to unpause it. This is dependent on the pause reason and where the pause was conducted.

    • If the store was paused by an employee at the location:

      • This can be unpaused.

    • If the store was paused by the online ordering service (ex. Uber Eats or Doordash):

      • If the store was paused by the ordering service for a reason such as too many missed or canceled orders, or if the courier reported the store as closed. You may not be able to unpause the location from your dashboard.

  • Do you have any other text methods besides SMS? Do you support Whatsapp?

    • At this time, we do not support WhatsApp but our team is looking into this!

  • How soon do we receive the alerts?

    • Alerts about your menu items, auto-accept, and prep time are delivered almost instantly.

    • Your store’s status alert may be delayed (up to 3 hours).

  • I did not receive an alert even if my store shows up as “offline” on my online ordering service (eg. Uber Eats). Why?

    • Live Alerts checks your store’s connection to the delivery partner and sends alerts based on it.

    • Your delivery partner’s app is handled differently.

    • Our team is looking into integrating the eater-facing app’s status in the future.

  • Is the live alert for POS order injection failure feature available for all customers?
    • Yes, it is available for all customers that have the right entitlements.
  • Is the live alert for POS order injection failure feature available for all POS integrations?
    • Yes, but error messages and coverage may vary. For now, only menu out-of-sync and time-outs

       

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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