NEW Order Manager

Kala Haley
Kala Haley
  • Updated

Table of Contents




Otter’s new Order Management showcases a brand new order feed view and navigation panel to manage all your orders with ease! Available Tuesday, September 12th at 2AM PST.


Here are the top 3 new features that will improve your Order Manager experience:

  • Navigation: The new homepage lets you move between apps with ease.
  • Color-coded order tags: Keep order statuses accurate with tags showing how much time is left to complete them.
  • Enhanced order notification: Make accepting orders & adjusting prep times easier with our simplified alerts.

With this upgrade, you’ll see:

  • Improved speed for increased order efficiency.
  • More user-friendly design, making order workflows seamless.
  • A new homepage, letting you access more features in one place.




Previous experience:
Navigation in top left with hamburger menu linking to different pages within your Order Manager.

download - 2023-08-18T142908.866.png

Pilot experience:
Navigation panel will open to reveal app navigation. When clicked, you will be directed to each app page, e.g. orders or menus to take action*

*No changes have been made to current menus, analytics, storefront, financials experiences.

download - 2023-08-18T143540.995.png


Order Feed

Previous experience:
All orders were in the same scroll including POS, delivery & dine-in.

download - 2023-08-18T143918.320.png

Pilot experience:
Tags for courier status & time to complete are visible for all delivery orders and show green, yellow and red to indicate urgency.

Clicking on an order will show more details- easily navigate to each section of the order by tapping “Order”, “Courier” or “Eater”

download - 2023-08-18T143926.950.png

For questions or concerns about this new Order Manager upgrade, please reach out to us at We’re excited to make your orders even better!

New Order Manager FAQs

Do you have additional questions about the New Order Manager interface? Here are answers to some of our commonly raised questions. If you don't see answers to your questions, reach out to us via phone, chat or email and we will be happy to offer further assistance! 


I need help navigating the new order manager interface 

Since the look and feel of the new interface are different, learning to navigate it can take a bit of time but we are here to help! Here are a few resources that can help you get more familiar with navigating the new interface!

  1. We have a navigation tutorial located in the ‘Settings’ of the New Order Manager that will walk you through all of the new changes. To navigate here, follow the steps below:
    1. Click the profile icon in the upper right-hand corner
    2. Select 'View Tutorial' from the dropdown menu
      1. chrome-capture-2023-12-13 (3).png
    3. A video will appear which will be a series of clickable images, designed to take you, step by step, through the Orders Feed and its functionality. 
      1. chrome-capture-2023-12-13 (1).png
  2. Here are a few resources to help you familiarize yourself with our new and improved order manager  
    1. NEW Order Manager | Otter How-tos
    2. Getting Started with NEW Order Manager


I am missing orders when using the New Order Manager 

We apologize that orders are being missed after upgrading to the New Order Manager. We’ve found that orders can be missed if orders are not set to ‘auto-accept’ or the order was not manually accepted within the timeframe determined by the ordering platform (usually within 3 minutes). Both of these issues can be fixed by adjusting the settings to ‘auto accept. To update your notifications to auto accept, follow the steps below: 

  • Click the profile icon on the homepage and then select 'Settings' in the drop down.
  • Select the “Orders” app settings
  • Toggle “Auto-Accept” ON so that orders are automatically accepted once received.
    • chrome-capture-2023-12-13 (4).png


If your order notification setting are not set to ‘auto accept’, you must manually accept the order (within the timeframe determined by the OFO, usually within 3 mins, or else the order is canceled)


I have No Sound Notification on incoming orders

If you are not hearing the sound notification of new orders, you have the ability to set your notification behavior preferences when using the New Order Manager interface. To set your preferences, follow these steps

  • Click the profile icon on the homepage and then select 'Settings' in the drop down.
  • Select “Notifications” on the settings page and then select the notification type you'd like to adjust from the list of options. 
  • Behavior: You can choose between two behavior options: ‘persistent’ (the notification will not dismiss until you accept or decline the order) and ‘auto accept’ (the notification will dismiss after 3 seconds)

Note: The Persistent behavior is most similar to the old order manager. If you are not hearing the notifications, the persistent behavior is highly recommended

Note: If you select ‘manual accept’, the ‘auto accept’ behavior will not be an option as you will have to manually accept the order before the notification dismisses. 


I have No Sound AND No visual notifications on incoming orders

If you have No Sound AND No visual notifications on incoming orders, the reason is likely that the tablet has an incorrect time compared to the order’s system time. To fix this:

  • Tablet Settings
    • chrome-capture-2023-12-14.png
  • Scroll down and select the 'General Management' section 
    • chrome-capture-2023-12-14 (1).png
  • Select 'Date and Time'
    • chrome-capture-2023-12-14 (2).png
  • Make sure the ‘Automatic date and time’ is toggled ‘ON’ 
    • chrome-capture-2023-12-14 (3).png

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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