AlwaysOn

Overview

The AlwaysOn feature allows restaurants to minimize possible revenue loss by receiving text notifications when a store go offline or closes down during regular business hours. 

AlwaysOn allows you to:

  • Stay on top of business operations with a detailed live view of all locations and daily lost revenue.
  • Filter data by store or delivery partner to quickly identify possible issues and quickly make adjustments.
  • Catch changes to your storefront status as soon as they occur— Receive a text message whenever a store goes offline

 

Enabling AlwaysOn

Follow the steps below to enable the AlwaysOn feature.

  • Step 1:

    From the Otter Dashboard, click the profile icon > Settings.

    alt 

  • Step 2:

    Go to the AlwaysOn tab.

    Toggle on the locations you'd like to enable Always On notifications for.

    Always On Toggles

  • Step 3:

    Click [Save changes] to enable changes made to AlwaysOn settings.

    Save Always On Edits

 

 

AlwaysOn Settings

By toggling an event setting ON for the AlwaysOn feature, Otter will send you a notification, and automatically reopen or unpause your storefront for selected brands and locations when a corresponding event occurs.

NoteExample:
If an operator pauses a storefront at 8:30pm, but your closing time is set to 9pm— if Enable AlwaysOn near closing hour is toggled ON for AlwaysON, Otter will automatically unpause the storefront until set closing time.

To enable AlwaysOn for a specific event, toggle the button ON next to the desired event listed under AlwaysOn Settings.

Learn more about each type of AlwaysOn settings event type below.

AlwaysOn Setting Event Types:

 

  1. Operator pauses: You can choose to receive alerts when a staff member or an operator manually pauses a store. 

    Example: If a staff member pauses a store, there will be [no] alert and store unpausing.

  2. Excessive pauses: You can specify whether a store should be unpaused after repeated consecutive pausing within a specific timeframe. This guardrail is important because consecutive pausing may signal other problems with the store.

    Example: Within a 1-hour window, a store will not be unpaused for a third time after two consecutive unpausing events.

  3. Closing time sensitivity: You can set conditions for unpausing based on the store's closing time. This can be beneficial when the kitchen is already closed.

    Example: Alerts and unpausing will not happen 30 minutes before store closing.

  4. Timeout for missed and canceled orders: You can decide not to automatically unpause a store based on missed or canceled orders. This is beneficial as Delivery Service Providers may penalize stores that consecutively miss or cancel orders.

    Example: After 1 detected missed order, the store will not be unpaused.

 

 

AlwaysOn Notifications

Otter will automatically check store availability every 10 minutes. If AlwaysOn is enabled and a store or channel is detected as paused during operating hours, a notification will be sent to the registered contacts for that location. 

Once a notification is sent about a paused store or offline channel, that store will be automatically turned on (unpaused) if no response is received within 5 minutes. 

The 'Always On' alert will display the name of the store (the brand and which channel or Delivery Service Provider) is detected offline/paused. 

If multiple channels or delivery platforms are detected offline at the same time— separate texts will be sent for each platform or channel. 
Always On Example

Keep in mind, you can text STOP to opt out of all alerts. You will stop receiving alerts for all stores. (This only applies to the contact that responded; other contacts registered to the store are unaffected).

InfoMultiple Channels or Platforms Detected by AlwaysOn
If multiple channels or delivery platforms are detected offline at the same time— separate texts will be sent for each platform or channel.

 

Edit AlwaysOn Contact Information

You can edit contact information, select more alert notifications, and communication preference by clicking [View notifications] on the AlwaysOn page.

For more information on Live Alerts and notifications here.

 

 

Bulk Unpausing Storefront

For events where storefronts are paused for a reason not listed above for the AlwaysOn feature— Storefronts will not be automatically turned back on. For these events, you will be able to bulk unpause all paused storefronts within the Otter Dashboard. 

From the Otter Dashboard, you will be able to see:

  • Alerts to locations needing attention
  • Source of locations pausing event
  • Unpause locations by reason, brand, and delivery provider
NoteFor AlwaysOn Subscriptions Only
This Bulk Unpausing feature is only available for those who have AlwaysOn in their Otter subscription.

Follow the steps below to bulk unpause storefronts:

  • Step Process Image
    1

    From the Otter Dashboard homepage, you will see # Locations need attention alert (when applicable).

    Click the alert to view.
    2

    Issues detected will show.

    Click Open Unpause Assistant.

     

    InfoBroken Channels
    The bulk unpause feature does not apply to broken channels. To resolve broken channels, follow the prompt(s) listed in the alert.

     
    3

    Toggle Select all or individually select listed paused reasons to apply the bulk unpause workflow for.

    Click [Next].
    4

    Toggle Select all or individually select listed brands to apply the bulk unpause workflow for.

    Click [Next].
    5

    Toggle Select all or individually select listed delivery platforms to apply the bulk unpause workflow for.

    Click [Next].
    6 Once selections are made, check the box to confirm and click [Unpause all].
    7

    Progress bar will show an Unpausing workflow. Click the ^ to expand and view further details. 

    You can view expanded progress by unpausing status:

    • In progress
    • Successful
    • Failed

    Unpause progress bar

    Unpause progress expanded
    8

    Confirmation will show when Unpause workflow is complete.

     

    warning-notification.svgFailed Unpausing Stores
    If all or partial storefronts failed to be unpaused, the progress/confirmation bar will alert you in red.

    You can run the flow again by clicking [Retry all].

     

    Successful Bulk Unpause Confirmation

    Partial Failed Bulk Unpause Alert

Video demo of bulk unpausing storefronts:

 

 

warning-notification.svgBulk Unpausing Workflow Cannot be Stopped
Once the bulk unpause workflow has been confirmed by clicking [Unpause all], the workflow cannot be paused or stopped. Once the workflow has started, the storefronts for selected unpaused reasons, brands, and delivery platforms will be included in the unpausing action. 

 

 

Troubleshooting

  • If there is an issue with a storefront when attempting to unpause, this can cause the unpause event to fail. You will be notified by the bulk unpausing progress bar— a Failed notification will also appear next to the corresponding storefront.

    Failed Bulk Unpause

    Click [Retry] to reattempt the unpause. If the issue persists, double-check that your integration is still connected and if there are any issues flagged for that integration. Check out how to do that here.

 

 

FAQs

  • Follow the steps below to update your contact information in the Otter Dashboard.

    Step Process Image
    1 From the Otter Dashboard, click the profile icon > Settings.
    Settings in Dashboard
    2

    Select the Account tab on the left side menu.

    Click [Edit].
    3

    Enter updated contact information in the corresponding field. 

    Click [Save].

  • You can pause storefronts from the Otter tablet, POS, or the Order Manager website. When selecting or scheduling a storefront pause, you can select all for bulk pausing.

    Learn more on that here.

 

 

 

 

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