> ## Documentation Index
> Fetch the complete documentation index at: https://help.storetalk.app/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp ordering (remote)

> How remote customers order for takeaway or delivery over WhatsApp, pay by card, and get live order updates

Remote customers order the **same menu** as your dine-in guests — over WhatsApp, for
collection or delivery. There's no app to install and no link to type: they tap a button and
browse.

## How an order starts

A customer reaches the menu in one of two ways, both ending in a **"View Menu"** button in
the chat:

* **A keyword** — you set up a flow triggered by words like `menu`, `food` or `order`. When a
  customer sends one, the flow opens the menu.
* **The AI front desk** — if your AI assistant is on, a message like *"I'd like to order food"*
  is recognised and routed to the same ordering flow.

<Note>
  Ordering is always launched by a **flow** with the Restaurant app's *open menu* action. The AI
  assistant can hand off to that flow, but the menu itself is opened by the flow — so keyword and
  AI both lead to the same, consistent experience.
</Note>

## The order

```
Customer taps "View Menu" in WhatsApp
        ↓
Browses the menu → adds items → chooses collection or delivery
        ↓
Reviews the total (VAT / service charge) → pays by card / Apple Pay
        ↓
Order confirmed → fires to the Kitchen Display
```

## Updates the customer receives

Because the order came from WhatsApp, StoreTalk keeps the customer posted **in the chat**:

* **Order confirmed** — a message with the total and a short **tracking link**
  (`s.storetalk.app/…`) they can reopen any time.
* **Ready for collection** / **On its way** — sent when the kitchen marks the order ready (for
  collection) or out for delivery.

The **tracking link** opens a live progress tracker — *Placed → Preparing → Ready → Collected* —
where the customer can also **cancel** the order, up until the kitchen starts preparing it.

<Card title="Card payments" icon="credit-card" href="/payments/collect-payments">
  WhatsApp orders are paid up front by card through your Stripe or Razorpay app. Set that up first.
</Card>