Toast Text To Pay

[BestWingsHTX]

Hello!

Has anyone using Text To Pay had success with having the orders route directly to the kitchen (KDS & Printer) once the customer has paid? When we joined Toast earlier this year in January, Text To Pay was promoted as an alternative to taking payment via phone for call in orders and that the orders would be routed directly to the kitchen once the customer pays. This product does not work this way. What actually happens is once a customer pays, a notification is sent to the POS and the order has to be sent to the kitchen manually. During high volume times, the notification can be missed, hence the order doesn't get sent to the kitchen. Although we have implemented measures to try to prevent this, they are not ironclad. 

Help articles state that the order will be routed according to printer settings, however, we have not been successful with finding specific text to pay printer routing options. Has anyone else had success with having Text to Pay orders route directly to the kitchen (KDS & Printer) once customers have paid?

PS - We have opened multiple tickets with Toast Support, to no avail, hence my post here after 10 months of trying to work through this. 

Thanks!

[BestWingsHTX]

Good that works for your store flow. 

[michelley868]

How to fix the issue?

[Rob]

I just wanted to offer some insight here, after speaking with my team this is the update:

This behavior is expected. Text to Pay does not automatically fire the order to the kitchen after the guest pays, even if your printer/KDS settings are set to “send after payment.” The only action the system triggers is a notification on the POS, and staff must still manually send the order. Auto-routing on payment is not yet supported and is a known limitation of Text to Pay.

[BestWingsHTX]

Thanks Rob,

Any insight when this will be corrected? It was initially marketed by sales reps and on the Toast platform to work as I described above - and was a major reason I switched to Toast, as our stores receive a high volume of call-in orders. It's been several months now since I raised this concern and the only change that I've seen is the verbiage about Text-to-Pay, deleting the statements that it automatically will route to the kitchen printer/kds and the instructions on how to implement this auto feature. 

Thanks!