Configuring Guest Service Requests

Service requests allow your guests to communicate with their server or request items such as additional utensils, a water refill, or sending a custom message to their server. 

When the Service Request setting is turned on, guests will have the option to send a request at the 'Order Status' screen by clicking the 'Request Server' button clicking the bell icon on the menu page next to the search button. 

Guests are also able to click on the 'Request Service' button on the order status page. 

To enable Service Requests, navigate to the Tables/Location Codes settings under the 'Restaurant Setup' section of the Owner Panel.

Select the location codes you would like to have the Service Requests turned on for and click the pencil icon to edit the settings for the location code.

From there, scroll down to the 'Guest Experience' heading and select 'On' in the dropdown menu for 'Allow Service Requests' and then click 'Save'.

You will also need to ensure that Service Requests are configured under each device profile that you would like to use. To have this turned on, please contact our support team by sending an email to support@bbot.menu.

Once the service requests have been enabled in the location codes and the device profiles, you can create a new service request in the 'Service Request' settings under the 'System Configuration' settings in the Owner Panel.

On the Service Requests configuration page, you will find an explanation of the feature, as well as some requirements for Service Requests to be enabled. By clicking 'Load All Default Service Request Options', it will automatically add the below Service Requests.

  • Bring Water
  • Bring Silverware
  • Bring Napkins
  • Get a Take-Out Box
  • General Service
  • Send a custom message to your server

A dialogue box will also appear in red if you do not have any Location Codes with Service Requests enabled. Clicking the link in blue labeled 'here' will take you to the Location Codes configuration settings to turn 'Allow Service Requests' on.

To create a new Service Request, click on 'New Service Request' on the bottom of the page.

When creating a new service request, you will be presented with a dropdown where you can choose from the following: 

  • Bring Water
  • Bring Silverware
  • Bring Napkins
  • Get a Take-Out Box
  • General Service
  • Send a custom message to your server
  • Custom

When you choose "Custom", you will be taken to the next settings page. Here, you can customize various aspects of your Service Request: 

Label for Patron - This is the name of the Service Requests that your guests will see on the ordering page.

Description for Patron (optional) - This text will appear below the button to explain the service request to your guests.

Message to Staff or Allow patron to send a custom message - You can configure what message is sent to your staff on the Kitchen Display Screen. Alternatively, you can set the Service Request to allow your guests to send a custom message to your staff. 

Minimum seconds between requests allowed - This setting blocks the service request from being placed in quick succession from the same location depending on the number of seconds entered in this field. This setting applies per Service Request. For example, if this setting is set to 60 seconds, when four separate people access the same table/Location Code, they can only send that Service Request once between all four people every 60 seconds. 

Show only after paid order - This setting is on by default, and allows this Service Request to only be available once your guest has paid for an order. 

Show only on specified locations - This setting allows you to specify which Location Codes this Service Request will be available at. For example, if you only needed the Service Request "Need Table Wiped Down" at your tables, you would enable this setting and check off all of your table Location Codes. This setting will also show you which Location Codes have Service Requests on/off. 

Once this has all been configured, the guest can select whatever Service Request you've enabled in the owner panel, including a custom message, and it will be sent to the KDS screen in the terminal.

For information on using Service requests, read this.


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