Online orders are the highest-margin covers a restaurant can run — and the most invisible. The diner pays, the food goes out, and the relationship ends. The Online Ordering Integration captures every transaction from Toast, Square, or Clover into a GHL contact, recovers abandoned carts, upsells based on order history, and triggers a post-delivery review request — turning takeout into a measurable, repeatable channel.
What it ships with
- GHL workflows:
Order – Sync Contact,Order – Abandoned Cart,Order – Post-Delivery Review,Order – Upsell Trigger - Webhook receivers for Toast Online Ordering, Square Online, and Clover Online Ordering
- Cart-abandonment detection via session timeout + uncaptured intent
- Pre-written SMS and email templates for recovery, upsell, and review request
- Custom fields:
last_order_at,lifetime_order_count,avg_ticket_size,top_dish,preferred_daypart,cart_abandoned_at
The flow (step-by-step)
1. Order placed
Toast/Square/Clover fires a webhook with the diner’s phone or email, items, ticket size, and order type (pickup vs. delivery). Contact is created or matched in GHL within 30 seconds.
2. Abandoned-cart capture
If a diner adds items, enters their phone, then leaves without paying, the cart-abandonment workflow fires a single SMS 18 minutes later: “Still hungry? Your cart at [restaurant] is one tap away — [link].” One touch, no nagging.
3. Post-delivery review trigger
For delivery orders, a review SMS fires 90 minutes after order completion (longer than dine-in because the food traveled). Same sentiment-routing logic as the in-house review flow.
4. Order-history upsell
When lifetime_order_count crosses 3, the diner enters a light upsell cadence: a Thursday “your usual + a side of [complementary dish] tonight?” SMS for diners whose top_dish is known. Targeted, not blanket.
5. Daypart and dish intelligence
preferred_daypart and top_dish are computed from order history. Weekly Specials Blast pulls from these fields so a lunch regular does not get a midnight-menu push.
6. Win-back tie-in
If last_order_at is 60+ days stale, the contact drops into the Win-Back sequence with an order-specific recovery offer (“free delivery on your next order”).
What you can expect
Operators typically see abandoned-cart recovery convert 8-14% of touched carts within 24 hours — pure incremental revenue against carts that would otherwise have died. Diners with 3+ orders show a 25-40% lift in monthly order frequency once the upsell workflow turns on. Post-delivery reviews land in the same Google/Yelp pipeline as dine-in reviews, growing the public review count without any new operational lift.
Setup & customization
Pre-built: all three POS integrations, every workflow, every message template, and the order-history field math.
What you tweak in 10 minutes: the abandoned-cart timer (18 minutes default), the post-delivery review delay, the upsell SMS copy, and the daypart definitions used for targeting.
Compliance notes
Phone capture at the POS or online checkout includes explicit marketing opt-in (Toast, Square, and Clover all support this at the signature/checkout step). Abandoned-cart SMS runs as transactional under TCPA (the diner began a purchase and entered their phone) but uses marketing-style 10DLC throughput to avoid filtering. STOP is honored across all order, upsell, and review workflows. PCI scope stays inside the POS — GHL receives no card data, only contact and order metadata.
Stop letting takeout diners disappear after the credit-card swipe. Install the Restaurant Snapshot for $997 or the lite build at $997, with a 30-day money-back guarantee. Buy now or book a walkthrough.