Using Orders Hub

Order statuses

An order status is assigned to an order as it progresses through Orders Hub. The number of orders in each status is located next to the status name. The top navigation displays orders by the following five statuses:

  • Needs Approval

  • Scheduled

  • Active

  • Order Ready

  • Complete

Needs approval

The Needs Approval tab displays orders that need to be manually approved before they can be fulfilled. If you have enabled manual approval mode for online orders, then orders submitted through your Toast Online Ordering website or through the Local by Toast app are listed in the Needs Approval tab. Orders submitted through third-party online ordering channels are automatically approved and will not appear in the Needs Approval tab. Orders Hub purges orders in the Needs Approval tab at the end of the business day.

You are notified of orders that are awaiting approval by:

  • An auditory noise.

  • A blue notification dot that appears in the Needs Approval tab. The number of orders that are awaiting approval is displayed.

  • A notification bell icon that appears to the left of the screen.

Each order entry in the Needs Approval tab displays the following information:

  • Check number.

  • Guest name, if available.

  • Guest phone number, if available.

  • Date and time when the guest placed the order.

  • Dining option. For example, Delivery or Pickup.

  • Dining behavior. For example, Delivery is displayed for off-premise orders. 


  • Order due time. The time when the order should be ready for delivery or pickup. If the order is due on a date that is not the current date, the date appears next to the due time.

Selecting a Needs Approval order entry displays detailed order information. The following information is available:

  • Check number.

  • Guest name, if available.

  • Tab name, if available. Tab name settings can be configured in Toast Web.

  • Guest phone number, if available.

  • Guest delivery address, if available.

  • Guest email address, if available.

  • Fulfillment type. This includes any special delivery instructions. For more information, see this Toast Central article.

  • Guest delivery address, if available.

  • Menu items in the order.

  • Order subtotal, tax, and total amount.

  • Service Charge (Svc), if applicable.

Note

Content in the tab name field may vary depending on the ordering method (for example using a POS device, or online ordering channel). Content may include online ordering channel order number and guest name.

In the detailed order information view, the following actions are available:

  • Print: This prints order information to the device’s assigned receipt printer. The Print button is not available for orders placed using online ordering channels.

  • Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering integration.

    Note

    Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the online ordering integration's system.

  • Approve: Approves the order and moves it to either the Scheduled tab or Active tab depending on the requested fulfillment time.

  • Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet. An unpaid order can appear in the Needs Approval tab if a restaurant has set the option to accept cash payments for online orders and has enabled manual approval mode for orders. When the guest comes to pick up their order, they can pay in cash when they arrive at the restaurant.

Scheduled

The Scheduled tab displays orders that are scheduled to be fulfilled at a future date and time. An order whose requested fulfillment time is later than the current order quote time is considered a future order and is displayed under the Scheduled tab. Orders in the Scheduled tab are not purged until they are fired or canceled.

A Scheduled order moves to the Active tab only if both of the following conditions are satisfied:

  • A Toast POS device is configured to Autofire.

  • The prep time clock begins.

Each order entry in the Scheduled tab displays the following information:

  • Check number.

  • Guest’s name, if available.

  • Guest’s phone number, if available.

  • Date and time when the guest placed the order.

  • Firing time and date. The firing time is the same as the local device time. See the table below for a list of firing times, corresponding text colors, and example text descriptions.

    The scheduled firing time displayed is dynamic, meaning it changes as the order gets closer to the firing time. For example, the text description on an order entry will change from “Firing 4/6, 2:00 PM” to “Firing in 52 minutes”.

    Scheduled firing time Text color Example text description

    Scheduled to fire in more than one hour

    Gray

    Firing 4/6, 4:38 PM

    Scheduled to fire in one hour or less

    Green

    Firing in 58 min

    Scheduled to fire in less than one minute

    Green

    Firing any second

    Scheduled fire time has passed

    Red

    Firing in - 4 minutes

  • Dining option. For example, Delivery or Pickup.

  • Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Toast Delivery Services statuses.

  • Dining behavior. For example, Delivery is displayed for off-premise orders.

  • Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting a Scheduled order entry displays detailed order information. The following information is available:

  • Check number.

  • Guest name, if available.

  • Tab name, if available. Tab name settings can be configured in Toast Web.

  • Guest phone number, if available.

  • Guest delivery address, if available.

  • Guest email address, if available.

  • Fulfillment type. This includes any special delivery instructions. For more information, see this Toast Central article.

  • Toast Delivery Services (TDS) reference, if applicable.

  • Menu item(s) in the order.

  • Order subtotal, tax, and total amount.

  • Service Charge (Svc), if applicable.

In the detailed order information view, certain actions are available. Available actions may vary depending on the fulfillment type.

  • Print: This prints order information to the device’s assigned receipt printer.

  • Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering integration. Any updates made to the order are sent to the kitchen. The order appears in the Scheduled tab until it is ready for fulfillment.

    Note

    Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the online ordering integration's system.

  • Schedule: Update scheduled orders. The Schedule button appears differently based on whether or not the order has been paid. If the order has been paid, the button is labeled Schedule. If the order has not been paid, the Schedule button is displayed as a calendar icon with no text. Both buttons open the Set Preparation Time modal.

    The Schedule button opens the Set Preparation Time modal. Select your new preparation (prep) date and time. The prep time is defaulted to the setting in Toast Web. To update the prep time, select the new time in days, hours, and/or minutes. Select the Next button to go to the Date screen. If the prep time changed, the Date screen displays the new prep time and when the order will be ready. On the Date screen, select a new date or schedule the order for ASAP fulfillment. To save your changes, select the Select button. To close the modal, select Cancel.

    After the order is updated, a notification appears at the bottom of the screen stating that the order has been updated.

  • Fire Now: Fire an approved order to the kitchen immediately instead of firing it closer to the fulfillment time. For more information, see this Toast Central article.

  • Pay $: The Pay $ button is only active if the guest has not paid for their order yet.

Active

When you open the Orders Hub screen, the Active tab is the default view. The Active tab displays orders that are currently being prepared. To mark an Active order as Order Ready, select the Order Ready button. Orders Hub purges orders in the Active tab at the end of the business day.

Each order entry in the Active tab displays the following information:

  • Check number.

  • Guest name, if available.

  • Guest phone number, if available.

  • Date and time when the guest placed the order.

  • Dining option. For example, Delivery or Pickup.

  • Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Toast Delivery Services statuses.

  • Dining behavior. For example, Delivery is displayed for off-premise orders.

  • Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting an Active order entry displays detailed order information. The following information is available:

  • Check number.

  • Guest name, if available.

  • Tab name, if available. Tab name settings can be configured in Toast Web.

  • Guest phone number, if available.

  • Guest delivery address, if available.

  • Guest email address, if available.

  • Fulfillment type. This includes any special delivery instructions. For more information, see this Toast Central article.

  • Toast Delivery Services (TDS) reference, if applicable.

  • Name of delivery person, if available.

  • Phone number of delivery person if available.

  • Menu item(s) in the order.

  • Order subtotal, tax, and total amount.

  • Service Charge (Svc), if applicable.

In the detailed order information view, actions are available. Available actions may vary depending on the fulfillment type.

  • Print: This prints order information to the device’s assigned receipt printer.

  • Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering integration.

    Note

    Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the online ordering integration's system.

  • Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet.

  • Order Ready: This signals that the order is ready for pick up or delivery and moves the order to the Order Ready tab. If order ready messaging is enabled, selecting the Order Ready button triggers Orders Hub to send a text message to the phone number associated with the order notifying them that their order is ready for pick up. Order ready messaging can be configured in Toast Web. If an order has been updated and moved back to the Active tab for fulfillment, once the order is marked as Order Ready, this triggers Orders Hub to send another text message.

  • Redispatch: This requests a new delivery person to deliver this order. The button is active as long as the order has not already been redispatched. The button can only be pressed once.

Order ready

The Order Ready tab displays orders that are ready for pickup or delivery. To complete an order, select the Complete button to move it to the Completed tab. Orders Hub purges orders in the Order Ready tab at the end of the business day.

Each order entry in the Order Ready tab displays the following information:

  • Check number.

  • Guest’s name, if available.

  • Guest’s phone number, if available.

  • Date and time when the guest placed the order.

  • Dining option. For example, Delivery or Pickup.

  • Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Toast Delivery Services statuses.

  • Dining behavior. For example, Delivery is displayed for off-premise orders.

  • Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting an Order Ready order entry displays detailed order information. The following information is available:

  • Check number.

  • Guest name, if available.

  • Tab name, if available. Tab name settings can be configured in Toast Web.

  • Guest phone number, if available.

  • Guest delivery address, if available.

  • Guest email address, if available.

  • Fulfillment type. This includes any special delivery instructions. For more information, see this Toast Central article.

  • Toast Delivery Services (TDS) reference, if applicable.

  • Name of delivery person, if available.

  • Phone number of delivery person, if available.

  • Menu item(s) in the order.

  • Order subtotal, tax, and total amount.

  • Service Charge (Svc), if applicable.

In the detailed order information view, the following actions are available:

  • Print: This prints order information to the device’s assigned receipt printer.

  • Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering integration.

    Note

    Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the online ordering integration's system.

  • Pay $: This opens the payment screen. The Pay $ button is only active when the guest has not paid for their order yet.

  • Redispatch: This requests a new delivery person to deliver this order. The button is active as long as the order has not already been redispatched. The button can only be pressed once.

  • Complete: This moves the order to the Completed tab. The Complete button is only active when the guest has paid for their order. If the guest hasn’t paid for their order yet, the button is inactive.

Completed

The Completed tab displays orders that have been completed. When an order is marked as Completed, guests can pick up their takeout order, or drivers can collect orders for delivery. To mark an order as Completed, select the Complete button in the order detail view. The order moves to the Completed tab. Orders Hub purges orders in the Completed tab at the end of the day.

Each order entry in the Completed tab displays the following information:

  • Check number.

  • Guest’s name, if available.

  • Guest’s phone number, if available.

  • Date and time when the guest placed the order.

  • Dining option. For example, Delivery or Pickup.

  • Delivery status or payment status. For a full list of delivery statuses available for orders fulfilled by Toast Delivery Services (TDS), see Toast Delivery Services statuses.

  • Dining behavior. For example, Delivery is displayed for off-premise orders.

  • Order due time. The time when the order should be ready for delivery or pickup. If the order is due on another date which is not the current date, the date appears next to the due time.

Selecting a Completed order entry displays detailed order information. The following information is available:

  • Check number.

  • Guest name, if available.

  • Tab name, if available. Tab name settings can be configured in Toast Web.

  • Guest phone number, if available.

  • Guest email address, if available.

  • Guest delivery address, if available.

  • Fulfillment type. This includes any special delivery instructions. For more information about delivery instructions, see this Toast Central article.

  • Toast Delivery Services (TDS) reference, if applicable.

  • Name of delivery person, if available.

  • Phone number of delivery person, if available.

  • Menu item(s) in the order.

  • Order subtotal, tax, and total amount.

  • Service Charge (Svc), if applicable.

In the detailed order information view, the following actions are available:

  • Print: This prints order information to the device’s assigned receipt printer.

  • Update: Update or edit an order on the Quick Order screen. The Update button is only available for orders placed on your restaurant’s Toast Online Ordering website, on the Toast POS app, or through a third-party online ordering integration.

    Note

    Updates made to third-party online orders are only updated locally on Toast devices and may not be reflected in the online ordering integration's system.

  • Reopen: This reopens the order and moves it to the Active tab. Reopened orders that are marked as Order Ready trigger another text message.

Filtering orders

Note

Dining options and behaviors can be configured on the Kitchen > Dining options > Dining options page in Toast Web.

You can filter orders by the following options:

  • Paid status

    • Paid

    • Not paid

  • Dining option

  • Dining behavior

    • Dine In

    • Takeout

    • Delivery

    • Curbside

    • Unassigned (no dining option set)

    • No behavior (dining behavior is set to None)

  • Order date

    • Today

    • Tomorrow

    • This week (Sunday to Saturday)

    • This month

    • This year (January 1 to December 31)

    • Custom

To filter orders by paid status, dining option and dining behavior

  1. Navigate to any Orders Hub tab.

  2. Select the Filter button. This opens the Filter panel.

  3. Select your filters. Multiple filters can be selected. A check mark appears next to each selected filter.

  4. As you select your filters, labels appear on the screen and Orders Hub displays a list of orders that match your filters and order status. To close the Filter panel, select outside the panel or the X at the top right of the panel.

    To remove a filter, you can either close the filter label or uncheck the filter in the Filter panel so that is no longer selected.

To filter orders by date

  1. Navigate to the Needs Approval or Scheduled tab.

  2. Select the Filter button. This opens the Filter panel.

  3. Navigate to the Order date filter and select date filters. Only one date filter can be selected.

  4. As you select your filters, labels appear on the screen and Orders Hub displays a list of orders that match your filters and order status. To close the Filter panel, select outside the panel or the X at the top right of the panel.

    If you choose the Custom filter, a date picker appears. Select the date range and then select the Apply button to apply the custom filter or select the Cancel button to close the date picker. A label with the custom date range appears on the screen and Orders Hub displays a list of orders that match your filters and order status.

Searching and sorting orders

To search for an orders in Orders Hub, select the magnifying glass. You can search by the following criteria:

  • Order number

  • Guest name

  • Guest email

  • Guest address

  • Guest phone number

  • Dining option

  • Dining behavior

  • Tab name

As you type, Orders Hub automatically searches and shows a list of orders that match the entered characters.

Note

Dine-in dining option orders will not appear in the search results.

To sort orders, select the dual arrows icon. A menu appears specifying sorting criteria. You can sort orders by:

  • Due time - first

  • Due time - last

  • Order number - oldest

  • Order number - newest

Multi-selecting orders

You can use the multi-select feature to select multiple orders and then complete various actions or move them to the next Orders Hub status. Using the multi-select feature, you can perform the following bulk actions:

  • Select all: This selects all the orders under the current Orders Hub tab.

  • Deselect all: This deselects all selected orders.

  • Print: This prints order information to the device’s assigned receipt printer.

  • Print to kitchen: This prints tickets to the kitchen printer without firing the orders.

  • Reprint to kitchen: This reprints tickets to the kitchen printer without firing the orders. This button only appears if you have exited and re-entered the multi-select panel.

  • Move orders to the next status: This button name is dynamic and changes depending on which Orders Hub tab you are currently on. For example, if you are on the Active tab, the name of the button is “Order Ready”. If you select the Order Ready button, Active orders move to the Order Ready tab.

    • Approve: This button is available on the Needs Approval tab. This action approves orders that need to be manually approved before they can be fulfilled.

    • Fire now: This button is available on the Scheduled tab. This action fires tickets to the kitchen.

    • Order Ready: This button is available on the Active tab. This action moves Active orders to the Order Ready tab.

    • Mark as Complete: This button is available on the Order Ready tab. This action marks the Order Ready orders as completed.

    • Reopen: This button is available on the Order Ready tab. This action reopens the orders and moves them back to the Active tab.

To multi-select orders

  1. Navigate to the Orders Hub tab with the orders you want to multi-select and complete an action for.

  2. Select an order and long press on the order to open the multi-select panel. A chevron appears next to the order and acts as a visual indicator to point to the order's details.

  3. Select the orders. On the multi-select panel, a counter appears that indicates the number of orders selected. In the multi-select panel, choose from one of the following options:

    • Select all

    • Deselect all

    • Print

    • Print to kitchen

    • Reprint to kitchen

    • Move orders to the next status

  4. To close the multi-select panel, select the X at the left of the panel.

Voiding an item or an order

Note

The behavior for voided items or orders may differ depending on if the order has been paid or not

Item(s) and order(s) can be voided in Orders Hub. To void an item(s) or an order:

Select the Update button on the order entry. This opens the Quick Order screen.

Unpaid order

  • Voiding an item(s) crosses out the item(s) on the order entry. The unpaid order remains in the Active tab.

  • Voiding an unpaid order removes it from the Orders Hub screen. To void an unpaid order, select the Update button and then navigate to the overflow menu at the top right on the Quick Order screen. Select Void Order and select the reason for the void. The order is removed from the Orders Hub screen.

Paid order

  • Voiding an item(s) crosses out the item(s) on the order entry. The paid order remains in the Active tab. On the detailed information view, the Pay $ button displays the negative amount due back to the guest. A dialog box appears prompting you to dismiss the error, edit the order to pay the amount to the guest, or update the order.

  • Voiding a paid order removes it from the Orders Hub screen. To void a paid order, select the Update button and then navigate to the overflow menu at the top right on the Quick Order screen. Select Void Order and void the payment. Select and confirm the amount to be voided. Reopen Orders Hub and select the Update button to void the order. The order is removed from the Orders Hub screen.

Single item order

For orders that only contain one item, void the order instead of the item. Voiding the order instead of the single item removes the order from the Orders Hub screen. If you void the item, the order remains in the Active tab on the Orders Hub screen. The order will remain until an action is taken. Available actions are: Print, Update or Complete.

Marking KDS-fulfilled orders as Order Ready

You can choose to have orders fulfilled by the Kitchen Display System (KDS) automatically marked as Order Ready in Orders Hub. On the Order Ready Board, this moves orders from the In Progress column to the Order Ready column.

Important

Orders are marked as Order Ready in Orders Hub when all the tickets in an order are fulfilled at the expediter level on an expediter KDS device. If Two-Level Fulfillment is enabled, this happens on the KDS device set as the second expediter KDS device.

To enable the KDS configuration

  1. Access Toast Web.

  2. Choose Takeout & delivery > Orders Hub > Order ready guest messaging to open the Kitchen Display System (KDS) configuration page. To turn on the KDS configuration, toggle the setting from Off to On.

  3. Select the Save button and then Publish all changes button. The Confirm Publish dialog box appears.

  4. Select the Publish button to publish your changes or the Cancel button to cancel the dialog box. To turn off the KDS configuration, toggle the switch from the On to the Off setting and then save and publish your changes.

Configuring order ready messaging

Note

To use the Orders Hub order ready messaging feature, you must have the 6.6 Restaurant Operations Setup permission. From Toast Web, choose Employees > Employee management > Jobs to open the Jobs page. Select the job title to edit the permissions. For more information about permissions, see POS access permissions.

On the Orders Hub screen, you can send a text message to guests notifying them that their order(s) are ready for pick up. When an Active order is marked as Order Ready, a text message is sent. You can configure order ready messaging in Toast Web. To open the Order Ready Messaging configuration page, choose Takeout & delivery > Orders Hub > Order ready messages > Order Ready Messaging.

Note

Orders Hub order ready messaging is only available for orders placed using the Toast Online Ordering website, or the Local by Toast app with a dining behavior of either Takeout or Curbside. Order ready messaging is not available for orders placed through third-party online ordering channels.

Enabling order ready messaging

Note

If a restaurant has the Kitchen Display Screen product module enabled in Toast Web, a banner appears at the top of the Order Ready Messaging configuration page recommending you turn off guest SMS when an order is fulfilled. This prevents guests from receiving multiple text messages.

The use of order ready messaging for marketing or other similar commercial messaging is strictly prohibited. Order ready messaging is designed to provide instructions and information to your guests and servers to facilitate order collections and fulfillment.

Note

The default setting for order ready messaging is Off in Toast Web.

To enable order ready messaging

  1. Access Toast Web.

  2. Choose Takeout & delivery > Orders Hub > Order ready guest messaging to open the Order ready messaging configuration page.

    Note

    If you choose to enable order ready messaging, you must enter a custom message or use the default message. The message field cannot be blank. The maximum length of the message is 150 characters.

  3. Toggle the Takeout and or Curbside setting to On.

    Note

    For restaurants with multiple locations, you can use $RESTAURANT to auto-populate the restaurant name in the text message.

  4. Select the Save button and then Publish all changes button. The Confirm Publish dialog box appears.

  5. Select the Publish button to publish your changes or the Cancel button to cancel the dialog box. To turn off order messaging, toggle the switch from the On to the Off setting and then save and publish your changes.

Sending an order ready text message

To send a text message to your guest notifying them that their Active order is ready, select the Order Ready button. This moves the order to the Order Ready tab and triggers Orders Hub to send a text message to the phone number associated with the order.

Only one text message is sent to the guest. An additional text message is sent if the order is updated or reopened.

Guest profile snapshot

Note

Toast Guestbook is required to enable and view the guest profile snapshot in Orders Hub. For more information, see this Toast Central article.

The guest profile snapshot displays guest data and information to restaurant operators to help enhance the overall guest experience. A check mark badge on the guest’s order indicates they are a recognized guest. The following guest profile information is displayed on the order:

  • Guest’s first name and last initial

  • Number of visits

When you select the guest profile, a dialog box appears with the following information:

  • Guest’s first name and last initial

  • Number of visits

  • Phone number

  • Guest email (if applicable)

  • First seen at store location date

  • Average spend per check