Overview
Online ordering has become standard for restaurants, but the guest experience often breaks down after the order is placed. Customers are left wondering: was my order received? Is it being made? Toast's order notifications combined with simple automations keep guests informed at every step — reducing front-of-house call volume and improving reviews.
Before you start
- Toast POS with Online Ordering module
- Customer SMS/email notifications enabled in Toast
- Guest contact info collected at checkout
Step-by-step guide (4 steps)
Enable Toast order notifications
In Toast Online Ordering settings, go to Guest Notifications. Enable: Order Received (immediate), Estimated Ready Time (set based on your kitchen's average prep time), and Ready for Pickup/Out for Delivery. Each triggers an automated SMS or email to the guest.
Customize the notification messages
Edit each notification template with your restaurant's name, personality, and specific information. For the 'Order Received' message, include the estimated time. For 'Ready,' include pickup instructions (which door, parking info). Branded, specific messages reduce confusion and calls.
Set up a Zapier workflow for upsell follow-up
Create a Zapier Zap triggered by Toast 'New Online Order.' 30 minutes after the estimated pickup time (add a delay step), send an email via Mailchimp or direct Gmail asking: 'How was your order?' with a Google review link.
Time the follow-up email for 1-2 hours after the estimated pickup time — not immediately. The guest is in a better mindset to review after they've eaten.
Handle order issues with a recovery flow
In Zapier, add a path for orders with delays (requires a webhook from Toast or manual trigger). If a kitchen delay is noted, trigger an automated apology SMS with a discount code for the guest's next order. This converts a negative experience into a loyalty moment.
What you'll get
Reduces 'where's my order?' phone calls by 50-70%
Professional order communication builds trust and repeat business
Post-order review requests generate consistent Google reviews
Recovery flow for delays turns frustrated guests into loyal ones
Common mistakes to avoid
Setting estimated times too aggressively (underpromise, overdeliver)
Not personalizing notifications with the restaurant's name and voice
Skipping the review follow-up (this is where most reviews are lost)
Frequently asked questions
Do I need coding experience to set up this Toast automation?
No coding is required. This guide walks you through everything using Toast's built-in features and Zapier's visual interface. If you can follow a recipe, you can follow this guide.
How long does this automation take to set up?
Most users complete this setup in 30–60 minutes on their first try. Once set up, it runs completely automatically with zero ongoing effort.
What happens if the automation fails?
Zapier and Make both have error notifications and task history, so you'll know immediately if something goes wrong. We cover troubleshooting steps in the guide above.
Can I customize this automation for my specific business?
Absolutely. The guide includes notes on common customizations. Most automations have multiple variation points — timing, conditions, notification recipients, and more.