The restaurant industry is experiencing a technological revolution, with major chains like Wendy's planning to deploy AI drive-thru ordering systems to over 500 restaurants by the end of 2025, rolling out its FreshAI voice ordering assistant across hundreds of U.S. locations (Wendy's FreshAI update; Wendy's drive‑thru AI deployment). But you don't need to be a major chain to harness the power of AI-driven ordering systems. Independent restaurants can now set up sophisticated text-to-order systems in under an hour, transforming how they handle takeout orders and freeing up staff to focus on in-person guests.
With over two-thirds of Americans willing to abandon restaurants that don't answer their phones, having a reliable system to handle customer communications has never been more critical (Integrating an AI Phone Host with OpenTable, Toast, and Olo). Modern AI-driven phone systems like Hostie AI are designed to handle everything from reservation requests to takeout orders while syncing directly with existing POS setups (How to Integrate a Virtual Host with Toast POS in 2025).
This comprehensive guide will walk you through setting up Hostie's Text-to-Order flow, connecting your Toast or Square POS for real-time menu synchronization, and automating confirmation texts with accurate pickup times. We'll also cover common pitfalls and reference SoundHound's omnichannel approach for additional best practices.
Despite the rise of third-party food ordering apps, a majority of consumers still prefer to order delivery directly from restaurants via their app or website rather than through aggregators (NCR Voyix 2025 customer report; Tillster web & mobile study). This preference creates a massive opportunity for restaurants that can provide seamless direct ordering experiences.
The numbers speak for themselves: 63% of Americans say calling is their preferred way to contact a restaurant, and 89% of Americans would be open to using an AI agent for restaurant-related tasks, according to a 2025 Harris Poll survey of U.S. adults (Hostie/Harris Poll trends report; Hospitality Technology coverage). However, traditional phone-based ordering has its limitations during peak hours when staff are focused on in-person service.
Text-to-order bridges this gap perfectly. It provides the direct connection customers want while offering the convenience of asynchronous communication. Customers can place orders at their own pace, review menu items carefully, and receive confirmation without waiting on hold.
Restaurants implementing AI-powered text ordering systems see immediate operational benefits:
• Reduced phone volume: Staff can focus on guests in the dining room instead of managing constant phone calls
• Increased order accuracy: Text-based ordering eliminates miscommunication common in phone orders
• 24/7 availability: Customers can place orders even when the restaurant is closed, with orders queued for the next business day
• Higher average order values: Customers have time to browse the full menu and add items without feeling rushed
Hostie AI answers an average of 85% of questions with only 15% seamlessly forwarded to a host, demonstrating the effectiveness of well-implemented AI systems (Introducing Hostie).
The first step in implementing text-to-order is configuring your virtual host to recognize and process ordering requests. Hostie AI's platform is built to feel natural and intuitive, so guests don't have to "talk to a robot" - they just communicate normally, and Hostie takes care of the rest (Hostie Features).
Getting Started:
1. Access your Hostie dashboard and navigate to the Text-to-Order configuration section
2. Enable SMS ordering for your restaurant's phone number
3. Set business hours for order acceptance (orders outside these hours can be queued)
4. Configure greeting messages that feel warm and welcoming
Your text-to-order flow should reflect your restaurant's personality while maintaining efficiency. Here's a recommended structure:
Initial Response:
"Hi! Thanks for texting [Restaurant Name]. I'm here to help you place a takeout order.
Would you like to see our menu or do you know what you'd like to order?"
Menu Request Response:
"Here's our current menu with real-time availability: [menu link]
Just text me what you'd like, and I'll get your order started!"
Order Confirmation:
"Perfect! I have [order summary]. Your total is $X.XX.
Reply YES to confirm, or let me know if you'd like to make any changes."
The key is maintaining a conversational tone that matches your restaurant's brand. As restaurant people first, Hostie's team includes owners, operators, and hospitality partners who understand the pressure of non-stop calls, texts, and emails (Introducing Hostie).
For restaurants with complex menus or special requirements, Hostie allows for sophisticated flow customization:
• Dietary restriction handling: Automatically flag allergens and suggest alternatives
• Upselling prompts: Suggest popular add-ons or sides based on the customer's order
• Special instructions capture: Ensure cooking preferences and special requests are clearly communicated
• Payment processing: Integrate with your preferred payment processor for seamless transactions
Toast POS integration is crucial for maintaining accurate menu information and inventory levels. Modern AI-driven phone systems like Hostie AI sync directly with existing Toast setups to streamline the entire process from initial customer contact to order fulfillment (How to Integrate a Virtual Host with Toast POS in 2025).
Toast Integration Steps:
• Access your Toast developer portal
• Generate API credentials for Hostie integration
• Configure webhook endpoints for real-time updates
• Map Toast menu categories to Hostie's ordering system
• Set up automatic price updates
• Configure availability flags for sold-out items
• Define order routing (kitchen display, POS terminal, or both)
• Set up automatic receipt printing
• Configure order status updates
Square's API provides robust integration capabilities for text-to-order systems. The integration process with Square follows similar principles but with Square-specific configurations.
Square Integration Process:
{
"integration_type": "square_pos",
"api_version": "2023-10-18",
"webhook_endpoints": {
"inventory_update": "/webhooks/square/inventory",
"order_status": "/webhooks/square/orders",
"payment_complete": "/webhooks/square/payments"
},
"sync_frequency": "real_time"
}
One of the most critical aspects of POS integration is maintaining accurate inventory levels. Nothing frustrates customers more than ordering an item only to be told it's unavailable. Your integration should:
• Update availability instantly when items sell out
• Automatically remove discontinued items from the text ordering menu
• Sync pricing changes in real-time
• Handle modifier availability (e.g., "no more gluten-free buns")
Hostie connects seamlessly with your POS, reservations, and ordering platforms, ensuring data consistency across all systems (Hostie Features).
Accurate pickup time estimates are crucial for customer satisfaction and operational efficiency. Your system should calculate ETAs based on:
• Current kitchen load: Number of orders in queue
• Order complexity: Simple salads vs. complex entrees
• Historical preparation times: Learn from past performance
• Day/time factors: Rush hour adjustments
• Staff levels: Fewer cooks = longer times
Well-crafted confirmation texts set proper expectations and reduce customer anxiety. Here are proven templates:
Standard Confirmation:
"Order confirmed! 🎉
Your order: [detailed order summary]
Total: $XX.XX
Estimated pickup: [time] ([X] minutes)
Order #: [number]
We'll text you when it's ready. Thanks for choosing [Restaurant Name]!"
Rush Hour Confirmation:
"Order confirmed! We're experiencing high demand, so your order will be ready in approximately [X] minutes.
We appreciate your patience and will text you the moment it's ready for pickup!"
Keep customers informed throughout the preparation process:
• Order received: Immediate confirmation with ETA
• In preparation: "Your order is now being prepared"
• Ready for pickup: "Your order is ready! Please come to [pickup location]"
• Delay notifications: Proactive updates if delays occur
For seamless operations, your text-to-order system should integrate with kitchen display systems (KDS). This ensures:
• Orders appear on kitchen screens immediately
• Preparation times are tracked automatically
• Status updates trigger customer notifications
• Kitchen staff can mark orders complete with one tap
Hostie now handles over 80% of guest communications automatically for partner establishments, with teams reporting growing customer satisfaction after integration (Integrating an AI Phone Host with OpenTable, Toast, and Olo).
One of the most frequent issues in text-to-order systems is incomplete modifier capture. Customers might order a "burger" without specifying temperature, sides, or customizations.
Solution Strategy:
• Implement mandatory modifier prompts: "How would you like that burger cooked?"
• Use conditional logic: If burger is ordered, automatically ask about temperature and sides
• Provide clear options: "Choose: Rare, Medium-Rare, Medium, Medium-Well, Well-Done"
• Set smart defaults: "Our burgers come medium unless specified otherwise"
Example Flow:
Customer: "I'll take the cheeseburger"
Hostie: "Great choice! How would you like that cooked? (Rare/Medium-Rare/Medium/Medium-Well/Well-Done)
And what side would you prefer? (Fries/Sweet Potato Fries/Onion Rings/Side Salad)"
Tax calculations can create discrepancies between quoted prices and final POS totals, leading to customer confusion and payment issues.
Prevention Measures:
• Use POS tax rates exactly: Pull tax calculations directly from your POS system
• Round consistently: Match your POS rounding rules precisely
• Include tax in quotes: "Your total including tax is $XX.XX"
• Test regularly: Verify tax calculations with sample orders
Tax Calculation Example:
// Ensure tax calculation matches POS exactly
const calculateTax = (subtotal, taxRate) => {
const tax = subtotal * (taxRate / 100);
return Math.round(tax * 100) / 100; // Round to nearest cent
};
Curbside pickup has become increasingly popular, but unclear instructions lead to confusion and delays.
Best Practices:
• Provide specific location details: "Pull up to the blue awning on Main Street"
• Include contact information: "Text 'HERE' when you arrive, or call [number]"
• Set clear expectations: "Please stay in your vehicle - we'll bring your order out"
• Use visual landmarks: "Look for the red Hostie sign by the entrance"
Curbside Confirmation Template:
"Order ready for curbside pickup! 🚗
Pull up to: [specific location]
Text 'HERE' when you arrive
We'll bring your order right out!
Order #: [number]
Total: $XX.XX"
Customers often use informal names or descriptions that don't match menu items exactly.
Solutions:
• Implement fuzzy matching: Recognize "chicken parm" as "Chicken Parmigiana"
• Use clarifying questions: "Did you mean our Grilled Chicken Sandwich or Chicken Caesar Salad?"
• Provide menu item numbers: "You can also reference items by number (e.g., #12)"
• Learn from interactions: Build a database of common customer terms
Payment issues can derail otherwise smooth ordering experiences.
Prevention Strategies:
• Offer multiple payment methods: Credit cards, mobile payments, cash on pickup
• Process payments immediately: Don't wait until pickup
• Have backup plans: "If payment fails, you can pay when you arrive"
• Test payment flows regularly: Ensure all processors are working correctly
SoundHound AI's text and voice ordering capabilities provide valuable insights for implementing comprehensive ordering systems. Their platform integrates with major POS systems such as Square, Toast, Oracle MICROS Simphony, and Olo to automate the food ordering process from end to end, and its latest release extends automation across call‑to‑order, text‑to‑order, scan‑to‑order, and in‑car voice channels (SoundHound–Square integration; Toast partner announcement; Oracle MICROS integration; Olo partnership; 2025 omnichannel platform update).
SoundHound's system allows customers to start an order via phone and complete it via text, or vice versa. This flexibility accommodates different customer preferences and situations.
Their AI understands context and can handle complex orders with multiple modifications, dietary restrictions, and special requests without breaking the conversation flow.
By integrating with multiple POS systems, they've created a solution that works regardless of a restaurant's existing technology stack.
• Design for flexibility: Allow customers to switch between text and phone seamlessly
• Invest in NLP capabilities: Ensure your system understands natural language, not just keywords
• Plan for scalability: Choose integration approaches that work with multiple POS systems
• Focus on end-to-end automation: Minimize manual intervention from order to pickup
For restaurant groups with multiple locations, text-to-order systems need sophisticated routing and management capabilities.
Location Routing Strategies:
• ZIP code detection: Automatically route to the nearest location
• Customer preference learning: Remember previous location choices
• Manual selection: Allow customers to specify their preferred location
• Availability-based routing: Route to locations with shorter wait times
Text-to-order systems should integrate seamlessly with existing loyalty programs to maintain customer engagement and reward frequent diners.
Loyalty Integration Features:
• Automatic point accrual: Add points for text orders
• Reward redemption: Allow customers to use points via text
• Personalized offers: Send targeted promotions based on order history
• Tier recognition: Acknowledge VIP customers with special treatment
Successful text-to-order implementations require ongoing optimization based on data analysis.
Key Metrics to Track:
• Conversion rates: Percentage of text conversations that result in orders
• Average order value: Compare text orders to phone and in-person orders
• Customer satisfaction: Survey customers about their text ordering experience
• Operational efficiency: Time saved by staff, reduction in phone volume
Before going live with your text-to-order system, conduct comprehensive testing to ensure smooth operations.
Technical Testing:
• [ ] Menu synchronization accuracy
• [ ] Real-time inventory updates
• [ ] Payment processing functionality
• [ ] Order routing to kitchen systems
• [ ] Confirmation text delivery
• [ ] ETA calculation accuracy
User Experience Testing:
• [ ] Order flow simplicity
• [ ] Response time acceptability
• [ ] Error handling effectiveness
• [ ] Modifier capture completeness
• [ ] Special instruction handling
• [ ] Cancellation and modification processes
Operational Testing:
• [ ] Kitchen workflow integration
• [ ] Staff notification systems
• [ ] Peak hour performance
• [ ] Backup system functionality
• [ ] Customer service escalation
Consider a phased rollout to identify and address issues before full deployment:
1. Internal testing: Staff and family members test the system
2. Limited customer beta: Invite loyal customers to try the new system
3. Gradual promotion: Slowly increase awareness and usage
4. Full launch: Promote the system to all customers
Hostie works with any phone system and can even replace your system entirely, porting your existing number so nothing changes for your guests (Hostie Features).
Track these metrics to measure the success of your text-to-order implementation:
Operational Metrics:
• Phone call reduction: Percentage decrease in order-related calls
• Staff efficiency: Time saved on order taking
• Order accuracy: Reduction in order errors and remakes
• Customer wait times: Faster service for in-person guests
Financial Metrics:
• Revenue increase: Additional orders captured through text
• Average order value: Comparison across ordering channels
• Labor cost savings: Reduced need for dedicated phone staff
• Customer lifetime value: Retention and repeat order rates
Customer Experience Metrics:
• Customer satisfaction scores: Survey feedback on text ordering
• Net Promoter Score: Likelihood to recommend the restaurant
• Order completion rates: Percentage of started orders that complete
• Response time satisfaction: Customer feedback on AI response speed
To calculate the return on investment for your text-to-order system:
ROI = (Revenue Increase + Cost Savings - Implementation Cost) / Implementation Cost × 100
Where:
- Revenue Increase = Additional orders × Average order value
- Cost Savings = Reduced labor costs + Reduced missed orders
- Implementation Cost = Setup fees + Monthly subscription + Training time
Many restaurants now see rapid, positive ROI from AI-powered ordering and call‑handling systems, often within the first few weeks of deployment, as recovered missed calls and higher average tickets quickly outpace subscription costs (Revmo AI ROI analysis; Hostie ROI calculator walkthrough; SoundHound 760% ROI case data).
POS Sync Failures:
• Check API credentials and permissions
• Verify webhook endpoints are responding
• Review error logs for specific failure points
• Test with sample orders to isolate issues
Menu Update Delays:
• Confirm real-time sync is enabled
• Check for network connectivity issues
• Verify POS system is pushing updates correctly
• Review sync frequency settings
Slow Response Times:
• Monitor server performance and capacity
• Check for high-traffic periods causing delays
• Review AI processing efficiency
• Consider upgrading hosting resources
Order Confusion:
• Analyze conversation logs for common misunderstandings
• Improve natural language processing training
• Add clarifying questions for ambiguous requests
• Update menu item descriptions for clarity
Kitchen Workflow Disruption:
• Ensure proper staff training on new order sources
• Adjust kitchen display system settings
• Review order timing and batching
• Gather feedback from kitchen staff regularly
Payment Processing Issues:
• Test all payment methods regularly
• Have backup payment options available
• Monitor transaction success rates
• Provide clear error messages for failed payments
Stay ahead of the curve by considering these emerging technologies:
Allow customers to send voice messages that are converted to text orders, combining the convenience of speaking with the accuracy of text confirmation.
Implement machine learning algorithms that suggest menu items based on customer preferences, order history, and popular combinations.
Use customer data to predict likely orders and pre-populate suggestions, making the ordering process even faster.
Expand your customer base by supporting multiple languages in your text-to-order system.
As your restaurant grows, ensure your text-to-order system can scale:
• Multi-location support: Centralized management with location-specific customization
• Franchise compatibility: Standardized systems that allow local customization
• High-volume handling: Systems that can manage hundreds of simultaneous conversations
• Integration flexibility: Ability to connect with new POS systems and tools
Hostie brings over a decade of restaurant expertise to help restaurants scale their operations effectively (Introducing Hostie).
Implementing a text-to-order system in 60 minutes might seem ambitious, but with the right platform and preparation, it's entirely achievable. The key is choosing a solution like Hostie that's built specifically for restaurants by people who understand the industry's unique challenges.
The benefits extend far beyond just taking orders via text. You're creating a more efficient operation where your staff can focus on delivering exceptional in-person experiences while technology handles the constant stream of calls and texts. With over 300K guest calls successfully managed in the last year, Hostie has proven its ability to handle high-volume restaurant communications (Introducing Hostie).
Remember that successful implementation requires attention to detail in three critical areas: proper system configuration, seamless POS integration, and proactive communication with customers. By avoiding common pitfalls like missing modifiers and tax rounding issues, you'll launch with confidence and provide customers with the smooth experience they expect.
The restaurant industry is evolving rapidly, and text-to-order capabilities are becoming table stakes for competitive operations. By implementing these systems now, you're not just solving today's communication challenges but also future-proofing your business for the evolving landscape of restaurant technology.
You can configure a virtual host to handle SMS takeout orders in under 60 minutes. Modern AI systems like Hostie AI are designed for rapid deployment, allowing independent restaurants to compete with major chains that are implementing similar technology. The setup process involves integrating with your existing POS system and configuring the AI to understand your menu and ordering process.
AI SMS ordering systems integrate with major POS platforms including Toast, Square, Oracle, and Olo. These integrations allow for seamless order processing from text message to kitchen fulfillment. Toast POS integration is particularly popular among independent restaurants, as it can transform chaotic phone operations into streamlined automated processes.
Major chains like Wendy's are deploying AI drive-thru ordering systems to over 500 restaurants by end of 2025, while Dine Brands is testing Voice AI Agents for phone orders. This shift is driven by labor costs, consistency needs, and customer expectations for 24/7 availability. Over two-thirds of Americans are willing to abandon restaurants that don't answer their phones, making AI solutions critical for customer retention.
Absolutely. Independent restaurants can now access the same AI technology that major chains use, often with faster implementation times. Platforms like Hostie AI handle over 80% of guest communications automatically for partner establishments, with teams reporting growing customer satisfaction. The technology levels the playing field by providing 24/7 availability and consistent service quality.
Modern AI systems can handle over 80% of guest communications automatically, including calls, texts, emails, reservations, and order placements. This automation is particularly valuable given that in-demand restaurants receive between 800 and 1,000 calls per month. AI hosts eliminate the challenges of high turnover and $17 per hour labor costs associated with traditional host positions.
Yes, despite the rise of third-party food ordering apps, most consumers still prefer ordering directly from restaurants. This preference, combined with the fact that 58% of people aged 18-38 are more likely to return to restaurants that use automation, makes AI-powered direct ordering systems a smart investment for restaurant owners looking to build customer loyalty and reduce third-party fees.
1. https://hostie.ai/resources/ai-phone-host-integration-opentable-toast-olo-2025-restaurant-guide
2. https://www.hostie.ai/blogs/introducing-hostie
3. https://www.hostie.ai/resources/how-to-integrate-virtual-host-toast-pos-2025-guide
12. https://www.soundhound.com/newsroom/soundhound-voice-ai-now-available-on-oracle-cloud-marketplace
15. https://revmo.ai/what-roi-can-restaurants-expect-from-ai-call-answering/
16. https://www.hostie.ai/resources/roi-calculator-ai-phone-answering-cafe-350-percent-returns-2025
17. https://www.soundhound.com/voice-ai-blog/760-annual-roi-with-voice-ai-for-phone-ordering/
RELATED
