Download

Smart WhatsApp Overview

Smart WhatsApp is a conversational ordering solution built on top of WhatsApp Business API. It provides restaurants with a fully automated way to handle customer orders directly within WhatsApp without requiring users to download an application or access a web portal.

The module operates as an extension of the Smart Prints ecosystem, tightly integrated with the restaurant’s POS, kitchen display, and payment gateways. Customers initiate interaction by sending a greeting or scanning a QR code that redirects them to WhatsApp chat. The bot responds with menu options, prompts for delivery or dine-in choices, and guides the customer through item selection, customization, and payment.

How It Works

The workflow consists of three primary layers that ensure reliability, security, and a seamless handoff between customer chat sessions and restaurant operations:

  • Customer Interaction Layer
    • Customers interact entirely through WhatsApp.
    • Inputs are received as free text, quick replies, or number based selections.
    • Rich responses such as product lists, images, and promotional banners are delivered dynamically using WhatsApp’s message templates.
  • Processing Layer
    • Incoming messages are routed through the WhatsApp Business API and processed via secure webhooks.
    • A rule engine interprets user inputs, identifies intent (menu browsing, customization, checkout), and updates the active conversation state.
    • The system cross checks product availability, pricing, and applicable discounts in real-time with the restaurant’s POS and menu database.
  • Order Fulfillment Layer
    • Confirmed orders are instantly pushed to the restaurant’s POS.
    • Depending on the configuration, orders are simultaneously displayed on the kitchen display system (KDS).
    • Customers receive automated status updates (order accepted, in preparation, out for delivery, completed).
How it works

System Architecture

The Smart WhatsApp solution is built around modular integrations and secure communication pipelines.

--------------
System Architecture

Features

Real-Time Communication

  • All interactions occur instantly through WhatsApp.
  • Order confirmations, estimated preparation time, and delivery status updates are communicated without delay.
  • Supports proactive notifications such as “your order is ready for pickup.”
order accepted
order active

order accepted
order active

POS & Payment Integration

  • Direct POS synchronization eliminates manual data entry.
  • Menu, prices, and promotions are always up to date since they are pulled dynamically from the POS database.
  • Multiple payment gateways can be enabled (credit card, wallet, cash-on-delivery).
  • Payment reconciliation is automatically logged in the POS, ensuring accurate financial records.

Bilingual Interaction

  • Supports full Arabic and English workflows.
  • Language detection occurs at the first customer input.
  • All templates, product names, and instructions are localized automatically.
  • Customers can switch language mid-conversation using a keyword trigger.

Security & Compliance

  • End-to-end encryption through WhatsApp ensures message privacy.
  • Sensitive data such as payment tokens never pass through the chatbot logic directly but via secure API redirections.
  • Logs are anonymized to comply with data protection standards.

Data & Analytics

Customer Preferences

Smart WhatsApp records customer interactions in an anonymized way, allowing restaurants to understand what customers like most. These insights can include frequent items, order frequency, and the preferred language of interaction. By analyzing these behaviors, restaurants can identify top-selling products and measure customer loyalty patterns.

Order Patterns

The system includes built-in analytics dashboards that give managers visibility into ordering behavior. For example:

  • Peak order hours across the day and week.
  • Average basket size and most frequently combined items.
  • Most used payment methods and their share of transactions.
  • Distribution between delivery, pickup, and dine-in orders.

This information can be exported and integrated into external BI tools for deeper analysis, enabling more informed business and staffing decisions.

Administration

Response Management

Administrators have full control over dialog flows and automated replies without needing development changes. The admin panel provides tools to:

  • Edit and optimize dialog logic with minimal effort.
  • Add or remove product triggers and adjust templates for replies.
  • Manage menu updates, seasonal offers, or promotions directly from a unified dashboard.

Keyword triggers (such as “help”, “offers”, or “track order”) can also be tailored to each branch, giving flexibility for localized experiences.

24/7 Support Tools

The system is designed to never leave a customer at a dead end. In case automation fails to understand the request, fallback mechanisms and monitoring tools are available:

  • Automatic redirection to human support when needed.
  • Comprehensive logs and diagnostics for tracing failures.
  • Backup prompts to ensure customer engagement continues smoothly.