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What is the alert call?
Manage online orders FAQ section:
What is the alert call?

 A restaurant may set up an alert call from the administration panel: 

The alert call kicks in to notify the restaurant that an order is pending, but the order taking app lost the internet connection necessary to receive that order. Therefore, the restaurant should connect back the order-taking app to view and accept that order. 

So the alert call works in case that the order taking device has connectivity issues, while an order comes through but cannot be pushed. 

The number configured for the alert call should be a number which belongs to a member of the staff that has access to the order taking app/device. 

Important: the alert call is not an alert for “missed orders”.

If the order was already missed by the restaurant, then an alert call would be too little too late. The alert call is meant to prevent missed orders, so we generate it BEFORE the order is missed, 70 seconds after the food client placed it, and only if the order could not be pushed in the order-taking app. 

If the order could be pushed in the order-taking app and the restaurant missed it, it means they are not willing to engage and there is no point on ringing them on the phone since ringing on the order-taking device did not make them accept the order anyway.