AI Voice Ordering support
We’re here to help you get the most out of your voice ordering bot.
Contact us
Email hello@activemenus.com. We reply within one business day, Monday to Friday, business hours Eastern Time.
To help us find your bot quickly, include your restaurant name and your bot’s phone number (shown on your setup page).
Your bot isn’t answering during service?
Your phone line is your business, so do this first:
- Turn off call forwarding on your restaurant line. Calls come straight to your staff again right away.
- Then email us with your restaurant name and bot number, and we’ll look into it.
Common questions
How do I get back to my setup page?
Open your Square Dashboard, go to your apps, and open AI Voice Ordering. You can also use the link in the email we sent when your bot was ready.
How do I test my bot?
Open your setup page and press the call button, or call your bot’s number from any phone. Test orders never reach your kitchen.
I changed my menu or prices in Square. Do I need to tell you?
No. Changes you make in Square are picked up automatically.
The bot got something wrong. How do I report it?
Use the “Any adjustments needed?” box on your setup page, or email us. Tell us what the caller said and what the bot did, and we’ll tune it.
Can I change my transfer number, prep time, or how the bot says my restaurant’s name?
Yes. All three can be changed on your setup page at any time.
How do customers pay?
They can pay when they pick up, or by a secure Square payment link sent to their phone. Payments go to your Square account.
Do I need a second phone line?
If callers already hear a phone menu (“press 1 for...”), no. Add the bot as an option in that menu, and callers who want a person still reach your staff the way they do today. Otherwise, usually yes. Once your restaurant line is forwarded to the bot, callers who ask for a person need another number that reaches your staff. That can be a second line or a DID: an extra number that rings the same phones. A DID is usually cheaper than a second line, but not every phone company offers one. Your phone company may charge for either. Not sure what you have? and we'll check with your phone company for you.
How do I go live?
When you’re happy with your bot, press “Subscribe to go live” on your setup page. We’ll then help you forward your restaurant line to your bot. First make sure you have a phone menu, a second line or a DID (see “Do I need a second phone line?”).
How do I cancel my subscription?
Open your setup page and press “Manage subscription”, or sign in to your account and open Billing. You can update your card or cancel there at any time.
How do I disconnect AI Voice Ordering from Square?
First turn off call forwarding on your restaurant line, so callers reach your staff. Then open your Square Dashboard, go to your apps, and disconnect AI Voice Ordering. Your bot stops answering calls straight away. Disconnecting does not cancel your subscription - cancel it separately as described above.
How do I have my data deleted?
Email hello@activemenus.com from the address you signed up with, and we’ll delete your information.