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For orders that don’t reach your POS, payment links that don’t arrive and unpaid orders, see Orders troubleshooting. Each agent either takes orders by phone (Pickup Orders and Delivery Orders on its Orders tab) or texts callers a link to your online ordering site (the Send Order Link action), never both.
  1. Go to AI Agents, open your agent, and go to Actions.
  2. Turn on Send Order Link and enter your online ordering website. Maple turns phone ordering off automatically.
  3. Save, then call with several phrasings (“place an order”, “to-go order”, “can I order for pickup”) and check it texts the link each time.
  4. If some phrasings still fail, send them to Maple support.

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The AI doesn’t ask a question you expect

The AI doesn’t ask qualifying questions (such as “Which menu would you like to order from?”) unless told to.
  • Put the question in your Welcome Message (AI Agents → your agent → Message), for example “Are you calling about our lunch menu or dinner menu?”
  • Or add a coaching instruction on the Knowledge page saying when to ask it. Maple support can help word it.

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Items missing from the menu in Maple

If your POS has four salads but Maple shows two, the menu hasn’t fully synced. Common causes: items renamed in the POS that haven’t synced yet, a mismatch between the POS (internal) name and the customer-facing display name, or online menu data that’s less complete than the POS.
  1. Note the POS name and display name of each missing item.
  2. Send the list to Maple support. Support may resync your menu or switch to a POS menu data export instead of online menu data.

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Modifiers missing

Online menus often carry fewer modifiers than the POS. Customers miss options they’re used to, and orders can fail when a required modifier (such as pizza size) isn’t offered.
  1. Compare your POS modifiers with what Maple offers. Missing required modifiers matter most.
  2. Ask Maple support to update the modifiers; it can use your POS menu data export.
  3. For items too complex to represent, have the AI offer a transfer to staff.
  4. Place a test order to check required modifiers are asked for and the order goes through.

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Wrong size or quantity on orders

A known issue with manual size and quantity inputs, worse when modifiers are incomplete: a large pizza comes through with no size, or quantities are wrong.
  1. Make every size option a required modifier so it must be chosen.
  2. Send Maple support examples of what was ordered and what came through, so it can review your modifiers and the order logic.

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86’d items still offered

Your POS tells ordering partners when an item is 86’d, but it can take a few minutes, or the connection may need checking.
  1. Confirm the item is 86’d in your POS.
  2. Wait a few minutes.
  3. If it’s still offered, ask Maple support to check the POS connection.

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The readback skips the last item

A known limitation: a timing issue in how the cart updates can leave the most recently added item out of the AI’s spoken readback, even though the order captured it.
  1. Ask Maple support to add a directive making the AI read back the full cart, including the last item, before finalizing.
  2. Encourage callers to listen to the readback and speak up if something’s missing.
  3. If you see it on a submitted order, send support the call time and order details so it can check what was captured.

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A caller wants to add items after submitting

Maple supports one order per call. Once an order is submitted the cart is closed, and by default the AI tells the caller to hang up and call back.
  1. Ask Maple support for a directive to transfer the call to staff instead, so they can add the items by hand.
  2. Let staff know to expect these transfers.
After any POS menu change, place a test order through the whole flow (call, link or payment, order received) to catch problems early.