Loved the breakdown and video by @indianathomas, we also use Ooma and were able to jump in using a similar setup. We created a new extension and had it forward to the Square number. FYI we also established a 1-phone ring group and had it play an introductory message letting people know the AI limitations - no cash orders, no special instructions, etc.
Our Feedback after using it for a while (in order of importance):
1. Random hang-ups - Sometimes the AI glitches and hangs up with no warning. I would much prefer it say something beforehand, like "Are you still there?" and then give another delay of 5 seconds.
2. Customer Issues handled via text/Square Messaging instead of forwarding via phone - Our team doesn't have access to Square Messaging and therefore all the messages go to us via email, and it may be hours before we see it and reply. The current setup just doesn't work for multi-location units and we would prefer to forward the call to a phone number. I also like the ability to have "Do Not Disturb" on for messages, and currently that's not possible so you randomly get customer messaging you things thinking it's a live link to Team Members at the restaurant.
3. Sales Taxes - Cash App is charging sales tax, even though to-go orders are tax-free in Ohio and we have that properly set up in our Sales Tax settings. There is no ability to disable Sales Taxes or otherwise fix it.
4. Future Ordering - There is no way for Cash App to limit future orders to X number of days, currently it defaults to 14 days ahead of time which may not work for all businesses. For instance, we run specials on Tuesdays for BOGO pizzas and don't want customers to order using the BOGO prices for pickup on Friday night which is our busiest time.
5. Discounts and Coupons - I'm not sure that Automatic Discounts work at all, we will be paying attention tomorrow to see. There is also not a spot for Coupon codes, so this is not linked to the Marketing module in Square apparently. We have recurring customers who use a coupon code on Square Online so this affects that setup.
6. Concur with @indianathomas on the need for some kind of background noise while it's processing, even a beeping sound or something. Also concur with the fact that A LOT of people order while driving, but this could be remedied by creating the feature to forward the call to someone at the restaurant.
7. The Call Summaries are helpful, but there doesn't appear to be a way to actually listen to the calls in Square despite it warning that the calls are recorded. Using Ooma office we can record the calls every time, but it seems like a weird workaround since the Call summary doesn't detail customer attitude or mood.
