Take orders with AI powered voice ordering
About AI-powered voice ordering
Square AI can answer calls to your Square business number and can help you take customer orders. It combines generative AI with your available business information to deliver the most accurate responses to customers.
With Square AI, you can:
Take orders by phone even when you’re busy or away
Have orders sent straight to your POS, Order Manager and Kitchen Display System (if set up)
Get notified if a customer needs help
View call summary in your Messages inbox
Track AI conversations in your inbox and review how AI handled the call and which questions came up
Your customers can:
Place an order with AI for immediate pickup
Receive and view your menu via text
Pay online ahead of time to place the order
Receive order updates via text
Reach out about any order issues via text
Before you begin
If you do not have a Square Plus, Square Premium, or Square Messages Plus plan, then you can subscribe during onboarding.
If you do not have a verified business phone number, then you can set up one during onboarding.
If you currently have a Square Online ordering site and want to unify your online ordering with AI powered voice ordering experience, reach out to messages-feedback@squareup.com to learn more about how to migrate and discuss the next steps.
Timeline for Onboarding: We expect most businesses to be completed with their setup in about 5 business days. However, the exact timeline can vary depending on the specific needs of your business. In some cases, it may take longer to finish setup.
Get started with AI-powered voice ordering
Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
Click the gear icon to open your Settings.
Click AI-powered responses.
Click Set up / Get Started to Allow AI to answer customer calls.
Proceed with the instructions provided in the onboarding flow.
To check your onboarding status:
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Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
Click the gear icon to open your Settings.
Navigate to the setting Allow AI to answer customer calls. You will also receive emails about your onboarding status updates and when the feature is activated.
Set up a business phone number
If you already have a Square verified toll-free phone number, you can skip this step. If you don’t have one, set up your Square business number during onboarding.
Choose the locations for your business number.
Confirm your business information and click Next.
Check that your business information is accurate and complete. This info will be used to verify your number with our 3rd party messaging partner. Any incorrect or missing information can result in your toll-free number verification process application being rejected or delayed.
Click Confirm.
Once your toll-free number sign up is completed, continue with onboarding.
Learn how to set up and manage Messages and set up and manage your dedicated business number. If you have multiple locations, you’ll get a unique phone number for each location.
Set up your ordering profile
Ordering profiles are required for AI-powered voice ordering and allow you to take commission-free pickup and delivery orders. Your ordering profiles sync with your point of sale and your menu, services, and fulfillment options, making it easy for customers to browse and order online.
If you don’t have an ordering profile yet when you start onboarding, it’ll be created on your behalf as part of the AI powered voice ordering onboarding. You will receive an email once your ordering profile is created.
If you already have an ordering profile, make sure your ordering status is turned ON to receive online orders.
Sign in to Square Dashboard and go to Online > Ordering profile.
Click on Ordering status.
Select locations where you wish to receive online orders. You can disable online orders (including phone orders from Square AI) from this setting.
Manage how your ordering profile appears to customers
You can preview how your ordering profile appears to your customers.
Sign in to Square Dashboard and go to Online > Ordering profile.
Go to Brand.
From here you can review and update your logo, color, and description of your business.
Click Save.
Manage the visibility of your ordering profile
Your ordering profile is discoverable in web search and connected to Order with Google, allowing customers to easily discover and order directly from your online ordering profile using Google Search and Maps at no extra cost.
To turn off Order with Google:
Sign in to Square Dashboard and go to Online > Channels.
Next to Google or Order with Google, click Connect or Set up.
Manage your Google integration settings, or choose to turn off Order with Google for your online ordering profile.
Review your menu(s)
Online ordering profiles use your menus and items to create a browsable online catalog. When customers call your Square business number, they can also receive your menu via text upon request.
Make sure your menu remains up to date for your ordering profile. Learn more about how to create and update menus and manage your menus across locations and sales channels.
Turn on/off AI-powered voice ordering
To manage your settings or turn off AI-powered voice ordering:
Sign in to Square Dashboard and click the Messages icon to open your Messages inbox.
Click the gear icon to open your Settings.
Navigate to the setting Allow AI to answer customer calls. You will also receive emails about your onboarding status updates and when the feature is activated.
Test your customer’s experience
Once AI-powered voice ordering is enabled on your account, test your customer’s experience by calling your business phone number (or one of your numbers if you have multiple locations).
To place a test order:
Click the gear icon in Square Messages to open your Settings.
Go to Business numbers to view your Square provided business number.
Call the number.
Ask to place an order and tell Square AI what you want. You can ask to see the menu and receive a text with the menu link.
Pay using the link you received via text during the call to complete the order.
Once the order is placed, go to your POS Order Manager or KDS to see the order come through.
To filter your orders placed with AI powered voice ordering:
Sign in to the Square Dashboard and go to Orders.
Select Voice AI assisted as the Order source.
Review a conversation with Square AI
You can see how Square AI handled your customer’s call from Square Dashboard. To locate and review a previous conversation:
Sign in to the Square Dashboard and go to Square Messages.
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Check the Inbox tab first. If you can’t find a specific conversation:
Search your Inbox using your customer’s phone number or name.
You can also check the Inbox tab or Transactional tab to see your conversations with your customer.
Once you find the conversation, review the call summary for accuracy.
Give us feedback
Email us at messages-feedback@squareup.com with your experience and what you’d like to see with voice AI-powered ordering. If you are experiencing issues with the calls, please provide the date and time of the customer call in question so we can investigate.
Frequently asked questions
Square AI addresses customer questions about your items sold via your ordering profile and your online order-related questions. At this time, it is not trained to answer other types of questions such as business hours, location information, reservations, or specialized orders such as catering. If your phone system has a phone tree or IVR support, you may want to transfer these other types of questions to another line.
If Square AI can’t address your customer’s questions, we will notify you via Square Messages (make sure you have your notifications turned on). The summary of the calls will also be available in Square Messages so you can review your customer inquiries and address and follow up with them as you see fit.
Currently, AI-powered voice ordering works only with your Square-provided business numbers. If your existing phone system has call forwarding support, you can try and forward your order-related calls from your existing phone system to your Square provided business number. Email us at messages-feedback@squareup.com to discuss your setup.
No, at this time all orders must be paid before processing the order. Your customers will receive a text message with a link to an online cart to complete checkout and pay online.
Check that your customer completed the checkout flow. Your customer’s order will only show up in your system and be sent to your POS Order Manager or KDS once the payment is made by your customers following their call. Your customers will receive a text with a link to review the items in their order, adjust their cart if needed, and proceed with checkout and payment.