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Channel

A Channel represents the conceptual source of business for an order. It defines the context in which a customer decides to make a purchase, distinct from the specific device used to enter the transaction.

Channels are a fundamental input for the Rules Engine, allowing a Brand to apply different pricing, menus, and business logic based on the customer interaction type.

Core Concepts​

The Channel tells the system why an order is being created. A staff member using a POS Terminal is not the channel itself; the terminal is the tool. The channel is the real-world interaction that prompted the staff member to use that tool.

This distinction is crucial for accurate reporting and applying the correct operational logic.

Common Channel Examples​

  • Staff-Mediated Channels:
    • In-Store Counter: A customer walks up to a cashier to place a Takeaway order. The staff member uses a POS Terminal to input it.
    • Table Service: A server takes an order from a customer seated at a table for a Dine-In experience. The server might use a Tableside Tablet or a stationary POS Terminal.
    • Phone-In: A customer calls the restaurant to place a Pickup or Delivery order. Staff enter it via a POS Terminal.
  • Customer-Operated Channels (Digital):
    • Self-Service Kiosk: The customer uses a kiosk in the restaurant.
    • Website: The customer orders directly from the brand's website.
    • Mobile App: The customer uses the brand's first-party mobile application.
  • Third-Party Channels:
    • Uber Eats: The order originates from the Uber Eats platform and is sent to the POS via an API integration.
    • DoorDash: The order originates from the DoorDash platform.

The Role of the Channel​

Identifying the Channel is critical for business intelligence and applying appropriate rules:

  • Profitability Analysis: A Brand can compare the profitability of the Table Service channel (which has high labor costs) versus the Self-Service Kiosk channel.
  • Menu Strategy: A limited, easy-to-read menu might be configured to appear for the Phone-In channel, as the staff member has to read it out loud.
  • Customer Flow Management: The system knows that orders from the Table Service channel will be associated with a table number and a server's name.
  • Commission & Fee Structures: The system can automatically apply the correct commission calculations for orders originating from third-party channels like Uber Eats or DoorDash.

By accurately defining the source of business, the Channel provides a powerful contextual layer that, when combined with the Order Mode, allows for precise control over every transaction.