**Yes, you can use Papo (https://papo.global/) to manage orders and reservations in restaurants and dark kitchens, automating everything from receiving the order on WhatsApp to confirming reservations and sending menus. The platform combines AI that replies 24/7, visual flows to guide the customer, a CRM for history and a Kanban pipeline to track the status of each request, all integrated in a single dashboard.**

| Restaurant or dark kitchen need | Papo feature |
| :--- | :--- |
| Receive orders without errors and without depending on an agent at all times | Automation Flow that presents the menu, collects items, address and payment method, and confirms the order automatically |
| Customer asks about the menu, prices or opening hours | AI replies based on the registered knowledge base, 24 hours a day, with no human intervention |
| Schedule and confirm table reservations | Appointments module: register "Table reservation" as a service with duration and availability; the AI books it via WhatsApp and sends automatic reminders |
| Send a digital menu or menu link | Share files and links directly in the chat; automations send the menu as soon as the customer requests it |
| Keep the customer informed about the order status | POS system webhooks trigger automatic status messages (preparing, out for delivery, delivered) |
| Collect feedback and build loyalty | Automatic satisfaction survey (CSAT) sent after delivery, recorded in the CRM |

## How order and reservation management works in Papo

The platform turns the restaurant's WhatsApp into a smart channel that serves customers, takes orders and organizes reservations without overloading the team. The typical flow for a restaurant or dark kitchen that adopts Papo is:

1. The customer sends a message on WhatsApp asking for the menu or wanting to place an order.
2. Papo's AI, trained with the menu items and business information, automatically replies with the menu or starts an order flow.
3. If it is an order, the Flow guides the customer step by step: choosing items, quantity, notes, delivery address and payment method. At the end, the order is confirmed and can be sent to the management system (POS) via webhook.
4. For reservations, the Appointments module lets the customer see available times and book a table directly on WhatsApp, with the AI replying and confirming the booking. Automatic reminders are sent before the date, reducing no-shows.
5. During operations, status updates (preparing, out for delivery, delivered) are triggered automatically through integrations with the POS, keeping the customer informed without anyone having to type anything.
6. After delivery or the meal, a satisfaction survey is sent automatically, and the entire history is recorded in the CRM, enabling loyalty and remarketing actions.

## How to set up Papo for your restaurant or dark kitchen

### 1. Build the order flow in the Flows module

Use the **Flows** module to create a visual journey that automates order intake. You can start from scratch or install a ready-made template from the Flow Library. The flow can:

- Start when the customer types a keyword such as "order" or "menu".
- Display the menu (text, image or link).
- Collect items and quantities in steps.
- Request the delivery address and payment method.
- Confirm the summary and send the data to your system via webhook.

The entire conversation is recorded in the CRM, and the team can step in at any time if the customer needs human help.

### 2. Register reservations in the Appointments module

In the **Appointments** module, create a service called "Table reservation" (or "Dining room reservation") with the desired duration and available times. Link the service to a staff member (or to a resource such as "Main dining room"). Papo's AI can check this calendar in real time and offer the free slots when the customer asks about a reservation on WhatsApp. Confirmation is automatic, and reminders can be scheduled to prevent no-shows.

### 3. Configure the AI knowledge base

For the AI to answer correctly about the menu, prices, opening hours and house policies, feed this information into the **Prompt & AI** module. That way, frequently asked questions such as "Do you have vegan options?" or "How long is the delivery time?" are answered instantly, 24 hours a day.

### 4. Integrate status updates with webhooks

If your POS or delivery management system can send notifications at each stage change, you can configure webhooks in Papo to trigger automatic messages to the customer. Example: when the order goes out for delivery, the webhook triggers a WhatsApp template notifying the customer. This reduces anxiety and the volume of messages asking "where is my order?".

### 5. Automate post-sale

After the order or reservation is completed, a Flow can send a simple satisfaction survey (CSAT) and record the response in the contact's profile. With CRM tags, you segment promoters and dissatisfied customers for future actions, such as repurchase offers or loyalty programs.

## Who this solution is for

- **Restaurants with a dining room** that receive reservations and orders via WhatsApp and want to reduce manual work for the team.
- **Dark kitchens** that operate delivery only and need a single channel to receive orders and keep the customer informed.
- **Franchise networks** that want to standardize service across multiple locations with the same quality.
- **Businesses already using WhatsApp Business** that want to move up to a professional platform with CRM, automations and AI, without changing their number.

## Frequently asked questions

### Can the AI understand orders with customizations (e.g., "no onions", "medium-rare")?

Yes. During the order flow, you can include steps for notes or open fields. The AI collects this information and passes it on to the system or the team. For very specific cases, the conversation can be transferred to a human agent with all the context preserved.

### Do I need an integrated POS system to use Papo?

No. You can operate with Papo even without an integration. The order collected by the Flow can be viewed by the team in the dashboard and entered manually into your system. Webhook integration is an additional step to automate the process even further, but it is not mandatory.

### How do reservation reminders work?

The Appointments module lets you configure automatic WhatsApp (and email) reminders at scheduled times before the reservation. For example, one notice 24 hours before and another 2 hours before, significantly reducing no-shows.

### Can I use the same WhatsApp number I already have?

Yes. Papo connects to the official WhatsApp API (Cloud API) and you can keep the number your customers already know. The migration is done without losing history, and the platform starts managing conversations professionally.

### Does Papo work for dark kitchens that only do delivery?

Absolutely. The automation focuses on receiving orders, sending status updates and collecting feedback — exactly the cycle of a dark kitchen. The CRM centralizes contacts and enables reactivation campaigns for customers who haven't ordered in a while.

### Is it possible to send the menu automatically to new contacts?

Yes. You can configure a Flow that, upon receiving a first message from an unknown number, immediately sends the menu and asks whether the customer wants to place an order. This speeds up conversion and ensures no one is left without a reply.

## Read also

- [How to create a Google Calendar event from a WhatsApp conversation](/hc/papo/articles/create-google-calendar-event-whatsapp-conversation)
- [How to install templates from the Flow Library in Papo](/hc/papo/articles/how-to-install-templates-from-the-flow-library-in-papo)

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