Square for Restaurants: reseller training

Jonathan Venegoni (Square): So what I'm using here with everybody is a pretty simple, old-school setup with Square. I'm not sure if you guys hit the video thumbnail, but I'm just using an iPad and one of our readers, linked up via Bluetooth. Keep in mind, though, that Square for Restaurants works on all of the Square hardware.

One of our big defining characteristics as a company, and you're going to hear me go back to this again and again, is that we truly are full stack. We manufacture our hardware all in-house, like our Square Handhelds here. We have a Terminal version that has an integrated printer; that's why it's a little bit of a doorstop shape. So we can provide service for food and beverage sellers of no matter what shape, size and concept.

If people are running quick service, I'd highly recommend our Register product. You can see it's perfectly tuned for quick service: I can approach the counter, and the guests can interact for their receipts, loyalty, marketing info, all that type of stuff. We can have that display connected by a three- or six-foot cord, or, as you can see, mounted directly on the unit.

Then last but not least, Square Stand. What made us the company we are today is being able to easily process credit card sales on a commodity device. We obviously don't manufacture the iPad, but we have stands that fit nearly all those models. And newest in the fleet, we have a kiosk solution as well: basically that Square Stand, but you put it wherever you want.

Square Terminal can be set up as an all-in-one, or just as a payment device if they have an iPad. So yes, we can connect Terminal as a connected payment device, and we can also use it as a standalone point of sale, but you would have to unlink it via Bluetooth from the iPad if you want to do that.

So, for restaurants: does the Android terminal have any feature limitations versus iPads? For the handhelds right now, if you wanted to run the full close-of-day report on one, we wouldn't be able to. We can do individual server shift reports on the handhelds, but you would want to go to a stationary terminal, like the Register or the iPad, to run the close of day. Same for reopening a check: you would still want the main terminals for that. But the handheld is fully functional when it comes to order taking and payment taking tableside.

Abbey (Square): But for this first page that we're looking at: this is the login page for the employees. Square has our first-party team management product, which gives you the ability to have an unlimited number of employees, with different roles for people, and to limit their access to viewing reports, doing refunds, comps, voids, anything you want to limit them from doing or seeing. Employees can log in with four-digit passcodes or physical badges if you'd like.

The other side of that is the team side: clocking in and schedules. You can do schedules through Square if you want to, and clocking in and out is integrated into the system. Employees can see everything from a team app they download onto their phones: they get reminders for their shifts, they can request time off, switch shifts with other employees, and use the team chat.

The managers, the owners, the operators can download our Dashboard app, which is basically a back-office app with both the reporting side and the ability to adjust time cards, change and send out the team schedules, those kinds of things.

For the time cards, it will also prevent early clock-ins and unscheduled clock-ins. We have tip pooling, and we have all the payroll side of it as well. And if there's something else the seller needs, we integrate with partners like Homebase, TipHaus and 7shifts; 7shifts is a big partner. So you do have options, and there are zero integration costs too, which is nice.

Jonathan Venegoni (Square): Here we go. Let me go ahead and begin clocking in. As you see, it's a very simple process, a single button. Square supports job titles as well: if I have hourly folks or salaried folks, or if I work as management, front of house or back of house, we can have all those different hourly pay rates associated with each person, and also adjust tip eligibility based on the job role that's chosen.

We're clocked in. We also know that a seller can't be around at all times; their eyes can't be everywhere. So we can even leave some light communications here: "Sorry, Johnny, you had a little traffic on the way in." And that's part of my time card for the day.

If you take a look at my video thumbnail again, we do have RFID card access as well. Square doesn't yet have biometric entry, like thumbprint or iris scanning, but we can tap these RFID cards onto the reader to gain access to the point of sale.

So, welcome to Square for Restaurants. One of my favorite things about our platform is that Square is basically like a box of Legos. It's really easy to add and remove pieces and to alter your service style at will, rather than having to call an engineering team that takes three weeks to turn on some feature flags and then sends you a preloaded touchscreen from 1998. All these tools are at your and your customers' fingertips the entire time, and after we teach you the ropes, you'll be able to make those changes and customizations going forward.

We're going to go over the general anatomy here first. At the top left, you'll see my section names: main dining, patio, events room, bowling alley. I can toggle between those by tapping on them or swiping left and right. Also, aesthetically, if the seller has a dimmer light at nighttime, we do have a dark theme. Kids love it. It's a little sleeker looking, and less of an eyesore on the floor.

So now the other part we're going to look at is the bottom row. You'll see Floor plan, Orders, Menu, Transactions and More.

I'm going to go into More, on the bottom right. This is that box-of-Legos principle I was talking about at the top. You'll see Modes. This is really great for any IT folks, or any management that has to control the hardware footprint at the restaurant: we now have a feature called modes. If I tap this one right here, I'm in a Cambria QSR mode. It's a bit messy because there are a lot of them in here, but these are premade settings profiles. I could create bar settings, server floating settings, to-go window settings, all those different settings profiles, to easily copy and paste the setup between your devices.

So basically I could be a retail shop during the day and switch over to full service, with holding and firing, to do my coursed-out experience at nighttime. For today, I'm just going to manage this one locally on this device; I'm not using a mode. I'm going to make sure management's turned on, so we can require seat positions and coursing, because I'm going to show you coursing, and let's get a little more complex with it up front. I'm going to allow holding and firing, and I'm going to have open checks as the home screen, so whenever I process a sale or take a payment, that's the screen I go right back to.

Abbey (Square): Okay, so if we're looking at floor plans, obviously that's for the full-service side. Those are all customized to what you'd like on the Dashboard. They're red right here just because one's been open for six days, it looks like. If you need to take any actions on the tables, highlight the table: move to a new table, merge checks together, assign to your server, void or comp. The tables change color based only on the time the table has been active.

We also integrate with OpenTable, Resy and SevenRooms, and Tock, I believe, is finally coming soon. All of those show as purple on the floor plan. Once you open that table, with Tock, OpenTable and SevenRooms specifically, you'll be able to see the guest data. On the Resy side you won't; that's just hidden on Resy's side. But the really nice part about OpenTable that I always talk about is that you can see how many people are in the party, any preferences if they've dined there before, and any comments or celebrations. All of that is integrated in the check, which is nice.

So, starting a new table: table 20 gives me the cover counts. That tells you how many people you served at the end of the day and the average spend, and it drives auto-gratuity based on party size, as well as sorting by seat and splitting by seat within the check. If I go in and add four people: this is something new that's really nice. We updated and improved our seat management. Instead of just keeping track of the covers, we can also keep track of the pivots now. I can swipe to the left to remove that seat, and now I have three covers and three seats, or pivots. Those are nice ways of breaking off that one seat into a new check, to check that one person out, or to sort and then split by seat easily as well.

So on the left-hand side we have our menus. These are all managed from the Dashboard, and you also have the ability to edit the POS layout from here. I think it's easier on the Dashboard: I'm a typer versus a tapper, so I like doing everything there. But you are able to make adjustments and add items; all of that is also under the More tab, under Items. You can add a new item, you can archive items. Being able to do all of that from anywhere is really nice: you don't have to be logged in on the back-office computer at the back of the restaurant.

I do have multiple menus as well. I have my bar display, which is more of a speed screen to easily add those items, and you'll have your QSR menu. I do have images turned on. Some people absolutely cannot stand images, other people love them; I've heard every single comment about it. So just know that you don't have to have them; they're completely optional. I always like to show this black-and-white one too, in case people want something super simple. It just gives you some flexibility.

And then on this screen I have a lot of what we call menu groups. Think of them like folders: if I tap into Beer, I have Bottles and Cans and then Drafts, and in Bottles and Cans I have the rest of those items. I can choose seat 1 for a Corona, the Budweiser for seat 3, and an Urban Chestnut for seat 4, and then I'm going to add some shishito peppers for the table, and I'll go ahead and send.

Something really nice is that it shows the timestamp of when everything was sent and who sent it. If you're voiding or comping an item, it will timestamp it and show the manager who approved it and the reason, so you've got a nice little paper trail there too. Swipe right to repeat an item, swipe left to void an item after it's been sent; before it's been sent, it just prompts for the removal. So, nice quick actions there. And for the seat management I was talking about, you can move all items to a seat, create a new check, transfer to a new check, or edit the item. Really anything you need to do, you can easily manage just by tapping those three dots.

Jonathan Venegoni (Square): Now, on the right-hand side, these are courses. We can name these courses whatever you want. I just kept it simple with starters, mains and desserts, as you can see, but we're not limited there: we can call them appetizers, entrees and sweets, or courses 1 through 20, what have you. The world is your oyster.

Straight Fire, at the top right: that doesn't mean this is super awesome. Straight fire means it bypasses the coursing. Typically drinks: if somebody's going to get a margarita, they're typically thirsty now, so we can bypass all of that meal planning. So now let's start off the meal like people normally do, with some drinks.

I'll tap into my red wine. I'm not the biggest wine guy, so I'll choose this Josh Cabernet; I think it's a good workhorse. This shows off all of the different price variations we can have: I have glass and bottle. It's a good convenience feature, because if we want to see the revenue of Josh Cabernet, we don't have to search down the bottle and the glass and add them up. We can just search for Josh Cabernet and we'll give you a breakdown of the revenue, with the servings in each of those variations. I'll choose my glass. Now I'm in my optional seat position: for example, if I had chosen a bottle, I could say it's for the table, or I can choose seat 1 or 2. I don't think this guy's that thirsty, so I'm going to go back to a glass.

More options are available within each product as well. These are individual line-item controls inside the sale. This lets you change the dining option on a single product: if mom and dad are getting a couple of entrees and want to bring something home to go for the kids, for example, we can use that here. You'll see my taxation down here, and then all of the discounts; this would discount just this item within the sale. Yes, discounts are most definitely restrictable. Keep in mind that I'm logged in as an owner, so I have carte blanche.

Then, last but not least in here, notes. We know people's orders tend to be as unique as they are. I'll pretend I heard these folks chatting and we've got a birthday boy at the table, so let's give him an extra big pour and make him feel special for coming in to celebrate with us.

Now, we're also very keenly aware that speed and accuracy are key in all restaurants. So I can also do the opposite: if I tap on Budweiser Can, boom, one-tap entry into the sale. We can hop, skip and jump over some of those other features you saw to speed up the order entry process. I can still select that Budweiser can and modify it at the bottom right, like if I'm using a food runner and want to be sure they know where that beer is going.

Now we'll pretend these folks did their homework and want to order the whole shebang. I'll start with the starters here: let's do shishito peppers for the table, and then we're going to do some entrees. You'll notice the fire icon shows automatically next to the starters, because it's the first course in the meal. We're assuming yes, go up on it, chef. But if I tap that hold button, it will go back to the kitchen as a hold as well. So we have the ability to hold even all the courses if need be; maybe not all the members of the table are seated yet.

Then I'll do the entrees. I'll do a dry-aged ribeye for seat 1. This product has a couple of required fields. So yes, Square is much more than that little white reader you think of us as: we can definitely do those prompts, those programmed functions, with modifiers. You'll see my required fields. I'm tapping Add to check at the bottom right, and it's not listening to me because I haven't fulfilled my duty yet as a server. I choose my weight, and it auto-progresses me down to my cooking temperature, the next necessary aspect. Now I have optional choices on the right, so I'll do sauteed veg; I can skip over that. I'll do seat 1, and then I'll pretend this person asked for a special accommodation: we can do crispy veg for the birthday boy, and then pop that into the check.

Whoops, I put that ribeye in the wrong course. No big deal; I was just carrying on with the customers too much. I select the ribeye, to the right of Mains, I just select Move here, and you'll see that since the mains are the subsequent course, we're assuming it's held.

Then I'll do a burger for seat 2, the half-pound burger. I'm going to say this one's going medium, bacon, cheddar, jalapeno. You'll see that these choices are a little bit different: we have a quantity selector now. So if people want double, triple, quadruple, quintuple bacon, I can use those pluses and minuses to conform to those requests. It's up to each seller how much they'll accommodate; you can set limits. So if somebody wants octuple bacon, you can say, hey, let's get you to order the BLT.

Then underneath here, for my picky folks, I can do no sauce, no lettuce. These are kind of blunt-force modifiers: I have temperature, burger add-ons, burger no's. But we do have another option in our point of sale, which is conversational-style modifiers. These are kind of a smart tool, and I'm putting "smart" in quotation marks right now because we can make it smarter; it's still a little simplistic in our initial iteration. It's great for folks that have a simpler cold-line setup in the kitchen: hey, we've only got 15 ingredients on our menu, let's just use those operator words at the top, add, extra, side, sub, light, and then the priced-out mods down below. Anything like add, extra, side, sub and light will add on the cost. So if I say "add avo", it adds the cost; if I say "no avo", or I'm allergic to avocado for whatever reason, you can see that listed right inside, and it doesn't add the upcharge. So there are all sorts of ways to set this up for you and your customers.

I'll add my optional seat position and pop that into the check. And since we have a birthday boy at the table, we'll add on a dessert: I'm going to do a chocolate lava cake for the table and pop that into the check. Now I have two held courses, one fired course, and then my straight-fire category, my drinks. I press Send, and that's when the magic happens: the drink station's getting the drinks, expo's getting all the food, hot food to the hot line, cold food to the cold line, and so on.

Now, as I look at this floor plan, any of these tables that have a timer on them, like table 23, the one I'm using, are my tables. My colleagues are listed with their initials over their tables.

Does table mapping show table time? Yes. So you'll see right... table 23 has mine on there. It hasn't been a minute yet... oh, there we go. So yeah, table 23 has been there for a minute. In addition to that, if I tap Orders, at the bottom middle of the screen, you'll see, for my dine-in orders, placed one minute ago, placed three hours ago, nine minutes ago, and so on. So we'll always have that table time.

Along those lines, which I was going to show you shortly: if I tap on my fired items within a ticket, we also provide a timestamp. So, "Fired at 2:28 by Jonathan Venegoni." As you can imagine, this can help squelch some of those conflicts between the front and the back of the house: "Mike never sent that on time." You'll always have that ledger inside of each check.

Now, inside the ticket, we can search as well. At the top of the screen, right above the sides, you'll see that little search bar. If I type in any product name, or even part of the name, we can easily pull up those products, even if it's that typical French spelling, Chateau de blah blah blah; we'll know what you mean. We can also search by item attributes: I typed in 1234, and that just so happens to be the SKU number of my Cabernet. We can also use the physical infrastructure of the device: if I tap that search and then this little barcode, I can use the front-facing or back-facing camera (sorry to show you my face at that angle) to scan gift cards or to add a product to the sale.

Abbey (Square): Then any one-off requests you get, you can put in the notes field here. This is visible to customers; we cannot turn that off. I've gotten that question a lot, actually. So just know that it will be on the printed ticket or the kitchen display, and it will also be visible to the customers. So it's nice that it shows, just so they don't write anything off-putting in it.

Okay, so that's one way of doing it. So I have my burger. I also have what's called combos: bringing multiple items together, which gives you more item-level routing for the kitchen. I have the same flow for the burger, and then it prompts me for my beverage. I'm going to choose a Budweiser, and then I have my curly fries as the default. If I had any modifications to that, I could do that there. But I can also sub it out, and this is where you would have your side salad: I can choose my dressing, then save and add that to the check. So that's one way of doing it.

The other way of using combos would be like a bucket of beer: I can choose those items multiple times. Great for donut or bagel shops, those kinds of things. It just gives you the ability to choose an item multiple times.

Oh, another way of doing it would be like the taco plate, where I can choose those items: they want two beef tacos and one barbacoa. I'm going to choose curly fries, and then I can modify the barbacoa and say extra cheese on that one, and change up the other ones as well. So there are lots of ways of setting those items up. You can do it like the taco plate, or you can have everything individual. It really depends on what the seller needs: if they need things individual, or if they like having everything lumped together, they can do that too.

Other quick actions: you see my Corona, I have 355. If I need to 86 that, or put an item count in, I can do that directly from here. You can also limit that so not every single person can do it. I do have the Sold out button: I can mark that as sold out, and I can also reset the availability and have it turn back on automatically in 30 minutes, an hour or a custom time frame. So, easy ways of keeping track of all of that, and you can do all of it directly from the Dashboard too.

The other really nice part: if you're integrating Uber Eats, DoorDash, Grubhub, any of the third parties, that syncs over to those systems, so you don't have to log in multiple times. With those integrations, you're managing everything from the Square side: that one menu. And when you integrate those partners, you can mark up each partner: oh, I want DoorDash to be 20% on the item and then $2 more on modifiers, and something completely different for Grubhub, et cetera. And there are, again, zero integration fees for those. Everything is a native integration, because we just revamped that last year, which is really nice.

Can you change the price on an item from the point of sale, and it'll make the change on all three sites? Yes. That's where the one-menu management comes into play: on the Square side, you can mark up a specific partner by whatever percentage or dollar amount you want. And when you change that price, it will just automatically update on that site.

Okay, so under More is where you have more of those options. Under Items you can see the items and mark them as unavailable, and you can 86 modifiers directly from here. If I tap on 1%, I can apply it to all of the modifier sets that have that modifier in them, or just do that single one. And if you're doing multi-location, know that this only affects this one location, versus all of the locations where that item is available. So if you have multi-location businesses, just know that it's individual.

Jonathan Venegoni (Square): I'm going to continue on through table 23. Let's go through the dining process once again. We've condensed the items that have already been sent out. I'm going to fire in those starters... there we go. Firing it in is very simple: I tap that little icon here, and that sends it to the back of the house. So now let's take a quick look at tickets. Keep in mind, I sent back a drink order and a food order in one fell swoop. Let's look at what that would look like on tickets, and then I'll show you our kitchen display system.

So for the food side of things, we have a few options in here. For the option I chose, I decided to send the subsequent courses. We do have the ability to do a true hold, where we would only send back the fire tickets, the fired courses. But personally, from my experience, I liked having a bit of a leg up on the longer items, like my cuts. If I had a big ribeye that's going well done, that might take me 25 minutes, so I might want to get that on while I'm doing my appetizer. That's why I like to show it. But once again, we can hold this.

The course delineations are indicated here with those nice bars. This is on a thermal printer; yes, we can do impact printers. And you'll see clear hold indications. Now, you might recall that a few moments ago I tapped that fire icon and sent it. When we do that, this is what a fire ticket looks like, if you have a chef who prefers paper rather than a display: "Fire mains, table 22." The chef still has that ticket hanging, then they go up on those products.

So now we're in the Square kitchen display. First things first, though: nobody in their right mind is going to send food and drinks to the same display. So yes, we can most definitely route these products properly. Once again, I'm not an engineer or developer by trade, so if I can do this, you can too. These are my kitchen routing categories: I simply pick and choose what products I want to go to each display, like that. We can also pick and choose the sources these orders come from: online, in-house, or a combination of both.

But let's go ahead and manage a ticket. Once again, nobody would send this, but you'll see the items are in black, the specifications like price variation or modifiers are in red, and all the notes down here are in italic text. This makes accountability really easy, to make sure nobody's doing any sneaky mods. Nice try typing in "add bacon": bacon doesn't grow on trees, use that upcharge button. Then, it's collaborative: I saw that Mike poured that Cabernet and marked it completed, so I'll grab the Budweiser out of the cooler. Once I finalize the last product within a course, it condenses it and bumps it out. I can tap that completed course to show that work.

As I'm working through my products, once again, notes are delineated. I did want to point out that this ribeye isn't called "dry-aged ribeye" like it is in the point of sale; it's just called "ribeye". And this is a fried chicken sandwich over here: I used emojis. This is a kitchen-facing name. It's good for staff members with English as a second language, who want that hamburger to read "hamburguesa" in the back of the house. That's possible, and as you can see, we can get cute with it, with the emojis.

Now I'm going to go through my entrees real quick, and then I'm going to fire off that dessert. I'm tapping the fire icon to the right of my dessert and sending it, and we'll see the dessert over here under table 23, fired in: "Fire chocolate lava cake for the table." Once I finalize the last product within the ticket, it bumps right out of the window, and instead of the Open tab, it's under the Completed tab. So if we accidentally bumped out a ticket, yes, we can recall either single items, by tapping these little blue arrows, or the ticket as a whole, down here, by tapping Recall ticket.

How many different languages does Square officially support? As of now, we officially support English, French, Spanish and Japanese. Those are the four languages our support team can support you in verbally, and the four languages the app is in. But the kitchen-facing names: you saw earlier, when I was playing with that fried chicken item, the little bread emoji and the chicken emoji inside that product.

I could put whatever characters I want in there. In fact, I'm going to put in a quick order for table 24, for this dumpling item I have, so you can see what it looks like. So I have a dumpling here, I'm going to send it, and let me go to the end of the line here. I just tapped on something called "Dumpling" in English in the point of sale, but now you'll see Mandarin characters. As long as it's rich text and we can copy and paste it into that field in our Dashboard, absolutely, we can display it on a kitchen display. The only physical limitation: if you're using a printer instead, we can print those kitchen-facing names too, but for non-Western characters like Mandarin or Arabic, you'd want a thermal printer, because impact printers can't print Arabic or Mandarin characters.

So now, if I were on a prep station, it would look like this on my station. But expo controls give us our all-day count on the left. As you can see, it makes it really easy to pick and choose the products I'm looking for on each ticket and highlight them, like so. Maybe as expo I had to jump off to do a little prep, everybody's in the weeds and the tickets are hitting the ground. If I tap View full screen, this helps me name off all the products I'm looking for next: how long on one banh mi, one Budweiser and one burger? Call back. There we go.

Underneath here, we'll see our 86ing. I'm going to show you 86ing from the front end of the app, but we can also do it back here, because we assume that those close to the food know when we've run out of the food. So if I were out of asparagus, I tap it, and it's unavailable for sale. That syncs up with online stores, the front-end point of sale, and even third-party partners like Uber Eats and DoorDash.

Abbey (Square): The nice thing with the KDS is that it's all Android-based. Think of it as your Samsung Galaxy Tab, 10 inches, or it can be a MicroTouch or Elo device that's 22 inches. Really, any Android tablet with 3 GB of RAM, 8 inches or larger, and Android 9 or above, you'll be able to use. So it's really great if you want something smaller for the front of house, just to see the status of orders, and something larger for the back of house. You can also use printers alongside the KDS, so you don't have to use KDS for every single station; it gives you some flexibility.

For the settings, you have two different options: prep and expo. Expo has more functionality for prioritization: recalling tickets or an item, and updating the status of the online or in-person order with that Notify when ready option. It gives you those extra abilities. And if you're using prep and expo together, it will show that an item has been completed on the prep side, and then on expo they have the final say and check everything off for the customer to get that notification.

If you have a full-service restaurant that does coursing, we support that on the point of sale, and you can show all fired and held courses, or just the fired courses. Timer alerts down to the minute. And for printers, you can have it so that once you complete an order on expo, it prints off a chit, so you can staple it to the bag for an online order, or give it to the food runner or server to take out to the table, so they know exactly where they're going.

Mike Collins (Square): Abbey, can you also talk to the texting component, like when the food is ready? Does that come from the KDS, or how does that actually work?

Abbey (Square): Yep. So, future state, with the fulfillment methods updates, that will be coming, with the ability to do it from the point of sale. But as of today, the texting alerts for in-person orders are done whenever you complete the order on expo, on the KDS.

[Asked how the ready text works:] Yes. Think of a quick-serve restaurant: they have the Register, and on that customer-facing display, the customer can put in a phone number to get a text message notification. Once that's put in, it also logs them in for loyalty, so it connects their customer profile. Then, once that order is completed on the expo side, that's when it texts the customer that their order is ready.

Jonathan Venegoni (Square): All right, moving right along here. Let's get into some of the bells and whistles for controlling our tables. Before I go in, I just wanted to show you that table 24 has been open for 11 minutes, so that's why it's turned yellow now. Table 23 is red because it's above 20 minutes, I believe. So keep in mind, with these floor plans we indicate those color changes. They don't have to do with my last interaction with the table; it's not going to be a tattler on the floor saying, "Hey Mike, go check on Johnny's drinks." It simply shows the elapsed time the ticket's been open.

Now, inside table 23, we've got our products all fired in, with their different timestamps, like I showed earlier. It's really easy to make those follow-up drinks: hey, I want another Cabernet. I can swipe to repeat it, and you'll see that all those specifications were also repeated. I can swipe left to fully remove it. Better yet, I can choose both of those, press Repeat at the bottom, and send that in with just a few taps. So getting a new round of drinks should never take you away from the conversation with the guests. I can do that tableside or from my stationary terminal.

Think of this right-hand side, the current sale, as the micro level. I'll pretend I'm a manager walking around the floor: hey, we have a birthday boy here. I can walk over, touch the table, select a product and comp it: "I wanted to let you know we're going to take care of your dessert today. We appreciate you coming in to celebrate." When you look at my subtotal down below, you'll see my discounts from the deals I've applied, like buy three, get $2 off, and then all the comps to further delight that customer.

Now let's go over some of the macro-level actions. I showed you that tapping any of these products lets me control them: move them, comp them, if I have the permissions. But these actions at the top of the screen are the wholesale functions for the entire check. So, Move.

This Move feature lets me move this ticket around the floor and merge it with other tickets. Assign gives credit for this ticket to a different server; other systems call it check transfer. That was the exact question someone asked me earlier; that's where that feature lives.

Then, splitting the check. I'm very proud to say that Square can split these tabs every which way you can imagine. If we know these folks are going separate, how about one tap for my two separate tabs? Boom. I tap that, and now I have my two separate tabs. You'll see Square is separating out the shared products, like the shishito peppers and the chocolate lava cake. Those were shared at the table, so Square automatically divvied them up between the two tickets. But wait, there's more: this is how we do a custom split. I can choose a couple of products, create a new tab and move those around. And if these folks were going to split the burger, for whatever reason, I can split it however many ways I need and pop the pieces of the burger between all those tickets. So yes, we can split appetizers, bottles of wine, carafes and so on. Then Split evenly: if people just want to split it four ways, we can do that. And we can also do partial payments. So if you and your customers can think of new ways to split up tabs, definitely keep that feedback coming to us, because we'll get the engineers on it right away.

Anonymous asks: the difference between comps and discounts compared to a void? Comps are basically when we're taking something off the check but the guest is still using it. There are different tax implications, because the guest is still using and consuming that product. Discounts reduce either a line item or the whole sale amount. And a void, think of it as a whoopsie: it doesn't affect inventory as much; it just takes that off the sale. All of those functions are locked down by employee permission, so we don't have to worry about staff members willy-nilly discounting everything.

So I'm going to tap Pay. But before I do, last things in here: discounts. We can program those in, either automated or quantity-based. We can also do auto-gratuity for those large parties, and we have a calculator to keep phones in pockets. So there are all sorts of cool features.

Square does provide gift cards as well. Good news: we can do electronic and plastic gift cards. And even better news: if your customers have existing gift card balances out in the wild, as long as they give us the gift card liability sheet, with the card numbers and balances, we can import those into Square as part of their onboarding process. That's something our implementation team specializes in.

So now, the most important part: payment. I'm going to tap Pay and put this one in as cash.

Let's do $100 out of $120 cash. That's the payment screen, and this is what the guest-facing receipt screen would look like. You've probably seen this a million times in the wild. Believe it or not, the digital receipt at the point of sale is one of our inventions as a company. Look how far we've come.

This one didn't load any info because I didn't use a payment card or a guest profile in the sale. So Square has all sorts of cool tools, like our loyalty system, to incentivize repeat visits. If I was being coy, saying I don't want Mike to know anything about me, and I press No receipt, here's that proverbial carrot we can dangle in front of them: hey, earn two points. I come in all the time, so I might as well start getting a little extra value out of it. I type in my phone number, and look at that: I earned my points, I got my rewards, I got my dopamine rush. Now I'm thinking about that restaurant the next time I'm out and about with my friends, because I get that extra value. And I can jump to my next ticket.

At the top right, you'll see Check, Actions and Guests. Whenever I tap Guests, this pulls up that rich data. At a glance, you'll see my contact info, how many visits I've had, what my average spend is. "Hey Mike, have I got any loyalty points?" You can look in here and say, yeah, let's redeem something. Underneath here, you'll see our coupons. If you don't like the idea of a loyalty system, we can always send out those "we miss you" emails or text message blitzes to get people in during those dead times, and you can see that I was entitled to any of those offers here.

Then my favorite part here is Last visit. This lets folks with liquor licenses make everybody feel like Norm from Cheers: "Good to see you again, Johnny. Do you want that Cabernet, Budweiser and burger?" I can easily pop those into the check.

Now let's do a quick credit card sale. I'm going to tap Pay, and this is when the magic happens: my reader is lit up green, ready to take a chip or tap payment. Let's do Apple Pay.

You'll see that just by the act of using my card, Square recognizes you as a loyalty member. I'm going to skip over that and let these rewards ride. I'm going to add a tip, because it was such a good job. And you'll see that my contact info is automatically linked: I was still credited for my loyalty visit today, even though I didn't enter anything. So hopefully this shows you that the data flows backward and forward through the transactions. All roads lead to a payment, enriching a customer profile to give you more insights.

Abbey (Square): With that, it does show loyalty status. With the loyalty program, there are a lot of cool things you'll be able to do: a points system, a visit-based system, or, if you want something a bit more robust, a loyalty program with different tiers of members. You sign up and you're on the base level; the next level is 1.25 points, the level after that 1.5, with different levels of rewards, redeeming higher point values for higher rewards.

The other cool part is our promotions: say, everyone gets double points on this brand-new item we're releasing to the menu, for the first week it's available. Then you'll be able to see on your Dashboard how well that's working, and see the return on investment from it.

Let's go under Orders. Orders is where all those online orders come through, as well as your in-person orders. This is also where the fulfillment methods updates are being tied in: if I'm putting in a pickup order, I'll be able to mark it as ready, and then it texts the customer that the order is ready. So things like that will be coming through.

But this is where those orders come through. Long term, you'll be able to see every single thing, whether that's third party, a call-in order you're taking yourself, a kiosk order or a Square Online order: everything will be pushed through to this Orders tab. So that's also your open tickets, your tables.

They'll be able to search for things for Square Online, and, future state, they'll be able to pause incoming orders or bump up the prep time for online orders. They can go into busy mode and do all of that directly from here. I think we're working on that being available for both Square Online orders and third-party orders in the future.

For transactions, the really nice part is that you can search by card, phone, name, receipt, notes or item. Those transactions live here, and you can do all this from the Dashboard as well. If I'm looking up the last four digits of my card, I can pull up all of those transactions, do a refund, or issue a new receipt. Once I issue that refund, I can select all the items or choose a custom amount, and refund back to the original payment method or to a gift card, which can also be saved to the customer profile. That's cool. Choose the reason, and you're all done. You have up to a year to do a refund. Super simple to do from here, as well as from the Dashboard.

Jonathan Venegoni (Square): Now I want to see how I did as a server. If I tap More at the bottom right (this is the end of my shift), I tap Shift report, and this runs my numbers. I've worked for an hour and two minutes, killing it with my $126 in cash sales. We subtract the credit card tips, as you can see here, to give that basic cash due to the house. I love this because it's a good administrative checkpoint: let's not be enjoying my shift meal while I still have open tabs or unadjusted paper tips. I can also declare my cash tips here; let's pretend I made 25 bucks in cash tips.

Then, when I run my report, it lumps all my data together for my day: checks closed, covers served, payout details, discounts, comps, taxes, tips collected. At the very bottom, my favorite part is the discount and comp reporting, and what I'm selling in the category roll-up sales. This becomes that de facto coaching tool: "Hey Johnny, sell more of those daily specials. We had to comp that table. Make sure you drink your coffee before work tomorrow."

Abbey (Square): You can prevent the shift report from being run until all those open checks have been closed and settled. So it's less worry, making sure everything is tied up at the end of it. On this Run shift report page, the black bar wouldn't even be available to tap; it would just give you a gray button until you have those checks closed.

When running a server report, who gets credit, or is accountable, for the sale and the tip? Is it whoever owns the check or closed the check, or is it configurable? Yes, it is configurable. You can have it associated with the person who opened the check or the person who closed it. It depends on what the seller wants, but it's not going to be based on a specific transaction: it's based on the device or service settings you set up, so that's on the Dashboard. Back end, versus the point of sale.

Can Square do a restaurant where servers deliver the check but guests check out at the counter cashier, and keep the tips with the servers? Yes. That's where you'd associate the sale with the person who opened the check instead of the person who closed it. Or you could give the front cashier the ability to log in with the other codes and check out that way. It depends on what they need.

Next report is Live sales. You have your hourly look right here, and you can compare against the same day last week or the same day last year. I have different reporting hours, which is really great if you have a breakfast and lunch place and want to see the breakdown, or shift A versus shift B, or before the busy time, during it, and when you're about to close. If I tap into Breakfast, I see that breakdown. I also have sales by order source, which gives me my sources: in-person versus online versus third party versus kiosk versus whatever else, how many orders, the average order and where we're pacing.

Last report, and then I'll get to questions: the close of day. This can either run automatically, if you want to set it for 3 a.m. to just print out, or the managers can run it manually, as more of an end-of-day task. You can do either one. Once I run this, it basically gives me what we saw in the shift report, for the whole service. And you'll get a daily sales summary email automatically, with a breakdown of what your employees sold, those kinds of things. And in the Dashboard app you'll see everything in real time: what your deposits are going to be, even your average sale per employee. Those kinds of things are available in the Dashboard app.

So, the Dashboard. This is your home for everything. You have multi-location support here. At the top of the screen is your AI bot, which you can ask specific questions. I can have pinned reports as well, to go back and keep seeing the rolling data. I have my performance metrics: I can compare against a specific day, and see all of the open checks, closed checks, all checks. I have my quick view of where we're pacing, and my different locations and where they're pacing. The AI is also available via this little star, on the Dashboard and in the Dashboard app, so you have lots of places to ask specific questions too.

For the Dashboard, on the left-hand side I have Items and services, and the menus. I can see all of my menus, edit the menu details, and turn them on for specific locations easily, just by tapping in and choosing specific locations or all locations.

But for the menus, you can also choose where a menu, or an item, is going to be available. If you want an item turned off in the third-party app, you can. You can archive an item. I can edit the POS layout and move things around, add new tiles, change the tile size and the display name. It gives me all that functionality within the Dashboard.

Next, we'll go through reports. Let me know if there's anything specific you want to talk through. What's nice is that everything is cloud-based: you have access to absolutely everything from day one of transacting. You have different options for flipping these reports into different views: summary by hour, by day, weeks, months. I can choose location groups, and group the metric by... I always like to show by source, to see the percentage for Grubhub versus DoorDash versus Square Online versus kiosk versus in-person. From there, you can flip between the dollar amount and the percentage, and choose the time frames of everything. So yes, you have your general view of gross sales and discounts. If I tap into Discounts and comps, that gives me more information on those. And I can see my fees: we're very transparent with the fees that are going to be taken.

Item sales: I always like to show this. Maybe I want to flip it and see who sold the most of a particular item, because I'm running a competition. I'm going to look at last month and see who sold the most half-pound burgers, and that would be Johnny. He wins. And you can click into each of those. So, different ways of taking very general detail information and flipping it into whatever you need.

I have sales trends: comparing my November 11 to a specific day, I can see different metrics to compare. I have the line versus bar graph, and the hourly, daily and monthly views. So it gives me a lot of different information. I have my category sales and category roll-up sales; I'll flip into category roll-up sales. And this is a little bit funny: you manage those category roll-ups under Category sales, not under Categories. So just know that that's where it lives. Oh, and remind me to go back to the menu so I can show the menu builder. Modifier sales flips to the item level instead, so I can see how many times people added bacon, cheddar, jalapeno, all of those things. And I have gift card sales.

Jonathan Venegoni (Square): So this right here is the Square Dashboard. Once again, you don't have to be on premises or using a point-of-sale device to access it. Bring your own network, bring your own device: wherever you've got the worldwide web, you're good to go with controlling your menus, checking your time cards, reports, the whole nine yards.

Under Permissions, it's super easy. I have a lot of permission sets in here, but it's like a punch card system: I just pick and choose what I want each person to be able, or not be able, to do. Cancel transactions; open the cash drawer outside of a transaction, since they might be able to steal cash. I can limit that. Do I want them to view all open tickets for all team members? Do I want Mike to be able to adjust Johnny's tabs? If not, I take that away. Delete or void items in saved open tickets. Literally every part of our platform is delineated here. A lot of these functions are more on the Dashboard side, like viewing customers and messages, but every single piece of our platform can be limited by employee permissions.

Is Square a good fit for a place like Subway? I'd say heck yeah, because quick service is what made us the company we are today.

Pizza mods, half mods? Yeah, we can do some half mods. Now, if I said Square is the premier pizza point of sale, I'd be lying through my teeth. We're still a little bit workaround-y with pizza. In fact, if people do their own delivery, with their own drivers, for a traditional pizza spot, we're not yet a good fit. But if it's a quicker full-service restaurant that does pizza by the slice or fully customized pies, we can still do that.

Basically, I can do a simple one: if I'm assuming crust and sauce, I can add my products to the whole pizza. If we want to do half and half, the workaround I pioneered when I was doing implementation is an L and R notation: the left side's getting the sausage and chicken, the right side's the only one getting the mushroom. You can do "side 1" or "side 2" for the copy, but I like the L and the R because it's a little less to rifle through when you're cooking. We can still go pretty dang far down the rabbit hole with those required choices. So hopefully that shows it's a bit of a workaround, but we can do half-and-half pizzas for sure, as long as they're okay with it not being a pizza-centered user interface.

Abbey (Square): But for quick-serve restaurants using the kitchen displays, I have this Notify when ready option. This is cool because customers can put in their phone number. It checks them in for loyalty, and they can redeem rewards directly from the Register's customer-facing display; they'll see everything there and redeem it themselves. The other nice part with loyalty: if they use the same card and don't check in with their phone number, they'll still be able to have those rewards redeemed after the fact. So it's less work, and fewer things to think about, on the cashier side and the customer side.

So: can you talk more about how Square helps a heavy phone-in, to-go restaurant? I'll be transparent with you: we are not the best fit for a heavy phone-in order business as of today. I would say that once we have scheduled orders available, that would be a big unlock. We do have to-go, this fulfillment, and we've updated our fulfillment methods so you can actually put in the information directly from here.

But big caveat: you'd think that would be good for delivery. Just know that pizza delivery shops are going to be a really hard fit for Square, because we don't have in-house delivery management, to track drivers or easily handle delivery information, or scheduled orders. So I'd say we're not a good fit as of today for those, but we are working toward it. And I think that once scheduled orders and the fulfillment methods are updated, that should be H1 this year.

Might there be any functional gaps in the iPad version of Restaurants versus the Square Register version? Yes. Okay. With Square Register, I never suggest it for our full-service restaurants, because it doesn't have the ability to reopen checks, for some reason. I believe that's on the roadmap for this year, but I always suggest our iPads or handhelds. That's all going to be okay; just for reopening checks, you do have to use an iPad for that to actually be a function.

Can users see an alternate language? So if I log in and I speak Spanish, I only see Spanish, is that correct? As of now, no. It's either device-based or the language you choose when you're onboarding to Square. You can change languages, but as of now it isn't user-based.

Can you limit who can move or transfer items? I'm thinking your thoughts are preventing theft, and that ghost ticket that goes from table to table. As of now, no, we cannot limit who can move that, but it's definitely something I've heard before as well.

Does Square allow a customer to open a ticket with, say, a QR code to place an order, and if so, can they keep a tab open and continue ordering more? So, QR codes with open tabs: we don't have that available. It's something else on the roadmap for this year, I believe. But you can do QR codes in general, where they check out each time they place an order. Great for quick and easy, like quick service. But if you're thinking, I'm at a brewpub and want to keep this tab open, that's not available as of today. We do have partners like Kyoo, I think that's how you say it, K-Y-O-O, that would be able to handle that if they really needed it.

[Asked whether anything shown works in the US but not in Canada, or the other way around:] That's a good question. As of now, I think everything is synced over. House accounts just launched in Canada late last year, so that was a big gap. And item splits were actually available first in Canada, with a quick follow for the US. So nothing that I know of has been geo-based, at least.

Are there AI tools built in for menu building? Yes. It's still a work in progress, so it's not perfect, but it definitely is there, so you can even connect a Toast account and move the menu over through that connection. So that's something that's available; we can walk through it on the Dashboard.

Jonathan Venegoni (Square): Can I track recipe ingredient inventory? Yes, but that's done through our white-labeled partner, MarketMan. MarketMan is now going to be our Square inventory solution. So yes, we can do recipe tracking and invoice uploading. It tracks all those individual components, tracks wastage and spillage, and gives cost of goods sold and all that type of stuff.