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Upsell Groups ​

Overview ​

Upsell groups suggest additional products to customers while they order — for example, offering fries and a drink when someone adds a burger. Active groups are served to both online ordering and the kiosk for the location.

Key Purpose: Increase average order value by recommending complementary items at the right moment.

Purpose ​

This page lets you create and manage upsell groups: rules that decide which products are suggested, when they fire (a specific item, any item from a product group, or at checkout), and where they appear (at checkout and/or during the ordering flow).

Key Concepts ​

  • Upsell Group: A named rule pairing a trigger with a set of suggested ("upsell") items, scoped to one location.
  • Title & Subtitle: The customer-facing heading and optional secondary line shown with the suggestion. Both are translatable per language.
  • Trigger Type: When the suggestion fires — item (a specific product is in the cart), product_group (any product from selected categories is in the cart), or checkout (shown at the checkout step).
  • Trigger Items / Categories: The products (for item) or categories (for product_group) that activate the group.
  • Display Surfaces: Where the suggestion appears — Checkout (checkout) and/or In-flow (in_flow, shown during ordering). At least one is required; a checkout trigger is always shown at checkout.
  • Suggested Items: The products offered when the group is triggered.
  • Status: active (live) or inactive (paused). Only active groups are served to customers.
  • Per-Location: Each group belongs to one location (location_id).

Route ​

  • Backoffice Route: /marketing/upsell-groups
  • Create: /marketing/upsell-groups/new
  • Edit: /marketing/upsell-groups/edit/:id
  • Per-item: open a product at /menus/items/edit/:id and use the Upsell Groups tab to assign and reorder the groups linked to that item.
  • Per-location: open a location under Settings → Locations and use its Upsell Groups tab to view and reorder the location's groups.

Actions ​

Create an Upsell Group ​

Go to Marketing → Upsell Groups → Add and fill in the sections:

  1. Basic Information — Title (required), optional Subtitle, and Status.
  2. Trigger Type — choose item, product group, or checkout.
  3. Trigger Items or Trigger Categories — required for the item and product-group triggers respectively.
  4. Where to show (Display Surfaces) — tick Checkout and/or In-flow (hidden for the checkout trigger, which is forced to checkout).
  5. Suggested Items — add the products to offer.

Manage Upsells From an Item ​

When editing a product (Menus → Items → Edit → Upsell Groups tab) you can attach upsell groups to that item and drag to reorder them.

Manage Upsells From a Location ​

A location's Upsell Groups tab lists its groups with status and item count, lets you reorder them, and links out to create a new one.

Activate / Deactivate ​

Set status to Inactive to pause a group without deleting it; set it back to Active to resume.

Fields ​

Title ​

  • ID: details.title
  • Type: Text (translatable per language)
  • Required: Yes
  • Impact: Customer-facing heading shown with the suggestion.

Subtitle ​

  • ID: details.subtitle
  • Type: Text (translatable per language)
  • Required: No
  • Impact: Optional secondary line shown under the title.

Status ​

  • ID: status
  • Type: Select (active / inactive)
  • Default: Active
  • Impact: Inactive groups are never served to customers.

Trigger Type ​

  • ID: trigger_type
  • Type: Select (item / product_group / checkout)
  • Required: Yes
  • Impact: Decides when the suggestion appears. Switching the type clears the other trigger's selections.

Trigger Items ​

  • ID: trigger_items
  • Type: Item picker (required when trigger_type = item)
  • Impact: Adding any of these items to the cart fires the upsell. (For Square merchants the picker also accepts variant groups, which the backend expands to their items.)

Trigger Categories ​

  • ID: trigger_category_ids
  • Type: Category picker (required when trigger_type = product_group)
  • Impact: Adding any product from these categories fires the upsell.

Display Surfaces ​

  • ID: display_surfaces
  • Type: Multi-select — checkout, in_flow
  • Required: At least one (for item and product-group triggers). A checkout trigger is forced to checkout.
  • Impact: Whether the suggestion shows at the checkout step, during the ordering flow, or both.

Suggested Items ​

  • ID: items / item_ids
  • Type: Item picker
  • Impact: The products suggested to the customer when the group is triggered.

Business Rules ​

  • An item-triggered group requires at least one trigger item; a product_group-triggered group requires at least one category.
  • The checkout trigger needs no trigger selection and always shows at checkout.
  • Item and product-group triggers require at least one display surface (Checkout or In-flow).
  • Upsell groups are scoped per location; create them for each location that should show them.
  • Only Active groups are served to customers.
  • Active groups are published to both the online ordering and kiosk channels for the location.

Customer Impact ​

  • Online Ordering: Suggestions appear at checkout and/or during the ordering flow, per the display surfaces.
  • Kiosk: Active groups for the location are served to the kiosk and suggested during ordering.
  • Receipts: No direct impact; upsold items appear as normal line items once added.

FAQs ​

  • "How do I set up upsells?" → Create an upsell group under Marketing → Upsell Groups: give it a title, choose a trigger, pick where to show it, and add the items to suggest.
  • "What's the difference between Checkout and In-flow?" → Checkout shows the suggestion at the checkout step; In-flow shows it during ordering. You can use either or both.
  • "Can I suggest different items per location?" → Yes, each upsell group belongs to one location.
  • "How do I suggest something at checkout regardless of the cart?" → Use the checkout trigger type.
  • "Where do I manage upsells for one specific product?" → Open the item and use its Upsell Groups tab.
  • "Can I translate the upsell text?" → Yes, the title and subtitle are translatable per language.

Troubleshooting ​

  • Upsell never fires → For item triggers, ensure the exact item (or its variant) is selected; for product_group, ensure the category contains the products customers actually add.
  • Suggestion appears in the wrong place → Check the group's Display Surfaces (Checkout vs In-flow).
  • Group not showing at all → Confirm the group is Active for the correct location.
  • Suggestion shows the wrong items → Review the group's Suggested Items list.

Assistant Guidance ​

When answering questions about upsells:

  • Point users to Marketing → Upsell Groups, or the Upsell Groups tab on an item or a location.
  • Explain the three trigger types (item, product group, checkout) and the two display surfaces (checkout, in-flow) in plain terms.
  • Remember the customer-facing text is Title + optional Subtitle, and both are translatable.
  • Note that groups are per-location and must be Active to be served.

Relations ​

Depends On ​

  • Menu Items / Categories: Triggers and suggestions reference existing items and categories.
  • Locations: Each group is scoped to a location and can be managed from the location's Upsell Groups tab.

Affects ​

  • Kiosk / Online Ordering: Active groups are served to these channels and surface suggestions during ordering.
  • Translations: Title and subtitle are translatable (Upsell screen translations).