SMS Messaging FOH Flow

Owned by Will Castleberry
Sept 08, 2023
2 min read

Action

Display

Action

Display

1. Start an order

2. Open the Ticket Commands menu

3. Tap Customer Info

4. Search for the customer, or add new customer

5. Attach the customer to the order, or attach the customer and schedule the order

6. Hit Send, and the first message will be sent

  • If the message thread was started via an order from SpotOn Order and the customer input their name, the name will appear here, otherwise it will just show the number

  • Notifications/Texts show up when an online order is placed and the default text is sent out OR the customer texts the restaurant

  • This shows in reverse sort order with the most recent at the top

  • There is no way from the frontend for the merchant to start a new unsolicited thread/conversation with a customer

  • You can delete individual conversations, otherwise conversations will be deleted after 100 days

  • If you click into a thread, you’ll see the conversation on the left hand side and the order(s) on the right hand side. If multiple orders are tied to this customer, you can select one of them, then click/tap on Edit Order to navigate to the Order View to edit the order

Clicking into a notification to view the conversation will mark the notification as read.

 

  • Sending a response will show a small animation under the text until it is sent, and then a time stamp will appear

If a message fails to send, it will change to an alert icon instead of a time stamp

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