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SpotOn Order Text Messaging

Initial Setup

Action

Display

1. From BOH, tap the Locations icon

2. In the Settings section, scroll to SMS Enabled, and tick the checkbox

3. In the SMS Number line, select Acquire Number

  • If the Merchant forgets to do it, we will auto-populate this the first time an outbound SMS is sent when an online order is made

  • This can not be manually entered and this number will not accept phone calls

  • You can test the flow in FOH by texting this number from your own phone to see it show up

4. Return to the BOH menu

5. Tap the Order Types icon

6. Select the SpotOn Order order type

7. In the Settings section, tick the Send Curbside Pickup Text Message to Customer (only for SpotOn Order’s Orders) box

8. The merchant can choose to enter in their own custom message in the Custom Curbside Text Message Body field and can choose to use the variables listed out to populate things such as <Order Number> in the outbound text.

 Click here to view the custom curbside text message variable entries accepted:

* %LOCATION_NAME% -The SpotOn Order display name of the current location

* %ORDER_NUMBER% - The order ID number

* %ORDER_TIME% - The scheduled time of the order

* %ORDER_TOTAL% - The total cost of the order in dollars

If the merchant does not enter copy, the default text that will be sent to customers when an online order is place will read:

“Thank you for your order at <Location Name>, <Order Number> should be ready at <Pickup Time>. Please respond to this message when you arrive.”

Please Note: For the restaurant name to display, there must be a Display Name added in the DineLoyal/SpotOn Online Ordering Settings section in the Locations settings

FOH Workflow

Action

Display

1. Once SMS is enabled, the POS will now display a notification icon on the Pin pad screen

You cannot click/tap on this icon but it will display a badge/number if there are new notifications so you will have to pin-in to see the notifications

2. Once pinned in, a bell/notification icon will appear in the lower righthand corner

3. Click this icon will show the Notification Model

  • 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

4. 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.

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

If it fails to deliver, it will change to an alert icon instead of the time stamp (ignore arrows in screenshot- those only display on devices with no touch screen).

FAQ

Are pictures supported?

No, an inbound text with a picture will not send/show up

Is there a character limit?

950 characters

Can I block numbers?

Yes, in BOH you have to manually add the phone number to the Blocked Numbers list under Locations > Settings

Note: We do keep a record of blocked incoming text messages in the database (for 1 year), this is not visible to the merchant- but we can pull them if needed.

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