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Quick Links

SMS Text Messaging FOH Flow

Please click here to view the BOH Setup instructions for SMS Text Messaging (Dine-In)

Action

Display

  1. Start an order

  2. Press the Show Commands button

  3. Tap Customer Info

  • The Customer Info button can be added to the Command Bar for quicker access, click here to learn how

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

FAQs

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). Contact Restaurant Support for assistance.

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