Online Ordering is further enhanced by your ability to create automatic text confirmations during each step of the process. With texts sent automatically, you can focus on processing and preparing orders with confidence that your customers will be notified of special instructions and a time to pick up.
Set Up Online Ordering Confirmation Texts
Set up your confirmation texts by first selecting the circle icon in the top right of your Kitchen, selecting Preferences from the drop down and then Outreach on the Preferences page.
This brings you to the Outreach section which contains editable text messages. We're going to focus on the SMS section and the texts that relate to the Online Ordering process.
Order placed text - As soon as your customer selects "Place Order" in the Shop, they'll be sent the text that you add to this field. Typically this is a thank you or another confirmation that the order has been placed.
Order accepted text details - Text is sent as soon as you Accept the pending order in your Kitchen. This message should be designed to let the customer know you've accepted their order and started the fulfillment process. In the example above, you can see that we are letting the customer know that the order will be ready for pickup in 30 minutes.
Order ready text details - Text will be sent when you move an order from the "Awaiting Fulfillment" column to the "Awaiting Pickup/Delivery". This message is best to inform the customer of an action they can take to get their order. Let them know their order is ready for pickup, or include your own instructions for your customers when an order enters this state in the Kitchen.
Note: Kiosk orders are different than online ordering from your menu. The kiosk is set up within your shop for customers to use while in store. If you're not using Kiosk Mode, you won't need to adjust the settings on these messages. More information can be found in this article.
Kiosk order accepted text details - This text triggers when you accept an order that was placed from the Kiosk. This differs from your Order Accepted Text, as the turnaround time for a Kiosk order in store might be faster, at your discretion.
Kiosk order ready text details - Text will be sent when you move a Kiosk order to the "Awaiting Pickup/Delivery" column on your Orders page. This message should be different than your Order Ready Text due to the customer placing this order inside your shop.
Updating and Enabling Order Confirmation Texts
On the right side of the Outreach SMS section, you will see both an edit option and a checkbox to enable the associated text.
A checkmark means the text is active and will trigger accordingly. The absence of a checkmark will mean that text is disabled and will not send out. The pad and pen icon is the edit option for the text message. You will use this button and screen to update the content of the text. Note that the character counter is in the bottom right corner of the text box.
With confirmation texts setup through each step of the process, your customers will have a smooth ordering experience!