Due to an ongoing issue with our SMS provider, we have had to disable two-directional text messages to customers. This change occurred on August 20th, and additional information about the outage can be found here.
We understand that when customers place orders on your menu, you may need to follow up with them for additional information or to offer a substitution. Customer phone numbers were recently added in the order details in the order dashboard, so you can call customers directly. We’re also looking into a solution to replace the lost messaging functionality.
In the meantime, we’ve put together the following information to help you manage expectations with your customers.
- How can I communicate with customers about curbside orders?
We recommend leveraging the COVID-19 messaging space to communicate your curbside process, with a request to call your business when they arrive.
- How will I discuss substitutions with customers?
You’ll need to call customers directly. Customer phone numbers are available in the order details in the order dashboard.
- How can my delivery drivers let customers know they've arrived?
Because chat functionality is not available, we recommend supplying drivers with the customer’s phone number to bring with them during delivery in case they need to get a hold of them when they arrive. We also send transactional texts to let customers know the delivery driver has arrived.
- Can I still receive texts from my customers?
You will not receive text messages from customers while this issue is ongoing. If a customer does attempt to text you back, you will not see their message during this outage.
- Can we get their email address to communicate through email?
Unfortunately, we do not have the customer permissions necessary to provide email addresses for customers to you.
We are working on a solution to restore messaging related to orders. We understand that this is an important feature to our partners, and will communicate updates as we have them via email.