SMS notifications

Control how you and your team receive order alerts by SMS, and how to send a manual text to a customer directly from an order.

Staff SMS alerts for orders

VoiceCraft can notify you by SMS when key order events happen. You set this up in your notification preferences.

1. Click the bell icon at the top of the page to open the notifications popover.

2. Click the gear icon in the popover header to open Notification Preferences.

3. In the Phone number for SMS alerts field, enter your mobile number and click Save.

4. In the Orders section, toggle SMS on for the notification types you want to receive by text:

• New order: Sent when a caller confirms an order.

• Order issue opened: Sent when an issue is flagged on an order.

• Pickup reminder: Sent when a Ready order has not been collected after 15 minutes.

• Menu catalog synced: Sent when a POS menu sync completes.

Each notification type has three independent channels: App (in-app bell), Email, and SMS. You can enable any combination.

Text a customer from an order

You can send a free-form SMS to a customer directly from the order detail page. This is useful for letting a customer know their order is ready, asking about a substitution, or following up on a problem.

1. In the main sidebar, click Orders.

2. Click View on the order you want to act on.

3. On the order detail page, click Text customer.

4. Type your message (up to 1,200 characters) and click Send.

The Text customer button only appears when the customer provided a phone number during the call.

Requirements

• SMS staff alerts require a mobile number saved in your Notification Preferences.

• Sending to customers requires an active telephony connection on your workspace.

• Standard messaging rates may apply to the customer's carrier.

What to expect

SMS alerts arrive within seconds of the triggering event. Customer messages sent via Text customer are sent immediately. Delivery depends on the customer's carrier.

Troubleshooting

SMS toggles are greyed out in Notification Preferences. You need to save a phone number first. Enter it in the Phone number for SMS alerts field and click Save. The SMS toggles become active once a number is on file.

"Text customer" is not visible on the order detail page. The button only appears when the customer shared a phone number during the call.

Staff SMS alerts are not arriving. Confirm your number is saved correctly in Notification Preferences and that the SMS toggle is on for the relevant notification type.