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Notifications for Order Status

This article explains how notifications for order status work and how you can configure in-app and SMS notifications for both venue staff and guests.

Notifications help keep everyone informed about an order's progress. 

  • Venue Staff receive SMS every time an order is placed for Pick up, Delivery, Counter-pickup and In-venue delivery. 
  • Guests receive in-app and /or SMS notifications based on the ordering type
  • All messages can be customised and uses a default placeholder. 

Notifications are managed under: 

Orders → Notifications

 

Global SMS Settings 

Global SMS settings apply across all ordering types.

Mobile numbers for order notifications (Venue Staff) 

You can configure one or more mobile numbers to receive SMS notifications for order activity. This means the recipient here will receive sms for every order i.e a red order and every time a customer places an order for Pickup, Delivery, Counter pickup and In-venue delivery. 

 

  1. Go to Orders → Notifications → Global SMS Settings
  2. Select the correct country code
  3. Add one or more mobile numbers
  4. Click Save

These numbers will receive SMS notifications for orders across all enabled ordering types. For more details see: Adding SMS notification to yourself or team mobile for pickup or delivery orders

Failed orders (guest notification)

You can also notify guests when their order fails to reach the POS.

  • Go to Orders → Notifications → Global SMS Settings
  • Enable Failed orders

  • When turned ON, an SMS is sent to the guest if an order is rejected or fails to reach the POS

This helps reduce confusion and ensures guests know to try again or speak to staff.

 

Notification Settings by Ordering Type

Each ordering type has its own notification settings. You only need to configure the ordering types your venue uses.

Available ordering types:

  • Dine‑in
  • Pick‑up
  • Delivery
  • Counter pickup
  • In‑venue delivery

Each ordering type supports:

  • In‑app messages (shown in the guest’s app)
  • SMS notifications (sent to the guest’s mobile number)

In‑App Messages

Use an in‑app message to share pickup instructions, estimated wait times, or a quick thank‑you to your guests immediately after they place an order.

  • Messages appear on the Order Accepted screen
  • For longer messages, guests can tap Show more to read the full text

Examples:

  • "Please collect from the bar when you get an SMS"
  • "Your order will be brought to your table. Average wait time 15–20 minutes."
  • "For any changes, speak with our team at the counter.

How to set up an in‑app message

  1. In Manage, go to Orders → Notifications
  2. Select the ordering type you’d like to configure (e.g. Dine‑in, Pick‑up, Counter Pickup)
  3. Enter your Order Accepted message
    • Keep messages short and easy to read on a small screen
  4. Click Save

Personalise your message

You can personalise messages using placeholders that automatically insert guest and order details. 

Keep your message short and simple, so it’s easy to read on a small screen

Supported placeholders:

  • Name – [name]
  • Current date – [date]
  • Order ready time – [time]
  • Guest’s table number – [tablenumber]

⚠️ Placeholders are case and spelling sensitive. Make sure they are entered exactly as shown.

 

Dine In

  • In‑app: Order accepted

  • SMS: Order customer not found

This SMS is sent when staff are unable to locate the guest for delivery to the table. 

 

Pick-up

  • In‑app: Order accepted
  • SMS:

 

  1. Order being made – sent when staff tap Ready in from Live Orders

  2. Order ready – sent when staff tap Ready now from Live Orders. 

These messages keep guests informed throughout the preparation process.

Counter Pickup

  • In‑app: Order accepted

  • SMS:

    • Order being made - sent when staff tap Ready in from Live Orders
    • Food ready - sent when staff tap Food ready now
    • Drinks ready - sent when staff tap Drinks ready now

Counter pickup includes an advanced double ready SMS feature, allowing separate notifications when food and drinks are ready. To read more in details check out this article: Counter Pick up Ordering type. 

Delivery

  • In‑app: Order accepted

  • SMS: Expected delivery time

Guests receive an SMS with the estimated delivery time once the order is confirmed.

In‑Venue Delivery

  • In‑app: Order accepted
  • SMS:
    • Order customer not found
    • Expected delivery time

These messages help guests understand when their order will arrive or if staff are unable to locate them.

Customising Messages

All SMS and in‑app messages come with default text, but you can edit them at any time.

  • Customise wording to match your venue’s tone
  • Use placeholders to personalise messages
  • Changes apply immediately once saved

 

FAQs

Will guests still see that their order was accepted?
Yes. The Order Accepted screen confirms acceptance and displays your custom in‑app message.

Can we customise the message?
Yes. Use clear, concise wording. Avoid very long text to ensure readability on small screens.

Is there a character limit?
Yes. In-app messages: 140 characters SMS messages: 200 characters

 

Key Notes

  • You can ignore ordering types your venue does not use
  • Global SMS settings apply across all ordering types
  • Failed order SMS notifications help reduce guest confusion
  • Always double‑check placeholder spelling before saving