We look to activate SMS during specific hours

[VBP-Laurie]

Hi!

We operated a performance hall. We have an open bar during the shows. We built a web platform to take orders from the public with a website built with squareup. It turns out that the SMS option is not active during the hours of our shows... between 6 and 10 p.m. Is it possible to activate this feature during our opening hours, so that our public will receive an SMS when their order at the bar is ready to be picked up?

Thank you for helping us

[BernadetteA]

Thanks for posting, @VBP-Laurie 👋

Can you post a link to your website so we can see the checkout flow? How are the orders placed between 6-10? I'm not familiar with the SMS feature only working during certain hours of the day, and will look into this further for you. 

Thanks in advance! 

P.S. Welcome to the Seller Community 🎉

[VBP-Laurie]

Hi Bernadette, 

This is the link to our website : https://www.etanchetasoif.com/ 

This website was made to make it easier for costumers to get drinks before the show. Stop waiting in line and enjoy their experience. Our shows start at 8h00 PM so the orders are mostly made between 18h and 22h. We want the costumers to receive an SMS when their order is ready, so they can come and pick it up. But that's not working in those hours. 

Since it is not working, we didn't made as much promotion as we will do, when it works. That's why we don't have that much orders online. 

If you culd do something for us that would be amazing! 

Thank you! 🙂 

[BernadetteA]

Thank you for this information. I see that all of your orders have been Pick-up as the fulfillment type. Order notification text messages should be going out for these types of orders. 

We did have a recent issue with SMS not being sent out, however, that should be resolved for these automatic order notifications text messages. 

It looks like your last order was in December (right around the time of the bug) so I think it would be a good idea to test a checkout order. You can create a 100% off order coupon to make a test order through the checkout page. Click on Items > Coupons to create the coupon I referred to. 

Please let me know how it goes! 😊

[VBP-Laurie]

Hi!

Thanks for your return.

I was aware of the issue with the SMS, because it's been a while that I'm emailing with the costumer service about my problem, and they never came back to me. This was way before December.

Since then I have tried to make "free orders" to test it out. I received the SMS during the day, but not in the evening, like I would like.

Do you think that it could be something in the set up of my website?

Thanks again!

[_Violet]

Hi @VBP-Laurie 👋 Violet here, stepping in for @BernadetteA while they're out of the office. 

I've read through your conversation here and I'm wondering if it's possible that these orders were marked as "ready" at the wrong time...🤔 Updating the status of the order is what dictates when the text updates are sent to customers, so the texts will go out in real-time as the order is updated. I suggest looking over this Support Article on managing your Online Orders so you can view the details of this feature. Additionally, you can enable Order Management on your Point of Sale if you haven't done so already by following the instructions listed here.

I hope this information is helpful but please do let us know if you have any additional questions 🙂

[VBP-Laurie]

Hi Violet!

In fact, the orders are updated as soon as they're ready. So I don't think that's the problem.

I tried it in the afternoon, did exactly the same thing and I received an SMS. There was a little delay but nothing too long. That's what makes me think that it is not the problem here.

Somebody at the customer service told me it was a question of hours, but it doesn't seems to have any function that I can just activate.

I'm a bit stuck 🙈

[frances_a]

Hello @VBP-Laurie 

Hmmm, sounds like you might want to reach out to our Support team directly. 

They'll be able to test the automation by placing a test order, as Bernadette wanted to do. 

You can reach out to Support here.

Let us know how that goes.