SMS Order Notifications: Triggers and Templates

Summary

To assist clients with the implementation of SMS Order Notifications this document outlines:  

• The available trigger points where SMS notifications can be sent to customers, 
• The fields available for use in the construction of the SMS messages,
• Combinations of field values that will trigger an SMS notification, and
• Reporting available on SMS notifications sent. 

 

Contents

SMS Notification Trigger Points

SMS Template Fields

SMS Templates

Ready for Collection

Order Dispatched

Driver is Arriving 

Triggering an SMS Notification

Triggering Delivery Notifications

Reporting on SMS Notification Quantities

 

SMS Notification Trigger Points

The following table shows all SMS notification trigger points, and for what type of sale they are available.  Usually, only a small subset of the available trigger points would be used.

Order Status	POS Sale	Polygon Ordering   or App  (pick up sale)	Polygon Delivery   powered by DoorDash Drive	Polygon Delivery   powered by   Uber Direct
Order Successfully Placed   (delivery created)	No	No	Yes	No
Received at Store	No	Yes	Yes	No
Processed at Store	No	Yes	Yes	No
Ready for Collection	Yes	Yes	No	No
Collected	Yes	Yes	No	No
Order Dispatched  (driver picked up)	No	No	Yes	Yes
Driver is Arriving  (driver confirm consumer arrival)	No	No	Yes	Yes

For example, when an order is entered at the POS a single notification is recommended. 
    – Ready for Collection.   

For a pick up order placed by a Member either by online order or through an app, you could have two trigger points. 
    – Received at Store  
    – Ready for Collection. 

For an online order where delivery is requested, two trigger points are recommended. 
    – Order Dispatched  
    – Driver is Arriving. 

 

SMS Template Fields

This table details the fields available for use when constructing the sentences included in the SMS Notifications.

Field	POS Sale	Polygon Ordering   or App  (pick up sale)	Polygon Delivery   powered by DoorDash Drive	Polygon Delivery   powered by   Uber Direct
SaleType  (delivery, pick up, etc)	Yes	Yes	Yes	Yes
FirstName  (collected during POS sale)	Yes	No	No	No
Mobile  (collected during POS sale)	Yes	No	No	No
BrandID  (assigned by KMS)	Yes	Yes	No	No
PosSaleID  (unique receipt number)	Yes	Yes	Yes	Yes
PickupTime  (pickup time requested in web/app order)	No	Yes	No	No
OrderID  (web/app order number by provider)	No	Yes	Yes	Yes
CustomerName   (customer name from web/app order)	No	Yes	Yes	Yes
Phone   (customer phone from web/app order)	No	Yes	Yes	Yes
Email   (customer email from web/app order)	No	Yes	Yes	Yes
Address   (customer address from web/app order)	No	No	Yes	Yes
OrderNotes  (entered in web/app order)	No	Yes	Yes	Yes
DriverName  (driver name assigned to delivery)	No	No	Yes	No
DriverMobile  (driver mobile number)	No	No	Yes	No
LocationName (POS Location name as entered in Polygon POS Management)	No	Yes	No	No

 

SMS Templates

You will need to provide the template to be used for each SMS notification required.

Here are some examples.

Ready for Collection

Order Dispatched

Driver is Arriving 

 

Triggering an SMS Notification

Order status updates can be sent from POS via SMS for various combinations of the following fields: 

• Provider 
• Sale Type 
• Order Status
• Store ID 

Valid values for these fields are: 

Field	Option
Ordering Provider	Redcat (1) Deliveroo (2) POS (3) Uber (4) MenuLog (7)  Kiosk (9) GoogleOrder (10)  Mobi2Go (11) DoorDash  (12) TabSquare (14) Mr Yum (15)
Sale Type	Dine In (100) Take Away (101) Pickup (102) Delivery (103) Drive Thru (104) Table Order (105) Web Order (106)
Order Status	Received (1) Processed (2) Ready For Collection (3)  Collected (5)
StoreID	The number of the store ID in the Polygon POS Management database.

For example, perhaps SMS notifications are only required for sales with a native origin (ordering provider), only for pickup and takeaway orders (sale types), only when ready for collection (order status) and only from the North Lakes Flagship store (store ID).   

Please discuss with your Redcat Contact under what circumstances you want SMS notifications sent and therefore which combinations of fields are required.   

Triggering Delivery Notifications 

The above trigger combinations deal with notifications which originate from POS.   
Delivery notifications however are received by Redcat from the delivery provider and forwarded to the customer.  These are triggered according to the following table. 

Notification	Trigger
Order Successfully Placed   (delivery created)	Triggered when delivery assignment is accepted by a driver
Order Dispatched   (driver picked up)	Triggered when delivery driver advises that order has been collected from store
Driver is Arriving   (driver confirmed consumer arrival)	Triggered when delivery driver advises they are on approach to delivery address.

 

Reporting on SMS Notification Quantities

Two reports are available in Polygon Central to assist with the reconciliation of billing for SMS charges. 

To access these reports: 

• Log in to Polygon Central.
• Choose Reports | Data Reports.
• From the Select a report drop-down, choose either
  • SMS Delivery Receipts
  • SMS Delivery Receipts Totals  

SMS Delivery Receipts 
Will list the delivery receipt for each SMS notification sent, including the date and time of the receipt.  The report will also indicate the status of the SMS (delivered, invalid or expired). 

SMS Delivery Receipt Totals 
Will list each category of SMS receipt and provide the total number of each.  The report filters default to include reporting for the previous calendar month. 

Filtering the reports
Changes to the report fields and filters can be made using the Report Settings tool.  

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