--- title: "SMS Text Messaging | SpotOn Order | SpotOn Restaurant POS (RPOS)" canonical: "https://help.spoton.com/space/SK/1493205054/SMS%20Text%20Messaging%20%7C%20SpotOn%20Order%20%7C%20SpotOn%20Restaurant%20POS%20(RPOS)" format: markdown --- ## **Overview** SpotOn Order SMS Text Messaging allows restaurants to communicate directly with guests through text messages. Merchants can send automated order confirmation messages, create custom SMS templates, and use Quick Responses to streamline communication with customers. > ℹ️ SMS messaging can be configured in the Back of House (BOH) and managed from the Front of House (FOH). --- **Quick Links** > Macro (toc) --- ## **Step-by-Step Instructions** **Enable SMS Text Messaging** Configure SMS Settings at the Location Level 1. From the BOH, select **Locations**. 2. Select the appropriate location. 3. In the **Settings** section, scroll to **SMS Enabled**. 4. Enable the **SMS Enabled** checkbox. 5. Enter or confirm the **SMS Display Name**. > ℹ️ **Note:** If the SMS Display Name is left blank, no restaurant name will appear in outgoing text messages. --- #### **Configure Order Confirmation Text Messages** 1. Return to the BOH main menu. 2. Select **Order Types**. 3. Select the desired order type. > ℹ️ **Note:** SMS messaging is supported for all SpotOn Order order types except DoorDash Drive and other third-party delivery integrations. 4. Enable **Send Order Confirmation Text Message to Customer**. 5. (Optional) Enter a custom message in the **Custom Order Confirmation Text Message Body** field. The following variables can be used within the custom message:
Click here to view the custom message body entries accepted: %LOCATION_NAME% -The SpotOn Order display name of the current location %ORDER_NUMBER% - The order ID number %ORDER_TIME% - The scheduled time of the order %ORDER_TOTAL% - The total cost of the order in dollars
If no custom message is entered, the default confirmation message will be: > ℹ️ "Thank you for your order at %LOCATION_NAME%. Order %ORDER_NUMBER% should be ready at %ORDER_TIME%." 6. Configure SMS Quick Responses if desired. - Up to three Quick Responses can be created per order type. 7. Select **Save**. > ⚠️ **Important:** For the restaurant name to display correctly, a Display Name must be configured under **Locations > DineLoyal / SpotOn Online Ordering Settings**. --- #### **Front of House (FOH) Workflow** **View and Manage SMS Notifications** 1. Once SMS messaging is enabled, a notification indicator will appear on the PIN Pad screen. > ❌ **Note:** The notification indicator cannot be selected from the PIN Pad screen. If unread messages exist, a badge count will display. 2. After logging in, a **Notifications (Bell)** icon will appear in the lower-right corner of the screen. 3. Select the **Bell** icon to open the Notifications window. **The Notifications window displays:** - Incoming and outgoing SMS conversations - Order-related communication - Customer names (when available) - Customer phone numbers - Most recent conversations first > ℹ️ **Additional Notes:** > ℹ️ > ℹ️ - SMS notifications are generated when an online order is placed and an automated message is sent, or when a customer sends a text message to the restaurant. > ℹ️ - Merchants cannot initiate a new unsolicited SMS conversation from the POS. > ℹ️ - Individual conversations can be manually deleted. > ℹ️ - Conversations automatically expire after 100 days. 4. Select a conversation thread to view details. The conversation thread displays: - SMS messages on the left - Associated orders on the right If multiple orders are linked to the same customer: - Select the desired order. - Select **Edit Order** to open the order in Order View. > ✅ **Note:** Opening a conversation automatically marks the notification as read. 5. When sending a response: - A sending animation appears beneath the message. - Once delivered, a timestamp is displayed. **If delivery fails:** --- ### **SMS Quick Response Setup (BOH)** SpotOn Restaurant POS supports up to three Quick Response messages per order type, allowing staff to quickly send common responses without manually typing messages. **Create SMS Quick Responses** 1. From the BOH, select **Locations**. 2. Select the appropriate location. 3. Verify that: - **SMS Enabled** is selected. - An SMS number is configured. 4. Return to the BOH main menu. 5. Select **Order Types**. 6. Select the desired order type from the left panel. 7. In the **Settings** section, select **View / Edit** next to **SMS Quick Responses**. 8. Select **Add New Quick Message**. 9. Enter the desired Quick Response text. 10. Select **Save**. 11. Repeat as needed for additional responses or order types. --- ### **SMS Quick Response Workflow (FOH)** 1. Start a new order. 2. Open the **Ticket Commands** menu. 3. Select **Customer Info**. 4. Search for an existing customer or create a new customer profile. 5. Attach the customer to the order. 6. Send the order. 7. Select the **Notifications (Bell)** icon. 8. Select the desired SMS conversation thread. 9. Select the active order from the customer's order list. The order details will display on the right side of the screen and available Quick Responses will display on the left. 10. Select the desired Quick Response. 11. Select **Send Message**. The Quick Response message will immediately be sent to the customer. --- ## **FAQs** **Are picture messages supported?** No. SMS messages containing images or multimedia attachments (MMS) are not supported and will not appear in the conversation thread. **Is there a character limit for SMS messages?** Yes. SMS messages are limited to 950 characters. **Can I block phone numbers?** Yes. Phone numbers can be blocked from the BOH. Navigate to: **Locations > Settings > Blocked Numbers** Add the phone number to the Blocked Numbers list and save your changes. **Are blocked messages retained?** Yes. Blocked incoming messages are retained in the database for up to one year. > **Note:** Blocked messages are not visible to merchants but can be retrieved internally if needed. **Can merchants start a new text conversation with a customer?** No. SMS conversations must be initiated through a SpotOn Order transaction or by a customer sending a text message to the restaurant. **How many Quick Responses can be configured?** Up to three Quick Responses can be configured per order type. **Why aren't SMS notifications being sent?** Verify the following: - **SMS Enabled** is turned on under **Locations**. - The customer is attached to the order and has a valid phone number. - The order type has **Send Order Confirmation Text Message to Customer** enabled. - The order is not a third-party delivery order (for example, DoorDash Drive). If the issue persists, refresh the POS station from **Show Commands > Refresh** or restart the FOH application. --- ## **Tips** - Verify that **SMS Enabled** is enabled under Location Settings. - Confirm that a valid SMS number is assigned to the location. - Ensure the customer is attached to the order before attempting to use Quick Responses. - Verify that the order type has SMS messaging enabled. - If the restaurant name is not appearing in messages, confirm a Display Name is configured under SpotOn Online Ordering Settings. - Failed message deliveries will display an alert icon instead of a timestamp. - SMS messaging is not supported for DoorDash Drive or other third-party delivery integrations. - If SMS notifications stop working after making BOH changes, refresh the POS station (**Show Commands > Refresh**) or restart the FOH application. - If a message fails to send, verify the customer has a valid phone number and is attached to the order before troubleshooting further. --- ## **Related Articles** - [QR Collaborative Ordering & Tab Share | SpotOn Order](https://help.spoton.com/space/SK/2797993987) - [QR Customer Reviews | SpotOn Order](https://help.spoton.com/space/SK/2597847063) - [QR Dine-In, Delivery, & Takeout | SpotOn Order | SpotOn Restaurant POS](https://help.spoton.com/space/SK/1916370973/QR+Dine-In,+Delivery,+&+Takeout+%7C+SpotOn+Order+%7C++SpotOn+Restaurant+POS+(RPOS))