The following templates are suitable for use with communicating with customers and staff in relation to changes in services, delivery options, staff shift changes, and general food & safety practices around Coronavirus.
Opt-outs:
As many of the customer-focused messages can be classed as marketing, we have added an Opt-out message to those messages. Opt-out messages can also be added by clicking on "Opt-out" in the message content field in the web portal once you have pasted the template content in to the message field.
1. Text-in ordering
In a time of heightened demand for takeaway food, a text-in ordering service provides your customers with a convenient, interactive method of ordering which does not require someone to man a phone-line. This is exceptionally useful if you are unable to maintain a full complement of staff and need to find ways to automate your business where possible.
This template is based on an automated response flow and is outlined in the templates below.
Field references:
- "firstname" - the first name of your recipient.
Variable fields:
- <organisation> - this is where you need to put the name of your business
- <Insert URL> - this is where you need to add the link to the location where recipients can view the information referenced in the message (e.g. your company website).
- <phone> - the dedicated inbound text number for your account
- <delivery window> - the time in which you anticipate delivery will be made (e.g. "in 45 to 60 minutes")
Additional Support:
- Read this article for instructions on creating a multi-part automated conversation in the Web Portal
Template (text-in ordering):
Dear #firstname# <organisation> is here for you and ready to deliver food to your door. To order, reply "ORDER" to this message or text "ORDER" to <phone> and follow the prompts. Reply Stop to opt out
Auto Response 1 (triggered by "ORDER" as a keyword in the inbound message)"
Thank you. View our menu here <insert URL> and reply to this message with "I WANT" followed by item numbers and quantities you wish to order, then your name, address, and any special delivery instructions. E.g. I WANT 2x 35. 1x 12. Reply Stop to opt out
Auto Response 2 (triggered by "WANT" as a keyword in the inbound message)"
Thank you for your order. Please pay the driver on delivery, expected within <delivery window> <insert business name> Reply Stop to opt out
2. Service changes
Purpose:
This template can be used to notify customers of changes to services. There are two templates - the first referring to a delivery-only service and ordering avenues (phone/website), and the second referring to a takeaway only service with ordering avenues and requirements for store pickups. Each includes a "No Cash" statement which can be removed if preferred.
These templates require you to add a URL (i.e. the web address) for a link to further information (e.g. a website). You may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)
Field references:
- "firstname" - the first name of your recipient.
- "date" - the date from which your services will change (this may vary by location). Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.
- "phone" - your business phone number (this may vary by location).
Variable fields:
- <organisation> - this is where you need to put the name of your business
- <Insert URL> - this is where you need to add the link to the location where recipients can view the information referenced in the message (e.g. your company website).
Template (delivery only service - traditional methods):
Dear #firstname# From #date#, <organisation> will become a delivery-only service. To order, call #phone_column_4# or visit <insert URL>. NO CASH - please pay by credit card when ordering. We can leave your order at your door - please specify on ordering. Thank you. Reply Stop to opt out
Template (takeaway service):
Dear #firstname# From #date#, <insert business name> will be a takeaway-only service. To order, call #phone# or visit <insert URL>. NO CASH - contactless payments only. Please do not visit our establishment if you are unwell - you can order for delivery at <insert URL> or by calling <#phone# Thank you. Reply Stop to opt out
3. Reduced Hours
Purpose:
This template can be used to notify customers of changes to opening hours in the event of a need to streamline overheads such as staff hours, or to minimise risk of exposure during peak foot-traffic times.
These templates require you to add a URL (i.e. the web address) for a link to further information (e.g. a website). You may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)
Field references:
- "firstname" - the first name of your recipient.
- "date" - the date from which your services will change (this may vary by location). Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.
- "phone" - your business phone number (this may vary by location).
- "service" - the service to which you are limiting your hours, e.g. Dinner, lunch, morning coffees etc. (this may vary by location).
- "hours" - the revised trading hours (this may vary by location).
Variable fields:
- <organisation> - this is where you need to put the name of your business
- <Insert URL> - this is where you need to add the link to the location where recipients can view the information referenced in the message (e.g. your company website).
Template:
Dear #firstname# From #date#, <organisation> will only be opening for #service# from #hours#. You can pre-order on #phone#. NO CASH - contactless payments only. For the safety of others, please do not visit our establishment if you are unwell. Thank you. Reply Stop to opt out
4. Staff communication - shift cancellation
Purpose:
This template can be used to notify staff of any changes/cancellations to shifts, and to provide a link to an additional information source such as a website.
These templates require you to add a URL (i.e. the web address) for a link to further information (e.g. an event website). You may need to use a URL shortener (i.e. the "short trackable links" feature) to limit the web address to 22 characters in order to keep your message clean and to get the most out of your character limit per message (160 standard characters per SMS)
Field references:
- "firstname" - the first name of your recipient.
- "shift_time" - the time of the shift in question. Please note - be careful when inputting times in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format (e.g. "2pm to 11pm")
- "shift_date" - the date of the shift in question. Please note - be careful when inputting dates in Excel, as sometimes the format will be converted to a number. In the attached template, the example given is written in a text format.
- You can also use this field for a set period (e.g. "Weekdays" or "Weekends")
- If the shift change affects all days, you can remove the date field altogether
Variable fields:
- <Insert URL> - this is where you need to add the link to the location where recipients can view the information referenced in the message (e.g. your company website).
Template:
Hi #firstname#. Regrettably all staff rostered on from #shift_time# on #shift_date# are no longer required. We sincerely apologise for the inconvenience and will provide updates as more information becomes available. For more information visit <insert URL> Thank you.