SMS Settings

General Feature Information

Feature Name:

SMS Settings

Feature Overview:

The SMS Settings feature in OTO allows businesses to send personalized and branded SMS messages for various purposes such as order confirmations, tracking, feedback, and more. This feature integrates with your SMS provider and links to Customizable Pages, creating a cohesive customer communication experience. By setting up SMS types and their corresponding customizable pages, businesses can enhance communication and provide actionable links to customers.

How to Use the Feature

Step-by-Step Instructions

Prerequisites:

1. Add an SMS Provider:
   Ensure you have connected an SMS provider in the Other Integrations section.

2. Create Customizable Pages:
   Configure pages for each SMS type in the Customizable Pages section to reflect your branding.

Steps to Configure SMS Settings:

1. Access SMS Settings:

   • Navigate to Settings > SMS in the sidebar.

2. Add New SMS Settings:

   • Click Add SMS Settings.

3. Complete the Fields:

   • SMS Type:
     Select the purpose of the SMS (see the complete list of available SMS types below).

   • SMS Providers:
     Choose the SMS provider from your connected options.

   • Brand (Optional):
     Select the brand under which the SMS will be sent.

   • Language:
     Specify the language of the SMS message.

   • Status:
     Toggle to activate or deactivate the SMS setting.

   • SMS Content:
     Enter the message text. Use dynamic fields by typing / to insert predefined attributes (e.g., client name, customer name, link, order number).

4. Save the Configuration:

   • Click Add to finalize and save your SMS setting.

Available SMS Types and Their Functions

1. Order Confirmation:
   Notifies customers when their orders are COD to confirm them and provides a link to view order details.

2. Tracking:
   Sends tracking information to customers for their deliveries.

3. Feedback:
   Requests feedback from customers after a delivery to improve service.

4. Undelivered Attempt:
   Alerts customers of failed delivery attempts and provides options to reschedule.

5. Return Request:
   Sends the customer a return link to fill in the orders info they need to return for approval or rejection.

6. Return Request Approval:
   Sends an update when a return request is approved.

7. Return Request Rejection:
   Notifies customers if their return request is rejected, providing necessary details.

8. Address Verification:
   Requests customers to confirm their address before dispatching their order.

9. Delivery Slot:
   Allows customers to select their preferred delivery time slot.

10. Reschedule SMS:
    Provides a link for customers to choose a new delivery slot.

11. Manual SMS:
    Sends one-time or custom SMS messages to customers for specific needs.

12. Delivery OTP:
    Sends a one-time password for secure delivery confirmation.

13. Click & Collect:
    Notifies customers when their orders are ready for collection from a specific location.

Configuration Details

Prerequisites Recap:

1. Add an SMS Provider:
   Connect an SMS provider in the Other Integrations section.

2. Set Up Customizable Pages:
   Configure templates for each SMS type in the Customizable Pages section. These pages ensure the SMS includes actionable links and branded content.

Example Use Case:

• Reschedule SMS:

  • Purpose: Notifies customers to reschedule delivery after a failed attempt.

  • Setup Details:

    • SMS Type: Reschedule SMS

    • SMS Provider: Unifonic

    • Language: English

    • Content: "We missed you! Reschedule your delivery here: {reschedule_link}"

  • Customizable Page: Includes a branded page for selecting new delivery slots.

Troubleshooting and FAQs

Common Issues and Solutions:

1. Issue: SMS is not being sent.

   • Solution: Verify the following:

     • SMS provider integration is active.

     • SMS settings are properly configured and enabled.

2. Issue: Unable to save SMS settings.

   • Solution: Ensure all required fields (e.g., SMS Type, Content, Provider) are filled.

FAQs:

• Q: Can I use multiple SMS providers?
  A: Yes, you can connect and configure multiple SMS providers for different types of SMS.

• Q: Can I send SMS in multiple languages?
  A: Yes, select the appropriate language when configuring each SMS type.

• Q: What happens if I don’t create a customizable page for an SMS type?
  A: The SMS will not include a link or branded page, reducing its effectiveness.