Communicating with customers
Sometimes you need to reach out to a customer about their order — maybe to confirm a substitution, let them know about a delay, or ask a question. Spatula lets you send messages directly from the order detail view.
Sending a message
Open the order in your dashboard or merchant app.
Find the messaging section in the order detail view.
Type your message and send it.
Messages are delivered via SMS to the customer's phone number.
Delay notifications
If an order is taking longer than expected, you can send a delay notification to let the customer know. This is better than leaving them wondering — proactive communication builds trust.
Customer notification templates
In Settings > Notifications, you can customise the message templates used for automatic notifications. These templates control the wording of messages sent when orders are confirmed, ready for pickup, out for delivery, and more.