> ## Documentation Index
> Fetch the complete documentation index at: https://docs.omnilinker.pl/llms.txt
> Use this file to discover all available pages before exploring further.

# Automatic messages

> Let an automation e-mail or text the buyer when an order arrives, is ready for pickup or is late, and see what each run did.

An automatic message is an [automation](https://docs.omnilinker.pl/automations/overview.md) with a step that writes to the order's buyer. Customer service
adds two steps to Automations and four ready-made goals. The message goes through the same checks as one you send by hand:
the buyer's consent, opt-outs and suppression, quiet hours for SMS, and your daily limits.

You need the permissions to create and change automations; see [Automations](https://docs.omnilinker.pl/automations/overview.md#permissions). The steps
are available only while Customer service is switched on for your organization, and **Text the buyer** also needs SMS.
To see and switch your automatic messages on one page, use [the Automatic messages page](#the-automatic-messages-page).

## The two steps

In the editor, under **Then**, add:

| Step | What it does |
| - | - |
| **E-mail the buyer** | Writes to the order's buyer by e-mail from one of your templates. |
| **Text the buyer** | Sends the order's buyer an SMS from one of your templates. Quiet hours delay it. |

Each step has two fields:

* **Template.** Any template that has a text for the channel and a purpose. The list shows templates by name.
* **Send from.** The e-mail sender or SMS sender to use. Optional: leave it empty to use your organization's sender.

The step works only on an order's buyer. In the preview ("What it would do") it reads "Would e-mail the buyer "Delay notice"
from sklep@…". See [Create and edit automations](https://docs.omnilinker.pl/automations/create-and-edit.md).

## The four goals

When you start a new automation you can pick a goal. Customer service adds these:

| Goal | When | If | Then |
| - | - | - | - |
| **Thank the buyer** | An order arrives | It is not an Allegro order | E-mail the buyer a thank-you |
| **Ask for a review** | A parcel has been delivered for 5 days | It is not an Allegro order | E-mail the buyer asking how it went |
| **Tell the buyer their order is ready for pickup** | An order's status is set | It is now ready for pickup, and not an Allegro order | Text the buyer that it is waiting for them |
| **Tell the buyer their order is late** | An order is not shipped by its promised date | It is not an Allegro order | E-mail the buyer a delay notice |

A goal leaves the template to you: choose it in the editor. Omnilinker starts you with a template for each goal (**Delay
notice**, **Ready for pickup**, **Thank you** and **Review request**), so all four work at once. The message is written in
your organization's default language when the template has a text in it, and in Polish when it doesn't. See
[Templates](https://docs.omnilinker.pl/customer-service/templates).

* **Thank the buyer** and **Ask for a review** are e-mails that carry an unsubscribe link. A buyer who clicks it gets no
  more e-mail from you at that address, order updates included. See
  [Consent and opting out](https://docs.omnilinker.pl/customer-service/consent-and-opting-out#unsubscribe-links). If this server can't issue the link,
  the e-mail isn't sent.
* **Ready for pickup** needs an order status of the type **Ready for pickup** (see [Order settings](https://docs.omnilinker.pl/sales/order-settings.md)).
  The rule fires when an order gets such a status. It needs your pickup address and opening hours too: see
  [Customer service settings](https://docs.omnilinker.pl/customer-service/settings#shop-details).
* **Late** fires one day after the promised delivery date, while the order isn't sent, delivered, cancelled or returned.
  See [Promised delivery](https://docs.omnilinker.pl/sales/orders.md#promised-delivery). A new late-order rule covers orders that become late from now
  on; it doesn't write to the buyers of orders that are late already. Tell those buyers with
  [Tell buyers about a delay](https://docs.omnilinker.pl/customer-service/delay-notices).
* **Ask for a review** is a marketing message. It is sent only to a buyer who gave marketing consent, and only after you
  tick **Rules may ask buyers for reviews** in [Customer service settings](https://docs.omnilinker.pl/customer-service/settings#review-requests).

## What a rule never sends

* **To Allegro orders.** Allegro doesn't allow sellers to start these messages, so the goals add the condition "it is not an
  Allegro order", and the step skips an Allegro order whatever the rule says.
* **To a buyer who can't be reached.** The step is skipped, with the reason, when the buyer has no address on the channel,
  has not agreed to marketing messages (for a marketing purpose), asked not to be contacted, is on the suppression list,
  or the address is a marketplace's masked address.
* **Against the customer's choice for the order.** Ready for pickup and late-order messages are updates about the order.
  When the customer chose SMS or e-mail for updates at the counter, an update on the other channel is skipped, and when
  staff chose not to notify the customer, none is sent. See [Keep a counter customer informed](https://docs.omnilinker.pl/customer-service/counter-orders).
  A thank-you and a review request are not updates and ignore that choice.
* **A message that needs a person.** If the message carries a warning that someone must accept, a rule can't send it.

## What a run shows

Open the automation's run (see [Runs and activity](https://docs.omnilinker.pl/automations/runs-and-activity.md)). The step says one of:

| The run says | Meaning |
| - | - |
| Queued the e-mail "…" to the buyer from … | The message was accepted and is on its way. Follow it in **Sent messages**. |
| Queued the SMS "…" to the buyer from … | The same for SMS. An SMS in quiet hours goes out later. |
| Nothing was sent: the buyer has no address on this channel. / has not agreed to marketing messages. / asked not to be contacted. / the buyer's address is on the suppression list (a bounce, a complaint or an unsubscribe). | A skipped step: nothing to fix on the rule. |
| Nothing was sent: the customer chose SMS for updates. / chose e-mail for updates. / staff chose not to notify this customer. | A skipped step: the customer's choice for this order. |
| The buyer's address is a marketplace relay address, where the marketplace's rules apply, so nothing was sent. | A skipped step: the buyer is reached through the marketplace. |
| Nothing was sent: the order has no value for …, which "…" needs. | The order lacks a value the template uses. Set it, or use another template. |
| The template "…" has no e-mail text. / no SMS text. Add one, or pick another template. | The step failed. Edit the template or the rule. |
| The rule's template no longer exists. Pick another one. | The step failed because the template was deleted. |
| No e-mail sender is set up for your organisation. / No SMS sender is set up for your organisation. | Set a sender up under **Senders**. |
| SMS is not switched on for your organisation. / Customer service is not switched on for your organisation. | Ask Omnilinker. |
| Review requests are off until you confirm, in Customer service settings, that you have a legal basis for them. | Tick the setting, or leave the rule off. |
| The message needs a person to confirm a warning first, so a rule cannot send it. | Send that kind of message by hand. |

If a step is tried again, it finds the message it already made and doesn't send a second one.

## The Automatic messages page

Open **Customer service** > **Templates** and click the **Automatic messages** tab, or go to
`/messaging/automatic-messages`. The page is a tab beside **Templates** and **Senders**, not a menu item of its own.

You need the **See templates** permission to open it. To see the rules you also need **See automations**, and to switch them
or add one **Create and change automations** and **Create and change templates and automatic messages**. The page says what
you are missing instead of hiding the cause. It shows no rules while Automations aren't switched on for your organization:
"Automations are not switched on for your organisation, so there are no automatic messages."

Each automatic message is an automation rule, shown as a sentence: "When an order is ready for pickup, send "Ready for
pickup" by SMS, only for orders not from Allegro." Next to it you see:

* Whether it is **On**, **Off**, **Paused**, or **Trying (sends nothing)**.
* How many times it ran in the last 7 days, and how many runs are failing ("Ran 12 times in the last 7 days").
* A note when a template it uses is gone or has no text for its channel, when your shop details lack a value it needs
  ("Not sent yet. Your shop details lack: …" with a link to **Fill in shop details**), and, for thank-you and review
  e-mails, that they carry an unsubscribe link.
* **Edit in Automations**, which opens the rule in the editor.

The switch turns the rule on or off, the same as on the Automations page. A rule that has only been trying asks you to
confirm before it starts sending to buyers.

Below the rules, the page offers two ready-made messages to add: **Add: order ready for pickup** (by SMS, by e-mail or
both, from a template that has a text for each) and **Add: late order** (a delay notice by e-mail). Pick a template and the
channels and click **Add**. The rule is added **switched off**, so you can check the template and your shop details before
you turn it on. A channel is offered only when it is set up (SMS also needs the SMS feature and a connected SMS sender, e-mail a
verified sender); otherwise the page says why and links to **Senders**. If you already have such a message, the page warns
that another sends each message twice and asks you to confirm.

A block, **Not offered for Allegro orders**, explains that Allegro doesn't allow sellers to start these messages (a
thank-you, a request for a review, an invoice, tracking), so Omnilinker never sends them to Allegro buyers, by hand or by a
rule.

Replies: the page's introduction says it plainly. A customer's reply to an e-mail goes to the sender's reply address;
a reply to an SMS isn't received, but STOP is honoured.


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