> ## 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. # Get started with Customer service > What to set up before you send your first message to a customer: access, an e-mail sender, an SMS account, templates and settings. Customer service sends nothing until it has somewhere to send from. Work through this list once. The first three steps are needed for e-mail, steps 4 and 5 for SMS, and the rest for both. **1. Ask Omnilinker to switch it on** Customer service is off until Omnilinker switches it on for your organization, and SMS is a separate switch. When it is on, the **Customer service** group appears in the menu. If you want to send text messages, ask for **SMS** too. See [Modules and feature availability](https://docs.omnilinker.pl/administration/features.md). **2. Give people the permissions** Give the people who will use it the permissions in [the table below](#permissions). Users with none of them see no **Customer service** group. See [Users and roles](https://docs.omnilinker.pl/administration/users-and-roles.md). **3. Set up an e-mail sender** Open **Customer service** > **Senders**. Either add an address on your shop's own domain and put a few DNS records at your domain's provider, or use the shared sender, which needs nothing. Nothing is e-mailed until a sender is **Verified**. See [Send from your own domain](https://docs.omnilinker.pl/customer-service/sender-domains). **4. Connect your SMSAPI account (for SMS)** Text messages go out through your own SMSAPI.pl account, and SMSAPI bills you for them directly. Under **Senders** > **SMS senders**, add a sender and connect your account with an access token. See [Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders). **5. Check the quiet hours and limits (for SMS)** No SMS goes out between 21:00 and 08:00 unless you change it, and your organization sends at most 500 SMS a day. Open **Administration** > **Settings** > **Customer service** > **General** to change them. See [Customer service settings](https://docs.omnilinker.pl/customer-service/settings). **6. Set your time zone** Quiet hours and the daily limits follow your organization's time zone, **Workspace** > **Time zone**. Until you set one, Omnilinker uses Polish time (Europe/Warsaw). See [Settings](https://docs.omnilinker.pl/administration/settings.md). **7. Fill in your shop details** Open **Administration** > **Settings** > **Customer service** > **Shop details** and enter the shop name that signs your messages, your pickup address and your opening hours. A ready-for-pickup message can't be sent without the last two. See [Customer service settings](https://docs.omnilinker.pl/customer-service/settings#shop-details). **8. Look at your templates** A message to a customer is filled in from a template. Omnilinker starts you with five: **Delay notice**, **Ready for pickup**, **Quote sent**, **Thank you** and **Review request**. The first two are what **Message buyer** and **Tell buyers about a delay** use. Open **Customer service** > **Templates** to read or change them. See [Templates](https://docs.omnilinker.pl/customer-service/templates). **9. Give pickup orders a Ready for pickup status** If customers collect orders in your shop, add an order status of the type **Ready for pickup**. It is how the automatic pickup message knows that an order is ready. Omnilinker doesn't create one for you. See [Order settings](https://docs.omnilinker.pl/sales/order-settings.md). **10. Send a first message to yourself** Create an order for a contact whose e-mail address and phone number are yours, open it and click **Message buyer**. Then open **Customer service** > **Sent messages** and check that it shows **Delivered**. See [Message a buyer from an order](https://docs.omnilinker.pl/customer-service/message-a-buyer). > [!WARNING] > > The ready-for-pickup text uses your pickup address and opening hours. Until you have filled them in under **Shop details**, > a ready-for-pickup message can't be sent from a template: the check says "Fill in: …". ## Permissions Customer service permissions are in the **Customer service** group of the role editor. | Permission | What it allows | | - | - | | **Send messages to customers** | **Message buyer** on an order, and **Send again** on a failed message. | | **Send one message to many orders** | **Tell buyers about a delay** on the Orders list. | | **See sent messages** | The **Sent messages** page. | | **Set up senders (e-mail domains and the SMS sender name)** | The **Senders** page: e-mail senders, SMS senders, connecting SMSAPI. | | **See connected channels** | The list of SMS senders on the **Senders** page. | | **Change customer service settings** | **Customer service** > **General** and **Shop details** in the settings. | | **See templates** | The **Templates** page, and the **Automatic messages** tab beside it. | | **Create and change templates and automatic messages** | Changing templates, and adding or switching automatic messages. | | **Record how a counter customer is told and their marketing consent** | The panel on a counter order. See [Keep a counter customer informed](https://docs.omnilinker.pl/customer-service/counter-orders). | Seeing the automatic messages on their page also needs **See automations** (and switching them **Create and change automations**), and Automations switched on for your organization. To move a promised date together with a delay notice you also need **Edit order**. To pick orders for a bulk message you need access to the Orders list. To create automations that send messages you need the automation permissions; see [Automations](https://docs.omnilinker.pl/automations/overview.md#permissions). ## Next steps > [card] [What Customer service does today](https://docs.omnilinker.pl/customer-service/overview) > > The whole picture, and what isn't available yet. > [card] [Consent and opting out](https://docs.omnilinker.pl/customer-service/consent-and-opting-out) > > Who may receive what, and how a customer opts out. 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