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Message buyer on the order card writes to the person who placed the order. It chooses the channel the buyer can be reached on, fills in a template from the order, shows the checks the message passes, and sends it. Nothing is sent until you click the send button. You need the Send messages to customers permission, Customer service switched on, and access to the order. The button isn’t shown without them. For where messages can go, see What Customer service does today.

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Send a message

1

Open Message buyer

Open the order and click Message buyer in the order’s header. Choose what the message is about:A panel opens, titled “Message … about order #…”, with the order’s source and delivery method under the title.
2

Check how to reach the buyer

Under How to reach … you see E-mail and SMS with the address or number, and a line saying why a channel is or isn’t available. Omnilinker picks the first channel that works: SMS first for a counter order, e-mail first for every other order. Pick the other one if you prefer. See When a channel is not available.Under the channel you picked, the line says where a reply goes: “Replies go to …” for an e-mail, and “Replies to an SMS are not received; STOP is honoured.” for an SMS. When you have more than one sender for that channel, a Send from list lets you choose which one sends this message. See Choose the sender.If the order is a counter order and the customer chose how to be told about it, a note says so (“The customer chose SMS for order updates.”). It doesn’t stop you. See The customer’s choice for the order.
3

Write the message

For a delay, pick the New shipping date. The text is filled in from a template, and the line above it says which one: “Template … · filled from the order”. If several templates have a text for the channel you can choose one under Template. Change the text freely: Back to the template puts the template’s text back.An e-mail also has a Subject. Under the text a counter shows the length. For SMS it counts messages: “1 SMS · 120 characters”.
4

Read the checks

Under the text a list of checks updates as you type. See The checks. A message with a problem can’t be sent; one with a warning is sent only after you tick I accept this for that warning.
5

See what happens, and send

What happens says whether the message continues an open conversation about the order (“This continues conversation CS-2051.”) or opens a new one (“A new conversation opens.”), and where the buyer’s reply will go. For a delay notice it can also offer to move the order’s promised date (see Move the promised date). Click the send button, for example Send delay notice by e-mail. The panel then says “Delay notice sent by e-mail at …”, or ”… queued … it goes at …” when an SMS waits for the end of quiet hours.
See in Sent messages opens the log; Write another message starts over. If the buyer can no longer be reached by that channel when you click send (it changed since the panel opened), the panel says “The message wasn’t sent” and nothing is sent.

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When a channel is not available

Each channel shows one line when it can’t be used. If no channel can be used at all, the panel says so and shows no message to write.

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The checks

An SMS of more than 10 parts is refused: shorten it, or replace the Polish letters.

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Move the promised date

When the message is a Delay and you have Edit order, What happens offers “The order’s promised date changes to …”. Tick it and the order’s promised delivery moves to the new shipping date after the message is accepted. The panel confirms: “The order’s promised date is now …”. The new date can’t be in the past or later than the year 2100. Without Edit order the option isn’t shown and the date stays as it was.

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Choose the sender

When the channel you picked has more than one sender that can send (an address on your own domain beside the shared sender, two SMS senders), a Send from list appears under it. It starts on the sender Omnilinker would use anyway. Pick another to send this one message from it; the “Sent from …” check and the reply address change with it. If the sender you picked can no longer send, the panel says “The sender you picked can’t send any more. Pick another one.” and nothing is sent. See Send from your own domain.

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The customer’s choice for the order

For an order entered at the counter, staff may have chosen how the customer is told about it: SMS, e-mail or not at all (see Keep a counter customer informed). Because you are writing one message yourself, the panel only shows a note and preselects the chosen channel: “The customer chose SMS for order updates.” or “Staff chose not to notify this customer. You are writing anyway.” You can still send. A bulk run and an automatic message follow the choice strictly and skip the order.

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After it is sent

The message is added to Sent messages, with who sent it and what happened. It opens a conversation about the order, or continues the open one, so later messages about the same order stay together. The panel says which: “Recorded in conversation CS-2051.” Customer service doesn’t receive replies yet. The buyer’s reply to an e-mail goes to the Replies go to address of the sender you sent from, and the panel says so: “When … replies to the e-mail, the reply goes to …”. A reply to an SMS is not received; only STOP is. See What happens to an e-mail you send.

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Troubleshooting

Customer service is off for your organization, or you lack Send messages to customers. See Get started.
The panel names the reason under the text: a value to fill in, a rule that refuses the message, a check that failed (click Check again), or a warning you haven’t ticked.