> ## 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. # Message a buyer from an order > Send a delay notice, a ready-for-pickup notice or your own message to a buyer from the order card, by e-mail or SMS. **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](https://docs.omnilinker.pl/customer-service/overview#who-can-be-reached). ## 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: | Choice | For | | - | - | | **Delay** | A new shipping date, with an apology. | | **Ready for pickup** | The order is waiting in the shop. Only for orders whose delivery method is **Personal pickup**; for any other order the choice is greyed out and says why. | | **Something else** | A message you write yourself. | 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](#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](#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](#the-customers-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](#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](#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. ## When a channel is not available Each channel shows one line when it can't be used. | The line says | What to do | | - | - | | The order has no e-mail address. / The order has no phone number we can text. | Add it on the order. A landline can't receive an SMS. | | This is a marketplace's masked address, which Omnilinker doesn't write to. | Nothing: the buyer is reached through the marketplace. | | The buyer hasn't agreed to this kind of message. | A marketing message needs consent. See [Consent and opting out](https://docs.omnilinker.pl/customer-service/consent-and-opting-out). | | The buyer asked not to be contacted. | Respect it. **Do not contact** on the contact stops service messages too. | | This e-mail address is on the suppression list (it bounced, or the buyer unsubscribed). / This number is on the suppression list (the buyer replied STOP). | Reach the buyer another way. | | No e-mail sender is set up yet. / No SMS sender is set up yet. | Set one up under **Customer service** > **Senders**. | | SMS isn't switched on for your organisation. | Ask Omnilinker to switch on SMS. | | SMS isn't connected yet: connect your SMSAPI account on the Senders page. | See [Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders). | | Sending Allegro messages from Omnilinker comes with the Allegro desk. | Answer in Allegro. | | The rules for messages to buyers don't allow this here. | The marketplace's rules don't allow this message. The line often gives the rule, for example "Allegro buyers are reached through Allegro only: no e-mail and no SMS." | | Today's limit of … messages on this channel is used up. | Wait for tomorrow, or raise your SMS limit. See [Customer service settings](https://docs.omnilinker.pl/customer-service/settings#daily-limits). | | No template has a text for this channel. | Write your own text, or add the channel's text to a template. | | This order was erased: there's no one to write to. | The order was anonymized. | If no channel can be used at all, the panel says so and shows no message to write. ## The checks | Check | Meaning | | - | - | | **Checking the message…** | Omnilinker is judging the text. This takes a moment after each change. | | About the buyer's own order, so no marketing consent is needed. | A service message. Delay and pickup notices are service messages. | | Sent from the sender's address. | The e-mail address the message leaves from. | | It's quiet hours: this SMS goes out at the end of quiet hours. | An SMS is never sent at night. It waits and then goes. | | Sent as the sender name right away; SMS don't go out in the quiet hours. | The SMS goes now. | | Letters like ą cut an SMS to 70 characters. This is 2 SMS messages. | Special letters make each SMS shorter and the message dearer. | | No Polish letters, so one SMS holds 160 characters. | | | Fill in: … | The template needs a value this order doesn't have. Fill it in (for example the new shipping date) to send. | | The template can't be filled in. | Open it under Templates and fix it. | | A warning from the marketplace rules, with **I accept this**. | Tick it to send anyway. | | A refusal | The message breaks a rule and can't be sent. | An SMS of more than 10 parts is refused: shorten it, or replace the Polish letters. ## 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](https://docs.omnilinker.pl/sales/orders.md#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. ## 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](https://docs.omnilinker.pl/customer-service/sender-domains). ## 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](https://docs.omnilinker.pl/customer-service/counter-orders)). 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. ## 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](https://docs.omnilinker.pl/customer-service/email-delivery#where-replies-go). ## Troubleshooting > [accordion] Message buyer is missing > > Customer service is off for your organization, or you lack **Send messages to customers**. See > [Get started](https://docs.omnilinker.pl/customer-service/get-started). > [accordion] Send stays off > > 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. > [accordion] The message shows Failed, Skipped or Unknown in Sent messages > > See [Sent messages](https://docs.omnilinker.pl/customer-service/sent-messages). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.