> ## 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. # What Customer service does today > What you can send to your customers from Omnilinker today, who can be reached, which rules and limits apply, and what is not available yet. Customer service is how Omnilinker writes to the people behind your orders. Today it sends **service messages** about an order, by e-mail and SMS: a delay notice, "your order is ready for pickup", or a short note of your own. A service message is about the customer's own order, so it needs no marketing consent. Every message is checked against the customer's choices and the channel's rules before it leaves, and **Sent messages** shows what happened to each one. You can send a message in three ways: * **One order.** Open the order and click **Message buyer**. See [Message a buyer from an order](https://docs.omnilinker.pl/customer-service/message-a-buyer). * **Many orders.** Tick orders on the Orders list and click **Tell buyers about a delay**. See [Tell buyers about a delay](https://docs.omnilinker.pl/customer-service/delay-notices). * **Automatically.** An [automation](https://docs.omnilinker.pl/automations/overview.md) sends an e-mail or an SMS when something happens to an order. See [Automatic messages](https://docs.omnilinker.pl/customer-service/automatic-messages). Customer service is switched on by Omnilinker for your organization, and SMS is a separate switch. Until then the menu has no **Customer service** group. See [Get started](https://docs.omnilinker.pl/customer-service/get-started) for what to set up first, and [Modules and feature availability](https://docs.omnilinker.pl/administration/features.md) for how features work. ## What is in the menu The **Customer service** group sits between **Sales** and **Inventory**. It shows only the pages you have permission for. | Page | What it is for | Permission | | - | - | - | | **Sent messages** | Every message Omnilinker sent or tried to send, and what happened to it. See [Sent messages](https://docs.omnilinker.pl/customer-service/sent-messages). | **See sent messages** | | **Templates** | The texts your messages are filled in from, and, on the **Automatic messages** tab beside them, the messages Omnilinker sends by itself. See [Templates](https://docs.omnilinker.pl/customer-service/templates) and [Automatic messages](https://docs.omnilinker.pl/customer-service/automatic-messages). | **See templates** | | **Senders** | Who your e-mails and text messages come from. See [Send from your own domain](https://docs.omnilinker.pl/customer-service/sender-domains) and [Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders). | **Set up senders (e-mail domains and the SMS sender name)** | Your settings, including the shop name, pickup address and opening hours your messages carry, are under **Administration** > **Settings** > **Customer service**. See [Customer service settings](https://docs.omnilinker.pl/customer-service/settings). ## Who can be reached How a customer can be reached depends on where the order came from. | Order from | By e-mail and SMS from Omnilinker | | - | - | | Your online shop, the counter, a B2B customer | Yes. This is what Customer service is for. | | Allegro | No. Allegro buyers are reached through Allegro only. The option reads "Sending Allegro messages from Omnilinker comes with the Allegro desk." | | OLX | No. OLX buyers are reached through OLX only. | | Another marketplace | A delay notice is allowed, with a warning: Omnilinker doesn't know that marketplace's rules, so you confirm the message is allowed before it goes. Other kinds of message are refused. | A customer is also not reached when: * the order has no e-mail address or no phone number we can text (a landline can't receive an SMS); * the address is a marketplace's masked address, which Omnilinker doesn't write to; * the customer asked not to be contacted, replied STOP to an SMS, used the unsubscribe link of a thank-you or review request, or the e-mail address bounced or was reported as spam (you can [allow messages again](https://docs.omnilinker.pl/customer-service/consent-and-opting-out#allow-messages-again) from the contact); * the order is a counter order whose customer chose another channel for updates, or chose not to be notified (a bulk run and an automatic message follow that; a message you write by hand from the order only shows a note); * the order was anonymized. The reason is shown next to each channel when you write the message, and in **Sent messages** afterwards. See [Consent and opting out](https://docs.omnilinker.pl/customer-service/consent-and-opting-out). ## Limits at a glance | Limit | Value | | - | - | | E-mails per day for your organization | 2,000 by default. Omnilinker sets it. | | SMS per day for your organization | 500 by default, from 1 to 100,000. You set it. | | SMS quiet hours | No SMS from 21:00 until 08:00 by default. An SMS due then waits until the end of quiet hours. | | Length of one SMS | 160 characters, or 70 if the text has letters such as ą or ę. A text of more than 10 SMS is refused. | | Orders in one bulk message | Up to 1,000. Up to 50 are sent while you wait; more run in the background. | Details are in [Customer service settings](https://docs.omnilinker.pl/customer-service/settings) and [Text messages (SMS)](https://docs.omnilinker.pl/customer-service/sms-senders). ## What is not in Customer service yet * **The Allegro and OLX inbox.** Reading and answering buyers' messages, post-purchase issues and claims from Omnilinker comes with the Allegro desk. The menu has no **Inbox**, **Complaints** or **Reports** yet. * **Inbound e-mail.** Omnilinker sends e-mails but doesn't receive them. A customer's reply goes to your own mailbox: the **Replies go to** address of the sender you sent from, or the sender address when you left it empty. It never arrives in Customer service. See [What happens to an e-mail you send](https://docs.omnilinker.pl/customer-service/email-delivery#where-replies-go). * **Replies by SMS.** SMS is one-way. Omnilinker reads a customer's reply only to find out whether it is a STOP; any other reply is not received. * **Marketing campaigns.** Customer service sends one-to-one and service messages. It has no tool for newsletters or mass mailings. ## Next steps > [card] [Get started](https://docs.omnilinker.pl/customer-service/get-started) > > What to set up before your first message. > [card] [Message a buyer from an order](https://docs.omnilinker.pl/customer-service/message-a-buyer) > > A delay notice, a pickup notice or your own message. > [card] [Sent messages](https://docs.omnilinker.pl/customer-service/sent-messages) > > See what went out and fix what didn't. > [card] [Consent and opting out](https://docs.omnilinker.pl/customer-service/consent-and-opting-out) > > Who may receive what. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.