Keep every conversation with the order it belongs to.
Each order has its own chat for the customer, the business, the driver, and an admin. The business and the driver can message the customer or each other, and an admin sees every message and chooses who hears a reply.
In-order chat
What you can do
One chat per order, for everyone involved
Each order that needs a driver has a chat that includes the customer, the business, the driver, and an admin.
Customers message the business or the driver
From the Messages inbox or an order's details, customers send a quick message, text, or an image to the business or to the assigned driver.
The business messages the customer or the driver
From the Business App or the Dashboard, store staff send a message to the customer or to the assigned driver about the order.
The driver messages the customer, the business, or an admin
From the Driver app, drivers send a message to the customer, the business, or an admin about the order.
Admins choose the audience, and see everything
From the Dashboard, an admin sends a message to everyone in the order's chat, or to just the driver, the customer, or the business, and always sees every message exchanged.
Order Logbook in the chat
Turn on Show Order Logbook in Chat so the order's history appears inside the conversation.
Messages in exported reports
Include order messages, and push notifications, in exported reports, with audience choices such as administrator, business manager, customer, and driver.
How it works
From setup to the next order.
- 01Anyone involved opens the chat
The customer, the business, or the driver opens the order's conversation from their app or the website.
- 02They message who they need to
The business and the driver can message the customer or each other; the customer messages the business or the driver.
- 03An admin reviews and can join in
From the Dashboard, an admin reviews the full conversation and can reply to everyone, or to just one participant.
Good to know
- There is no chat between drivers or between businesses; each order's chat includes only that order's customer, business, driver, and any admin who joins it.
- A finished order can keep its history visible while the composer that sends new messages turns off, and message delivery is not instant or guaranteed.
Related
See all featuresSee how it fits your operation.
Start a free trial, or walk through your setup with the Ordering.co team.
Product guide: Use Messages in the Dashboard