Chatting with customers

1. Open the order on the board.
2. Tap Messages. It shows the latest message, or Ask … about a swap or anything else before anyone has written.
3. Type in Message … and tap send.

On a tablet, the chat opens in place of the order beside the list; go back to see the order again.

You can message from the moment an order comes in until it’s delivered, courier trip included. Once it’s delivered or cancelled the chat stays readable but says Messaging is closed: this order is delivered. (or cancelled).

Your messages say Seen once the customer has read them. Messages from EOLA show with “EOLA” in front.

Talk like you would at the counter. Out of something? Ask what they’d like instead, before you cancel anything.

• Short and friendly: “Hi Maria, we’re out of the pork belly. Would chicken work, same price?”
• One question at a time, so a yes or no is enough.
• If you don’t hear back in a few minutes, make the call a regular would be happy with, and say what you did.

When a customer writes, the order’s card on the board shows a count of unread messages, and so does Messages on the order. Every device with alerts on also gets a quieter notification than a new order.

Opening the chat marks their messages read.

Your message shows on the customer’s order page right away. If they use the EOLA Today app, they get a notification. If a message is still unread a minute after you send it, we email it to them with a link back to the order.