Omnichannel Order Automation

Intelligent Inbox grants users the ability to place orders on multiple channels. In this article, we'll cover channel-specific settings and questions related to each delivery method.

SMS and voicemail services are fulfilled by Twilio, and currently have the ability to support the following geographies:

The Pepper team will try to ensure your number has an area code in or near your place of business - please let your CSM or implementation specialist know if there is a specific area code you're desiring.

When calling in, operators are greeted with a standard voicemail message featuring your business name and prompting them to leave an order. Inbound phone numbers are captured and presented within the app.

Intelligent Inbox supports call forwarding. If you'd like to make your automated order number an extension of your corporate line, or a phone number they are already familiar with, simply forward inbound communications from that number to your Intelligent Inbox number and both the message and inbound phone number will be persisted within your app. Order confirmations likewise will be sent to the operator's phone number as well.

Voicemail and SMS use the same phone number for text and voice worklows.

Inbound texts can be as long as necessary, with preliminary testing supporting messages up to 10,000 characters in length. Typically, longer messages above 160 characters will natively be converted to MMS messages by the operator's service provider and transmitted as a single 'order' in the inbox.

If the operator's phone or service provider "chunks" the SMS into 160 character messages, the DSR can merge them using the merge icon on the Intelligent Inbox screen:

Orders will be sent to {disributor_name}@orders.usepepper.ai. Distributor names should be easy to remember and distinct to your business - work with your CSM on picking the name right for you!

Intelligent Inbox allows operators to merge different orders from multiple channels. For instance, if the back of the house manager typically calls her order into the DSR, but the front of the house specialist texts his orders in, DSR's can automate both orders and merge using the merge field. Try it - it's some DSR's favorite feature within the product sutie!