A quick reference for how order confirmation notifications work across every Order Agent channel.
When a customer places an order through Order Agent, they receive a confirmation notification through the same channel they used to place the order. This article breaks down exactly what to expect for each ordering method.
General Overview
Order confirmations are delivered via the same method the order was originally placed. If a customer emails an order, they get an email confirmation. If they text an order, they get a text confirmation.
Key takeaway: The confirmation always matches the ordering channel, with one exception for voicemail (see below).
Confirmations by Channel
Email Orders
When a customer places an order via email, the order confirmation email is sent to:
The original sender (the person who emailed the order)
Any admins on the operator account
This behavior is the same whether the order comes through the app or through Order Agent, Order Agent does not manage order confirmations separately from the standard Pepper confirmation flow.
Text (SMS) Orders
When a customer texts an order, they receive an SMS confirmation to the same phone number they texted from.
Voicemail Orders
Voicemail confirmations depend on the type of phone the customer called from:
Mobile phone: The customer receives an SMS confirmation
Landline: The customer receives an automated callback confirming the order
Note: Even if a voicemail customer has an email address linked to their account, they will not receive an email confirmation. The confirmation is always tied to the channel the order came through.
Sales Rep Text Orders
When a sales rep places an order on behalf of a customer via text, the customer does not receive a text confirmation. The order is attributed to the rep's workflow, not to the customer's direct ordering channel.
Auto-CC'd Orders into the Inbox
If your team auto-CCs orders into the Order Agent inbox, the confirmation email is sent to the original sender and any admins on the restaurant account, the same as any other email order. Order Agent does not change who receives the confirmation in this scenario.
Quick Reference
Ordering Channel | Confirmation Method | Who Receives It |
Original sender + restaurant admins | ||
Text (SMS) | SMS | The phone number that texted the order |
Voicemail (mobile) | SMS | The mobile number that left the voicemail |
Voicemail (landline) | Automated callback | The landline number that left the voicemail |
Sales rep text | None to customer | Rep only (customer does not receive a confirmation) |
Auto-CC'd email | Original sender + restaurant admins |
Questions? If you have additional questions about Order Agent notifications, reach out to your customer success representative.