Text Messages
Pickpad can text your customers automatically at key moments in the order journey — no code required. You set up scenarios: each one watches for a specific event and fires off a customized message when that event happens.
How It Works
- Go to Text Messages in the sidebar.
- Create a scenario: choose a trigger event, write your message template, and save.
- That's it — Pickpad sends the SMS automatically when the event occurs.
Create as many scenarios as you need, and run several at once.
Once you've got the basics down, check out Writing Messages for templates and helpers, and Delivery & History for send timing, custom receivers, and delivery tracking.
Trigger Events
Every scenario fires on one of four order events:
| Event | When it fires |
|---|---|
| Order distributed | An order has been assigned to a Pickpad device and is being prepared |
| Ready on pad | The order is placed on the Pickpad and ready for pickup |
| Order taken | The customer picks up the order (detected by weight change) |
| Order finished | The order is fully completed and the pad is cleared |
Choosing the right event
- Want to let the customer know their order is being prepared? Use Order distributed.
- Want to tell them to come collect it? Use Ready on pad — this is the most common use case.
- Want to send a thank-you or review request? Use Order taken or Order finished.
Delivery Type Targeting
You can limit a scenario to specific delivery types, so a message only fires for the kind of order you care about.
| Delivery type | What it covers |
|---|---|
| Pickup | Customer collects the order themselves |
| Delivery | Order is delivered to the customer |
| In-Store | Order is consumed on-site / at the counter |
When creating or editing a scenario, toggle on the delivery types it should apply to.
- Leave every delivery type unchecked, and the scenario applies to every order regardless of delivery type. This is the default.
- Toggle on one or more, and the scenario only fires for orders matching one of the selected types.
This lets you tailor messaging — for example, a "come collect your order" message for Pickup only, and a "your order is on its way" message for Delivery only, both triggered by the same event.
If you'd rather keep a single scenario and just adapt the wording per delivery type, use the delivery-type conditionals in your template instead.