Store Notifications

Store notifications are text (SMS) messages sent to store associates to inform them about updates in the fulfillment process that they may need to take action on, such as the cancellation of orders assigned to their location. This feature must be enabled at the site level before individual store associates opt in.

These should not be confused with event notifications, which are different packets of data sent to a JSON endpoint. 

How SMS Works

SMS messages are sent to store associates using MessageBird, which is managed completely by Kibo and does not require any client-side configuration or account credentials. 

Messages are only sent to a fulfiller user during their assigned location's hours of operation, as configured for the store in the location settings of the Order Admin UI. Any notifications triggered after-hours will be sent at the opening of the following day.

Standard Notification Topics

There are three standard message topics. Each template includes the relevant Store ID, a link to view the shipment details, and a link to the Fulfiller UI. These URLs are generated to be as short as possible to keep the entire message within 160 characters. A small degree of customization could be done such as to add a logo or additional information about the order/shipment.

  • Order Cancelled: When an order is cancelled, this is sent to each store that the order's shipments have been assigned to.
  • Item/Shipment Cancelled: Sent when a shipment or any quantity of an item is cancelled.
  • Fulfillment Location Assigned: Sent when a location is assigned to a shipment.

Standard Templates

Order Cancelled SMS Template:

Order Cancelled: 
Store {storeID} 
Go to {Order info url} for more information OR Manage Shipments at {fulfillerurl} Thank you!

Item/Shipment Cancelled SMS Template:

Item(s) Cancelled: 
Store {storeID} 
Go to {shipment(s) info url} for more information OR Manage Shipments at {fulfillerurl} Thank you!

Fulfillment Location Assigned SMS Template:

Shipment is assigned to store 
Store {storeID} {STH,BOPIS,TRANSFER} 
Go to {shipment info url} for more information OR Manage Shipments at {fulfillerurl}

Pickup Notifications

There are additional store notifications used specifically during the Buy Online Pickup In Store (BOPIS) order process. These notifications are triggered by the shopper from their own customer notifications, allowing the customer to notify the retailer when they are on their way to the store as well as notifying the retailer when they have arrived. Sharing this status information with the retailer helps store associates anticipate the customer's arrival and more quickly provide the items before the shopper is physically waiting at the counter inside the store.

For instance, the below email would be sent to a shopper when their order is ready for pickup, and it includes buttons for the shopper to indicate "I'm on my way" or "I'm already here." 

Example of an order confirmation email

After clicking the buttons from either source, store SMS notifications are sent to the retail location where the order is ready for pickup. If the customer has indicated that they are in transit, the notification will read "CUSTOMER is on their way to pick up Order ###" by default. If the customer has indicated that they have arrived, the notification will read "CUSTOMER is here to pick up Order ####."

These can only be triggered once, so store associates will not receive duplicate notifications for the same order even if the customer attempts to click the button multiple times.

Enable Pickup Notifications

These additional pickup notifications are disabled by default. To enable them:

  1. Go to the site settings at System > General Settings > SMS
  2. For consumer SMS messages, enable the Order Pickup Ready and Order Pickup Reminder topics listed under the Shopper Only section. 
    • The reminder notification can only be enabled if the initial ready notification is also active.
  3. For store associate messages, enable the Customer in Transit and Customer Arrived notifications under the Store section. 
    • This will allow the retail locations to receive updates about the customer's status, triggered by their button selections through their own email or SMS notification.

For more information about SMS settings and when each message is triggered, see the General Settings guide.

Opt Users in to SMS

After store notifications have been integrated for the tenant with Kibo Engineering and enabled per the above instructions, individual fulfiller users can be opted in or out in the Fulfiller UI.

  1. Go to Main > Fulfiller > Settings.
  2. Click the user you want to manage SMS for.
  3. Toggle Opt in to text notifications on or off.Close-up of example user information in the Fulfiller UI

Notifications are only sent during the open location hours of the user, as configured for the store in the location settings of the Order Admin UI. Any notifications triggered after-hours will be sent at the opening of the following day.

View SMS History

The SMS history of any store associate can be viewed in the user account information of the Fulfiller UI. 

  1. Go to Main > Fulfiller > Settings.
  2. Click the user you want to view the history of.
  3. Click View SMS History to see a list of messages with their dates and delivery status.Close-up of user details with a callout for the View SMS History button
  4. Use the Open toggle on the right of a message to expand its message body and view the actual contents of the message. Any errors in the send process are listed as “Failed” in the status column.SMS History Logs for a user with several example messages