Alerting customers that their order is complete is now easier than ever, allowing brands to trigger order complete notifications through SMS directly from their Toast POS in-store. This guide will walk through how to set up Order Complete Notifications for brands on Toast POS.
Please note: This feature is only currently available for Toast POS clients.
Contents
SMS Cost by Type
| SMS Type | Cost (as of January 2025) |
| Marketing | $0.03 per message sent |
| Account Verification | $0.03 per message sent |
| Order Confirmed (Any POS) | $0.00 per message sent (FREE) |
| Order Complete (Toast & Tablet Only) | $0.00 per message sent (FREE) |
Set Up Twilio SMS Campaign
Before brands can begin using Order Complete notifications through Toast or any SMS services with Incentivio, the Incentivio team must set up the brand and campaign through Twilio, our SMS provider. It is recommended to set up the campaign as a Standard campaign to ensure messages are not queued due to a high volume of messages being sent.
Incentivio team - Please take a look at this guide for help in setting up a client on Twilio: 10 DLC SMS Registration Process
Enabling Order Complete SMS
** Only proceed to this section once the Twilio brand and campaign registrations have been completed and approved. Failing to complete the brand and campaign registrations will result in messages not being sent.
We recommend enabling this for one location first, ensuring notifications are being sent as expected, and then proceeding with the remaining locations.
Enabling in Incentivio:
- In the Incentivio Admin Portal, navigate to Administration > Client Configuration.
- Make sure that "SMS Order Confirmation" is checked off
- Check the box next to "Enable Text to Fulfill" and click Save.
- Navigate to Setup > Store Ordering Setup, and click Edit on the desired location.
- Under the Pickup section, scroll down to the Text to Fulfill (Toast) setting and check the box next to it. This will trigger an additional field, where the SMS content can be entered.
Please note: There is a 160-character limit for messages. - Under Extended Attributes, add the following key/value pair:
Key Value KDS_SPECIAL_INSTRUCTION true - Save these changes, then repeat steps 3 and 4 for each location where this should be enabled.
Enabling In Toast:
- From toasttab.com, navigate to Takeout & Delivery > Order Hub.
- Select Order Ready Guest Messaging:
- Toggle on Mark KDS-Fulfilled Orders as Order Ready.
Sending SMS from Toast POS
Please note: Order Complete notifications should only be used if the client is using KDS. This will not function appropriately if they are using kitchen chits/tickets to handle orders.
To send an Order Complete SMS notification from the Toast KDS, follow these simple steps:
- Find the relevant order on the Toast KDS screen.
- Double tap the ticket to fulfill it on the Expo/KDS.
- Once the order is marked as complete, an Order Complete SMS notification will be automatically sent to the customer, informing them that their order is ready.
Limitations
- Order completion SMS is only applicable for Pickup orders. This minimizes confusion for guests, as the SMS is triggered when the order is marked as complete on the KDS.
If the client uses third-party delivery, guests will receive SMS communications directly from the third-party delivery provider with status updates about their order. - Only users with a loyalty account can receive order completion notifications. They must also opt-in to receive transaction-related SMS. Orders placed with guest checkout will not receive order completion SMS.
- If the recipient has opted only to receive SMS from known contacts, this message will be filtered out and not delivered.
Troubleshooting
- You can use this Kibana query to determine whether the READY_FOR_PICKUP webhook was sent from Toast. Replace the ID in the search field with the restaurant's External ID.