Manage SMS Consent and Marketing Opt-In

I. Purpose

Allow restaurants to collect and manage customers’ consent to receive SMS messages.

Customers can choose whether to receive:

• Promotional text messages and offers
• Reservation updates and reminders, such as reservation confirmations, cancellations, and alerts

The consent status is synchronized across Back Office, POS, Loyalty, Online Ordering, QR Ordering, Booking Online, and e-Gift Card. This helps restaurants send messages only to customers who have opted in and comply with SMS marketing requirements.

II. Instruction Steps

1. Set Up SMS Consent in Back Office

1. Sign in to Back Office.
2. Go to Customer → Customer form.
3. Add the following checkbox to the customer information form:“I agree to receive promotional text messages and offers. Standard rates may apply.”
4. Set the checkbox status as needed:
   • Checked: The customer agrees to receive promotional SMS messages.
   • Unchecked: The customer does not agree to receive promotional SMS messages.
5. Click Save to apply the setting.

The default status of this checkbox is unchecked. The checkbox is also synchronized with the corresponding consent fields on POS and Loyalty.

2. Collect Marketing Consent During Online Ordering and QR Ordering

1. Go to Online Ordering or QR Ordering.
2. Open Customer information.
3. Add the following checkbox below the customer’s email address and phone number:“I agree to receive promotional text messages and offers. Standard rates may apply.”
4. Save the setting.

When the checkbox is enabled:

• Customers who select it are added to the list of customers who can receive promotional SMS messages.
• The consent status is synchronized with the customer information in Back Office, POS, and Loyalty.

When the checkbox is not selected:

• The customer is not included in the list of recipients for promotional SMS messages.
• The consent status remains synchronized across the supported systems.

3. Collect Consent on the e-Gift Card Page

1. Open the e-Gift Card settings.
2. Go to the customer or recipient information section.
3. Add the following checkbox:“I agree to receive promotional text messages and offers. Standard rates may apply.”
4. Click Save.

When the checkbox is selected, the customer can be included in promotional SMS campaigns. When it is not selected, the customer is excluded from the promotional SMS recipient list.

If the gift card recipient is an existing customer, the system uses the consent status saved in the customer profile. If the recipient is not an existing customer, the checkbox is unchecked by default and promotional SMS messages are not sent.

4. Configure Reservation SMS Consent

1. Go to Booking Online → Reservation information.
2. Add the following checkbox:“I agree to receive promotional text messages and offers. Standard rates may apply.”
3. If required, add the reservation notification consent option:“I agree to receive booking updates and reminders via text.”
4. Click Save.

The marketing consent checkbox controls whether the customer can receive promotional SMS messages.

The reservation notification checkbox controls whether the customer can receive reservation-related messages, including:

• Reservation confirmation
• Reservation cancellation
• Reservation alerts
• Reservation reminders

The reservation notification setting is independent of the promotional SMS consent setting.

5. Configure Consent on the Loyalty Page

1. Open the Loyalty registration or personal information page.
2. Add the following checkbox:“I agree to receive promotional text messages and offers. Standard rates may apply.”
3. Click Save changes.

The checkbox status is synchronized with the corresponding consent field in Back Office and POS.

Customers who select the checkbox can be included in promotional SMS campaigns. Customers who leave it unchecked are excluded from the recipient list.

6. Manage Marketing SMS Recipients

When creating a promotional SMS campaign:

1. Open the Promotion or Marketing feature.
2. Select Send code to customer via SMS.
3. Select only customers who have agreed to receive promotional text messages.
4. Send the promotional code or message.

Customers who have not selected the marketing consent checkbox are not included in the recipient list.

If no customers have opted in to receive promotional messages, the system does not send the campaign to any customer.

7. Collect Consent on the POS

a. Loyalty registration

1. On the POS, open the Loyalty registration screen.
2. Display the customer information form.
3. Allow the customer to select:“I agree to receive promotional text messages and offers. Standard rates may apply.”
4. Save the customer’s information.

The consent status is synchronized with Back Office and the Loyalty system.

b. Customer information form

1. On the POS, open Customer → Customer information.
2. Display the same marketing consent checkbox.
3. Allow the customer to select or clear the checkbox.
4. Save the customer information.

The customer’s latest consent status is applied to the customer profile and synchronized with the other supported channels.

c. Customer review screen

The marketing consent checkbox is not displayed on the customer review or reply screen. This screen is used only for collecting customer feedback.

8. Handle Booking Notifications at the POS

When a staff member creates a reservation for a customer from View cashier, the system continues to send reservation-related messages, such as confirmation and cancellation notifications, according to the configured reservation settings.

These operational reservation messages are separate from promotional SMS messages and are controlled by the customer’s reservation notification consent.

III. How Consent Works

• Checked: The customer has opted in and can receive the applicable SMS messages.
• Unchecked: The customer has not opted in and is excluded from promotional SMS campaigns.
• Existing customer: The system updates the customer’s existing consent status.
• New customer: The marketing consent checkbox is unchecked by default.
• Synchronized status: Consent changes are synchronized between Back Office, POS, and Loyalty.
• Reservation messages: Confirmation, cancellation, and reminder messages are managed separately from promotional messages.

IV. Important Notes

• The marketing consent checkbox is unchecked by default.
• Restaurants should send promotional SMS messages only to customers who have explicitly opted in.
• The checkbox label should clearly indicate that standard messaging rates may apply.
• Customers can update their consent status through the available customer information forms.
• If a customer withdraws consent, do not include the customer in future promotional SMS campaigns.
• Configure Twilio or another supported SMS provider before sending SMS messages.
• Reservation alerts, confirmations, cancellations, and reminders are separate from promotional marketing messages.