Message order participants
Each order has a group conversation with the customer, the business, the driver, and an administrator. From Business App, the business can send a message to the customer or to the driver. An administrator takes part in the conversation and can see every message exchanged in it. There is no conversation between businesses.
Before you start
- Open the conversation from Messages and confirm the business and order number. Do not use an old link or a conversation left open for another order.
- Treat participant names, message text, phone numbers, email addresses, images, signatures, and files as private customer and operational data.
Send a message
- Open the conversation from Messages for the order you intend to message.
- Write the message in the composer.
- Send it to the customer or to the driver.
If the result looks unexpected
| What you observe | What it means | What to do |
|---|---|---|
| An error appears after sending | The message did not send | Refresh the conversation once, then try sending again |
| The same message appears twice | A retry after an earlier error delivered the message twice | Do not resend it; no further action is needed |
| Participant indicators or order details changed | The open conversation may be stale or belong to a different order state | Return to Messages and reopen the correct order |
Attachments
- Treat any image, signature, or file in the conversation's attachment control with the same privacy care as message text. Do not select or prepare private customer, payment, identity, health, or other sensitive material for an order message.
- Sending documents or other attachments in order messages isn't covered by this guide.
Contact actions in message text
Recognized content can hand work to the device or another provider:
- Pressing a web address can ask the operating system to open it.
- Pressing an email address can ask an installed mail app to start a draft.
- Pressing a phone number opens a confirmation sheet with Call and Text.
- Pressing and holding message text opens Copy Text, which places that text on the device clipboard.
Before choosing one of these actions, verify the displayed destination and consider whether the message contains private data. The handoff leaves Business App. Device support, permissions, installed apps, provider acceptance, call or SMS connection, email delivery, browser safety, and clipboard retention are not guaranteed. If the external app does not open, return to Business App and use the project's approved contact process; do not repeatedly activate the link.
Availability and platform differences
- Sending controls depend on the order state, returned participant data, account scope, connectivity, and platform picker/provider availability.
- A finished order can disable the composer.
- Quick-message choices depend on the signed-in technical account level and configured translations; they are draft aids.
- Phone, tablet, iOS, and Android behavior may differ.