SMS Workflow

All merchants can configure SMS workflow within Burq to automatically alert customers on different delivery lifecycle events.

As shown above, for each delivery lifecycle event, merchants can customize the content of SMS messages and choose whether to notify the store (pickup location) or customer (dropoff location).

Here are some examples of these might be beneficial for your business:

Create Delivery Notification: If you're creating a delivery for one of your stores, this notification ensures that the store is promptly informed of a new order that needs attention.

Pickup Completed Notification: Keep your customers in the loop! Once an order has been picked up by the driver, an SMS notification is sent to them, providing assurance that their order is on the way.

Delivered Notification: Enhance customer engagement! Upon successful delivery, a thoughtful SMS notification is sent to the customer, including a feedback URL to gather valuable responses.

To enable SMS Workflow, please contact your account manager. As required by our infrastructure provider, Burq may perform an audit to ensure compliance (see more details below) before enabling the feature for your account.

Regulatory Compliance

SMS is regulated communication channel in the United States. Burq's SMS infrastructure provider (Twilio) as well as U.S. carriers require all merchants who enable SMS Workflow to collect consent from their end users and allow revocation of consent. By enabling the SMS Workflow, merchants agree to follow Twilio's messaging policy and only provide Burq with customer phone numbers when consent has been collected from the end user. Merchants further agree that when a customer revokes the aforementioned consent, merchants must turn off SMS Workflow before sending further deliveries to the said customer.

Burq may perform periodic audit of the aforementioned consent, as required by Burq's infrastructure providers. By enabling SMS Workflow, merchants agree to submit evidence of end user consent to receive SMS notifications when requested by Burq, and be liable for any penalty assessed in the event of failure to meet Twilio's messaging policy.