Pickup & Reminder Texting lets you text a customer directly from their contact record — for example, to let them know an order or appointment is ready — and automatically follow up on a schedule until they respond or you mark it as done. Any reply from the customer opens a normal, routed conversation with full transcript history, just like any other text conversation.

Prerequisites

• The SMS channel must already be active on your account. Pickup & Reminder Texting is an add-on on top of SMS, not a replacement for it.
• An admin needs to enable the Pickup & Reminder Texting add-on for your account.

Enabling the Add-On

1. Go to Integrations in the admin console.
2. Find Pickup Notifications and turn it on. If SMS isn't active yet, you'll be prompted to add it first.
3. Open the Pickup Notifications settings page to set your defaults: default reminder cadence, default maximum number of reminders, and a default message template agents can start from.

Sending a Notification

1. Open the customer's contact record.
2. Click Text Customer.
3. Type your message (for example, "Hi Sam, your glasses are ready for pickup!").
4. Optionally turn on Remind until picked up and choose how often to remind (for example, daily) and how many times to try before stopping.
5. Click Send.

The message goes out right away. If the customer replies at any point — even days later — it opens a real conversation that routes to your team like any other text, so nothing gets missed.

How the Reminder Chain Works

If you turned on reminders, Velaro automatically resends your message on the cadence you chose until one of these happens:

• The customer replies (the reminder chain stops automatically, and the reply opens a conversation).
• Someone on your team clicks Mark Picked Up on the contact record.
• The maximum number of reminders is reached.

You can edit the cadence, message, and reminder count for each individual chain when you send it, or rely on the account-level defaults from the settings page.

Marking Something Picked Up

Once a customer has picked up their order or the reminder is no longer needed, open their contact record and click Mark Picked Up. This stops any pending reminders immediately.

Opt-Outs and Quiet Hours

Pickup & Reminder Texting automatically honors STOP/HELP requests — if a customer texts STOP, they're removed from future messages and won't receive further reminders. Reminders also respect your account's configured quiet hours, so a scheduled reminder won't go out overnight; it waits until your normal sending window opens.

Notification History

Every message sent through Pickup & Reminder Texting — including reminders — is visible on the contact record, along with the status of any active reminder chain.