Communications

Communications covers the channels your marketplace uses to reach customers: email, SMS, and push notifications. Each channel runs on a provider integration configured for your platform — transactional messages (order updates, login codes) and marketing messages (campaigns, voucher offers) both flow through them, with marketing respecting per-customer channel consent automatically.

The three channels

Channel	Providers	Typical use
Email	SendGrid, or your own SMTP server	Receipts, order updates, marketing campaigns
SMS	Twilio or Telnyx	Order updates, OTP login codes, short marketing messages
Push notifications	OneSignal	Instant order updates in your branded customer app

Provider accounts are typically set up together with the SuperApp platform team during onboarding — credentials live at Dashboard → Settings → Integration → Essential (/configuration/integrations/basic-integration) and rarely need touching afterwards unless you change providers or plans.

When messages go out

Order notifications

Customers are notified automatically at order events — placed, accepted, ready, delivered, cancelled, and edited — keeping them informed across every merchant on the marketplace without anyone making a phone call. See the Order Lifecycle for what each stage means to the customer.

Phone-number sign-in to your customer app sends a one-time code by SMS. This is operational, not marketing — it sends regardless of consent because the customer requested it.

SMS provider health directly gates whether new customers can sign up at all: if OTP delivery breaks, registration breaks with it, silently. Treat an OTP test as part of any provider change, and take “I never got my code” reports seriously — they’re rarely one-offs.

Marketing

Marketing Campaigns and Voucher Campaigns reuse the same channels — but only reach customers who have consented on that specific channel. Consent is collected in the customer app and at the In-Store Tablet’s opt-in banner; the platform filters automatically, so you never hand-prune lists.

Message templates

The wording of customer-facing notifications is managed at Dashboard → Settings → Notification → Global Notification. Review it during launch so messages carry your marketplace’s voice rather than placeholder text, and revisit it when you enable features that introduce new notifications.

Contact form submissions

Messages from your customer-facing contact form arrive at Settings → Notification → Contact Submissions. Fold checking it into your support routine — for a marketplace this is often where merchants-to-be and frustrated customers alike first reach out.

Operating communications at marketplace scale

Watch costs by channel. SMS is priced per message by your provider; large campaigns to big customer bases add up. Email is cheap; push is effectively free — prefer push + email for broad campaigns and save SMS for high-value, time-sensitive messages.
Mind sending reputation. Marketing email/SMS that customers didn’t want gets marked as spam, which hurts deliverability of your transactional messages too. The built-in consent gating protects you — don’t look for ways around it.
One platform, many merchants. Notifications are platform-level: customers hear from your marketplace brand, not from each merchant separately, which keeps the experience coherent as you add outlets.

Launch checklist for communications

Email, SMS, and push providers configured at Dashboard → Settings → Integration → Essential (usually done with the platform team during onboarding)
Templates reviewed at Dashboard → Settings → Notification → Global Notification — no placeholder text, brand voice intact
Test order placed with your own contact details; every notification received on the expected channel
OTP sign-in tested with a real phone number — this gates new-customer registration
A small consented test segment used for the first marketing send before any full-list campaign
Someone owns checking Contact Submissions on a regular cadence

Troubleshooting

Symptom	Try this
No SMS / email arriving at all	Provider integration issue — verify with your SuperApp account manager that the Essential integration credentials are valid and the provider account is in good standing
Push notifications not arriving	The customer needs the app installed with notifications allowed at the device level; reinstalling re-prompts
Marketing message skipped a customer	Check their consent on that channel — unconsented customers are excluded by design
Wrong or off-brand notification text	Edit it at Dashboard → Settings → Notification → Global Notification
OTP codes slow to arrive	Delivery speed depends on the SMS provider and destination network; persistent delays warrant a support ticket

When in doubt, reproduce before escalating: place an order or trigger the message yourself, note the channel and timing, and attach that to any support request — it cuts diagnosis time dramatically.