A confirmation SMS after a phone order sounds simple. Doing it honestly means sending it only when the authoritative state actually flips to confirmed — not when the agent hangs up.
Fire It sends optional SMS confirmations to the caller after a phone order, but only when the order's authoritative state transitions to confirmed — either by internal-queue acknowledgment or a certified POS ack. The system will not send a confirmation for a captured-but-unconfirmed order.
SMS confirmations are trust artifacts. If a customer receives a text saying "Order confirmed — ready at 7:15" and the ticket is actually still pending in a queue nobody has looked at, you've traded a message for a chargeback risk. Fire It refuses to send that message until the state supports it.
You configure the template. Fire It fills in the fields. We don't insert marketing content into a transactional confirmation unless you opt in per message class.
Transactional SMS to callers has to respect the same consent and identification rules any customer-facing text does. Fire It offers a call-time consent capture and per-region template variants. This is not legal advice; use your own qualified counsel to review your notice language.
The copy in a confirmation SMS matters, but the timing matters more. A confirmation sent before the ticket is authoritatively confirmed creates the worst kind of trust artifact: a caller with a screenshot of 'order confirmed' and a kitchen with no record of the order. Fire It refuses to send until the state supports the message. That refusal is not a feature toggle — it's a design invariant baked into the state machine so the SMS worker literally can't fire before the confirmed event arrives.
Fire It's template supports the fields you'd expect and blocks the fields that would create risk. You can insert the order ID, pickup window, total, and callback number. You cannot insert marketing copy in a transactional message unless you enable the separate marketing-SMS class and capture explicit consent for it. That separation exists because commingling marketing into transactional messaging is the fastest way to turn a helpful confirmation into a spam complaint — and to burn your sender reputation across every subsequent transactional message.
Consent for a post-call confirmation SMS is captured verbally during the call and logged with a timestamp. The caller hears an explicit prompt, answers yes or no, and the choice is stored alongside the ticket. That gives you an audit trail your compliance counsel can point to if a challenge ever surfaces. As always, the specifics of consent language and record retention are jurisdictional; Fire It gives you the mechanism, and your counsel gives you the words.
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