Messaging interface for managing order changes
In a delivery service, a picker retrieves items specified in an order by a customer. If a picker encounters an issue with an item in the order, the picker may select, via a user interface, the item and an associated template message, which requests input from the customer regarding a course of action for the item, to send to the customer. The customer may select, via another user interface, a template message describing a course of action for the item. In response to receiving one of a subset of template messages, the online concierge system displays via the user interface, a set of replacement options to the customer, who may select one of the replacement options to be sent to the picker with the template message.
1. A non-transitory computer-readable storage medium storing instructions configured to, in response to execution by a processor, cause the processor to:
transmit an order to a client device, the order including a plurality of items;
receive a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface;
display, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item;
receive a selection of one of the template messages in the set;
receive, via the chat interface, one or more edits to the selected template message;
in response to receiving one of a subset of the set of template messages as the selection:
display, via the chat interface, a set of replacement options for the item,
receive a selection of one of the replacement options, and
insert the selected replacement option to the received template message; and
transmit the received template message to the client device, the template message including the selected replacement option and the one or more edits.
2. The non-transitory computer-readable storage medium of claim 1 , wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application.
3. The non-transitory computer-readable storage medium of claim 1 , wherein the set of replacement options are displayed in a slider via the chat interface.
4. The non-transitory computer-readable storage medium of claim 1 , wherein the set of replacement options are displayed in a scrollable list via the chat interface.
5. The non-transitory computer-readable storage medium of claim 1 , wherein at least one of the set of template messages indicates to remove the item from the order.
6. The non-transitory computer-readable storage medium of claim 1 , wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option.
7. The non-transitory computer-readable storage medium of claim 1 , wherein the template message indicates instructions to refund the item.
8. The non-transitory computer-readable storage medium of claim 1 , wherein the selected replacement option is specified using user input via the chat interface.
9. The non-transitory computer-readable storage medium of claim 1 , wherein the set of replacement options are determined by instructions causing the processor to:
retrieve user data describing previous orders and previously selected replacement options; and
create a set of replacement options ranked based on the user data.
10. The non-transitory computer-readable storage medium of claim 1 , wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item.
11. A system comprising:
a processor; and
a non-transitory computer-readable storage medium storing instructions configured to, in response to execution by a processor, cause the processor to:
transmit an order to a client device, the order including a plurality of items;
receive a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface;
display, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item;
receive a selection of one of the template messages in the set;
receive, via the chat interface, one or more edits to the selected template message;
in response to receiving one of a subset of the set of template messages as the selection:
display, via the chat interface, a set of replacement options for the item,
receive a selection of one of the replacement options, and
insert the selected replacement option to the received template message; and
transmit the received template message to the client device, the template message including the selected replacement option and the one or more edits.
12. The system of claim 11 , wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application.
13. The system of claim 11 , wherein the set of replacement options are displayed in a slider via the chat interface.
14. The system of claim 11 , wherein the set of replacement options are displayed in a scrollable list via the chat interface.
15. The system of claim 11 , wherein at least one of the set of template messages indicates to remove the item from the order.
16. The system of claim 11 , wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option.
17. The system of claim 11 , wherein the template message indicates instructions to refund the item.
18. The system of claim 11 , wherein the selected replacement option is specified using user input via the chat interface.
19. The system of claim 11 , wherein the set of replacement options are determined by:
retrieving user data describing previous orders and previously selected replacement options; and
creating a set of replacement options ranked based on the user data.
20. The system of claim 11 , wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item.
21. A computer-implemented method comprising:
transmitting an order to a client device, the order including a plurality of items;
receiving a message from the client device indicating an item of the plurality of items is not available, the message received via a chat interface;
displaying, via the chat interface, a set of two or more template messages, wherein each template message is an editable message that indicates a course of action for the item;
receiving a selection of one of the template messages;
receiving, via the chat interface, one or more edits to the selected template message;
in response to receiving one of a subset of the set of template messages as the selection:
displaying, via the chat interface, a set of replacement options for the item,
receiving a selection of one of the replacement options, and
inserting the selected replacement option to the received template message; and
transmitting the received template message to the client device, the template message including the selected replacement option and the one or more edits.
22. The method of claim 21 , wherein the set of replacement options are determined based on the previous replacement options selected by users of a mobile shopping application.
23. The method of claim 21 , wherein the set of replacement options are displayed in a slider via the chat interface.
24. The method of claim 21 , wherein the set of replacement options are displayed in a scrollable list via the chat interface.
25. The method of claim 21 , wherein at least one of the set of template messages indicates to remove the item from the order.
26. The method of claim 21 , wherein at least one of the set of template messages comprises user input indicating an amount of the replacement option.
27. The method of claim 21 , wherein the template message indicates instructions to refund the item.
28. The method of claim 21 , wherein the selected replacement option is specified using user input via the chat interface.
29. The method of claim 21 , wherein the set of replacement options are determined by:
retrieving user data describing previous orders and previously selected replacement options; and
creating a set of replacement options ranked based on the user data.
30. The method of claim 21 , wherein the subset of the set of template messages each indicate a request that a picker substitute a replacement item for the item.