Customer Chat Feature

You’ll be able to message customers directly using Customer Chat in your rider app.

Customer Chat

Customer Chat is a simple and fast way of contacting customers after you’ve collected their order. For example, you might need to tell them you’re running late, or are having trouble finding their address.

Just tap the message icon in the top right of the order screen to get in touch. Select one of the pre-written messages or type your own message to start your chat, and continue the conversation by typing your own responses or using one of the automated ones provided.

You can use Customer Chat any time after you’ve collected a customer’s order from the restaurant, until you mark it as delivered.

Please keep all messages respectful, and you should only contact a customer about an order. All messages are recorded to help protect both riders and Deliveroo customers. Any inappropriate or offensive messages from either side will not be tolerated.

You can still call a customer by tapping the phone icon in your app.

If you have any questions about this new feature, or encounter any issues when using it, please contact the Rider Support team.

FAQs

We want to give riders a range of ways to communicate with customers about an order when they need to. Customer Chat is a fast and simple way of updating a customer about the status of their order, or asking them a quick question.

You still have the ability to call customers when you need to, if you feel like it would be more useful to talk to them over the phone. You can do this by tapping the phone icon in your rider app.



You can use Customer Chat any time after you’ve collected a customer’s order from the restaurant, until you mark it as delivered.



Yes, you still have the ability to call customers when you need to, if you feel like it would be more useful to talk to them over the phone. You can do this by tapping the phone icon in your rider app.



No, you don’t have to use Customer Chat. If you prefer to call customers when you need to speak to them about an order, you can continue to do so by tapping the phone icon in your rider app.