Every customer gets the right message at the right time. Set it up once.
Spokk runs a complete post-visit SMS sequence automatically for every coffee shop customer. Feedback, Google review nudge, referral invite. Smart skip logic so no one gets messaged twice about something they already did. And a cooldown setting so your daily regulars don't feel spammed.
No credit card required · All features included · Cancel anytime
Four messages. Four moments. Each one designed to do one specific thing well.
The default automation runs out of the box without any configuration. Customize the timing and copy whenever you're ready.
Feedback request
A personalized SMS with their name and your shop name lands in their phone. "How was your visit at [Your Shop], Marcus?" Tap the link. Rate in 30 seconds. The experience is still fresh. This is the highest-performing timing for coffee shops.
Feedback reminder
A gentle follow-up for customers who haven't responded yet. Short, direct, non-pushy. Many people see the first message while rushing and open the second one when they have a moment.
Smart skip: Automatically skipped if the customer already submitted feedback.
Google review nudge
Sent to customers who submitted positive feedback but haven't clicked the Google review link yet. Reminds them the AI draft is waiting. This is often the message that converts intent into an actual posted review.
Smart skip: Automatically skipped if the customer already clicked the review link, or if feedback was not submitted.
Referral invite
Their personal referral code lands in their phone. "Know someone who would love [Your Shop]? Share your code and you both get something." Sent when the relationship has had time to build. Not when they're still forming an opinion.
Smart skip: Automatically skipped if the customer has opted out of communications.
See also: Spokk SMS automation product page
This is the most important setting for a coffee shop. Here's why.
Most businesses using SMS automation serve customers once a week or less. Coffee shops are different. You have customers who scan that QR code five days a week. If the automation fired every time someone scanned, you'd be sending feedback requests daily. Nobody wants that. Nobody.
The cooldown setting is specifically designed to handle this. It works like this: after a customer enters the automation sequence, Spokk marks them as in a cooldown period. You define how long that period lasts. Until it expires, scanning the QR code just logs the visit for loyalty tracking purposes without triggering any new SMS messages.
For most coffee shops, 30 days is the right default. It means your regulars hear from you roughly once a month. Light enough that nobody opts out. Frequent enough that the data keeps coming in and you get steady review velocity.
For seasonal or occasional visitors, there's no cooldown concern. They'll enter the sequence on their first visit and might not be back for months. The automation handles both cases correctly without you thinking about it.
Recommended cooldown settings by visit frequency
Four ways to start the automation sequence. Pick what fits your setup.
QR code check-in
Print a QR code from your Spokk dashboard and put it at your counter. Customer scans, confirms their visit, automation starts. No hardware. No app. Works on any smartphone.
Best for most coffee shopsStaff manual entry
Your barista logs a visit manually through the Spokk staff portal. Enter the customer's name and phone number and the sequence starts. Useful for regulars who always forget to scan.
Good backup for walk-insREST API
Any POS system or booking app that supports API calls can trigger Spokk automatically when a transaction completes. Square, Toast, and custom systems all work this way.
Best for POS integrationZapier or Pabbly
No-code automation. Connect any app to Spokk without writing code. If your POS or booking system has a Zapier integration, you can trigger Spokk automatically when a visit or order is logged.
Best for no-code setupsLearn more: Spokk integrations: API, QR code, Zapier, HubSpot
Add your own messages to the sequence. For anything else you want to say.
The default sequence handles feedback, reviews, and referrals. But you can add your own steps with any message and any timing. A few examples of custom steps coffee shops actually use:
- →"New seasonal menu just dropped. Come try our spring specials this week." — sent 7 days after visit
- →"Happy birthday! Come in any time this month and your first drink is on us." — triggered on birthday if you collect that info
- →"We haven't seen you in a while. Here's a free pastry on your next visit." — re-engagement at 60+ days
- →"We're hosting a tasting event this Friday evening. RSVP here." — custom event invite
Building a custom step in Spokk
Common questions about SMS automation for coffee shops
How does Spokk SMS automation work for a coffee shop?
A customer scans your QR code at the counter. That triggers the automation sequence automatically. Two hours later they receive a feedback SMS. If they don't respond by 24 hours, a gentle reminder goes out. Three days after the visit, if feedback was positive, a Google review nudge is sent. Twenty days after the visit, their personal referral code is delivered. Every step has smart skip logic so no customer gets a message they've already acted on.
What is the cooldown setting and why does it matter for coffee shops?
The cooldown is the minimum number of days that must pass before a customer enters the automation sequence again. This is critical for coffee shops because many customers visit daily. Set a 30-day cooldown and even your most frequent regulars only receive the full SMS sequence once a month. Without a cooldown, you'd be messaging daily visitors every single day — guaranteed opt-outs.
How do customers enter the automation sequence?
The primary method is QR code check-in: you print a QR code and put it at your counter. Customers scan it on their way in or out. You can also trigger the sequence manually through the Spokk staff portal (useful for walk-ins or when someone forgets to scan), via API (if you want to connect to a POS system), or via Zapier/Pabbly if your booking or POS system supports Zaps.
Can I customize the SMS messages for my coffee shop?
Yes. Every message template is fully editable. You can change the wording, adjust the delay timing, and enable or disable individual steps. Templates support dynamic variables: {{name}} inserts the customer's name, {{company}} inserts your shop name, and {{link}} inserts the relevant URL. You can also add custom SMS steps with your own timing and message.
What is the smart skip logic in Spokk?
Smart skip logic means each step automatically checks whether it still makes sense to send before firing. The 24h feedback reminder is skipped if the customer already submitted feedback. The review nudge is skipped if the customer already clicked the review link. The referral step checks opt-out status. No customer gets a redundant or outdated message.
Can I add extra automation steps beyond the default sequence?
Yes. The Spokk flow builder lets you insert custom SMS steps at any point with any timing. For example, you could send a seasonal menu announcement 7 days after check-in, a birthday offer if you collect birthdays, or a re-engagement message to customers approaching 60 days since their last visit.
Is the SMS number a dedicated number for my coffee shop?
For US and Canadian coffee shops on paid plans, Spokk provisions a dedicated toll-free SMS number for your business. During the 14-day free trial, messages come from a shared Spokk number. International coffee shops can use their own Twilio credentials (BYOT).
Can customers opt out of SMS messages?
Yes. Every message includes a STOP reply option. Customers who reply STOP are immediately opted out and will not receive any future automated messages. Opt-out is recorded at the contact level in Spokk. This is fully TCPA and CTIA compliant.
How does the automation connect to loyalty and referral programs?
They all share the same automation backbone. The loyalty milestone SMS fires separately when a customer hits a reward threshold (e.g., every 5th visit). The referral SMS in the default sequence uses each customer's unique referral code. Everything is tracked in Spokk and tied to the same contact record.
What is the feedback cooldown for customers who visit multiple times a week?
You set the cooldown duration in your Spokk automation settings. A 30-day cooldown is common for coffee shops. A customer who visits Monday through Friday will scan the QR each time, but the automation only fires if they haven't been through the sequence in the past 30 days. After 30 days, the next scan triggers a fresh sequence.
Can I see logs of messages sent to each customer?
Yes. Your Spokk dashboard shows automation activity per contact — which steps were sent, when, what was skipped and why, and whether the customer clicked any links. Detailed per-run logs are available.
Starter
For solo operators & small teams
Billed $588/year
250 customers / month
Unlimited SMS included
- 250 customers / month
- 1 manager + 1 staff member
- Unlimited locations
- Dedicated toll-free SMS number (US & Canada)
- Full automation sequence
- AI review response drafts
- Loyalty & referral programs
- Feedback forms & QR codes
- HubSpot integration & API access
- Buy additional customer top-ups
Growth
For growing businesses & teams
Billed $984/year
500 customers / month
Unlimited SMS included
- 500 customers / month
- 2 managers + 2 staff members
- Unlimited locations
- Dedicated toll-free SMS number (US & Canada)
- Full automation sequence
- AI review response drafts
- Loyalty & referral programs
- Feedback forms & QR codes
- HubSpot integration & API access
- Buy additional customer top-ups
Pro
For high-volume businesses
Billed $1992/year
1,500 customers / month
Unlimited SMS included
- 1,500 customers / month
- 3 managers + 5 staff members
- Unlimited locations
- Dedicated toll-free SMS number (US & Canada)
- Full automation sequence
- AI review response drafts
- Loyalty & referral programs
- Feedback forms & QR codes
- HubSpot integration & API access
- Buy additional customer top-ups
All plans include a 14-day free trial. No charge until your trial ends. Questions?