Uber Eats has introduced a new feature called “Live order chat” that allows merchants to communicate with customers in real-time, helping prevent issues with orders. This feature is now available for both delivery and pickup orders. Customers can only message merchants if they have already contacted them.
The company also rolled out AI tools to improve customer feedback and food ordering experiences. These tools include AI-powered summaries of customer reviews, AI-generated item descriptions, and improved low-quality food images.
In addition, Uber Eats is encouraging users to submit photos of their orders, which will be published if selected. Customers who live in the US, Canada, Mexico, or the UK can earn $3 in Uber Cash for having their photo chosen.
The new feature comes three months after rival DoorDash announced a similar ability for merchants to chat with customers directly.
Source: https://techcrunch.com/2025/07/31/uber-eats-now-lets-merchants-message-customers-about-their-orders