Automatically send notifications to your customers to let them know when to expect a delivery, when it’s on its way and a confirmation when it’s been completed. 

Setup your customer notifications in 5 steps:

  1. Setup notification settings
  2. Turn on your notification templates
  3. Customize your notification templates
  4. Add email or mobile phone numbers to your Customer Profiles or CSV import
  5. Test your notifications

CHOOSE EMAIL OR SMS NOTIFICATIONS

First, navigate to the Customer Notifications Section. The Notifications Settings should be the first tab you see.

You can choose either SMS or Email notifications. You can change this setting at anytime.


SETUP 'FROM' NAME AND EMAIL  

(for email notifications only)

First, navigate to the Customer Notifications Section. The Notifications Settings should be the first tab you see.


Enter the name you want your customers to see when they receive a customer notification email from you. Typically, this name will be your company name.

Enter the email you want to send the notification from. Note that customers can reply to this email, so you want to ensure this is a valid email address that is monitored by your team in case your customers reach out with questions. By default, this email is set to the address associated with your account, but you can updated with any email you like.

Enter your company name, address and phone number. This will appear in the footer of your email and is required for email compliance regulations, such as CAN-SPAM and CASL. Your emails will also include an unsubscribe link. Read more on how we handle unsubscribes here.

TURN ON YOUR NOTIFICATION TEMPLATES

Next, navigate to the Notifications Templates tab. You will see four different : Planned Delivery, Out for Delivery, After Delivery, and Cancelled Delivery. Turn on whichever type of notification you would like to send to your customers. 

Planned Delivery - Planned ETA and Updated ETA

This notification lets your customers know the Planned ETA of their delivery. This template also has an additional setting for an Updated ETA which is triggered if you re-route one of your drivers and they no longer will be able to make the original time window.

By default, this template is turned on with a 1 hour time window. This means if we estimate your delivery will arrive at 10am, we will notify your customer to expect your driver between 9:30am-10:30am.

Additionally, before you publish your routes, you will see how many drivers and customers will receive notifications. 

Out for Delivery 

This notification lets your customers know when the driver is actually on their way. By default, this notification uses a 30min time window and will be triggered whenever a driver marks a proceeding stop as complete in the Driver App. Any customer within the time window (ie. 30min) will receive the Out for Delivery notification. Customers will only receive this notification once. 

After Delivery - Completed Delivery and Skipped Delivery

Let your customers know when their delivery has been dropped off. If for any reason your driver was unable to complete the delivery, this template has an additional setting for Skipped Delivery. 

TIP: This notification is triggered when your driver marks the delivery as complete or skipped in the Driver App. So be sure your drivers are actively using the driver app.

Cancelled Delivery

This notification lets customers know when you have cancelled or unscheduled their delivery.

CUSTOMIZE YOUR NOTIFICATIONs 

Customize your notification by clicking the “Edit” button for any of the templates on the Notification Templates tab or by clicking the email template name in the left-hand menu.

Variables

If you choose to customize the body copy of your email templates, be sure keep the variables (ie. {eta_window}, {date}, etc). Otherwise, your customer won’t have a customized email that lets them know when their particular delivery is on its way or completed. 

For example, if you remove the {eta_window} variable from Planned ETA email template (or simply write ‘eta_delivery’ without the parentheses), but keep the {date} variable, your recipients will just receive an email that says the delivery is coming on a specific date without any indication of when they should expect it.

Time Windows

You can update the the Planned Delivery ETA  and Out for Delivery time windows. See email descriptions in the section above for more details or read Automated Email Notification Triggers.

ADD EMAIL ADDRESSES OR MOBILE PHONE NUMBERS TO YOUR CUSTOMER PROFILES 

For Customer Notifications to be sent, you must add either the email or mobile phone number of the person you would like to receive the status updates of deliveries.

You either manually add these to your Customer Profiles or by add them to your CSV upload.

COMMON QUESTIONS

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