MY CUSTOMERS AREN'T RECEIVING ANY EMAILS

Turn On All Email Templates

By default, customer notification templates are turned off. If you've added emails or mobile phone numbers (depending on the type of customer notification you selected) to Customer Profiles or to your CSV import, but your customers aren't receiving any notifications from you, then it's likely you haven't turned your templates on.

You can turn on customer notification templates by clicking the Customer Notifications icon in the left-hand menu and navigating to the Notification Templates tab.

Add Your Customers’ Notification Contact Information to Customer Profiles or CSV Import 

If you've turned on your notification templates, but your customers don’t receive any communication from you, then it’s likely because you still need to add their notification information to their respective Customer Profile or their stop in your CSV Import.  

Depending on the type of notification you would like to send, their notification information will be either an email or a mobile phone number.

If the templates are turned on and all the contact information is entered correctly, but your customers still aren’t receiving their emails, let us know at support@routific.com.

Related Tutorial: How to I upload my customers?

MY CUSTOMERS AREN'T RECEIVING OUT FOR DELIVERY EMAILS OR AFTER DELIVERY EMAILS

Make sure your drivers are marking stops complete or skipped in the Driver App

If your customers aren’t receiving Out for Deliver or After Delivery notifications, but are receiving other notifications like Planned ETA, then the issue may be that your drivers are not using the Driver App. Out for Delivery and After Delivery notifications are triggered every time a driver marks a delivery as complete or skipped.

To see if your drivers are updating the Driver App, you can check the in-app alerts by clicking the ‘bell’ icon in the top right-hand corner. You will see all the activity that has recently happened in your Routific account, including driver delivery updates.

MY CUSTOMERS AREN'T RECEIVING CUSTOMIZED TIME WINDOWS OR DELIVERY DATES

Make sure you've included {tags} in your notification templates

If your customers are receiving notifications that don’t include customized delivery times or dates, then this is because you have removed the required {tag} that was included in the original Customer Notification copy.. 

Simply add the required {tag} to your notification template and your customers will receive customized notifications.

Planned Delivery Variables

  • {eta_window}
  • {date}

Example: Your delivery is planned between {eta_window} on {date}.

Out for Delivery Variables

  • {minutes_away}

Example: The driver will arrive within {minutes_away} minutes.

After Delivery Variables

  • {completed_time}
  • Add email to customer profile

Example: Good news! Your delivery was completed today at {completed_time}.

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