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 to Customer Profiles or to your CSV import, but your customers aren't receiving any email 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 Notifications Templates tab.

Add Emails to Customer Profiles or CSV Import 

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

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 Emails or After Delivery Emails, but are receiving other emails like Planned ETA, then the issue may be that your drivers are not using the Driver App. The first two emails are trigger every time a driver marks a delivery as complete or skipped.

To check if your drivers are updating the Driver App, you can check the in-app notifications 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 {variables} in your email notification templates

If your customers are receiving emails that don’t include customized delivery times or dates, then this is because you have removed the required {variable} that was included in the original email copy provided by Routific. 

Simply add back the needed {variable} 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}.

Did this answer your question?