When an order is scheduled for delivery or service, you can notify your customers using email or text notifications. These notifications will send them the order tracking page where they can get updates on their estimated time of arrival (ETA). This article will show you how to customize these messages.
| Who can use this feature | |
| Pro and Custom plans | |
| Users that have administrator privileges | |
| All regions | |
Creating order tracking notifications
To set up your customer notifications:
- Go to Administration→Settings→Order Tracking
- Make sure order tracking is enabled
- Configure your general settings for order tracking
- Scroll down to find a section called “Notifications”
- Click “Add +”
- Choose the notification type
- Enable the delivery methods you want to use (text and/or email)
- Customize your message(s)
- Click “Save”
| Note that all notifications are applied to all orders unless disabled on an individual order. |
Notification types
When you click “Add +” A window will appear where you can select different types of notifications and customize them for your customers. There are five different types of notifications that can be sent during different stages of the order status.
- Scheduled time notification
- Driver is on the way
- ETA change
- Order complete
- Order failed
Scheduled time notification
These notifications are sent when the dispatcher sends the notifications using the controls in the dispatcher app.
Driver is on the way
These notifications have an extra configuration that allows you to determine when your customer is alerted that their driver is on the way. You can:
- Set how long before their order is set to arrive to send the notification
- Require that the driver complete their previous order first before sending the notification to your customer
ETA change
These notifications are used when a route has been changed resulting in a re-estimated ETA, or when a driver is late or early, after an initial notification has already been sent to your customer. The configuration allows you to determine under what circumstances you want these to be sent including:
- Maximum notifications per order
- If the notifications are sent when early, late, or both
- What time range triggers a notification to be sent
Order complete
Notify your customers when their order has been delivered or the service has been completed.
Order failed
Notify your customers if something has gone wrong and the order failed in some way.
| Rejected orders are not notified to customers. |
Using dynamic tags
Once you have chosen your notification type, you can enable:
- Text message notifications
- Email notifications
- Both
You can customize the messages of each of these notifications using dynamic tags that will insert information from your OptimoRoute records. These tags are shown in brackets in the message and will populate with the correct data for the individual order associated with the notification.
Available dynamic tags
- {eta} - Estimated time of arrival
- {eta_time_range} - ETA time range
- {scheduled date} - Scheduled date
- {order_id} - Order ID
- {support_phone} - Support phone number
- {company_name} - Company name
- {tracking_url} - Tracking URL
- {location_name} - Location name
- {custom_field_1} - Your custom field #1
- {custom_field_2} - Your custom field #2
- {custom_field_3} - Your custom field #3
- {custom_field_4} - Your custom field #4
- {custom_field_5} - Your custom field #5
- {load_1} - Your load capacity #1
- {load_2} - Your load capacity #2
- {load_3} - Your load capacity #3
- {load_4} - Your load capacity #4