When you schedule an order for delivery or service, OptimoRoute can notify the customer by email or text message. Each notification includes a link to a unique order tracking page, where the customer can view ETA updates. This article explains how to customize these notifications.
| Who can use this feature | |
| Pro and Custom plans | |
| Users that have administrator privileges | |
| All regions | |
What are real-time order tracking notifications?
Real-time order tracking notifications keep customers informed about the status of a scheduled delivery or service. OptimoRoute can send these notifications by email, text message, or both. Learn more about how to set up real time order tracking notifications here.
Each notification can include a link to an order tracking page. Customers can use this page to view:
- The scheduled arrival time or time window
- Updated estimated times of arrival (ETAs) based on driver location
- A countdown as the driver gets closer
- A summary of the completed delivery or service
Order tracking notifications keep customers informed with updated arrival times and reduce the need to contact your team for status updates. They can also help set clear expectations and provide a more consistent customer experience.
You can also customize the notification text and add your company logo. This helps the notification and tracking page match your brand.
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”
| 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
This notification tells the customer that the order has been scheduled and can include the planned arrival time or time window and a link to the order tracking page.
It is triggered when the dispatcher sends this notification manually using the controls in the Dispatcher app.
Driver is on the way
OptimoRoute sends this notification when an order changes to "On Route". It tells the customer that the driver is traveling to their stop and can include a link to the tracking page with the latest ETA.
You can choose when OptimoRoute sends this notification:
- Set how long before the scheduled arrival time to notify the customer.
- Require the driver to complete the previous order before OptimoRoute sends the notification.
ETA change
OptimoRoute sends this notification when an order’s estimated arrival time (ETA) changes after the customer has received an earlier notification. This can happen when a route changes or when the driver is running early or late.
You can choose when OptimoRoute sends ETA change notifications:
- Set the maximum number of notifications for each order.
- Send notifications when the driver is early, late, or either.
- Set the amount of time the ETA must change before OptimoRoute sends a notification.
Order complete
OptimoRoute sends this notification when the order is marked "Completed". It confirms that the delivery or service was completed and may direct the customer to the tracking page for additional details.
Order failed
OptimoRoute sends this notification when the order is marked "Failed". It informs the customer that the delivery or service could not be completed.
| Rejected orders are not notified to customers. |
Using dynamic tags
After you choose a notification type, select how OptimoRoute sends it:
- Text message
- Both text message and email
You can customize each message with dynamic tags. Dynamic tags appear in brackets and automatically add information from the OptimoRoute record for the related order.
Available dynamic tags
| Dynamic tag | Information added |
|---|---|
{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} |
Order tracking page URL |
{location_name} |
Location name |
{custom_field_X} |
Custom order fields |
{load_X} |
Load capacities |