You can control how estimated arrival times (ETAs) appear on order tracking pages and in customer notifications. This article explains how to customize those settings.
| Who can use this feature | |
| Pro plans and higher | |
| Users that have administrator privileges | |
| All regions | |
What is the ETA time range?
The ETA time range is the estimated time window when a driver should arrive at an order.
Customers can see this range on their order tracking pages and in customer notifications. It helps them plan for a delivery or service visit without relying on one exact arrival time.
As the driver makes progress, OptimoRoute can provide updated order information, including a live ETA and the driver’s real-time location when these options are enabled.
Default settings
By default, OptimoRoute calculates the ETA time range using the scheduled order time.
OptimoRoute:
- Rounds the scheduled time down to the nearest 15-minute interval.
- Starts the ETA range 30 minutes before the rounded time.
- Ends the ETA range 90 minutes after the rounded time.
For example, if an order is scheduled for 6:09 AM, OptimoRoute rounds the time down to 10:00 AM. The customer sees an ETA range of 5:30 AM to 7:30 AM.
ETA time range example
For an order scheduled at 6:09 AM:
- OptimoRoute rounds the scheduled time down to 6:00 AM.
- It subtracts 30 minutes to set the start of the range at 5:30 AM.
- It adds 90 minutes to set the end of the range at 7:30 AM.
The customer sees an ETA time range of 5:30 AM–7:30 AM on the day before service.
More examples:
| Scheduled time | ETA time range |
|---|---|
| 6:20 AM | 5:45 AM–7:45 AM |
| 6:28 AM | 5:45 AM–7:45 AM |
| 6:42 AM | 6:00 AM–8:00 AM |
| 6:57 AM | 6:15 AM–8:15 AM |
Configuring the ETA time range
OptimoRoute uses ETA time ranges on the day before service and the day of service. These ranges tell customers when to expect their order.
You can make the ETA time range wider or narrower.
To change the ETA time range:
- Go to Administration→Settings
- From the left menu, choose “Order Tracking”
- Scroll down to find the section called, "Notifications & Live ETA display"
- Click "ETA time range configuration"
- Update the default settings (see more details below)
- Review the preview at the bottom of the window.
To see other examples of your configuration applied to times, click "View more examples"
Define ETA time range
Choose how much time to show before and after an order’s scheduled time. These values control the start and end of the ETA time range shown to customers.
Time rounding
Choose whether OptimoRoute rounds the scheduled time before calculating the ETA time range. You can also choose how the rounding interval is calculated.
Result
Changing these settings will change what your customers see in their order tracking notifications and on their order tracking page.