On my way texts and stop messages

Each stop status can send the client a text, an email or both, and tell your team. They all live on one page, one card per moment, and every one ships switched off until you read it and turn it on.

The stop messages

• Scheduled: when the stop gets a day.
• Reminder before: a set number of days before, at a time you pick.
• The morning of: on the day, at a time you pick.
• Rescheduled: when its day or window moves.
• On our way: when the crew tap On my way.
• Running late and You're next: see Late stops and delay texts.
• Close by: within a set number of miles or minutes of the stop.
• Arrived: when the crew tap Start.
• Done: when the crew tap Done.
• Cancelled: when the stop is cancelled.

Steps

1. Open Settings, System, All notifications.
2. Open the card, for example On our way.
3. Tick Text or Email in The client row, and The team row if your team should hear too.
4. Write the wording in each box. The field buttons under the box fill in the client's name, the arrival time and so on. The tracking link is one of them.
5. Pick whether it is for Deliveries, Pickups or both.
6. Switch the card to Automatic.

What decides whether a client gets it

1. Client messaging is live for your company. Until then only your test contacts and the team are reached. See Turn on client messages.
2. The stop's own Text and Email boxes. Each task type starts with them on or off, and you can change them on a stop's task sheet under Tell the client.
3. The client's own Can text and Can email on their contact. See Client consent.

Good to know

• The tracking link opens a page with no login that says how many stops are before theirs and when the truck should arrive. The map and the truck only show while the truck is on its way to that client.
• An automatic message goes by the card's switch, whoever taps On my way. A text the crew type by hand still needs their role to allow messaging clients.
• Every automatic client text ends with the way to reply STOP. A STOP reply turns Can text off for that number. See Unsubscribe and STOP.
• Warehouse tasks, reloads and second trucks never message the client.

If something goes wrong

• The crew pressed On my way and no text went. Check the card is Automatic, client messaging is live, the stop's Text box is on, and the client has a mobile number and Can text on. A message that could not go waits in the Outbox on the Inbox, with the reason.
• "This stop tells the client nothing: Text and Email are off." Tick them on the task sheet, or change the task type's default on Settings, Operations, Dispatch, Task types.