Notifications

Notifications allow you to inform recipients about the planned delivery and the status of the delivery. We can send them in the form of email or SMS, where SMS messages can be sent via the SMS gateway or directly from the driver's mobile application (additional module)v.
Notifications are an additional option, currently available in the Professional package. It is also possible to purchase a notification module in the standard package.

How to get started with notifications:

Before you start working with notifications, you need to configure them. To do this, select [Notifications] in the side menu of the application, which will display the notification configurator. The window is divided into two tabs: [Configuration] and [History]. The first allows you to configure notifications, and the second allows you to track the history of email and SMS notifications sent to recipients.

1. Email notifications

[Sender] – the name of the email sender, which will be displayed in the recipient's email box in the "From" field

[Sender's address] - available for service

[Footer data] – information that will be displayed in the footer of email correspondence. For example, you can place your company details there.

[Tongue] – option used for language variants, which will be described later, generally you can choose: Sender language or Recipient country. In the second case, the language variant of the notification template will be determined based on the recipient country of the shipment

2. SMS Gateway Notifications 

[Sender] – the name of the SMS sender, which will be displayed on the recipient's phone instead of the phone number. The default [Sender] is Routimo. It is possible to individually change the sender at the customer's request, to do this, contact our service via the contact form. The name can be from 2 to 11 characters long and only letters (no Polish characters) and numbers are allowed.

[Shipping Hours Restrictions] – allows you to set the times at which SMS messages will be sent to recipients. If the restriction is enabled and the event occurs outside of the sending hours, the message will not be sent until the next day at the beginning of the sending window. This option can be disabled, which will cause messages to be sent at any time.

[Warning about available SMS] – allows you to specify a limit of available SMS messages, below which a warning email will be sent. This allows you to protect yourself from running out of available SMS messages and replenish your available message package in advance.

The number of available SMS messages is visible in the upper right corner. Next to it is also the [Top up account] button, which allows you to buy an additional message package.

Note:, longer message content may require the use of multiple SMS messages. Using Polish characters or special characters takes up more space.

Events

Notifications are sent to recipients when a specific task-related event occurs. List of available events:

[Route approval] -first route approval

[Another route approval] – further route approval – where notifications will only be sent for those points whose planned time has changed by at least 10 minutes compared to the previous plan.

[Task canceled] – removal of a point from the route – in the event of cancellation on the mobile side or if the point is removed from the plan during the next route confirmation

[Task completed negatively] – completion of the task with a negative result (lack of implementation)

[Task completed successfully] - delivery made by the driver

[Upcoming delivery] – there are less than X minutes left until the expected delivery of the shipment, where X is set in the event template configuration.

[Delivery Delay] – Y minutes have passed since the expected delivery of the shipment, where Y is set in the event template configuration.

[Confirmation of visit] – additional event for SMS Gateway, which is not present for email notifications. Described here.

Notifications will only be sent for events for which the "Yes" option is selected. The content and parameters of the notification can be set in the notification template by clicking the pencil icon next to each notification. After selecting the pencil icon, the notification template will be displayed. 

Creating a notification template and language variant

Select which notifications you would like to send and set them to "Yes". Click the green pencil icon - the template editor will open. In each template, the common feature is the content of the notification, additionally in email templates you can specify the title. The remaining parameters depend on the type of event and the channel through which the notification is sent:

In the Event [Route approval] and [Next route approval] at the very top there is information about the time window. By default, the time window is set to 30 minutes before the set delivery time and up to 30 minutes after that time. So if you expect delivery at 10:00, we will notify the customer to expect it between 9:30 and 10:30. Below, using “-” or “+” you can set a change to the set interval at your discretion.

In the Event [Upcoming delivery] and [Delivery delay] we have the information "Notify customer 30 minutes before delivery". We can also edit the delivery time.

[Language variant] – allows you to prepare different notification content depending on the recipient's country. At first, you will only see the "Default" variant in the email template. If you do not create any language variant template for a given country, notifications will be sent in the "Default" variant regardless of the recipient's country. The "Default" variant cannot be deleted, nor can the list of countries be edited there.
Your “Default” language will probably be Polish – you can change it to English by going to your client panel.
You can also send the “Default” variant for the recipient’s country, but to send the variants taking into account the recipient’s country, you should set it to Recipient’s country in the Notifications/Language tab. 

Message content

At the beginning, you can use ready-made suggestions for the content sent to the customer or adapt it to your own needs, and add TAGs: Time window, Date, Time, Driver's phone number, Tracking address (for transport orders). In place of TAGs, when sending the notification, appropriate values ​​will be entered automatically. For example, instead of the tag "Driver's phone number" in the content, the phone number of the driver carrying out the delivery will appear. You can of course edit the content to your own needs.

In the case of [Task completed successfully], [Task completed negatively] and [Task canceled] you can also check the [Attach a photo] and/or [Attach a signature] checkboxes, if you use these options. When you check such a checkbox, the recipient will be provided with attachments added by the driver during the completion along with information about the completion or lack thereof. Applies only to email notifications.

You can also create a [Language Variant] for a given country. To do this, select "Add" - a list of countries with checkboxes will be displayed. After selecting the countries that a given variant should support, confirm with the OK button. Here, just like in the "Default" variant, you will be able to enter the subject and content of the notification for a given variant, modify the list of variant countries or delete the entire variant (the X button next to the variant name).
A given country can only be used in one variant.

Regardless of the language variants, the email footer can only be sent in Polish or English. English will be used for all variants that are not the default variants. The notification content will be sent in the form you entered.

If you are planning a route that will include points located in several countries and you send all notifications in one language, you can create one common variant for these countries; you do not have to create variants for each of these countries separately.

Using notifications in a project

If you want to send notifications, then in the [Project Card] set the [Notifications] option to “Yes”. Make sure that the points for which you want to send notifications have entered a correct email address or phone number for SMS notifications. 

If a customer has not consented to be contacted by email/SMS? We have a solution for that!
Both in the [Points database] tab and in the points of a given project, if you have notifications enabled, an additional column [Mute notifications] will appear.

In the [Point Database], checking the box to "Yes" for a given client means that they will not receive any messages. Of course, you can turn on or off the notification mute at any time. You can also change the notification information when editing the point.

Also, a customer who does not wish to receive email notifications will be able to opt out of this option. All they need to do is enter one of the email notifications and click on the blue link "here"

Notifications SMS Gateway

The configuration of both the content and the time of sending depending on the task status works in a similar way as in Email Notifications. This is described above.

Message content

SMS notifications are only supported for numbers in Poland and are sent without Polish characters.
Using Polish characters shortens the length of the text message and such a message may require more text messages. If you need to send an SMS with Polish characters, please contact the service.

Just like in email notifications, you can use ready-made content suggestions, adapt them to your needs and attach TAGs: Time window, Date, Time, Driver's phone number, Tracking address (for transport orders). When sending a notification, the appropriate values ​​will be entered automatically in place of the TAGs. For example, instead of the TAG "Driver's phone number", the phone number of the driver making the delivery will appear in the content.
For the events [Route approval] and [Next route approval] there is also the option [Visit confirmation]. After checking the checkbox, additional TAGs will appear - JS.TAK or JS.NIE, to which the customer will be able to respond. If the recipient sends a return message with content starting with the word JS.TAK or JS.NIE (case insensitive), this information will be available for the task. Thanks to this, you can make sure that the recipient will be waiting for the shipment at the set time and plan the route accordingly. At the top there is information about the time window. By default, the time window is set to 30 minutes before the set delivery time and up to 30 minutes after this time. So if you expect a delivery at 10:00, we will notify the customer to expect it between 9:30 and 10:30. Below, using "-" or "+" you can set a change to the set interval at your discretion. In the Event [Upcoming Delivery] and [Delivery Delay] there is also a time window that you can edit.

Confirmation of visit

The last on the list of [Events] for the SMS Gateway, which is not available for email notifications, is [Visit confirmation]. The message content prepared here can be used in the additional "manual" option of sending the notification, located in the [Projects]/[Points] [Send confirmation request] tab.

After receiving the SMS, the customer can respond to it by manually entering JS.YES or JS.NO (case-insensitive). They can add any content to it, but it is not required. SMS with the "Visit confirmation" checkbox checked will be sent from number 4777 and only to this number will the recipient be able to respond so that their message is processed correctly. (Return SMS).

The response sent by the customer will be visible in [Project]/[Points Database] or in the [Points Database] tab as "Yes" or "No" in the "Order Confirmation" column. In the [Notifications]/[History] tab you can view, among others: [Subject of the response], [Content of the response], [Date of the response] and [number of sent SMS messages].

Send confirmation request

[Send confirmation request] is available as an independent event. Unlike the others, it is not triggered automatically by the system but manually by the planner, who can send an SMS with a request to confirm the visit for selected tasks in the project.
A request for confirmation of a visit is sent from the [Projects] tab. To do this, you must go to the selected route, select [Points] in the upper panel and make sure that the phone number is entered for the point. Check the box next to the point(s) for which you want to send such a message. Below the list of points, there is a button for group actions, click on the arrow, and a list with various actions will expand. Select [Send confirmation request], the question "Send a confirmation request for tasks" will be displayed. If you click "Yes", you will receive a confirmation of sending the message and your client will receive a message to which they will be able to reply. You prepare the content of the message in the [Notifications] tab in the [Visit confirmation] event. Confirmations are sent only in Polish. If the recipient sends a return message with content starting with the word JS.TAK or JS.NIE (case-insensitive), this information will be available for the task. Thanks to this, you can make sure that the recipient will be waiting for the shipment at the agreed time and plan the route accordingly.

Mobile SMS notifications

[Mobile SMS notifications] are an alternative to the SMS gateway because they allow sending an SMS notification directly from the driver's phone to the recipient. The SMS gateway is omitted here, which means that no costs are charged for sending SMS messages. For [Mobile SMS notifications], it is possible to send a message only for the events: task canceled, task completed negatively, task completed positively.

The [Mobile SMS notifications] module is an additional module. To receive an offer, contact the service using the contact form.

In order for a driver to send notifications in a given project, you must have [Customer notifications] enabled in the [Project card]. Clicking the pencil next to the [Customer notifications] tile will automatically redirect you to the notification configuration page. There, you can enable all or selected events in the [Mobile SMS notifications] column. To enable [Mobile SMS notifications], click "Yes" and then go to edit the template by clicking the green pencil.
Unlike events sent automatically, in the case of these notifications, the driver is offered to send a message from his phone with the recipient's number and content resulting from the template. The driver must confirm sending the SMS, otherwise it will not be sent.

History

In the [Notification History] tab you have access to all messages sent to Clients. Each message, whether e-mail or SMS, contains information about which project, which point it concerned and on what day and at what time it was sent. The history also includes the content sent (preview) and status, i.e. whether the message was sent correctly or rejected due to, for example, an incorrect e-mail address or an incorrectly entered phone number (two numbers in one column).

After all changes to the configuration settings are made, click the [Save Configuration] button at the bottom right of the screen.