CUSTOMER NOTIFICATIONS
Before setting up your customer notifications, please read the notifications overview here.
You can find this feature by going to Settings>Notifications>Customer in the Admin Panel.
Send emails and SMS to your passengers
You can send automatic emails and SMS to your passengers at several different stages of a ride. For example at the moment when a vehicle has been prebooked.
*If you have more than one passenger in a job, the notifications will only be sent to the “main passenger”, or the first one that you add.
| Call out | When a vehicle has been assigned, the driver has accepted the job (Status Callout in the Driver app) and is on their way to pick up a passenger. |
| Passenger dropped off | When the passenger has been dropped off at the end of the ride (The driver presses the button Delivered. |
| Passenger on board | When the passenger gets into the vehicle and the driver presses the POB button |
| Status Verified Prebook | When a prebook is verified and assigned by a dispatcher (if they have enabled Verify direct bookings) |
| Cancelled by passenger | When a passenger cancels the ride. |
| Status Assign Timeout | . |
| No show | When the driver cancels a job and selects No show as a reason (after a passenger fails to show up at the point of pick up) |
| New Prebook | When a prebook is made. |
| Cancel | When the job is cancelled by a driver or dispatcher for any other reason. |
| Waiting for Passenger | When the driver has reached the pick-up location and the driver app is in the Wait state. |
| Status Created ASAP | . |
To set up these messages:
- Under 1. Customer Select either the Email or SMS tab
- In the drop down menu to change Message: Off to Message: On for the type of message you wish to send.
- A message box will open where you can write the message you want to send to your passengers.
Send all texts directly from each driver’s device.
You can have either all texts sent from one device or the texts sent from the drivers device, or even both. To make all texts messages only send from the driver’s device (the one assigned to the job), do the following.
- Edit the driver’s user profile and specify that they cover both the role “Driver” and “Messenger”
- As long as their Android device supports sending text messages the system will handle the rest.
*iOS devices impose technical limitations that prevent these devices from being able to take the messenger role.
Send all texts from only one dedicated device.
- Create one user that has the Messenger role and no other roles.
- Leave this user signed in to the Envelope app.
- Ensure there are no drivers that have the Messenger role as well as the Driver role.
*If you have a dedicated text sender and several drivers that can send text messages, but some drivers that can’t, that’s no problem at all. If the driver has support for sending text messages and the Messenger role he/she will be the sender. If the driver doesn’t the dedicated Envelope device will.
Using tags and HTML
To personalize your message with the passenger’s name and specific time and place of their pick up, you can use Tags.
You can use tags to write a more personalized message.
You can find these tags in the 5.Tags tab. This way, if your passenger’s name is Peter Smith, the email they receive would read:
You can even use HTML formatting if you wish to add line breaks. For example, by writing <br> at the end of each line, you would get:
