Steps
Step 1: Turn notices on or off
Settings → Notifications → “Customer notices” lists each notice with a switch and when it goes: “Scheduled” (when you dispatch the route), “On the way” (when the driver starts), “Almost there” (shortly before arrival), “Delivered” (after the undo window closes) and “Couldn’t deliver”. The panel also offers a day-before reminder and a running-late notice.
Turn “Delivered” off if your own store emails customers when it receives our webhook.
Step 2: Set the timing
“‘Almost there’ timing” is 15, 30, 45 or 60 minutes before arrival, measured against the live estimate so it moves with traffic. “Arrival window you promise” sets how wide the window is in texts (“between 10:30 and 11 AM”). “Quiet hours” holds scheduled notices due overnight until morning; live updates on a delivery day always go out.
Step 3: Set the undo window
“Delivered notice delay (undo window)” — Send immediately, 2, 5, 10 or 15 minutes. Drivers can undo a delivery for that long; the customer is told after it, and the Orders screen and your store catch up at the same moment.
The default is 5 minutes.
Step 4: Know who gets a text
Customers who agreed to delivery texts get every notice you switch on, by text and email. Where consent isn’t recorded, they get at most one text per delivery and the rest by email. Anyone who said no or replied STOP is never texted. Record agreement on the order under “Delivery texts”.
Step 5: What the tracking page shows
Only that customer’s delivery: your business’s name, “Your delivery is 3 stops away” with the truck on a map while it’s on the way, a progress timeline, the proof photo once delivered, and “How was your delivery?” with 1 to 5 stars and a comment. Never other stops, other addresses or the driver’s phone number. Links work for 30 days after the route date.
Step 6: Check what went out
Integrations → Messages lists every text and email with what it said, who it went to and whether it was sent — “Reached the phone”, “Logged, not sent” — and customers’ replies.
Good to know
- Every text leads with your business name, so customers know who it’s from. The first text to a number ends with “Reply STOP to opt out.”
- Until your carrier registration is approved, texts are logged rather than sent and customers get the same updates by email.
Questions
Can customers reply to a text?
Yes. Replies show up in Integrations → Messages, where the office can text back under the business’s name once texting is live. STOP, START and HELP are handled for you.
Why did a customer only get one text?
Their agreement to delivery texts wasn’t recorded on the order. Without it they get at most one text per delivery — “Almost there” — and everything else by email. Record consent on the order to send every notice by text.
How long does a tracking link work?
30 days after the route date. After that the page says the link isn’t available.