Mover TMS lets you keep customers, partners, and internal teams informed —automatically. With Communication Triggers, you can send email or SMS messages when key delivery or planning events occur. From real-time ETA updates to failed delivery alerts, you choose when messages are sent, who receives them, and what they say.
This guide will help you make the most of Communication Triggers in Mover TMS. You'll learn how to:
Understand what trigger events are and which ones are currently supported
Set up and configure each trigger to match your operational needs
Define recipients, choose message types (SMS or email), and include dynamic content like tracking links
Use parameters and timing rules to control when messages are sent
Ensure your customers receive timely, relevant updates throughout the pickup and delivery process
What Are Communication Triggers?
Communication Triggers are automated messages that the TMS sends when specific events occur during Route Execution. You define what event should send a message, to whom, and under what conditions.
For example:
A customer gets an SMS when the driver is 30 minutes away.
A planner is notified if a Route Optimization fails.
A pickup customer receives an email confirmation after goods are collected.
Benefits of Communication Triggers
Improved Customer Experience: Deliver timely, relevant updates throughout the journey.
Increased Efficiency: Let automation handle routine messages.
Reduced Errors: Ensure accuracy with pre-set templates and dynamic placeholders.
How Do Communication Triggers Work?
Each trigger is defined by five elements:
Element | Description |
Trigger Event | The system event that activates the message |
Parameters | Optional rules (e.g., delays or ETA bounds) |
Recipients | The people who will receive the message |
Message Type | SMS or Email |
Message Content | The message content with dynamic placeholders like ETA or tracking |
Communication Triggers by Order Lifecycle Stage
Communication Triggers activate at different points throughout the lifecycle of an order - from creation, through pickup and delivery. This section breaks them down based on when they occur, making it easier to understand their purpose and configure them appropriately.
Click into each stage to explore the triggers in more detail:
Order is created
Trigger that can be activated right after the order is created in the Mover system:
Order Schedule Triggered
Order Schedule Triggered
What it does: Sends a message to the Order contact person at a scheduled time, before the Route starts. The timeframe communicated to the customer can also be used to update the corresponding route stop (pickup or delivery).
Trigger condition: Triggered by a Schedule that can be configured to run the day before or the same day as the Order's delivery date.
Channel: SMS, Email
Recipients:
Delivery Customer: the contact person at the Order's Delivery address
Pickup Customer: the contact person at the Order's Pickup address
Email Address: a fixed email address (only supports Email channel)
Parameters:
Minutes added to estimate
Minutes subtracted from estimate
Schedule ID (configured by Mover behind request)
Update route stop timeframe (delivery or pickup)
More details on how to use them for your use cases here
Placeholders:
Order placeholders
Order Id: Id of the Order, as displayed in the Order details
Tracking Id: unique identifier of the Order, that can be used to create the Track & Trace link.
Relational Id: Related Order Id, as displayed in the Order details
Delivery stop placeholders
Delivery Location Address: the delivery address
Delivery Location latitude: the delivery address latitude
Delivery Location longitude: the delivery address longitude
Delivery Customer Name: the contact person's name at the delivery address, as shown in the Order details page
Delivery Customer Phone: the contact person's Phone number at the delivery address, as shown in the Order details page
Delivery Customer Email: the contact person's email at the delivery address, as shown in the Order details page
Delivery Timeframe: the booked delivery timeframe (e.g. 08:00 - 18:00)
Delivery ETA Date: the delivery date of the Order on the Route
Delivery ETA Time: the delivery time of the Order on the Route, mapped as an interval using the "Minutes added to estimate" and "Minutes subtracted from estimate" configured in the parameters. (e.g. 10:00 - 12:00)
⚠️ Mind that this will be applied only if the Order is already on a Route
Delivery Weekday: the weekday of the delivery
Delivery Date: the booked delivery date
Pickup stop placeholders
Pickup Location Address: the pickup address
Pickup Location latitude: the pickup address latitude
Pickup Location longitude: the pickup address longitude
Pickup Customer Name: the contact person's name at the pickup address, as shown in the Order details page
Pickup Customer Phone: the contact person's Phone number at the pickup address, as shown in the Order details page
Pickup Customer Email: the contact person's email at the pickup address, as shown in the Order details page
Pickup Timeframe: the booked pickup timeframe (e.g. 08:00 - 18:00)
Pickup ETA Date: the pickup date of the Order on the Route
Pickup ETA Time: the pickup time of the Order on the Route, mapped as an interval using the "Minutes added to estimate" and "Minutes subtracted from estimate" configured in the parameters. (e.g. 10:00 - 12:00)
⚠️ Mind that this will be applied only if the Order is already on a Route
Pickup Weekday: the weekday of the pickup
Pickup Date: the booked pickup date
Share the Track & Trace link with your users
If you want to add the Track & Trace url link in the Communication to your users, you can use the {TrackingId} placeholder.
Track the Delivery: You just have to append it to your base url, once configured by Mover, as
yoururl/{TrackingId}. (e.g. https://tracking.com/{TrackingId})Track the Pickup: If you want to use it to track the Pickup Stop instead, you will have to add
?track=pickupafter the placeholder, like https://tracking.com/{TrackingId}?track=pickup
Updating Delivery or Pickup Stop Timeframes
The communication template includes a checkbox to select which stop should be updated on the route:
Update route delivery stop timeframe
Updates the Delivery stop with:
[Delivery ETA - minutes subtracted from estimate; Delivery ETA + minutes added to estimate]Update route pickup stop timeframe
Updates the Pickup stop with:
[Pickup ETA - minutes subtracted from estimate; Pickup ETA + minutes added to estimate]
💡 You can use both options at the same time.
⚠️ This option does not apply to Pickup and Refills at the Distribution Center, since they contain multiple orders.
FAQ
How can I update my Pickup stops and Delivery stop with timeframes computed with different parameters?
There are two ways to configure this scenario:
Single Schedule ID for both pickup and delivery stops
All customer delivery stops, customer pickup stops, and deliveries to Distribution Center stops will be updated with the same rules, unless you specify that the Template only applies to specific Orders or StopsSeparate Schedule IDs
If you want to update only customer stops (e.g., just the pickup timeframe at the customer, without narrowing the corresponding delivery at the Distribution Center), request a new Schedule ID from Mover.One Schedule ID can be used for delivery stops (Outbound Orders)
Another Schedule ID can be used for pickup stops (Inbound Orders)
Service Schedule Triggered
Service Schedule Triggered
What it does: Sends a message to the Service Contact Person at a scheduled time, before the Route starts.
Trigger condition: Triggered by a Schedule that can be configured to run the day before or the same day as the Service's execution date.
Channel: SMS, Email
Recipients:
Delivery Customer: the contact person at the Service's address
Email Address: a fixed email address (only supports Email channel)
Parameters:
Minutes added to estimate
Minutes subtracted from estimate
Schedule ID (configured by Mover behind request)
Placeholders:
Service placeholders
Service Id: Id of the Service, as displayed in the Service details
Booking Id: Id of the Booking, as displayed in the Service details
Location Address: the address where the Service will be performed
Customer Name: the contact person's name at the Service address, as shown in the Service details page
Customer Phone: the contact person's Phone number at the Service address, as shown in the Service details page
Customer Email: the contact person's email at the Service address, as shown in the Service details page
Arrival Timeframe: the booked delivery timeframe (e.g. 08:00 - 18:00)
Arrival ETA Date: the delivery date of the Service on the Route
Arrival ETA Time: the delivery time of the Service on the Route, mapped as an interval using the "Minutes added to estimate" and "Minutes subtracted from estimate" configured in the parameters. (e.g. 10:00 - 12:00)
⚠️ Mind that this will be applied only if the Service is already on a Route
Arrival Weekday: the weekday of the Service
Arrival Date: the booked delivery date
Order Is Planned and Put on a Route
These triggers activate when an order has been successfully planned or routed:
Order Pickup ETA Provided
Order Pickup ETA Provided
What it does: Notifies the pickup contact of the estimated driver arrival time.
Trigger condition: When the route is created and ETA is available.
Recipients: Pickup Customer, Delivery Customer, Email Address
Parameters:
Minutes before pickup
Minutes added to estimate
Minutes subtracted from estimate
Timing logic: Message is sent only if the stop is within the next two stops and minimum timing rules are met.
Special feature: Include a track & trace link using {{TrackingID}}, e.g.
https://tracking.yourcompany.com/{{TrackingID}}?track=pickup
Order Pickup Delayed ETA Provided
Order Pickup Delayed ETA Provided
What it does: Notifies the pickup customer that the ETA has changed and the driver is delayed.
Trigger condition: Delay on the route affects pickup ETA.
Recipients: Pickup Customer, Delivery Customer, Email Address
Parameters:
Minutes added to estimate
Minutes subtracted from estimate
Minimum minutes delayed before sending
Minimum minutes prior to planned pickup
Timing logic: Triggered only if the ETA shift exceeds 3 minutes and the stop is within the next two stops.
Supports tracking link: Same as Pickup ETA.
Order Delivery ETA Provided
Order Delivery ETA Provided
What it does: Sends an estimated delivery window to the customer.
Trigger condition: Route is started and ETA is calculated.
Recipients: Delivery Customer, Pickup Customer, Email Address
Parameters:
Minutes before delivery
Minutes added to estimate
Minutes subtracted from estimate
Timing logic: ETA must shift more than 3 minutes to trigger.
Order Delivery Delayed ETA Provided
Order Delivery Delayed ETA Provided
What it does: Notifies the customer of a delayed delivery ETA.
Trigger condition: Delay on the route significantly alters ETA.
Recipients: Delivery Customer, Pickup Customer, Email Address
Parameters:
Minutes added to estimate
Minutes subtracted from estimate
Minimum minutes delayed before sending
Minimum minutes prior to planned delivery
Timing logic: Triggered only if the ETA shift exceeds 3 minutes and the delivery is within the next two stops.
Your Organization Has Been Assigned a Route
Your Organization Has Been Assigned a Route
What it does: Informs a contractor organization that they’ve been assigned a route.
Trigger condition: Route is assigned to the contractor in Mover.
Recipients: Phone number (SMS), Email Address
Parameters: None
Timing: Same day or day before route starts.
Order Is Picked Up
Triggered once the driver arrives at or completes the pickup:
Order Pickup Completed
Order Pickup Completed
What it does: Confirms that the pickup was successfully completed.
Trigger condition: When the driver marks the pickup as "Completed" in the Driver App.
Recipients: Pickup Customer, Delivery Customer, Email Address
Parameters:
Minutes added to estimate
Minutes subtracted from estimate
Timing logic: Triggered immediately after the driver marks the pickup as completed in the Driver App.
Order Delivery Arrived
Order Delivery Arrived
What it does: Notifies the customer that the driver has arrived at the delivery location.
Trigger condition: Driver clicks "Arrived" in the Driver App.
Recipients: Delivery Customer, Pickup Customer, Email Address
Parameters: None
Timing logic: Triggered as soon as the driver taps “Arrived” at the delivery location in the Driver App.
Order Is Delivered or Fails to Be Delivered
These triggers are activated upon delivery or if a delivery attempt fails:
Order Delivery Completed
Order Delivery Completed
What it does: Sends a confirmation message that the order was delivered.
Trigger condition: Driver marks the delivery as “Completed.”
Recipients: Delivery Customer, Pickup Customer, Email Address
Parameters: Delivery method (e.g. to consumer/object), Delivery location (e.g. agreed point or object ID)
Timing logic: Triggered immediately after the driver marks the delivery as completed in the Driver App.
Order Delivery Failed
Order Delivery Failed
What it does: Alerts the customer that the delivery couldn’t be completed.
Trigger condition: Driver marks the delivery as “Failed.”
Recipients: Delivery Customer, Pickup Customer, Email Address
Parameters: None
Timing logic: Triggered immediately after the driver marks the delivery as failed in the Driver App.
Internal Planner Notifications – Trigger Events
While most communication triggers in Mover TMS are designed to keep customers informed, some are built specifically for internal planning workflows.
Route Optimization Unscheduled Task
Route Optimization Unscheduled Task
What it does: Notifies planners when an order couldn't be included in the route due to grouping rules or optimization constraints.
Trigger condition: Optimization job completes, but some tasks remain unscheduled.
Recipients: Email Address
Parameters: None
Route Optimization Job Failed
Route Optimization Job Failed
What it does: Alerts internal teams that the automated routing engine failed to generate a route.
Trigger condition: Optimization system encounters an error or invalid configuration.
Recipients: Email Address
Parameters: None
Route Optimization Job Failed
Route Optimization Job Failed
What it does: Notifies relevant stakeholders when an order is removed from a route (manually or automatically).
Trigger condition: Order is removed from a previously assigned route.
Recipients: Driver (SMS)
Parameters: None
Order Removed from Route
Order Removed from Route
What it does: Notifies relevant stakeholders when an order is removed from a route (manually or automatically).
Trigger condition: Order is removed from a previously assigned route.
Recipients: Driver (SMS)
Parameters: None
Order Put on Hold
Order Put on Hold
What it does: Indicates that an order is paused and not ready for routing.
Trigger condition: Order is marked as "On Hold" in the system.
Recipients: Phone Number, Email Address
Parameters: None
Your Organization Has Been Assigned a Route
Your Organization Has Been Assigned a Route
What it does: Sends an alert to contractor organizations when they’ve been assigned a route.
Trigger condition: Route is assigned to the organization.
Recipients: Phone Number, Email Address
Parameters: None
Timing: Can be configured for same day or day before the route starts.
Parameters Explained
Some triggers (especially ETA-based ones) support time-based control:
Parameter | What it does |
Earliest time before delivery/pickup window to send | Prevents the message from being sent too early before delivery time |
Minimum delay required to send | Prevents the message from being sent delay in delivery/pickup time is too short |
Minutes subtracted from estimate | Shortens the ETA communicated to the customer |
Minutes added to estimate | Extends the ETA communicated to the customer |
⚠️ These fields are mandatory (*) when setting up a delay-related trigger.
How to Set Up a Communication Trigger?
Step 1: Create a New Trigger
Go to Communication on the left - hand menu
Click New Trigger
Step 2: Define the Trigger:
Name your trigger descriptively (e.g. “Daytime Deliveries”)
Select one of the available triggers from the dropdown
You can define exactly where the trigger should apply by choosing tags (Routes, Stops, Orders)
Step 3: Set Parameters (if required)
For triggers that use ETA logic (e.g., delay), fill in the required time parameters explained above.
Step 4: Choose Recipients. Decide who should receive the message:
Pickup Customer
Delivery Customer
Custom Email Address
Step 5: Choose Message Type
SMS - for short, quick messages
Email - for detailed or branded messages
Step 6: Compose the Message
Fill in the required fields:
Name of the sender
Email address of the sender
Message subject ( e.g. "Delivery is delayed")
Message content - include text and placeholders like
{{ETA}},{{Customer Name}}
Note: Use Insert placeholder to personalize the message with dynamic data from the Booking or Route. Keep the message clear and breath to ensure readability across all email and SMS clients.
Adding a Tracking Link
You can include a live tracking link directly in your message using the dynamic placeholder {{TrackingLink}}. This will generate a unique tracking URL for each customer, allowing them to monitor the delivery progress in real-time.
Example (SMS):
"Hello {{CustomerName}}, your delivery is on its way. You can track your driver here: {{TrackingLink}}"
Example (Email):
"Your order is scheduled for delivery today. Click here to view live tracking details."
⚠️ Note:
The
{{TrackingLink}}placeholder is only available if Live Tracking is active for your organization.The link becomes active when the route is started or shortly before, depending on your Live Tracking configuration.
Step 7: Click Create Trigger.
Once created, the trigger is active and visible on your Communication overview.
Frequently Asked Questions
Will a message be sent even if a Booking has no Route yet?
Yes. Some triggers—like Order schedule triggered or Service schedule triggered—are based on the scheduled delivery or service time, not on whether the Booking has been assigned to a Route.
Can we notify contractors automatically?
Yes. The trigger Your organization has been assigned a route sends an email when a Route is assigned to a contractor Organization.
Is there a preview for messages before sending?
No built-in preview exists, but you can assign test tags or use custom email addresses to simulate and review the message flow before using it in production.
Summary
Communication Triggers in Mover TMS help automate key messages based on delivery and planning events.
Use them to:
Notify customers about upcoming or delayed deliveries
Alert planners about route issues or failed optimizations
Keep contractors and partners informed of their responsibilities
With support for tags, time-based parameters, and dynamic placeholders, Communication Triggers give you control over when and how information is shared across your logistics network.