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 |
About Trigger Events
Below is a full list of all available Communication Triggers in Mover TMS, grouped into customer-facing events and internal planner notifications.
Each trigger name can be expanded to view more details - including when it’s triggered, who it sends messages to, available parameters, etc.
Order Pickup Completed
Order Pickup Completed
What it does: Confirms the driver has completed the pickup.
Trigger condition: When pickup is marked "Completed" in the Driver App.
Recipients: Pickup customer, Delivery customer, Email addresses
Parameters: Minutes added to estimate, Minutes subtracted from estimate
Timing: Same day
Order Delivery Failed
Order Delivery Failed
What it does: Notifies the recipient when a delivery fails.
Trigger condition: Driver marks stop as failed.
Recipients: Delivery customer, Pickup customer, Email addresses
Parameters: None
Timing: Same day
Order Delivery Delayed ETA Provided
Order Delivery Delayed ETA Provided
What it does: Alerts the customer of a delayed delivery ETA.
Trigger condition: Delay on the route that exceeds minimum thresholds.
Recipients: Delivery customer, Pickup customer, Email addresses
Parameters: Minutes added to estimate, Minutes subtracted from estimate, Minimum minutes delayed before sending, Minimum minutes prior to planned delivery before sending
Timing logic: Running estimates based on stops ahead, Requires more than 3 minutes of ETA shift
Order Pickup ETA Provided
Order Pickup ETA Provided
What it does: Informs the pickup contact about estimated pickup time.
Trigger condition: When the route is created and pickup is scheduled.
Recipients: Pickup customer, Delivery customer, Email addresses
Parameters: Minutes before pickup, Minutes added to estimate, Minutes subtracted from estimate
Supports: Tracking link using {{TrackingID}}
Timing logic: Sent based on ETA logic and route creation
Order Pickup Delayed ETA Provided
Order Pickup Delayed ETA Provided
What it does: Notifies the pickup customer that the original pickup ETA will not be met.
Trigger condition: Delay on the route that affects pickup timing.
Recipients: Pickup customer, Delivery customer, Email addresses
Parameters: Minutes added to estimate, Minutes subtracted from estimate, Minimum minutes delayed before sending, Minimum minutes prior to planned pickup before sending
Supports: Tracking link using {{TrackingID}}
Timing logic: Same setup and logic as Order Pickup ETA, but based on delay thresholds
Order Schedule Triggered
Order Schedule Triggered
What it does: Sends a planned delivery or pickup window—useful even before routing.
Trigger condition: When the order is planned
Recipients: Pickup customer, Delivery customer, Email addresses
Parameters: Minutes added to estimate, Minutes subtracted from estimate, Schedule ID, Update route stop timeframe
Timing: X days before delivery or pickup (based on planned date)
Service Schedule Triggered
Service Schedule Triggered
What it does: Sends a message with the planned service window.
Trigger condition: When a service (not pickup/delivery) is scheduled
Recipients: Delivery customer, Pickup customer, Email addresses
Parameters: Minutes added to estimate, Minutes subtracted from estimate, Schedule ID, Update route stop timeframe
Timing: X days before service time
Order Delivery ETA Provided
Order Delivery ETA Provided
What it does: Sends the estimated delivery time after route has started.
Trigger condition: Driver starts the route and ETA is calculated
Recipients: Delivery customer, Pickup customer, Email addresses
Parameters: Minutes before delivery, Minutes added to estimate, Minutes subtracted from estimate
Timing logic: Triggered when route changes update ETA by >3 mins
Order Delivery Arrived
Order Delivery Arrived
Order Delivery Arrived
Purpose: Notifies the recipient when the driver reaches the delivery location.
Trigger event: Driver clicks “Arrived” in the Driver App.
Parameters: None
Send to: Delivery Customer, Pickup Customer, Email Address
Timing: Same day
Internal Planner Notifications
Order Removed from Route
Order Removed from Route
Purpose: Notifies planner when a booking is removed from a route.
Trigger event: Order is manually or automatically removed from route
Parameters: None
Send to: Driver
Route Optimization Unscheduled Task
Route Optimization Unscheduled Task
Purpose: Alerts planner that an order wasn’t assigned due to grouping rules.
Trigger event: Route optimization excludes a task
Parameters: None
Send to: Email Address
Order Put On Hold
Order Put On Hold
Purpose: Indicates a booking is paused and not yet ready for routing.
Trigger event: Order is marked as “On hold”
Parameters: None
Send to: Phone Number, Email Address
Your Organization Has Been Assigned a Route
Your Organization Has Been Assigned a Route
Purpose: Notifies your team when your company is assigned a new route.
Trigger event: Route is assigned to your organization (as contractor)
Parameters: None
Send to: Phone Number, Email Address
Timing: Same day or day before, depending on route start
Parameters Explained
Some triggers (especially ETA-based ones) support time-based control:
Parameter | What it does |
Minutes added/substracted from estimate | Defines the ETA window |
Minimum minutes delayed before sending | Ensures only significant delays trigger alerts |
Minimum minutes prior to planned time | Prevents premature alerts |
Minutes before pickup | Latest time the pickup ETA message can be sent |
⚠️ 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 evailable 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.
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.