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:
Trigger that can be activated right after the order is created in the Mover system:
Order Schedule Triggered
These triggers activate when an order has been successfully planned or routed:
Order Pickup ETA Provided
Order Pickup Delayed ETA Provided
Order Delivery ETA Provided
Order Delivery Delayed ETA Provided
Your Organization Has Been Assigned a Route
Triggered once the driver arrives at or completes the pickup:
Order Pickup Completed
Order Delivery Arrived
These triggers are activated upon delivery or if a delivery attempt fails:
Order Delivery Completed
Order Delivery Failed
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 Job Failed
Route Optimization Job Failed
Order Removed from Route
Order Put on Hold
Your Organization Has Been Assigned a Route
Parameters Explained
Some triggers (especially ETA-based ones) support time-based control:
Parameter | What it does |
Latest notification allowed before delivery | Prevents the message from being sent too close to delivery time |
Minutes added to estimate | Extends the ETA communicated to the customer |
Minutes substracted from estimate | Shortens 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 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.
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.