Skip to main content

Automate Customer Updates with Communication Triggers in Mover TMS

Augustina Bridge avatar
Written by Augustina Bridge
Updated over 3 weeks ago

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

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.

Did this answer your question?