Mover TMS helps you automate how and when information is shared with customers, partners, and your internal team. With Communication Triggers, you can send email or SMS updates automatically - based on key delivery events like ETA, arrival, or failed deliveries.
This guide explains how to:
Understand trigger events and parameters
Set up communication triggers step-by-step
Use tags and filters to tailor messaging
Ensure efficient and timely delivery updates
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.
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) that control whetver to send |
Recipients | Customer, Planner or external contact who received the message |
Message Type | Email or SMS |
Message Content | The text or template that gets sent (can include dynamic placeholders) |
Available Trigger Events
Customer-Facing Events
Trigger Event | Description |
Order delivery arrived | Notifies the customer when the driver reaches the delivery location |
Order pickup completed | Confirms pickup was completed |
Order delivery completed | Confirms successful delivery |
Order delivery failed | Alerts if the delivery stop couldn't be completed |
Order delivery ETA provided | Sends ETA to the delivery customer |
Order pickup ETA provided | Sends ETA to the pickup contact |
Order delivery delayed ETA provided | Alerts the customer of a delayed ETA |
Order schedule triggered | Notifies recipient about a scheduled delivery timeframe |
Service schedule triggered | Sends scheduled time for services (no pickup location) |
Internal Planner Notifications
Trigger Event | Description |
Order removed from route | Informs planners when a booking is removed from a route |
Route optimization unscheduled task | Informs planners of an unscheduled order due to grouping rules. |
Route optimization job failed | Alerts planners of failed route planning jobs. |
Order put on hold | Indicates a booking is paused and not ready for planning |
Your organization has been assigned a route | Alerts that your company is now responsible for a route |
Parameters Explained
Some trigger events - like Order delivery delayed ETA provided for example - require you to define parameters that control when the message should be sent.
These are the fields shown in the TMS and what each one means:
Field Name | Description |
Minutes added to estimate * | Adds time to the current ETA before it is included in the message. |
Minutes subtracted from estimate * | Subtracts time from the current ETA to set a lower threshold. |
Minimum minutes delayed before sending * | The ETA must be delayed by at least this many minutes compared to the original estimate. |
Minimum minutes prior to planned delivery before sending * | The message will not be sent unless it's within this many minutes of the planned delivery time. |
⚠️ 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
Yoy 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.