Introduction

Mover TMS allows you to automate communication with your customers and team throughout the delivery journey using Communication Triggers.

This guide will walk you through the five steps of setting up Communication Triggers:

Defining the Trigger Event
Setting Parameters
Choosing Recipient
Selecting Message Types
Composing Messages.

What Are Communication Triggers

Communication Triggers are automated messages sent when a specific event occurs in the last-mile delivery process. These events, like "Order Picked Up" or "Order Delivered", act as prompts for the TMS to send pre-written messages to the designated recipient.

For example, an email or an SMS can be sent to a customer when their order is delivered, or when the courier picks it up from the warehouse.

Benefits of Using Communication Triggers

Improved Customer Experience: Automated messages deliver the right information to the right stakeholder at the right time.
Increased Efficiency: By automating communication, you save time and resources compared to manually sending updates.
Reduced Errors: Pre-written templates ensure consistent and accurate information is delivered to your customers or your team.

Setting up a Communication Trigger

There is no right or wrong way of setting up Communication Triggers and the best triggers for you will depend on what you want to achieve. Before starting, consider what information would be most helpful to your customers and your team.

Step 1. Define the Trigger

Go to Communication
Click New Trigger or Add a trigger
Give it a Name: Choose a clear name that reflects the purpose of the trigger (e.g., "SameDay Deliveries").
Select the Trigger Event: This defines when the message is sent.

Here's a breakdown of the available trigger events:
- Customer-Facing Event Triggers
  - Order Delivery Arrived: Sends a message when the driver arrives at the delivery address but has not completed the delivery (useful for large locations or deliveries requiring signatures).
  - Order PickUp Completed: Sends a message when the driver has collected the order from the warehouse.
  - Order Delivery Completed: Sends a message upon delivery completion.
  - Order Delivery Failed: Sends a message if the delivery cannot be completed (e.g., no space or no one present to sign).
  - Order Delivery ETA Provided: Sends an estimated time until delivery (e.g., "Order arriving in 30 minutes").
  - Order Pickup ETA Provided: Sends the estimated time of arrival for the pickup.
  - Order Delivery Delayed ETA Provided: Notifies the customer if the delivery is delayed.
  - Order Schedule Triggered: Sends a message with a delivery timeframe.
  - Service Schedule Triggered:
  - Order Put on Hold: Notifies the customer when their order is on hold and not yet ready for routing.
- Internal-Only Event Triggers
  - Order Removed from Route: Useful to notify planners when an order 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.

⚠️ Update Alert: Tracking link now available for pickups!

We have enhanced the Order Pickup ETA provided trigger with the possibility of adding a tracking link to the customers. This means that in addition to receiving information about the pickup time, the pickup customer can now click a Track&Trace link and be informed where the driver is when expecting a pickup.

Name the trigger and select the trigger event Order Pickup provided.
Select the organisation the trigger should apply to
Enter any tags used to control the customer communications

4. Add time parameters to control when the message is sent

a. Minutes before pickup defines the latest time the message should be sent before the actual pickup. Set to 5 mins, the message to the customer will be sent out, but no later that 5 mins before pickup.

5. Minutes added and subtracted from estimate: these parameters are used to control the pickup window in the message: e.g. if set to +30 mins and -30 mins with an ETA of 15.00 hrs, then the message to the customer will set the pickup window to 14.30 to 15.30.

6. Choose recipient: pick the relevant recipient from the drop down list

7. Select if the customer should receive message via mail or sms/text

8. Compose message

a. Here you put together the message for your customer: add a sender name (your organisation)

b. In the message content, you can add information from the Placeholder drop down to construct a precise message to your client, consisting of order number, pickup time frame.

c. The placeholder now contains TrackingID, which is needed to generate the tracking link. For the tracking link to work, you will need to “wrap” the TrackingID into a URL that leads to your organisation’s tracking info. And for the pickup Track&Trace link you will need to append
?track=pickup in the end. This way the message system can tell the difference between a delivery and a pickup.
The link should look like this: https://tracking.company.xx/{TrackingId}?track=pickup

9. When the customer clicks the tracking link, the following screen will be displayed:

Define Who the Trigger Applies To: Choose from your Connections list which Organizations the trigger applies to.
Define the Tags: Set communication triggers for orders, routes or stops with specific tags. While these fields are not mandatory, we recommend defining tags for more granular control. Leaving these fields blank will mean your communications will be sent out for all orders owned by the designated organization.

Step 2: Set the Parameters

Parameters define additional conditions under which the message will be sent, such as time of day or delivery method. For trigger events that don't need parameters, the field will be empty.

Step 3: Choose Recipients

Define who will receive the message:

Delivery Customer: Sends the message to the person receiving the delivery.
Pickup Customer: Informs the contact at the pickup location (useful for removals or returns).
Email Address: Allows you to send messages to email addresses not linked to the order (e.g., internal stakeholders or gift recipients).

Step 4: Choose the Message Type

SMS: Ideal for short, time-sensitive updates.
Email: Suited for more detailed information.

Step 5: Compose the Message

For SMS:
- Fill Out the Name of the Sender
- Type the Message Content: Write the message or use placeholders like Order ID, customer’s name, tracking ID, etc.