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.
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.
For Email:
Fill Out the Name of the Sender
Add the Sender’s Email Address
Add a Message Subject
Compose the Email Text
Step 6: Create the Trigger.
Your trigger will be available on the Communication page, where you can make changes whenever you want by simply clicking anywhere on the trigger.
