Communications and Notification Settings

In this article, you'll discover how to set up automatic SMS notifications, anonymize communications between driver and recipient, and set up dependency notifications (if applicable).

This article covers:

Notification Settings

The Communications tab allows an admin to set up and customize any number of automated SMS messages that can be sent to a recipient based on varying driver actions and triggers.  

(Note: there can only be one notification per trigger). Below the notifications window you will have the option to select the language in which you would like to communicate with your customers.

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In this section, you will see the automated notifications that have already been configured.

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Adding a new automated message

By clicking this button, a dispatcher can add new messaging based on various driver actions. The exact messaging of these notifications can be completely customized along with task specific tags.

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Triggers

Choose a trigger for the notification:

  • Task Started Triggered when the driver starts the task from the driver app.
  • ETA is Triggered when the ETA falls below a certain threshold, which you specify.
  • Driver Arriving Triggered when the driver is within 150 meters (~500 feet) of the destination.
  • Task Completed Triggered when the driver completes the task from driver app and marks it as succeeded.
  • Task Failed Triggered when the driver completes the task from the driver app and marks it as failed.
  • Dependency Started Triggered when the driver has started a task that has dependent tasks linked  to it. A notification will be sent out to all recipients attached to the dependent tasks. For more information, please review Dependency Notifications below
  • Dependency Completed Triggered when the driver has completed a task that has dependent tasks linked to it. A notification will be sent out to all the recipients attached to the dependent tasks.

 

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Create your message by entering text or tags into the field.

Tags

Tags are variables that are replaced with text at the time the notification is sent. You can see a preview of what these tags translate into at the bottom of the notification details view.

  • Recipient Name - {recipientName} - The name of the recipient for this task
  • Driver Name - {workerName} - The driver assigned to this task
  • ETA - {eta} - The estimated time to arrival for the driver to reach the recipient
  • Vehicle Description - {vehicleDescription} - The year, make, model of the vehicle used by the driver
  • License Plate - {vehicleLicensePlate} - The driver's license plate
  • Driver Phone number - {workerPhone} - The driver's phone number
  • Task ID - {taskShortId} - The Task ID, as seen from the Onfleet dashboard
  • Address (Short) - {destinationAddressShort} - The recipient's street address (without city, state, or zipcode)
  • Address (Long) - {destinationAddressLong} - The recipient's street address (including city, state, and zipcode)
  • Tracking Link - {trakLink} - a link that the recipient can click on to track the driver's location in real-time (to customize this web view, see recipient tracking page). Once a task has been completed, this link can be enabled to automatically convert into a feedback page
  • Organization Name - {creatorName} - The name of your organization, as specified in Admin settings
  • Executor Name - {executorName} - The name of the organization that has been delegated to complete this task (for use with connected organizations)
  • Merchant Name - {merchantName} - The name of the organization that originally created this task (for use with connected organizations)

We do our best to handle various circumstances appropriately, for example:

  • If a task is started when the driver is within 150 meters of the destination and you have notifications set up with Task Started, ETA and Driver Arriving triggers, we will only send the Driver Arriving notification.
  • If the driver loses connectivity when the ETA is 12 minutes and re-gains it when the ETA is 6 minutes, but there is a 10 minute trigger set up, it will use the actual ETA (6 minutes) in the notification that gets sent, provided you used the appropriate {eta} tag rather than entering "10 minutes" directly into the notification text.

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Removing or editing a message

Notifications can be removed or edited by clicking the buttons depicted below. Editing can also be initiated by double clicking on the message.

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Notifications language

The preferred language of your notifications can be configured with this dropdown.

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Route calls and messages to

An admin can select whether to route calls coming from the recipient directly to the driver performing the task or route all of the calls back to the organization by choosing "Dispatcher". The number found in the settings of the Admin account (Settings > User Settings > Phone number) is where those calls will be routed (for example, some organizations choose to use a Customer Service line).  For more information on configuring organizational settings, click HERE.

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Anonymize communications

By checking this box, an admin can choose to anonymize all customer to driver communications. If this is selected, the phone numbers of all parties will be anonymized and communications will be limited to active tasks.

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From the Communications tab in Settings, you can choose whether the phone numbers of your drivers and recipients are anonymized during communications. This is done by routing calls and messages through our telephony provider, using an Onfleet phone number.

 

 

Anonymization protects the privacy of both parties (your drivers won't see your recipients' phone numbers and vice versa) and prevents further communication outside of an active task.

If you decide not to enable anonymization, voice and SMS communications between drivers and customers will not be routed through our telephony provider and will therefore display the actual contact number of either party.

Note: All trigger-based, automatic SMS notifications are inherently anonymous, as they must be dispatched to recipients via our telephony provider using either an Onfleet number or your custom organization number.

You can select how you want recipient communication to be routed. By default, the option to route calls and messages to 'Drivers' is selected. This means when the task is active and the recipient calls or texts a response, the communication will be routed to the Driver.

If the recipient responds after the task is completed, we make every attempt to determine the intended organization and send an email with the details to the organization's email address. If however, your organization has a Dedicated Phone Number, the recipient's communication after the task is completed will be routed to the Admin phone number as defined in your Dashboard Settings > Profile section. Should the Admin phone number listed not accept SMS, the recipient communication will be routed as stated above.

If you select the option to route calls and messages to 'Dispatcher', then all communication from recipients will be routed to the Dispatcher phone number.

 

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If you prefer to use a local phone number to deliver notifications to your customers, we can set you up with a unique, dedicated line.

Billing note: A dedicated phone number is included with all Premium and Professional plans. For more details please visit our pricing page.

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Dedicated Phone Numbers

If you prefer to use a local phone number to deliver notifications to your customers, we can set you up with a unique, dedicated line.

Billing note: A dedicated phone number is included with all Premium and Professional plans. For more details please visit our pricing page.

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Disable Notifications

To disable notifications for an individual recipient, open a task of theirs by double-clicking it, or simply locate the recipient via Search. Next, double-click the Recipients section. Click the Edit button and then check the box to the left of Disable notifications for... Once saved, this recipient will no longer receive automated SMS notifications.     

                 

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Additionally, our telephony providers will handle the following messages on long codes in accordance with industry standards (Note: This is entirely independent of Onfleet opt-out settings and will not be reflected in the recipient profile in the dashboard).

STOP will stop customers from receiving messages from your Onfleet number.

HELP will return a message informing the customer that they can use the above commands to control the delivery of messages.

If your recipient sent a STOP request by accident, please have them text 'START' from the same number and let us know by emailing support@onfleet.com so that we may restore their Onfleet notifications preferences.

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Dependency Notifications

You can create custom SMS notifications to are automatically sent to your recipients when a driver has started and/or completed a task (pickup or dropoff) that has dependent tasks linked to it.

If a task has been started and/or completed that has dependent tasks linked to it, a notification will be sent out to all recipients attached to the dependent tasks.

To set up notifications for linked tasks, please see Create a notification.

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