The app can tell your customers when their delivery is planned, when the vehicle is on its way, when it is late, delivered or couldn’t be delivered, and ask them to pick a time. It also emails your staff the day’s routes and each driver their own. Choose which messages go, and change their wording, under Settings › Messages.
The messages #
| Message | Goes to | When | On by default |
|---|---|---|---|
| Your delivery window | Customer | The half-hour the vehicle is planned for. Choose When to send it: Do not send it, When the routes are sent to the drivers or At an hour on the day (7 by default). | No |
| On my way | Customer | When the driver taps On my way, with the next half-hour window. | No |
| Running late | Customer | When the vehicle hasn’t reached the stop a number of minutes after its window (15 by default). | No |
| Delivered | Customer | When the driver marks the stop done. Only while Settings › Delivery and proof is set to With our delivered email; otherwise Shopify sends its own. | Yes |
| Couldn’t deliver | Customer | When the driver couldn’t deliver, with the reason and a link to pick a new time. | Yes |
| Pick a delivery time | Customer | When an order arrives without a delivery day, with a link to pick one. | Yes |
| Delivery time changed | Customer | When the day or time of a delivery changes, with a link to change it. | Yes |
| Day sheet | Your staff | Each morning, the day’s routes and stops, one email per location. | Yes |
| Driver: routes for tomorrow | The driver | When you send the routes: their routes for the day and their sign-in link. | Yes |
Each message goes once for a stop. A collection gets its own wording, for example “We will collect your rental between 10:00 AM and 10:30 AM”.
Running late is checked every few minutes. Plan the day shows late stops either way. The Day sheet hour (6 by default) and its extra addresses are under Day sheet: “Your store email and notification addresses always get it.” Nothing is sent on a day with nothing on.
Change the wording #
- Open Settings › Messages.
- Turn Send this message on or off.
- Change the Subject and the Text. Leave them empty to use the wording the app ships with. You can use lists the merge tags for that message, for example
{customer_first_name},{order_number},{date},{from},{to}and{track_link}. - Enter an address under Send a test to and click Send a test to see it in your inbox.
- Click Save.
Emails are sent from your store address. The messages are in English.
The delivery page #
The links in the customer messages open a page on your store about that one delivery: Your delivery (or Your collection), its state (Planned, On the way, Delivered at …, We couldn’t deliver), and the day and window. When the order needs a time, or a delivery failed, it has Pick a delivery time or Pick a new time. The page never shows the address, the customer’s name or the driver’s name. To add the driver’s first photo, turn on Show the delivery photo on the customer’s delivery page under Settings › Delivery and proof.
The link works for 180 days. After that the page says “This link has expired”.
Texts #
Texts go from your own Twilio account, so Twilio bills you for them. The app adds no charge. Texts come with the Ultimate plan.
Set up texts #
Under Settings › Messages › Text messages:
- Turn on Send text messages.
- Enter your Twilio Account SID and Twilio Auth token. Once saved, the page only shows their last four characters; Forget the Twilio details clears them.
- Enter the From number or sender ID: your Twilio number, like +12175550100, or a sender ID of up to 11 letters and digits where your country allows one. For a US number registered for A2P 10DLC, enter the Messaging Service SID (optional) instead.
- Set the Country for phone numbers without a country code. Empty uses the country of your store’s time zone.
- Click Check the Twilio account, then Send a test text to your own phone.
Who gets texts #
Who gets texts chooses between Every customer with a phone number, unless they said no and Only customers who said yes. Stores in the EU, the UK and Switzerland default to Only customers who said yes.
Customers answer with the Text me about my delivery box on the day picker. It starts ticked for “unless they said no” and empty for “only customers who said yes”. The line under the box is yours to change under Line under the box on the day picker. By default it says “Delivery updates by text to the phone number you give at checkout. Message and data rates may apply. Reply STOP to opt out.” The Schedule’s stop drawer shows each customer’s answer.
Quiet hours and limits #
| Setting | Default | What it does |
|---|---|---|
| No texts from and Until | 21:00 to 08:00 | Your store’s time. On my way and Running late aren’t sent at night. Set both times the same to send at any hour. |
| Other texts at night | Send them in the morning | Or Do not send them. |
| Most texts a day | 500 | The page shows how many went today. |
Choose what goes by text #
Each customer message that can go by text has Send it by:
- Email;
- Email and text message;
- Text message (email when it cannot go): only for On my way, Running late and Couldn’t deliver.
Delivered, the Day sheet and the driver’s routes always go by email. Leave the Text message box empty to use the app’s wording. Each text starts with your store name, carries its link and ends with “Reply STOP to opt out.” Keep it short: a text over 160 characters is sent and charged as more than one.
Plans #
- Your delivery window is on every plan. The other customer messages are part of the Pro plan. On Free and Regular, they’re saved but not sent.
- The Day sheet and the driver’s routes go on every plan.
- Texts are part of the Ultimate plan.
Good to know #
- With the Rentals & Bookings link on, this app’s Day sheet replaces the Rentals & Bookings day sheet and lists the rental deliveries too. See Delivery Routing with Rentals & Bookings.
- Orders already in Shopify when you install the app don’t get Pick a delivery time. Use Send reminder on the Deliveries page: see Orders, stops and the Deliveries page.
