Help center
Set up customer notifications
To keep customers updated, open notification settings, turn on the order events you want to announce, pick email, SMS, WhatsApp or push for each, then send yourself a test order.
Steps
Step 1: Open notification settings
In ScrollEngine, open Settings, then Notifications. Each order event has its own message on each channel.
Step 2: Choose the events to announce
Turn on the events customers care about, such as out for delivery, delivered, rescheduled, ready for pickup and picked up. Start with a few; you can add more later.
Step 3: Pick a channel for each event
For each event, choose email, SMS, WhatsApp, push or a mix. Short, time-sensitive updates such as out for delivery suit SMS or WhatsApp; confirmations with proof of delivery suit email.
Step 4: Connect your messaging providers
Email can go out through your own SendGrid, Mailgun or SMTP account, so messages come from your domain. SMS and WhatsApp send through a messaging provider you connect, such as Twilio. Add the keys in the app's API keys and integrations settings.
Step 5: Write the messages
Edit each message's wording and add the tracking link so customers can follow the driver. Design emails in the drag-and-drop editor. WhatsApp messages use templates that must be approved before they can send.
Step 6: Test with your own order
Place an order with your own email and phone number and move it through each status. Check every message arrives on the right channel with the right details and a working tracking link.
Features in this article
- Multi-channel status notificationsLive
- Branded live tracking pageLive
- At-risk and late alertsLive
What this is for:
See the setup for ShopifyBefore you start
- Decide which channels you'll use. SMS and WhatsApp need an account with a messaging provider; WhatsApp also needs approved message templates, which can take time, so start early.
- Set up your tracking page first so the link in each message shows your branding: see Customize the tracking page.
Good to know
Pickup orders have their own ready-for-pickup message: see Send ready-for-pickup notifications.
Related articles
Troubleshooting
If it doesn't work.
Check the template's approval status in notification settings. Messages send only from approved templates. Also check the customer's phone number includes its country code.
Check that the order has a phone number with its country code, that SMS is turned on for that event, and that your messaging provider account has credit.
Send from your own domain through your own email provider, and set up the SPF and DKIM records your provider gives you. Keep subject lines plain and specific to the order.
Yes. At-risk and late alerts, GPS-off alerts and status changes can go to the dashboard and to Slack, so dispatchers hear about a problem before the customer does.