Customer replies to notifications
Replies to Upper's default notification sender aren't monitored. Connect your own email or SMS sender so customer replies reach you directly.
When a customer replies to an email or text message that Upper sends them, where that reply goes depends on how your sender is set up. By default, Upper sends notifications from its own system addresses, and replies to those addresses aren't monitored. If you want customer replies to reach you, connect your own email or SMS sender.
Why this matters
If you expect customers to confirm receipt, ask a question, or flag a problem with a delivery, their reply needs to land somewhere you'll see it. With the default sender, a reply goes back to a system address that nobody reads. Connecting your own sender turns one-way notifications into a channel you can actually receive responses on.
Default sender behavior
Out of the box, email notifications are sent from Upper's system address, do-not-reply@upperinc.com. As the address name suggests, replies to it are not monitored or forwarded to you. If a customer replies to a default email, you won't see the message.
This is why the default email template footer reads as coming from a do-not-reply address. It signals to customers that the message isn't a two-way channel unless you've set one up.
How to receive customer replies
To receive replies, connect your own sender so messages come from an address or number you control. Upper does this through the Branded Notification section on the Notifications page, where you can configure your own email server (SMTP) for branded emails and your own Twilio account for SMS.
Open the Notifications settings
Go to Manage > Settings and open Notifications under the NOTIFICATIONS group.
Scroll to Branded Notification
At the bottom of the page, find the Branded Notification section and its Custom Email & SMS Configuration card.
Configure your own email or SMS sender
- Choose Email Configuration to connect your own SMTP server. You'll provide a From Name, From Email, username, password, SMTP host, and SMTP port, then use Test Connection before Save Changes.
- Choose SMS Configuration to connect your own Twilio account. You'll provide a phone number, your Twilio Account SID, and your Twilio Auth Token, then use Test Connection before Save Changes.
Save and verify
Once your own sender is connected, notifications go out from your email address or phone number, and customer replies come back to you on that same address or number.
The Branded Notification section is plan-gated. If your account doesn't include it, the option appears with a Pro badge and opens an upgrade prompt instead of the configuration drawer. Connecting your own email or SMS sender requires this capability.
Who receives the reply, at a glance
| Sender setup | Where customer replies go |
|---|---|
Default Upper sender (do-not-reply@upperinc.com) | Not received — not monitored or forwarded |
| Your own email server (SMTP) | Your email inbox |
| Your own SMS number (Twilio) | Your phone number |
If you can't connect your own sender yet, set expectations inside the notification template itself — for example, tell customers which phone number to call or which inbox to email instead of replying to the message.
Troubleshooting
Labels can differ by workspace. A workspace set up for service businesses may show Technician and Service wording (for example, "Out For Service") in place of the driver and Delivery labels used here. The sender behavior is the same.
Related
Customer notifications
Upper sends automated SMS and email updates to your customers as their delivery progresses, plus a live tracking page — cutting 'where's my order' calls.
Customize notification message templates
Edit notification message templates in Upper to match your brand voice. Use tags like Customer Name, Tracking Link, and times to personalize each message.