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.
Edit the message your customers receive for each notification event so it matches your brand voice and carries the details that matter. Each template has its own editor where you can rewrite the text and drop in tags like Customer Name, Tracking Link, and delivery times that fill with real data when the message sends.
Default templates work out of the box, but customized messages — with your wording and the right level of detail — read like communication from a real business rather than a system.
Labels can vary by workspace. This article uses the default delivery labels. A workspace set up for service businesses may show "Service" wording instead (for example, "Out For Service"), but the template editor works the same way.
Before you start
- Where it lives — Notification templates are on the Notifications page in the NOTIFICATIONS group. Go to Manage > Settings, then open Notifications.
- Channels are edited separately — Email and SMS each have their own version of every template. Edit the channel you want to change.
- A channel must be on — Per-template cards only appear when the master Email delivery updates or Text Message (SMS) toggle for that channel is on.
Templates you can customize
Each channel (Email and SMS) exposes the same event templates, each with its own enable/disable toggle:
- Out For Delivery — sent when the stop is out for delivery.
- After Delivery — sent after a stop is completed successfully.
- Missed Delivery — sent when a stop could not be completed.
- Notify to Next Customer — a heads-up to the upcoming customer that the driver is approaching. This template only appears when your account has the "notify upcoming customer" setting enabled, so you may not see it on every account.
Customize a template
Open the Notifications page
Go to Manage > Settings, then open Notifications in the NOTIFICATIONS group. Make sure the master toggle for the channel you want — Email delivery updates or Text Message (SMS) — is on so its template cards are visible.
Open the template editor
Find the template you want to change and click its edit (pencil) icon. A modal opens, titled with the template name.
Edit the subject (email only)
For email templates, edit the Subject field. It has a /50 character counter that turns red if you go over 50 characters. An empty subject shows "Please enter subject" and blocks saving.
Edit the message
Rewrite the Message field. An empty message shows "Please enter message" and blocks saving.
- SMS shows a
/140character counter (it turns red over 140) and a live "This message will send in N segment(s)." indicator. Saving is blocked if the message exceeds the SMS limits. - Email shows "Email will be sent from do-not-reply@upperinc.com" in place of a counter.
Insert tags
Click a tag chip to drop it into the field as a token in square brackets — for example, [Customer Name]. You can select the same tag more than once. When the message sends, each tag fills with that stop's real data.
Review the preview
Check the What your customers will see pane. It renders your message with sample data and shows the resolved tracking link, so you can confirm the wording and tags before saving.
Save
Click Save. New notifications for that event use the updated template.
For SMS, keep messages within the /140 counter where you can. The editor shows how many segments a message will send in — shorter messages send as a single segment.
Available tags
Tag chips insert dynamic data wrapped in square brackets. The available tags include:
- Company Name
- Customer Name
- Customer Business Name
- Customer Email
- Customer Phone
- Delivery Date
- Delivery Time
- Earliest Time
- Latest Time
- Tracking Link
- Arriving In
Helper text in the editor notes that you can select a single tag multiple times.
Choose which stop types trigger a template
Each template card has a stop-type selector ("Select stop types") with three options: Delivery, Pickup, and Stop. Use it to control which kinds of stops send that template. By default all three are selected.
The Company Name field at the top of the Notifications page fills the [Company Name] tag in your templates, and the Choose Date Format dropdown controls how dates render. Set those once and they apply across every template that uses them.
Related
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.
Customize notification templates
Rewrite Upper's email and SMS notification templates in your own voice, insert dynamic tags like customer name and tracking link, then preview before saving.