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.
Upper sends customers automatic updates when their stop is out for delivery, completed, or missed. You can rewrite the wording of each message so it sounds like your business, and drop in dynamic tags — customer name, delivery time, tracking link — that fill in automatically for every stop.
Templates are edited in Manage > Settings > Notifications. Email and SMS are configured separately, so you can write a richer email and a tight, time-sensitive text.
Labels follow your workspace. A workspace set up for service businesses may show Out For Service, After Service, and Missed Service instead of the Delivery wording used here. Both refer to the same templates.
What you can edit
Each channel — Email and SMS — exposes the same event templates, and each template has its own enable/disable toggle:
- Out For Delivery — sent when the stop goes out for delivery.
- After Delivery — sent after the stop is completed successfully.
- Missed Delivery — sent when the 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.
For each template you can edit the message wording, insert tags, and choose which stop types it applies to. Email templates also have an editable Subject line.
Edit a template
- Go to Manage > Settings > Notifications.
- Make sure the channel's master toggle — Email delivery updates or Text Message (SMS) — is on. When a channel is off, its template cards are hidden.
- Find the template you want to change (for example, Out For Delivery) and open its editor.
- Email only: edit the Subject line. The Subject has a
/50character counter that turns red if you go over. - Edit the Message text. Write in your own brand voice and keep the meaning clear.
- Insert dynamic tags where you want live data to appear — see Available tags below. You can use the same tag more than once.
- Check the What your customers will see preview pane. It renders your message with sample data and shows the resolved tracking link.
- Click Save.
Email and SMS are independent templates. Use email for fuller detail and SMS for a short, time-sensitive headline. SMS is billed per segment, so trimming the message keeps each send to a single segment.
Available tags
Tags are clickable chips that drop a token in [Square Brackets] into your message. When the notification sends, each tag is replaced with that stop's real value. You can select a single tag multiple times.
| Tag | What it inserts |
|---|---|
| Company Name | Your company name (set at the top of the Notifications page) |
| Customer Name | The customer's name from the stop |
| Customer Business Name | The customer's business name, if recorded |
| Customer Email | The customer's email address |
| Customer Phone | The customer's phone number |
| Delivery Date | The delivery date |
| Delivery Time | The delivery time |
| Earliest Time | Start of the delivery time window |
| Latest Time | End of the delivery time window |
| Tracking Link | Link to the customer's live tracking page |
| Arriving In | How soon the driver is expected |
The date shown by the Delivery Date tag follows the Choose Date Format setting at the top of the Notifications page (for example, "May 31, 2026" or "05/31/2026").
Choose which stop types a template applies to
Each template has a Select stop types picker with three options: Delivery, Pickup, and Stop. Only the stop types you select will trigger that template, so you can, for example, send an "Out For Delivery" message for deliveries but not for pickups.
Character limits and sending details
- Email Subject —
/50character counter; the counter turns red past 50. An empty subject blocks saving. - SMS Message —
/140character counter with a live "This message will send in N segment(s)." indicator. Save is blocked if the message exceeds the SMS limits. - Email sender — by default, emails are sent from do-not-reply@upperinc.com. To send from your own address, see Use your own email for notifications.
Troubleshooting
Related
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.
Customize the tracking page appearance
Tailor your Upper customer tracking page: upload a logo, set brand colors, choose what customers see, and control proof of delivery from one Settings page.