Enable customer tracking pages
Turn on customer tracking pages in Upper by adding the Tracking Link tag to your notification templates so customers can open a live delivery tracking page.
Upper has a live, customer-facing tracking page for every stop. To put that page in front of your customers, include the Tracking Link tag in the notification messages you send them. Wherever the tag appears, Upper swaps in a clickable link, and the customer opens a page that shows their delivery status.
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 steps work the same way.
The tracking page is available on the Professional, Optimize, and Enterprise plans. On Professional, the page sends customers a dynamic tracking link with an ETA that updates as the route progresses. The live driver-on-map view (Show Map) requires the Optimize or Enterprise plan — on Professional, customers see the updating ETA without the live map.
How it works
The Tracking Link is a merge tag — text in square brackets that Upper replaces with real data when the message is sent. When a notification message contains [Tracking Link], the customer who receives it gets a tappable link to their tracking page.
Three of the built-in notification templates already include the Tracking Link in their default message, so on most accounts tracking is on as soon as those templates are turned on:
- Out For Delivery — sent when the stop is out for delivery.
- After Delivery — sent after a successful completion.
- Missed Delivery — sent when the stop could not be completed.
If you have edited a template and removed the tag, or you are writing a message from scratch, add the Tracking Link back in using the steps below.
Before you start
- Where it lives — Notification templates are on the Notifications settings page, in Manage > Settings, under the NOTIFICATIONS group.
- A channel turned on — The link rides inside a message, so the channel you want to use (Email or Text Message/SMS) needs to be enabled, and the template you are editing needs to be on.
Add the Tracking Link to a template
Open the Notifications settings
Go to Manage > Settings, then open Notifications in the NOTIFICATIONS group.
Open a template's editor
Find the template you want — for example Out For Delivery — and click the edit (pencil) icon on its card to open the message editor.
Insert the Tracking Link tag
Place your cursor where you want the link to appear in the Message field, then select Tracking Link from the tags. Upper inserts [Tracking Link] into the message. (For email, you can also write a Subject; the link belongs in the message body.)
Check the preview
Use the What your customers will see preview to confirm the tag resolves to a real tracking link in the sample message.
Save
Click Save. The next notifications sent from this template will include the tracking link.
Add the Tracking Link to your Out For Delivery message first. The customer gets the link as soon as the stop is out for delivery, so they can check the status on their own instead of calling to ask where their order is.
Example message
A simple Out For Delivery message might read:
Your [Company Name] order is on the way. Track it at [Tracking Link]
When the customer receives it, [Company Name] becomes your company name and [Tracking Link] becomes a clickable link to their tracking page.
The Tracking Link works in both Email and SMS messages, and on any of the notification templates that send a message to the customer. In SMS, the message has a character counter and is billed by segment, so a long link still counts toward the length.
Related
Customize tracking page branding and colors
Upload your logo and set brand and font colors on the Upper tracking page from Settings > Branded Tracking. Enterprise adds white-label options.
Generate and share tracking links
Upper builds a unique tracking link for every stop and sends it to customers automatically. Add the Tracking Link tag to a notification template to turn it on.