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.
Every stop in Upper has its own customer tracking link. You don't generate or copy-paste anything: once the Tracking Link tag is in your notification template, each customer gets their own link delivered automatically by email or SMS.
Your workspace may use service labels instead of delivery labels. Where this article says Out For Delivery, After Delivery, or driver, a service-configured workspace shows Out For Service, After Service, and technician. Both control the same notifications.
The tracking page these links open is available on the Professional, Optimize, and Enterprise plans. On Professional the page shows a dynamic ETA that updates as the route progresses; the live driver-on-map view requires the Optimize or Enterprise plan.
How sharing works
The tracking link is included in the message customers receive, not sent separately. When a notification template fires for a stop, Upper resolves that stop's unique link and drops it into the message wherever you placed the Tracking Link tag. So the link shares itself as part of your normal notifications — there's no per-stop step for your team.
Tracking links travel inside the four notification templates Upper offers on each channel (email and SMS):
- Out For Delivery — sent when the stop is out for delivery.
- After Delivery — sent after the stop is completed.
- Missed Delivery — sent when the stop couldn't be completed.
- Notify to Next Customer — a heads-up to the upcoming customer that the driver is approaching. This template only appears on accounts that have it enabled.
Before you start
- A notification channel is on. The link rides inside email or SMS notifications, so at least one channel must be enabled on the Settings > Notifications page. SMS has additional plan and setup requirements — see Notification types: SMS and email.
- Customer contact details on each stop. A customer email address (for email) or phone number (for SMS) so the message can reach them.
Add the tracking link to a template
The Tracking Link tag is included in Upper's default templates. If you've cleared it, or you're writing a template from scratch, add it back from the template editor.
Open Notifications
Go to Manage > Settings, then open Notifications in the Notifications group.
Edit a template
Find the template you want — for example Out For Delivery — and click its edit (pencil) icon to open the editor.
Insert the Tracking Link tag
In the Message field, place your cursor where the link should appear, then click the Tracking Link chip in the tag list. Upper inserts [Tracking Link] at that spot. You can add it to the Subject or Message wherever it fits the wording.
Check the preview and save
Look at the What your customers will see preview — it renders the message with sample data and shows the resolved tracking link in place of the tag. When the wording looks right, click Save.
Repeat for each template you want to carry a link — Out For Delivery, After Delivery, Missed Delivery — and for both the email and SMS versions if you use both channels. Each template has its own copy and its own tag list.
What the customer receives
The tag is replaced with that stop's live link when the message goes out. For example, a message written as Your order is on the way! Track it here: [Tracking Link] arrives with the tag replaced by the customer's own tracking link, which opens the live tracking page for their stop.
Each link is unique to one customer's stop. The link stays active as the route progresses, so customers can reopen it any time to check status. To control what the linked page shows, see Customize the tracking page appearance.
If a link still isn't reaching customers, contact us at support@upperinc.com.
Related
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.
Handle customer complaints about delivery issues
Upper has no built-in complaint inbox. Use proof of delivery on the tracking page plus your notification history to investigate and resolve delivery disputes fast.