What notification triggers are available
Upper has four built-in notification triggers: Out For Delivery, After Delivery, Missed Delivery, and Notify to Next Customer — each with its own toggle and stop-type scope.
Upper sends customer notifications at key moments during a delivery. There are four built-in trigger types, and each one has its own enable/disable toggle and its own settings — so you choose exactly which moments your customers hear about, and on which kinds of stops.
Each trigger is also available on both channels. Email and SMS expose the same four triggers, edited separately, so you can run a different mix on each channel.
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" and "After Service" — but the triggers work the same way.
The four triggers
Each channel (Email and SMS) exposes the same four trigger types. Each has its own toggle, its own editable message, and a stop-type scope.
Out For Delivery
Sent when the stop is out for delivery.
Default message: Your [Company Name] order is on the way and will be delivered between [Earliest Time] and [Latest Time]. Track it at [Tracking Link]
Use this to let customers know their order is on the way and give them an arrival window to plan around.
After Delivery
Sent after a stop is completed successfully.
Default message: Your [Company Name] order was successfully delivered on [Delivery Date] at [Delivery Time]. Details at [Tracking Link]
Use this to confirm the delivery and point customers to the tracking page, where they can see proof of delivery details.
Missed Delivery
Sent when a stop could not be completed.
Default message: We tried to deliver your [Company Name] order on [Delivery Date] at [Delivery Time] but were unable to reach you. Details at [Tracking Link]
Use this so customers know an attempt was made and can take the next step.
Notify to Next Customer
A heads-up to the upcoming customer that the driver is approaching.
The Notify to Next Customer trigger only appears when your account has the "notify upcoming customer" setting enabled, so you may not see it on every account.
Choose which stop types each trigger applies to
Each trigger card has a stop-type selector ("Select stop types") with three options: Delivery, Pickup, and Stop. Use it to control which kinds of stops fire that trigger. By default all three are selected.
| Stop type | What it covers |
|---|---|
| Delivery | Standard delivery stops |
| Pickup | Pickup locations |
| Stop | General stops |
Turn triggers on or off
Open the Notifications page
Go to Manage > Settings, then open Notifications in the NOTIFICATIONS group.
Turn on the channel you want
Make sure the master toggle for the channel — Email delivery updates or Text Message (SMS) — is on. Per-trigger cards only appear when that channel's master toggle is on.
Toggle each trigger
Each trigger appears as a card with its own enable/disable toggle. Turn on the triggers you want customers to receive and leave the rest off.
Set the stop-type scope
On each enabled trigger, use the Select stop types selector to choose which stop types (Delivery, Pickup, Stop) fire that trigger.
You don't have to turn on all four. A common starting point is Out For Delivery plus After Delivery — together they cover the "where's my order" moment and the delivery confirmation without over-messaging customers. You can add the others later.
Related
Include company branding in notifications
Brand the notifications and tracking page your customers see in Upper — company name, logo, colors, your own email/SMS sender, and removing the Upper badge.
Notification types
Upper sends customer notifications by email and SMS text message. Use both channels together or pick one — here's how each works and when to use it.