Notification types

Upper sends customer notifications over two channels: email and Text Message (SMS). Each has its own master on/off toggle on the Notifications page, so you can run both together, run just one, or turn everything off. Each channel carries the same set of event templates — what differs is how the message reaches your customer and what it can include.

Email notifications

Email notifications are controlled by the Email delivery updates master toggle. When it's on, the email template cards appear and your customers receive emails for the events you've enabled.

• Each event has its own template with an editable Subject (with a /50 character counter) and Message.
• By default, emails are sent from do-not-reply@upperinc.com.
• Messages personalize through tags such as Company Name, Customer Name, Tracking Link, and delivery times, which fill with each stop's real data when the message sends.

Email suits detailed updates and customers who prefer a record in their inbox.

SMS notifications

SMS notifications are controlled by the Text Message (SMS) master toggle. When it's on, the SMS template cards appear and your customers receive text messages for the events you've enabled.

• Each event has its own editable Message (SMS has no subject line).
• The SMS message editor shows a /140 character counter that turns red when you go over, plus a live "This message will send in N segment(s)." indicator. Longer messages send as multiple segments.
• SMS uses the same personalization tags as email.

SMS suits time-sensitive, at-a-glance updates.

The same events on both channels

Whichever channel you turn on, you get the same four 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.

Each template also has a stop-type selector ("Select stop types") with three options — Delivery, Pickup, and Stop — that controls which kinds of stops send that template. All three are selected by default.

Using both channels together

You can turn on both Email delivery updates and Text Message (SMS) so the same event reaches customers on both channels. A stop receives whichever channel it has the contact details for — an email address for email, a phone number for SMS — so keep your stop data complete if you want both to send.

To enable channels, go to Manage > Settings, open Notifications, and switch on the master toggle for each channel you want to use. When a channel's master toggle is off, its template cards are hidden.

Related

• Set up customer notifications — enable SMS and email triggers
• Customize notification message templates — edit text and use variables
• Send SMS text notifications
• SMS pricing and how to purchase credits
• Customer notifications — automated SMS and email for your customers