Turn off customer notifications
Stop customer notifications in Upper by turning off a channel, disabling a single trigger, narrowing its stop types, or removing a customer's contact details.
Customer notifications in Upper can be turned off as broadly or as narrowly as you need. You can switch off a whole channel, disable a single trigger, limit a trigger to certain stop types, or simply leave a customer's contact details blank so they never get messaged.
Why this matters
Notifications are a per-account setting, so you choose exactly who hears from you and when. When a customer asks not to be contacted, when one kind of stop shouldn't trigger updates, or when you need to pause messaging entirely, each method below targets a different level of control.
Before you start
- Channels live in Settings. Email and SMS notifications are controlled on the Notifications page under Manage > Settings.
- SMS has extra requirements. The Text Message (SMS) toggle may be restricted on some plans and can require a depot address. If it is disabled or shows a Pro badge, see Send SMS text notifications.
Labels are configurable per 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 controls work the same way.
Option 1: turn off a whole channel
This is the broadest switch. Turning off a channel stops every notification on that channel.
Open the Notifications page
Go to Manage > Settings, then open Notifications in the NOTIFICATIONS group.
Toggle the channel off
Turn off Email delivery updates to stop all email notifications, or Text Message (SMS) to stop all SMS notifications. You can turn off one and leave the other on.
When a channel is off, its trigger cards are hidden and no notifications send on that channel until you turn it back on.
Option 2: disable a single trigger
If you want to keep a channel on but stop one type of message, turn off just that trigger.
Open the Notifications page
Go to Manage > Settings > Notifications.
Make sure the channel is on
The trigger cards only appear when the master toggle for that channel — Email delivery updates or Text Message (SMS) — is on.
Turn off the trigger you don't want
Each trigger appears as its own card with an enable/disable toggle: Out For Delivery, After Delivery, Missed Delivery, and — on accounts that have it — Notify to Next Customer. Turn off the ones you don't want and leave the rest on.
Email and SMS are configured separately, so you can turn a trigger off on one channel and leave it on the other. For example, keep After Delivery confirmations as email only and turn the SMS version off.
Option 3: limit a trigger to certain stop types
Each trigger has a stop-type scope, so you can keep it on for some kinds of stops and off for others without disabling it entirely.
On the trigger card, use the Select stop types selector and uncheck the stop types you don't want it to fire on. The three options are Delivery, Pickup, and Stop.
For example, unchecking Pickup on Out For Delivery means pickup-stop customers won't get that notification, while delivery and general stops still will.
Option 4: leave a customer's contact details blank
Notifications only send to stops that have the matching contact detail, so you can quietly opt a single customer out by leaving their details empty.
- Email notifications need a customer email address. No email on the stop means no email is sent.
- SMS notifications need a customer phone number. No phone number means no SMS is sent.
To stop notifications for a specific customer, leave the email and phone fields blank when you create the stop or edit the customer's contact information.
Changes to a customer's contact details apply going forward. Routes that are already dispatched keep the contact information they had when they were dispatched.
Troubleshooting
Related
What information is shown on the tracking page
See what your Upper customer tracking page can show — ETA, driver name and phone, delivery address, map, and proof of delivery — and how to turn each on or off.
Use your VoIP number for SMS notifications
Send customer SMS in Upper from your own VoIP number by connecting your Twilio account in Notification settings. Confirm your VoIP provider supports outbound SMS first.