Set up customer notifications
Turn on automatic SMS and email updates so your customers get an ETA and a live tracking link as their delivery moves through the day.
As your driver works a route, Upper can automatically text or email each customer an ETA and a live tracking link — no manual messages from you. This is a one-time setup. Once it's on, Upper sends the messages for you on every route.
This page is a quick start. For the full walkthrough, options, and troubleshooting, follow the links to the customer notifications section.
This article uses the driver / Delivery default labels. A workspace set up for service businesses may show Technician / Service instead — for example "Out For Service" rather than "Out For Delivery." The features are the same.
What customers get
When notifications are on, Upper can send messages at key moments — for example, when a stop is out for delivery, after delivery, or when a delivery is missed — plus a live tracking link so customers can follow the driver's progress.
Before you start
- Contact details on each stop. A message only sends if the stop has the matching detail — an email address for email, a phone number for SMS. Add these when you import stops or build a route.
- SMS has extra requirements. SMS isn't available on the Starter plan, can require a depot address on your account, and draws on a balance you top up through the Marketplace. Email has no such balance.
Turn it on
Open the Notifications page
Go to Manage → Settings → Notifications.
Set your company name and date format
Set your Company Name (it fills the [Company Name] tag in messages) and pick a date format.
Turn on a channel and the messages you want
Use the master toggles to enable Email, SMS, or both, then turn on the individual messages you want to send. Optionally edit the wording and check the live preview before saving.
Save
Notifications start sending on your next route.
Test with your own details first. Add yourself as a stop on a test route with your own email or phone number, run it, and confirm the messages arrive the way you expect.
Go deeper
Set up customer notifications (full guide)
The complete walkthrough: channels, message types, stop-type scoping, and troubleshooting.
Customer notifications explained
How notifications work end to end.
Customize message templates
Edit the wording and drop in merge tags.
SMS pricing and credits
What SMS costs and how to top up your balance.
Related
Create your first route
Plan, optimize, and dispatch your first route in Upper: add your stops, assign a driver, optimize the sequence, and share it to the mobile app.
Get help
Where to find answers in Upper: the in-app Help & FAQ, the support chat, the email team, and links to download the mobile apps.