Call or text a customer from the app
When a stop has a customer phone number, the Upper driver app lets you reach the customer from inside the stop so you can confirm access details and delivery.
When a stop has a customer phone number attached, you can reach that customer straight from the stop in the Upper driver app — handy when you need a gate code, can't find the entrance, or want to give a heads-up before you arrive. The phone number travels with the route, so it's already on the stop when it lands on your phone.
Your workspace may label the role "driver" or "technician," and deliveries as "delivery" or "service." This article uses driver and delivery — the steps are the same either way.
Where the customer's phone number comes from
The customer's contact details are set when the route is planned in the web app and then sent to your phone. They appear on the stop only if a phone number was included on the stop record at planning time — typically:
- Entered on the stop's Phone field (with a country code, for example +1), or
- Imported from a spreadsheet that had a Phone column, or
- Pulled in from a saved Contact.
If a stop has no phone number, there's nothing to call or text — see the note below for what to do instead.
Reach the customer from a stop
Open the stop in your route
Tap the stop you're working on to open its details.
Find the customer's contact details
Look for the customer's name and phone number on the stop. If contact details were added when the route was planned, they show here.
Call or text the customer
Use the phone number shown to call or message the customer — for example to ask for an access code, confirm someone's home, or let them know your ETA.
If you don't see a phone number on the stop, it wasn't added during planning. Message dispatch and they can relay a message or share the customer's contact details. See Contact dispatch from the app.
When it helps to contact the customer
- You can't find the delivery location and need directions or a landmark.
- You need a gate code, buzzer, apartment number, or other access instructions.
- You're running noticeably early or late and want to give the customer a heads-up.
- The customer asked to be contacted before you arrive.
- No one is answering at the door and you want to confirm someone's available.
If you've tried to reach the customer and still can't complete the delivery, don't leave the stop open. Mark it skipped or failed and record the reason so dispatch has an accurate record. See Mark a stop as failed or skipped.
Troubleshooting
Related
Best practices for re-attempting skipped deliveries
Improve reattempt success in the Upper driver app: vary the time of day, read the first-attempt notes, call ahead when contact info is on file, and document every outcome.
Capture proof of delivery
Capture proof of delivery in the Upper driver app with photos, a signature, and notes. Your admin sets which are required, and they sync back to dispatch.