Contact the customer
When a stop has a customer phone number from planning, the Upper driver app shows it so you can reach the customer about access, timing, or directions.
If a customer's phone number was added to a stop when the route was planned, it travels to your phone with the route. Open the stop in the Upper driver app to see the contact details and reach the customer about access, timing, or directions.
Contact details only show up when they were attached to the stop on the web side — typed in manually, imported from a spreadsheet, or pulled from a saved Contact. If a stop has no phone number, there is nothing to dial; message dispatch instead and they can relay.
This article uses driver and delivery-mode labels. If your workspace is set up for field service, you may see Technician and service-mode wording instead.
Find the customer's contact details
Open the stop
Tap the stop in your route to open its details.
Look for the contact details
If a phone number was attached at planning time, it appears with the stop's address and any other contact information.
Reach the customer
Use the number shown to contact the customer about the delivery — for example, to confirm an access code or let them know you are close.
When to contact the customer
A quick call or text often saves more time than it costs. Reach out when:
- You cannot find the delivery location and need directions or a landmark.
- You need a gate code, apartment number, or other access instructions.
- You are running noticeably early or late.
- The customer asked for a heads-up before you arrive.
- No one is answering at the door and you want to confirm someone is home.
A short text is often enough for a simple heads-up. Save the phone call for when you genuinely need to talk something through.
Keep dispatch in the loop
If something comes out of the conversation that matters later — a rescheduled delivery, a complaint, or an access detail — record it on the stop so it travels back with your completed work. Add a note from the driver before you finish the stop, and message dispatch directly if it needs attention right away.
Related
Contact dispatch from the app
Message dispatch from the Upper driver app to share route updates, ask for help, or flag a problem — and know when a quick phone call is the better choice.
Download routes for offline use
There's no manual download button in the Upper driver app. Open your route while you have signal and the route data is stored on your phone for offline use.