Brand customer notification emails and SMS
Put your company name, logo, and wording on the email and SMS updates Upper sends your customers, and send branded messages from your own SMTP and Twilio.
Upper sends your customers automated email and SMS updates as their delivery moves along its route. You can brand those messages so they read as coming from your company — your company name, your message wording, and the merge tokens that personalize each one. If you want the messages to send from your own email server and phone number, Upper lets you connect your own SMTP and Twilio accounts under the same Notifications settings.
When the updates and the tracking page look like your business instead of generic software, the customer relationship stays yours. That matters most for resellers, premium brands, and any company where the delivery experience is part of how customers see you.
This guide uses Upper's default delivery labels — for example, "Out For Delivery." Your workspace may be set to show Technician and Service instead (such as "Out For Service"). Both label sets control the same settings.
Where the controls live
| Want to change | Where it lives |
|---|---|
| Company name on every message | Settings > Notifications |
| Message wording and merge tokens | Settings > Notifications, per template |
| Send from your own email server / phone number | Settings > Notifications > Branded Notification |
| Logo, colors, and content on the tracking page | Settings > Branded Tracking |
The company name, wording, and merge tokens described here are the branding you set on the notification messages. Your logo and colors live on the customer tracking page, which is themed separately under Settings > Branded Tracking. See the Related links at the end.
Set your company name and message wording
Your company name appears in the messages your customers receive. The message wording for each trigger is fully editable, and merge tokens drop in details like the customer's name, the date, and the tracking link.
Open Notifications
In the left sidebar, go to Manage > Settings, then open Notifications. The header reads "Send Delivery updates to your customers via email or Text Message (SMS)."
Set your company name
At the top of the page, edit the Company Name field (use the pencil icon). This name is available as the [Company Name] token in every template.
Turn on the channels you want
Use the Email and Text Message (SMS) master toggles to enable each channel.
Edit a trigger's message
Open the template for the trigger you want to brand — Out For Delivery, After Delivery, Missed Delivery, or Notify to Next Customer. Each trigger has its own enable toggle and works for both email and SMS.
For email, edit the Subject and the rich-text Message body. For SMS, edit the message text. A live "What your customers will see" phone preview updates as you type.
Insert merge tokens
Use the Tags chips to drop in personalized details. Confirmed tokens include [Company Name], [Customer Name], [Delivery Date], [Delivery Time], [Arriving In], [Earliest Time], [Latest Time], and [Tracking Link]. Merge tokens use square brackets.
Save
Save the template. Repeat for each trigger and channel you want branded.
You can scope each template to specific step types — Delivery, Pickup, or Stop — using the checkbox dropdown on the template, so a pickup gets different wording than a delivery.
Send from your own email server and phone number
By default, messages send from Upper's notification sender. To send branded email from your own domain and SMS from your own number, connect your own SMTP and Twilio accounts in the Branded Notification section.
Open the Branded Notification section
Go to Settings > Notifications and scroll to the Branded Notification section — "Custom Email & SMS Configuration."
Configure email (SMTP)
Click Email Configuration and enter your own SMTP server details to send branded emails from your domain.
Configure SMS (Twilio)
Click SMS Configuration and connect your Twilio account to send SMS from your own number.
The Branded Notification controls require the branded-notification permission on your workspace. If you don't see this section or it prompts an upgrade, your plan or workspace settings don't include it yet — contact support@upperinc.com to confirm what your plan includes.
Watch the SMS length
The SMS editor shows a live character counter and a segment indicator (for example, "This message will send in 1 segment"). Longer messages — and the values that merge tokens expand into — can push a message into additional segments, which adds cost. Trim wording or remove tokens to keep a message in a single segment.
Troubleshooting
Related
- Customer notifications explained
- Change your company name in notifications
- Customize notification message templates
- Notification variables reference
- Use your own email for notifications
- Include company branding in notifications
- Add your company logo to the tracking page
- Customize tracking page branding
App Config
Set what drivers see and do in the Upper mobile app — proof of delivery, navigation, and stop fields — from one place in Settings.
Configure default time windows
Set the delivery hours Upper plans around: a driver's working schedule bounds the route, and per-stop time windows pin individual customers to a slot.