Communication is a highly adaptable service designed to inform any type of message to anyone. It can define messages that are automatically sent to users through various channels when the order status changes.

An automated message defined within the communication service comprises seven components:

Below, we elaborate on the different components of an automated message.

Channels represent the methods of user communication. The following four channels are available for sending automated messages:

When SMS is chosen as one of the automated message channels, an SMS is sent to recipients through the integrated SMS service provider.

Selecting Email as an automated message channel results in sending an email to the recipients.

A push notification is a message "pushed" from the backend server to user applications. On mobile devices, push notifications typically appear promptly upon receipt.

This channel allows setting up a webhook, with the option to have multiple webhooks with different endpoints.

Note: When defining an automated message, more than one communication channel can be specified. For instance, a single automated message could be sent through all three channels mentioned above. However, it's important to note that messages are sent through these channels only if the user is reachable via the selected channel. For example, if drop-off contact numbers aren't registered in the order information, an SMS won't be sent. Similarly, if customers haven't installed the Customer Application on their phones, they won't receive push notifications.

Recipients are the users to whom automated messages are sent. When creating an automated message, recipients can be selected from the following options:

Refers to the customer who places an order, such as a user ordering an on-demand courier service to send a package to a friend.

Business customers use your services for their business operations. For example, a restaurant using your service to deliver food.

Drivers play a crucial role in fulfilling orders. They can be selected as recipients when creating automated messages.

The person placing an order may not necessarily be the one at the pickup location. This contact is designated as the Pickup Contact and can be different from the customer placing the order.

The Dropoff Contact is a user typically present at the drop-off location. Since an order can have multiple drop-offs, the customer can provide separate phone numbers for each drop-off's contact person.

Note: Currently, communication with Pickup or Dropoff contacts is possible via email and phone number.

The communication service sends automated messages based on specified events during message creation. These events, known as Triggers, usually correspond to order statuses or any event related to the order. Ten triggers are available, with only one selectable per automated message creation:

All these triggers, except Dropoff Done, are order statuses that occur when the order status changes.

When defining an automated message, the order type can be specified. In such cases, the automated message is sent only for orders of the specified type. For example, an automated message defined for On-demand orders will be sent only for such orders.

Automated messages convey order status information. To facilitate this, order information can be inserted using tags. When a tag is specified in the automated message definition, the server replaces the tag with the corresponding order information when sending the message. The order information that can be replaced with tags includes:

Messages generally have titles, regardless of whether they are SMS, push notifications, or emails. For emails, the title becomes the email's subject.

The message body is the primary content of the message. While setting up an automated message, the Body section can contain a combination of static text and Tags.