Communication is a powerful module that enables you to configure automated messages across multiple channels, including email, SMS, and push notifications. You can define message templates and set up event-based triggers to automatically notify the right users when specific events occur in the system. This guide explains how the module actually works, what each configuration means, and how the pieces fit together.
Components of an Automated Message
Every automated message is built from these pieces:
Name: Internal label for the message so you can easily find the template later
Section: Which part of the platform the message is related to: Orders, Drivers, Customers, or Support
Scope filters: (Order Type, Service, Vehicle Type, Customer Tags)
Trigger: The exact event that causes the message to be sent
Recipients: Who receives it
Channels: How it is delivered (Email, SMS, Push Notifications)
Provider: Which integrated service provider actually sends it
Title: Subject line (used for Email and Push)
Body: The message content (static text + tags)
Tags: Placeholders that are replaced with live data at send time
Below, we elaborate on the different components of an automated message:
1. Name
The name is only shown to you in the admin center so you can identify it later in the communications list. Pick something you will recognize in a long list, like "On-demand order delivered".
2. Section
The section defines which part of the platform the message is about, and you need to choose one of these available options:
Orders
Drivers
Customers
Support
It matters more than it looks, because it determines which triggers and which additional configuration options will be available.
3. Scope Filters
Depending on the section you choose, extra filters appear so the message only applies to the orders or customers you intend to reach. Without these filters, a single trigger would fire for every matching event across the whole system. Scope filters let you narrow that down.
Orders Section
Order type: Limits the message to a specific order type (for example, On-demand or P&D). Only one order type can be selected.
Service: Limits the message to one or more services. If you don’t select any service, the message applies to all active services of the selected order type.
Vehicle type: Limits the message to specific vehicle types. If you don't select any vehicle type, the message applies to all active vehicle types.
(This filter is not available for P&D orders.)
Customer tags: Limits the message to customers that have the selected tags. Customers without those tags are filtered out.
Customers Section
Customer tags: Limits the message to customers that have the selected tags. Customers without those tags are filtered out.
To learn how to set up tags and assign them to your customers, please read this article.
4. Trigger
A trigger defines the specific event or condition that causes an automated message to send. It determines when the message should be delivered based on user actions or system changes.
The triggers you see depend on the section you chose earlier. Each section has its own triggers, so the options change based on the section you select.
Available Triggers by Section
Customers:
Registered
Send verification code
Send password reset URL
New withdrawal request
Complete withdrawal request
Reject withdrawal request
Drivers:
Gets online
Gets offline
Register new driver (when a new driver registers)
Verified (when their registration gets verified)
Update location
New withdrawal request
Complete withdrawal request
Reject the withdrawal request
Send password reset URL
Block Driver
Unblock Driver
Support:
Customer new support message
Driver new support message
Orders:
All order statuses such as (created, updated, picked up,...)
Information updated (triggers when the order info changes)
Status updated (triggers when the status updates, no matter which status it is)
Track Driver (sends the driver's location information at the configured interval for real-time tracking and is only available for on-demand order type)
Driver rejected
Driver canceled
Customer canceled
Customer feedback (only available for on-demand order type)
5. Recipients
Who should receive the message:
Individual Customer: Only individual customers would receive the message.
Business Customer: Only business customers would receive the message.
Customer: Both Individual and business customers would receive the message.
Pickup Contact: The pickup contact receives the message. The contact details are taken from the dropoff address details of the order.
Dropoff Contact: The dropoff contact receives the message. The contact details are taken from the dropoff address details of the order.
Driver: The assigned driver would receive the message.
Custom: Any valid phone number or email (ideal for notifying dispatchers, admins, or yourself)
Currently, communication with Pickup or Dropoff contacts is only available via Email and Messaging channels.
6. Channels
Automated messages are organized into channels in the Communications settings. The channel in which you create an automated message determines how it will be delivered to recipients. Each channel uses its corresponding delivery method.
There are four available channels:
Messaging sends an SMS or a WhatsApp message through your messaging provider. It arrives like any ordinary text message.
Email sends an email. The editor supports HTML templates, so you can design invoices and receipts properly.
Push Notification sends real-time notifications through OneSignal to users of the Customer or Driver app. These notifications appear directly on the recipient’s mobile device, even when the app is running in the background, provided that notifications are enabled and the device has an internet connection.
Webhooks send the event to your desired endpoint, so your software hears about an order change in real time. You can have several webhooks with different endpoints.
Ready to set up your webhooks?
Learn how to create and configure webhooks in our step-by-step guide.
An automated message can be sent through multiple channels. To do so, you need to create a separate automated message in each corresponding channel.
7. Provider
When creating an automated message, you can select the provider you want to use for delivery. A provider is the external service that actually sends the message. For example, Twilio, Telnyx, WhatsApp, or OnroSMS for messaging, and Gmail for email.
You can view the available provider options for each channel by navigating to Admin Center → Settings → Integrations.
Without a connected provider, the channel cannot deliver anything, and the message will fail.
To learn how to configure the integration with your selected provider, refer to this link.
You can add multiple providers for each channel and select the one you want when creating a message in the Communication module.
To set a provider as the default, on the integration page, click on Actions → Edit for the desired provider and select the Set Default option. The system will then use this provider automatically whenever no provider is selected manually for an automated message.
8. Title
The title is the heading or subject of the automated message. Its purpose depends on the selected channel. For emails, it becomes the email subject line, while for push notifications, it appears as the notification title.
9. Body
The body contains the main content of the automated message that recipients will receive. When creating an automated message, you can combine static text with dynamic tags to personalize the content based on relevant data, such as order details, customer information, or driver information.
10. Tags (dynamic content)
Tags are placeholders that you can insert into the message title or body to include dynamic information. When an automated message is sent, the system automatically replaces each tag with the corresponding real data from the order, customer, driver, or other relevant information.
Always copy and insert tags exactly as they appear in the available tags list. Do not modify their spelling, spacing, or format. The system only recognizes tags that match the original format exactly.
For example, {orderCode} is a valid tag, but {Order Code} is not. If a tag is modified or entered incorrectly, the system will not recognize it, and it will appear as plain text in the message sent to the recipient.
Below is a list of some of the existing tag names:
Customer Name
Verification Code
Password reset URL
Driver name
Driver phone
Vehicle Plate
Vehicle Color
Vehicle Model
Track Link
Receipt Link
Shipment Label URL
Order Price
Order Code
Order Status
Status Description
Pickup Address
Dropoff Address
Address Details
Dropoff Contact Name
POD Photo
POD Note
POD Signature
COD Amount
Reference ID
Warehouse name
Delivery Last Attempt Reason
Pickup failure reason
Note
Customer name
Customer feedback text
Customer feedback rate
and more