This guide shows you how to create automated messages in the Communication module (SMS, WhatsApp, email, or push notifications) and walks you through common use cases you can set up right away.
Before you start
If you're new to communications in Onro, make sure to read How communication works first to learn about the available settings and how they work.
Create a New Automated Message
To create a message template for automated notifications, go to Admin Center → Settings → Communication. This section has several channels to choose from (Messaging, Email, Push Notification, and Webhook). Select the channel you want to use, then on the channel page, click the New button in the top-right corner of the page.
Some essential message templates are pre-configured by default and are available in each channel’s messages table. You can customize them to suit your needs or delete them if they’re not needed.
Select Messaging for SMS and WhatsApp messages, Email to send an email, Push Notification to send a push notification to your apps, or Webhooks to send events to your desired endpoint.
No matter which channel you choose, the setup process is the same. Follow the steps below to create your message template. After clicking New, you'll see the message configuration form.
Fill in the available fields to define when the message should be sent, who should receive it, and what it should say:
Name: Enter a name that helps you identify the message later.
For example,
Order ConfirmationorDriver Assignment Notification.
Section and Trigger: Choose the section related to your message, then select the trigger that should send it. For example, to notify a customer when an order is created, select the Orders section and the created trigger.
Additional Settings: Depending on your selections, you may see extra options, such as order type, service, vehicle type, customer tags, or other filters. Choose the options that match your needs. These settings help you control which orders or situations the message applies to. If you're unsure what an option does, refer to the communication settings guide.
Recipient: Select who should receive the message, such as a customer, driver, or custom recipient. Make sure the selected recipient is the person who needs the information.
Provider: Select the provider you want to use to send the message, if this option is available. Make sure the provider has been configured correctly before using it.
Tags: You can use tags to automatically include real-time information such as customer names, order codes, and tracking links in your messages. The available tags depend on the type of message and the information available.
Title and Body: The title is the subject line of an email and the heading of a push notification. Message(SMS) has no title, so it is ignored there. The body is the message itself, and it can mix ordinary text with tags.
The email editor supports HTML templates. So you can design and add your markups here.
Practical Use Cases
📨 Keep Customers Updated at Every Stage of the Delivery
Keep customers informed throughout the delivery process by creating message templates for each status transition trigger. Include relevant delivery details by inserting tags, such as the driver’s name, vehicle information, tracking link, receipt link, and Proof of Pickup (POP) and Proof of Delivery (POD) document links.
⚙️Customize Messages by Service, Vehicle Type, or Customer Group
Use Customer Tags, Service, and Vehicle Type filters to tailor message templates to different customer groups and delivery requirements, even when the same status trigger is used.
🚨Notify Your Team When a Driver Cancels
Alert your team when an order is canceled so they can react quickly and find another suitable driver for it.
⚠️Notify Recipients About Failed Deliveries
For Pickup & Delivery orders, you can notify recipients when a delivery fails and control exactly which failure reasons trigger the message.
Use the Not delivered trigger together with the Delivery failure reason filter. That way, you can, for example, message customers only when no one was available, and skip other cases such as a damaged package or a refused delivery.
If you don't select any Delivery failure reason, it will apply to all of them.
💵 Cash on Delivery Reminder
If you offer Cash on Delivery (COD), sending recipients a reminder to have the payment ready when the driver arrives can help avoid payment delays and ensure a smoother delivery experience.
Troubleshooting Message Delivery Issues
If your messages aren't being delivered as expected, check the Communication Logs to identify errors and resolve them.
Still having trouble? Contact our support team at [email protected] for further assistance.