Table of contents
The messages
When What the customer receives Tracking link
The order is planned for another day "Your order … is scheduled for <day>", with the delivery window if there is one. No
The driver starts the route (leaves the depot) "Your order … will be delivered today", with the expected window. A customer with several orders gets one SMS for all of them. No
The driver starts the delivery of their order "your driver is on the way with your order", with the link to follow the delivery live. One message per order. Yes
The route is interrupted after the customer was told today Delivery of your order … has been postponed because our driver became unavailable. We will contact you shortly to arrange a new time slot. No
The customer receives nothing when the order is created, assigned to a driver or dispatched, and no "delivered" message. An email goes out only when an SMS does, if the order has the customer's email.
Each SMS starts with your SMS sender prefix (your organization name by default).
What you can change
Turn the customer SMS or emails off in Settings > Notifications (**Customer order updates (SMS)** and Customer order updates (email)).
Change the prefix in Settings > Account > SMS sender prefix.
See [Choosing Which Notifications Dropioo Sends](../01-choosing-which-notifications-dropioo-sends/en.md).
Good to know
The tracking link is personal: the page also asks for the postal code or the last 4 digits of the phone before showing anything. See [Tracking Your Delivery](../../06-customers/01-tracking-your-delivery/en.md).
The customer's phone number must be correct on the order: the SMS go to that number.
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