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Alerts

Automated Customer Alerts

GetSwift enables you to send automated alerts and live tracking to your customer so they are always informed where their order is. We also give you the ability to customize your SMS alert messages and upload your company logo so your customer has the full white labelled experience with your brand.

 


Step 1

To set up customer alerts, go to the Alerts page in your portal

Step 2

Choose which event in the order process will trigger the alert, you can choose from:

  • New job - when a job is entered into GetSwift

  • Job accepted by driver - when driver presses "Accept" button for a job

  • Job en route - when a driver presses "On Way" button for a job

  • Job completed - when driver presses "Complete" button for a job

  • Job cancelled - when dispatcher cancels a job or job is auto-cancelled

 

Step 3

Choose which communication channel you want to use to alert your customer

  • SMS - text message will be sent

  • Email - email will be sent

  • Webhooks - alert will be sent to your website (please contact us to set this up)

  • SMS with Email Fallback - text message will be sent, but if it fails, then email will be sent

  • SMS + Email - both text message and email will be sent

 
 

Step 4

If you are sending SMS, you can edit the message that is sent

  • We currently do not have the ability to edit the standard emails

  • You can also add tags that will insert dynamic information into the SMS, such as a tracking link, feedback link, or estimated delivery time (see screenshot below)

  • For more detailed instructions, please see the instructions for the tracking link and the feedback link

Step 5

If you are outside US and Canada, you can a display name for your SMS messages. Use the "SMS sender id" field to type in a max of 11 alphanumeric characters

  • This feature does not work in US and Canada and your messages will fail to send if this field is filled in

Step 6

Click the "Update" button at the bottom of the page to save your changes


tips & tricks

  • SMS alerts under 160 characters in length are free within the US and Canada. In US and Canada, SMS alerts over 160 characters are charged at USD $0.20 for every additional 160 characters in length.


Related Articles

Allow your customers to always be informed where there order is every step of the way.

Keep management updates on status updates with email alerts.

Automatically send a feedback survey & proof of delivery to stay accountable

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Live Tracking Map

tracking for your customer

GetSwift enables you to send automated SMS alerts with a live tracking map, allowing your customers to always be informed on where their order is. We also give you the ability to:

  • Customize your SMS alert messages

  • Upload your company logo so your customer has the full white labelled experience with your brand

Tracking Link.PNG
 

Step 1

Go to the Alerts page in your GetSwift portal

Step 2

Go to the "Job en route" section. This will send an alert when a driver presses "On Way" button for a job.

Step 3

Choose which communication channel you want to use to alert your customer

  • SMS - text message will be sent

  • Email - email will be sent

  • Webhooks - alert will be sent to your website (please contact us to set this up)

  • SMS with Email Fallback - text message will be sent, but if it fails, then email will be sent

  • SMS + Email - both text message and email will be sent

Step 4

Edit the SMS message that will be sent to the customer and add the "trackingLink" tag to the SMS message

Step 5

Click the "Update" link on the edit box to save your changes

Step 6

If you are outside US and Canada, you can a display name for your SMS messages. Use the "SMS sender id" field to type in a max of 11 alphanumeric characters

  • This feature does not work in US and Canada and your messages will fail to send if this field is filled in

Step 7

Click the "Update" button at the bottom of the page to save your changes.

  • Now when your driver presses the "On Way" button on their driver app, an alert will be sent to customers!

  • Remember you need to click both "update" buttons in step 5 and 7


tips and tricks

  • SMS alerts under 160 characters in length are free within the US and Canada. In US and Canada, SMS alerts over 160 characters are charged at USD $0.20 for every additional 160 characters in length

  • The “Job En Route” alert is automatically activated when the driver pushes “ON WAY / START” from their driver app

  • SMS Sender ID is not available in all countries. See the list of available countries before activating.


GetSwift Live Customer Tracking Map in Action

 

Mobile View

 

 

Desktop View

 

Related Articles

Allow your customers to always be informed where there order is every step of the way.

Keep management updates on status updates with email alerts.

Automatically send a feedback survey & proof of delivery to stay accountable.

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Customer Feedback & Order Summary

GetSwift enables you to send automated alerts with an order summary and feedback form, allowing your customers to confirm order details and give you feedback. We also give you the ability to customize your SMS alert messages and upload your company logo so your customer has the full white labelled experience with your brand.

 
Feedback Link.jpg
 

Step 1

Go to the Alerts page in your GetSwift portal

Step 2

Go to the "Job completed" section. This is when a driver presses "Complete" button for a job.

Step 3

Choose which communication channel you want to use to alert your customer

  • SMS - text message will be sent

  • Email - email will be sent

  • Webhooks - alert will be sent to your website (please contact us to set this up)

  • SMS with Email Fallback - text message will be sent, but if it fails, then email will be sent

  • SMS + Email - both text message and email will be sent

Step 4

Edit the SMS message that will be sent to the customer and add the "feedbackLink" tag to the SMS message

Step 5

Click the "Update" link on the edit box to save your changes

Step 6

If you are outside US and Canada, you can display a name for your SMS messages. Use the "SMS sender id" field to type in a max of 11 alphanumeric characters

  • This feature does not work in US and Canada and your messages will fail to send if this field is filled in

Step 7

Click the "Update" button at the bottom of the page to save your changes

  • Remember you need to click both "update" buttons in step 5 and 7

Feedback Link.PNG

tips and trick

  • SMS alerts under 160 characters in length are free within the US and Canada. In US and Canada, SMS alerts over 160 characters are charged at USD $0.20 for every additional 160 characters in length. For SMS pricing in other countries, please contact us through the chat support for additional information.

  • SMS Sender ID is not available in all countries. See the list of available countries before activating.


Related Articles

Learn how to customize when alerts are sent and what the messages entails to keep it on brand.

Allow your customers to always be informed where there order is every step of the way.

Keep management updates on status updates with email alerts.

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Management Alerts

job status updates to your internal team

GetSwift enables you to send automated email alerts to yourself, pickup contact, and/or the destination contact. The emails will be sent at each step of the order process, outlined below:

  • New job - when a job is entered into GetSwift

  • Job accepted by driver - when driver presses "Accept" button for a job

  • Job en route - when a driver presses "On Way" button for a job

  • Job completed - when driver presses "Complete" button for a job

  • Job cancelled - when dispatcher cancels a job or job is auto-cancelled


Management Alerts.PNG

Step 1

To set up management alerts, go to the Alerts page in your portal and scroll to the bottom of the page

Step 2

Enter the email you want to receive the alerts in the Email field

Step 3

If you want to receive email alerts at the email you set up in Step 2, select "Email" in the "Receive job status updates" drop-down

Step 4

If you want the pickup contact for each job to receive email alerts, select "Email" in the "Send all job updates to pickup contact" drop-down

Step 5

If you want the destination contact for each job to receive email alerts, select "Email" in the "Send all job updates to destination contact" drop-down

Step 6

Click the "Update" button at the bottom of the page to save your changes


Related Articles

Allow your customers to always be informed where there order is every step of the way.

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Personalize your SMS Alerts

Tags allow you to personalize the SMS alert sent to your end-customer.  By clicking one of the the tags shown below when composing your custom message, you can include something like the Destination Contact Name, Tracking link, Feedback link, and much more.  This information is pulled directly from the specific task details each time.

For example, you can reference your customer by name every time you send an alert, or even notify them of the driver who accepted their order:

“Hi Estêvão, thank you for placing your order with HL Foods. Your driver Masahiro will be arriving between 17:30 - 18:00. Track your order https://app.getswift.co/Tracking/Map/V8V4mMcZ4UyJJVHFw6LslQ


Tips & Tricks

BEWARE OF DYNAMIC CONTENT

  • Dynamic content will make your character count vary

  • Dynamic content is added to your SMS messages through the “Tags

  • An example of dynamic content is {destination contact name}

    • Depending on the contact’s name - the character count will vary

      • Tom = 3 characters

      • Alexandra = 9 characters

SMS OVER 160 CHARACTERS = AN ADDITIONAL CHARGE

  • If you are close to 160 characters and using Tags, consider shortening your message to avoid overage charges


Related articles

Allow your customers to always be informed where there order is every step of the way.

Personalize the SMS sender display name

What does it cost to send SMS to my customers?

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Personalize your Email Alerts

While each email template already has some fixed content, now you can add personalized messages to your Customer Email Alerts. By navigating to your Alerts, select “Email” in the drop down for the event(s) you’d like you send your end-customer an email update.

Then click “Edit” to craft your message and even add Tags. Tag allow you to personalize the alerts sent to your end-customer.  By clicking one of the the tags when composing your custom message, you can include dynamic content such as the Destination Description or Pickup Phone number.  This information is pulled directly from the specific task details each time.



Job Received Email Alert

Order Received Email  Fixed Text: Order Number, Reference Number, Contact Name, Contact Address, Order Items

Job Accepted Email Alert

Email-Accepted.png

Job En Route Email Alert

En Route Email  Fixed Text: Order Number, Reference Number, Contact Name, Contact Address, Order Items, Tracking Link

Job Completed Email Alert (Bonus: Attached Proof of delivery)

Completed Email  Fixed Text: Order Number, Reference Number, Contact Name, Contact Address, Order Items
Enable “Attach Proof of Delivery to Customer Emails” in your  advanced settings  to include a receipt

Enable “Attach Proof of Delivery to Customer Emails” in your advanced settings to include a receipt

Job cancelled Email Alert

Cancelled Email  Fixed Text: Order Number, Reference Number, Contact Name, Contact Address, Order Items

Tips & Tricks

Looking for more online reviews?

  • When you send a ‘Job Completed’ alert try entering a link for your customers to post an online review about their experience!

reviews.png
reviews-email.png

Related articles

Allow your customers to always be informed where there order is every step of the way.

Personalize the SMS sender display name

What does it cost to send SMS to my customers?

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

SMS Fees

SMS Costs will vary depending on your specific country

  • SMS over 160 characters there will also be an additional charge


contact us to find out sms pricing in your region

 

Tips & Tricks

Beware of dynamic content

  • Dynamic content will make your character count vary

  • Dynamic content is added to your SMS messages through the “Tags

  • An example of dynamic content is {destination contact name}

    • Depending on the contact’s name - the character count will vary

      • Tom = 3 characters

      • Alexandra = 9 characters

SMS over 160 characters = an additional charge

  • If you are close to 160 characters and using Tags, consider shortening your message to avoid overage charges


Related Articles

Allow your customers to always be informed where there order is every step of the way.

Learn how to personalize the SMS alerts sent to your end-customer

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

SMS Sender ID

Personalize the SMS Sender Display Name

SMS Sender ID, also referred as to SMS Sender Name, is the information that is displayed to the recipient as the sender of the SMS when a message is received at a mobile device.

Alphanumeric Sender ID allows you to set your company name or brand as the Sender ID when sending one-way SMS messages.

 
 

supported countries

  • SMS Sender is NOT available in every country!

  • Be sure to check the list of support countries - if your country is NOT supported and you enable SMS Sender ID, your SMS will NOT send!

character limit

  • SMS Sender ID may be up to 11 characters

Accepted characters

  • Both upper and lower case ASCII* letters

  • digits from 0 through 9, and space A-Z, a-z,  0-9.

  • They may not be only numbers


Tips and Tricks

if not sms sender id is not set up properly, alerts will not send!

  • Note:  If your country is not listed as a supported country or if the criteria above is not properly applied, Alerts will be disabled and will not be sent to your end customers.   

american standard code for information interchange (ASCII)

  • The most widely accepted code is called the American Standard Code for Information Interchange ( ASCII). The ASCII code associates an integer value for each symbol in the character set, such as letters, digits, punctuation marks, special characters, and control characters.


Related Articles

Allow your customers to always be informed where there order is every step of the way.

Learn how to personalize the SMS alerts sent to your end-customer .

Alerts not sending? Customers not receiving the tracking link? No problem - fix it here.

Webhooks

webhooks for automatic status updates within your system

You can add webhooks so that your website or app can be alerted when an event occurs on GetSwift.

 Webhooks are a way for you to tell GetSwift to send you certain information when it occurs in GetSwift.

  • e.g. A driver has signalled order has been picked up in the Swift app and you want to now tell your customer from your website that order has been picked up. Subscribe to the job/onway webhook


Tips and Tricks

for api users only

developer needed to configure webhooks

  • Technical integration work is needed to set this up


Related Articles

Allow your customers to always be informed where there order is every step of the way.

Feed information through a direct connection with GetSwift through our open API

Why is the Live Tracking Map not being sent to my customer?

Do you have your alerts on with the tracking link tag enabled?


Did you enable "FORCE ACCEPTED JOBS AS ON WAY" within your advanced settings?

In your advanced settings if you have selected "Force accepted jobs as 'On Way'" then it will not trigger "Job En Route" alert to be sent.

 

Option 1

Put the tracking link in an earlier SMS message such as "Job accepted by driver"

Option 2

Uncheck "Force accepted jobs as 'On Way'" & have your driver's click
"On Way / Start" upon departing for the destination

 Option 3

Contact us to enable geofencing to avoid your driver needing to manually click "On Way / Start"


Is your driver clicking "ON WAY / START" within their mobile app?

To trigger the "JOB EN ROUTE" alert to be sent, the driver must click “ON WAY / START” when they are on their way to the drop off location.

Drivers must click ON WAY / START to trigger the Job en route alert

 
 

Are you using SMS Sender ID?

  • is sms sender id available in your country?

    • Note: If your country is not listed as a supported country or if the criteria above is not properly applied, Alerts will be disabled and will not be sent to your end customers.

  • do you have:

    • numbers instead of letters?

    • any spaces?

    • more than 11 characters?