---
metadata:
  - name: generator
    content: Diplodoc Platform v5.19.6
alternate:
  - https://docs.routeq.com/doc/en/delivery/functions/chat.md
title: RouteQ — functions — courier chat
---
> **Documentation Index:** Fetch the complete configuration index at https://docs.routeq.com/doc/en/llms.txt


# Courier chat

To quickly respond to changes in a route and adjust delivery information, use the chat in the [Yandex Courier app](https://docs.routeq.com/doc/en/delivery/app.md) or in [Routing Workspace](https://yandex.com/courier). Chats take place in a different app: Yandex Messenger. For detailed instructions on how to use chats, see [Help](https://yandex.com/support/messenger/communication.html).

In chats, you can exchange text messages and send photos. This is a secure and reliable way for the logistics coordinator and the courier to exchange internal information. A courier can confirm that something was delivered or report a problem by [adding photos](https://docs.routeq.com/doc/en/courier-app/functions/orders.md#photo).


## Logistics coordinator {#logistician}

To start a chat with a courier:

1. Enable chats in the company settings:

    1. Go to **Settings** → **Company**.
    1. Activate **Enable chat**.

       ![](../_images/chat-enable.png)

    When enabled, Yandex Messenger chats are shown in the Yandex Courier app and in Routing Workspace.

2. Open a chat with a courier. This can be done in a number of different ways:

    {% list tabs %}

    - Using the "Write to courier" button

      From a route:

        1. Go to **Track & Trace** → **Dashboard**.
        1. Select a route.
        1. In the upper-right corner, click ![Write to courier](../_images/chat-button-monitoring-block.png).

      From an order:

        1. Select a route.
        1. Open an order.
        1. In the lower-left corner, click ![Write to courier](../_images/chat-button-monitoring-block.png).

    - Yandex Messenger

        Click the ![Yandex Messenger](https://yastatic.net/doccenter/images/support.yandex.ru/ru/messenger/freeze/xx5QCaoIeXoWaF2OyzmtdMU7I2M.svg) icon in the lower-right corner of the screen. It's displayed on every page of Routing Workspace.

    {% endlist %}

3. In the chat window, write a message to the courier.

     ![](../_images/chat-dialog.png)


When a courier sends a message to the logistics coordinator, information about the route and order is automatically added to it. The exact information depends on how the courier sent the message.

{% list tabs %}

- From the home page

  - Driver: `name`, `phone`, `login`.
  - Route: `number`.
  - Route URL: `<link>`.

    ![](../_images/chat-info-route.png)

- From the order page

  - Driver: `name`, `phone`, `login`.
  - Route: `number`.
  - Order: `order_id`.
  - Supervising company: `name`.
  - Order URL: `<link>`.

    ![](../_images/chat-info-order.png)

{% endlist %}

## Message templates {#pre-configured-comment}

Couriers often face the same problems. To save couriers' time, you can compose messages in advance for any number of situations. The list of messages will be displayed in the Yandex Courier app so couriers can send them in just one tap.

{% note info %}

This can only be enabled via the API by sending a request to the support service.

{% endnote %}


Information can be worded to account for your orders, routes, and couriers. Just remember that the descriptions must be concise and fit on the screen of the Yandex Courier app. Keep them as short as possible. For example:

- **Wrong address**
- **No answer**
- **Road accident**

{% cut "Screenshot" %}

![](../_images/list.png)

{% endcut %}

To send a message template to the logistics coordinator, the courier chooses the problem from the list in the app. The message is then inserted into Yandex Messenger.

![](../_images/chat-preset.png)

{% include [warehouse-feedback](../_includes/feedback-7b71896f9bc3.md) %}