--- metadata: - name: generator content: Diplodoc Platform v5.19.6 alternate: - https://docs.routeq.com/doc/en/extras/sms-setting.md --- > **Documentation Index:** Fetch the complete configuration index at https://docs.routeq.com/doc/en/llms.txt # Setting up SMS notifications You can set up automatic SMS notifications about changes in an order's delivery progress. ## SMS types {#sms-types} There are two types of SMS notifications: - [At the beginning of the route](#sms-start) - [Before the courier arrives](#sms-nearby) The SMS text should be standard and include: - Change the company name. - Order number. - Courier tracking link with the tracking ID For information on changing the standard text, see [SMS customization](#customization). The company name is copied from the Routing Workspace [settings](https://docs.routeq.com/doc/en/delivery/interface/company.md). [Track & Trace](https://docs.routeq.com/doc/en/delivery/index.md)Order ID provided in the SMS and [widget](https://docs.routeq.com/doc/en/delivery/interface/company.md#feedback-sections) is taken from Track & Trace or the client's external system, depending on the settings: #| || **Option in Track & Trace: From the system** | **Option in Track & Trace: External customer number** | **Number from the client's external system: Specified/Not specified** | **Displayed number** || || | | | From Track & Trace || || | | | From Track & Trace || || | | | From the client's external system || || | | | From Track & Trace || |# {% note info %} If the order number is longer than 12 characters, it'll be truncated in the SMS. For example, `1234*2122`. {% endnote %} For more information on filling in the fields in Track & Trace, see [Description of fields](https://docs.routeq.com/doc/en/delivery/interface/orders.md#order-card-table). Conditions for sending an SMS: - The order contains one phone number in +1XXXXXXXXXX format. - The courier logged in to the [Yandex Courier app](https://docs.routeq.com/doc/en/delivery/app.md) and selected a route. - The courier's geolocation data is received in real time. - The courier started the route within the specified order time window (before the order's ETA). - The order status isn't **Delivered** or **Canceled**. {% note info %} An SMS is sent for each order, even if multiple orders have the same recipient. For example, if a route has three orders at the same location to the same client with the same phone number. This means an SMS will be sent to the recipient for each order. To avoid this, you can provide the phone number only for one order. {% endnote %} ### At the beginning of the route {#sms-start} #| || **Property** | **Value**|| || Notification type | `shift_start` || || Message text | Your order \ from \ is on its way: `https://yandex.ru/courier/tracking/`. || || Sending time | Simultaneously for all orders on the route. || |# Conditions for sending an SMS depend on the courier's starting location: {% list tabs %} - Start from a depot All of the following conditions must be true: - The route start time has come (the `route_start` parameter), or the earliest time window comes no later than in five hours. - The depot at the beginning of the route was marked as visited (via the mobile app or API). - The courier is not within the depot radius if the `mark_route_started_radius` parameter is set for the depot. - Start not from a depot All of the following conditions must be true: - The route start time has come (the `route_start` parameter), or the earliest time window comes no later than in five hours. - The courier launched the app and selected a route (started sending coordinates for the route). {% endlist %} ### Before the courier arrives {#sms-nearby} #| || **Property** | **Value** || || Notification type | `nearby` || || Message text | Your order from \ will arrive in min: `https://yandex.ru/courier/tracking/`. || || Sending time | N minutes before arrival at the order location (see [SMS settings for companies](#interface-settings-company)). || |# Conditions for sending an SMS: - The courier follows the order sequence. - The [expected time for creating a notification](#notification-time) has come. ## Notification creation time {#notification-time} The notification creation time depends on the [estimated time of arrival (ETA)](https://docs.routeq.com/doc/en/delivery/functions/eta.md) calculation method. The Estimated Time of Arrival (ETA) is calculated by Track & Trace every few minutes based on incomplete and active orders on the route. The estimate is based on current traffic and road condition data. The ETA calculation method is determined by the company, but you can [change](https://yandex.ru/routing/doc/en/delivery/redoc/index.html#operation/editsOrder) it for an individual order in the `eta_type` field. There are two ETA calculation methods available in Track & Trace: `arrival_time` and `delivery_time`. ## Comparison of ETA calculation types {#notification-eta} #| || **Property\Type** | **arrival_time** | **delivery_time** || || **Used by default** | yes | no || || **Order time window** | soft | hard || || **Notification creation time** | N seconds before the start of the delivery. {% cut "Explanation" %} N is the time window when to send an SMS before the estimated arrival time. [Learn more](#interface-settings-company) The start of delivery is the estimated time of arrival (ETA). {% endcut %} | N seconds before the start of delivery, but not before the delivery window. {% cut "Explanation" %} N is the time window when to send an SMS before the estimated arrival time. [Learn more](#interface-settings-company) The start of delivery is the estimated time of arrival (ETA). {% endcut %} || |# **Example 1** The example describes the `arrival_time` ETA calculation. Delivery window: between 12:00 and 14:00. The courier's arrival notification must be sent 30 minutes in advance. The order handling time is 1 hour, and the auto detection coefficient is 0.5. For `arrival_time`, the delivery window is soft, so the courier can deliver the order earlier. Let's say the courier's estimated time of arrival (ETA) is 10:00. The client receives the `nearby` notification at 9:30. The order status changes to **Delivered** at 10:30, when the courier has spent a certain amount of time in the delivery area. **Example 2** The example describes the `delivery_time` ETA calculation. Delivery window: between 12:00 and 14:00. The courier's arrival notification must be sent 30 minutes in advance. The order handling time is 1 hour, and the auto detection coefficient is 0.5. For `delivery_time`, the delivery window is considered hard, so the courier can't deliver the order earlier. If a courier arrives before the delivery window starts, they will have to wait. Let's say the courier's estimated time of arrival (ETA) is 10:00. The client receives the `nearby` notification at 11:30 a.m. The order status changes to **Delivered** at 12:30, when the courier has spent a certain amount of time in the delivery area. The time is counted from the beginning of the delivery window. {% note info %} For [courier performance reports](https://docs.routeq.com/doc/en/delivery/interface/quality-report.md), it's important that the order status is updated at the correct time. If the status automatically changes to **Delivered** when the courier is still waiting for the window to start, a time window violation is registered in the report. This may make statistics unreliable. {% endnote %} ## SMS settings {#interface-settings} Set up SMS notifications in the interface: for [company](#interface-settings-company) or [couriers](#interface-settings-courier). ### For company {#interface-settings-company} You can set up SMS notifications in Routing Workspace: **Settings** → **Company** → **SMS**. ![](./_images/sms-company.png) If the **Send to all clients** option is: - Enabled, SMS will be sent in the routes of all couriers regardless of the settings for individual couriers. - Disabled, SMS will only be sent in the routes of couriers with the sending option activated. The table below shows different combinations of company and courier settings and the resulting action. The company settings take priority over the courier settings. #| || **SMS for the company** | **SMS for the courier** | **Result of sending an SMS for the courier** || || Yes | Yes | Is sent || || Yes | No | Is sent || || No | Yes | Is sent || || No | No | Is not sent || |# Types of notifications are set by the options: - **Send at the beginning of the route**. - **Send before the courier arrives** You can choose both options or only one. For example, if couriers' routes start very early, you can disable sending an SMS at the start of the route to avoid disturbing clients if they're still asleep. You can also specify the following in the company settings: - **Interval between the delivery time and the SMS message** (by default, 1800 seconds, or 30 minutes). - **Sending time** is the time window when messages can be sent. The SMS won't be sent if the courier's route starts earlier or later than this interval. ### For couriers {#interface-settings-courier} SMS notifications for individual couriers are set up in the Track & Trace settings: **Track & Trace** → **Couriers**. {% list tabs %} - In the general list of couriers Enable the **SMS** option next to the username of the appropriate courier. - On the courier page Enable the **Send SMS to clients** option at the top-left of the page. {% endlist %} ## SMS customization {#customization} To change the length of the number in SMS notifications, contact support. If you want to customize the SMS text, use the service API for generating order events and implement the notification logic on your side. This will let you use your own wording in SMS notifications rather than standard text. For more information, see [Order notifications](https://yandex.ru/routing/doc/en/delivery/redoc/index.html#operation/getsOrderNotifications). {% include [warehouse-feedback](_includes/feedback-5c7fe6b98fdb.md) %}