SMS/Slack Notification Rule Builder

The SMS/Slack Notification Rule Builder lets you send smart, automated, and logic-based SMS notifications to customers or pickup contacts, triggered by real-time order or route events.

Whether you want to notify a customer when their delivery starts, remind them before arrival, or update them when a driver is nearby, you can easily build and manage these rules without needing technical setup.

In this article, you’ll learn how to:

• Create a new SMS/Slack notification rule with relevant triggers and recipients
• Customize your message with dynamic placeholders.
• Manage, duplicate, edit, or delete existing SMS logics.

Creating a New SMS Rule

To create a new SMS rule, go to the notification settings page and click “Create New Rule” to open the setup form.

Choose Order Type

Give the SMS logic a name and select the type of orders this SMS rule applies to:

• Point-to-Point Orders:
  Used for single pickup → single drop-off deliveries.
• Routed Orders:
  Used for multi-stop routes with multiple orders under one route.

Select “When” – Trigger Type

Next, select the Trigger Type, which defines when the message will be sent.

The available trigger types are:

Define “What” – Trigger Event

Once you’ve selected a Trigger Type, you’ll define the specific event that should send the SMS.

📦 For Point-to-Point Orders & Routes

A. Action-Based Triggers

• Order Created
• Order Assigned
• Order Unassigned
• Started Pickup
• Started Drop-off
• Drop-off Completed

B. Geo-Based Triggers

• Pickup Location → Sends SMS when driver is nearby pickup point
• Drop-off Location → Sends SMS when driver is nearby drop-off point

C. Time-Based Triggers

• At a specific time of the delivery day (choose the exact time)
• Order delayed by (set delay minutes to trigger a delay alert)

🗺️ For Routes there's an additional trigger

D. Route Progress Triggers

• X Stops Away → SMS sent when the driver is X stops away from the contact’s stop.
  (Set the number of stops — e.g., 2 stops away.)

Select Markets

Choose one or multiple Market from 3 countries where this rule should apply. The SMS notification will be triggered only for orders from the selected markets.

Choose “To” – The Recipient

Select who should receive the SMS notification:

• Pickup Contact — sends the message to the pickup location number.
• Drop-off Contact — sends the message to the drop-off location number.

Add custom field to SMS/Slack logic

Custom Fields provide users with enormous flexibility when configuring SMS and Slack notification workflows. Whether you want to tailor communications for different personas or trigger Slack alerts for high-value orders, Custom Fields make it possible.

You can create any Custom Field that fits your operational needs and use it as a condition in SMS and Slack notification rules, allowing you to build highly customized communication workflows.

Setting up Slack Channel for notification

Select your desired slack channel where you want to receive your alerts.

Customize the Message

Now compose your message in the Message Edit Box. You can insert dynamic placeholders (variables) that automatically pull real order data.

Available placeholders:

• \BusinessName
• \CustomerName
• \DeliveryWindow
• \DriverName
• \DropOffAddress
• \OrderETA
• \OrderNumber
• \PickupAddress
• \TrackingURL

Each placeholder dynamically updates based on the order data — no manual editing needed.

🖋️ Example:

“Hi \CustomerName, your driver \DriverName is 2 stops away.
Track your delivery here: \TrackingURL. Thank you for choosing \BusinessName!”

✅ A live preview will appear as you type, showing how the message will look once sent.

Managing SMS Rules

Once saved, all your rules appear as cards on the SMS Notification Dashboard.

Each card displays:

• Rule Name
• Order Type
• Trigger Type & Event
• States
• Recipient (Pickup/Drop-off)
• Message Preview
• Date Created
• Active/Inactive toggle

Context Menu Options

Each rule card has a 3-dot context menu (⋮) that gives you quick actions:

• Duplicate — Create a copy of an existing logic and modify it.
• Edit — Reopen the rule form pre-filled with existing data.
• Delete — Permanently remove the rule.