WhatsApp Messages

The WhatsApp messaging add-on lets you send automatic updates at every stage of a delivery, on the channel customers actually read and reply to. This guide explains how to connect the add-on, how to set up templates, and how to manage conversations - all from within the system.

Connecting WhatsApp

Sending WhatsApp messages is a paid add-on, separate from your SMS subscription. To turn it on, contact the support team - you’ll need a Facebook Business Manager account with admin access, to connect your business’s WhatsApp number to it. Once it’s on, a WhatsApp button appears in the side menu, where you continue to set up templates as described below.

Templates

Messages are sent from templates pre-approved by Meta.

Every template is linked to a “trigger” - a stage in the delivery process when the message is sent automatically. For example: delivery creation, route planning, out for delivery, delivery completed.

Sending Messages to a Route

Sending messages to a route’s stops is done from the route planning page (route planning guide). To send messages to a route, first write the message template and turn it on. The template is fixed and will be used for the whole route.

Sending a General Message to All Stops on the Route

You can write a general message and send it to all the stops on the route from route planning. For example, if deliveries are delayed.

Sending the Estimated Arrival Time Window to All Stops on the Route

To calculate the arrival time window, set the time range for the window and make sure the route has been planned successfully (with an “ETA” value for every stop).

For example, if the system calculated 12:00 as the estimated arrival time for a stop, and you want the customer to get a message that the delivery will arrive between 11:00 and 14:00, set the maximum early time to 1:00 (an hour) and the maximum late time to 2:00 (two hours). The time window is added to the message automatically.

Sending Automatic Messages to the Next Stops in Line as the Route Progresses

Messages are sent to the next X stops in line, by the number you set in the template. For example, if you choose 1, as soon as the first delivery is completed, the second stop on the route gets a message that the courier is on the way (usually the most popular message). If you choose 2, as soon as the first is completed, the third stop gets the message, and so on.

Note: There’s no trigger that sends the message to the first stop on the route, so you need to send that message manually from the route planning screen to start the automation.

Chat

Conversations are managed in an organized way, from a dedicated page in the system that gathers all the correspondence with customers.

• Every conversation opens from a pre-approved template - you can’t start a free-form conversation.
• Once the customer replies, you can continue the conversation freely for 24 hours.

After 24 hours from the customer’s last message, you can only send messages from approved templates.

Dynamic Variables

• Dynamic variables let you send every customer a personalized message with their name and address, the driver’s phone number, links (tracking and validation links guide), and many other types.
• Copy the dynamic variables exactly as they are into the message body.

For example, “Hello customer_name, your delivery is on its way”, the message sent is “Hello Dani Israeli, your delivery is on its way”, and so on for every variable.