Upcoming Arrival
1. Introduction
The Upcoming Arrival feature will enhance customer experience by providing real-time delivery status updates. It automatically generates and sends an Estimated Time Arrival (ETA) link to your customer once the delivery process begins.
The core benefit is transparency: When the customer clicks this link, they can track the live location of the deliverer.
2. Initial Configuration
To start using this feature, you must first navigate to Upcoming Arrival
3. Feature Explanations with Benefits
The Upcoming Arrival feature enables proactive communication, ensuring customers are ready to receive their items.
ETA Link
A link containing the estimated time of arrival (ETA) is automatically created and sent once the delivery completes.
Email Subject Editing
You can enter and customize the email subject so customers immediately know the purpose of the message.
Message Body Editing
You can freely edit the message that will be sent to your customers, allowing for personalized language and important details
Personalization Tags ($)
Entering the dollar symbol ($) reveals options that you can insert and edit directly into the body of the email, saving you time.
Preview Window
Before saving, you can see the preview of the exact message that will be sent, ensuring it looks professional and accurate.
Live Location Tracking
The link allows the customer to track the live location of the delivery (or deliverer).
Outgoing Email
Option to enable sending the ETA link via email.
Outgoing SMS
Option to enable sending the ETA link via text message.
4. Setting Up Customer Notifications
This is the primary action you will perform: choosing the communication channels for the ETA and live location link.
Access the Configuration: Navigate to and click on Upcoming Arrival (see Initial Configuration steps above).
Enable Email Communication: Select the option to enable outgoing emails.
Enable SMS Communication (Optional): Select the option to enable outgoing SMS.
Insert Personalized Information (Optional) To include dynamic information (like a customer's name or specific appointment details), enter the dollar symbol ($). This will show options you can use to edit the body of the email.
💡 Tip: Using personalization tags makes the message feel more direct and professional.
Review the Message Content (Recommended): To confirm the customer experience, select the option to see the preview of the email.
Save Your Settings: Once you are satisfied with the enabled channels and the preview, click on save.
The customer will receive the following email.
5. Productivity Tips
Here are a few ways to maximize the effectiveness of your upcoming arrival communications:
💡 Dual Channel Communication: Consider enabling both outgoing emails and outgoing SMS. Using both methods ensures the customer receives the critical ETA information regardless of whether they check their inbox or their text messages first.
💡 Always Preview: Use the option to see the preview of the email before saving configuration changes. This is your chance to verify the message contains the link of the live location as expected.
⚠️ Understanding Trigger Points: Remember that the ETA link is sent once the deliverer completes the delivery phase (meaning, they are on their way to the customer). Ensure your operational definitions of "completes the delivery" align with when you want the customer to start tracking the live location.
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