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Set up automatic delay SMS

Written by Rasmus Hallgren
Updated over a week ago

Overview

Automatic delay SMS helps notify recipients when their delivery is significantly delayed, without requiring manual action from dispatchers.

Previously, delay messages had to be sent manually. With this feature enabled, the platform can automatically send a delay notification when a delivery passes a configured delay threshold.

This ensures that customers stay informed while reducing operational workload and avoiding unnecessary messages or spam.

To use this feature, you must configure both:

  1. The delay SMS message (in the delivery group)

  2. The automatic trigger (in the depot settings)

No automatic messages will be sent unless both are enabled.

How to configure the delay SMS message

  1. Navigate to the Delivery Group you want to configure.

  2. Open the SMS Events tab.

  3. Select the Delay event.

  4. Write the delay message you want customers to receive.

  5. Click Activate to enable the message.

Once activated, the message is ready to be used when the delay trigger is activated.

How to create the automatic delay trigger

  1. Navigate to the Depot where you want to enable automatic delay SMS.

  2. Scroll down to the Automatic delay SMS settings section.

  3. Enable the Automatic delay SMS functionality.

  4. Configure the following settings:

    1. Threshold time
      The number of minutes an order must be delayed before it becomes eligible for a delay notification.

    2. Confirmation time
      How long the system waits to confirm the delay before sending the SMS. This prevents messages being sent for short or temporary delays.

  5. Click Save changes.

Once saved, the system will automatically monitor deliveries and trigger delay notifications when the conditions are met.

Example

If:

  • Threshold time = 60 minutes

  • Confirmation time = 10 minutes

The platform will:

  1. Detect orders that are 60 minutes delayed.

  2. Wait 10 minutes to confirm the delay persists.

  3. If the order is still delayed by 60 minutes or more, the delay SMS will be sent.

Important notes

  • A delay SMS will only be sent if both the trigger and the message are activated.

  • The recipient must have a valid phone number.

  • Only one automatic delay SMS can be sent per order.

  • If a manual delay SMS has already been sent, the system will not send an automatic one.

  • The confirmation time helps prevent messages caused by temporary delays or route adjustments.

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