How to Configure Notification Triggers

Table of Contents

Simply put, Notification Triggers are automated messages sent externally to customers or internally to teams for important actions or steps during the delivery order process.

Each notification is broken down into two primary parts: defining the trigger and message, and identifying the audience. The trigger and message are defined in each Notification Trigger, and the audience is defined in the Contact Groups section at the bottom of the page. By separating the trigger and message from the audience, LB Delivery Dispatch makes it easy to send multiple notifications to the same audience.

Within the message section, you will have access to delivery-specific variables that you can use to customize the message to your end customer.

By default your account will have 3 customer-facing SMS notifications enabled, and 2 internal notifications that are disabled. To see these notifications and edit them if necessary, follow these steps:

Each notification serves a different purpose, so let's take a closer look at each one.

The default notifications sent to your end customer are all SMS messages that are triggered upon a status transition from the delivery provider. This means that your end customer will receive an SMS message as the delivery progresses to its eventual completion. All notifications can be easily customized to fit your needs and brand voice, but the default messages are described below.

The messages intended for end customers are configured, and enabled, by default. They are configured to automatically send an SMS message to the phone number that was provided as the drop-off phone number, typically the end customer.

Status transitions to "Pickup Complete"

The first default notification that is triggered happens as soon as LB Delivery Dispatch receives a "Pickup Complete" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

Your order from ##{{pickup_business_name}} has been picked up. Stay tuned for more text updates and track the delivery here ##{{job_tracking_link}}

The ##{{pickup_business_name}} and ##{{job_tracking_link}} are variables, as designated by the surrounding curly brackets, or braces, and will be replaced with information specific to each delivery.

The delivery tracking link can be used by the end customer to track the location, ETA, and eventual proof of delivery photo for their delivery.

Status transitions to "Dropoff Enroute"

The next default notification that is triggered happens as soon as LB Delivery Dispatch receives a "Dropoff Enroute" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

The driver is on their way. They should arrive by ##{{dropoff_eta}}.

The ##{{dropoff_eta}} is a variable, as designated by the surrounding curly brackets, or braces, and will be replaced with an ETA specific to each delivery.

Status transitions to "Dropoff Complete"

The final default notification is triggered as soon as LB Delivery Dispatch receives a "Dropoff Complete" status from the delivery provider. When this occurs, the provided drop-off phone number will receive the following SMS message:

Your order from ##{{pickup_business_name}} has been delivered.

The ##{{pickup_business_name}} is a variable, as designated by the surrounding curly brackets, or braces, and will be replaced with the pickup business name specific to each delivery.

The remaining notifications are intended to help your internal operations run smoothly. They are created by default, but not enabled, because the best recipient of these messages will vary. To enable these notifications, you will need to define where they get sent by creating a Contact Group, and then adding that Contact Group to the notification(s).

Job Created

The first default notification that could be triggered would happen as soon as a new delivery is created in LB Delivery Dispatch. This notification is helpful if you do not typically sign in to the LB Delivery Dispatch portal, but still want to be notified every time a new delivery is created. The default message that is sent is:

A new job has been created. Track here: ##{{job_tracking_link}}.

The ##{{job_tracking_link}} is a variable, as designated by the surrounding curly brackets, or braces, that will send you to the same job tracking link that your end customer will receive upon "Pickup Complete" status.

Job Reassigned

The final default notification on your account could be triggered as soon as a delivery is reassigned from one provider to another. This notification is helpful to keep track of which delivery provider is fulfilling an order. The default message that is sent is:

Task reassigned on job ##{{job_id}}. Track here: ##{{job_tracking_link}}.

The ##{{job_id}} and ##{{job_tracking_link}} are variables, as designated by the surrounding curly brackets, or braces, that are specific to each job. The ##{{job_tracking_link}} will send you to same delivery tracking link that your end customer will receive upon "Pickup Complete" status and will allow you to see the new delivery provider assigned to the delivery.

Enabling Internal Notifications

As described earlier, internal notifications are not active by default. In order to activate them you will need to create a Contact Group and add it to each notification. When adding a Contact Group, you can select to receive an SMS, email, Slack, and/or a webhook.

Once the Contact Group has been enabled, open the notification you would like to add it to. Scroll down toward the bottom of the window, and use the dropdown list in "Add Contact Group" to select the desired Contact Group. Finally, toggle the active/inactive switch to enable the notification.

Contact Groups are used for (and auto-populated by Lunchbox) Customer and Business Phone Numbers to send Notification Triggers to. To add an additonal new Contact Group, simply click Add New Contact Group and fill out the necessary information: