> ## Documentation Index
> Fetch the complete documentation index at: https://help.bodharouteplanner.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Notifications

> Automatically notify your customers about their deliveries with email and SMS updates from Bodha Route Planner.

> [!NOTE]
>
> Customer notifications are available on the **Pro** plan. [Compare plans](https://help.bodharouteplanner.com/help/plans-and-pricing.md) to see all included features.

## Overview

Bodha Route Planner can automatically send notifications to your customers at key moments during the delivery process. Notifications keep customers informed, reduce "where is my delivery?" calls, and improve the overall delivery experience.

## Notification types

| Notification | When it's sent | Channels |
| - | - | - |
| **Route dispatched** | When you dispatch the route to drivers | Email, SMS |
| **Driver approaching** | When the driver is near the delivery location | Email, SMS |
| **Delivery completed** | When the driver marks the stop as delivered | Email, SMS |
| **Delivery failed** | When the driver marks the stop as failed | Email, SMS |

## Setting up notifications

### 1. Enable notifications

1. Go to **Settings → Notifications**.
2. Toggle on the notification types you want to send.
3. Choose the channel for each notification type: **Email**, **SMS**, or **both**.

### 2. Customize message templates

Each notification type has a customizable template. Click **Edit Template** to modify:

* **Subject line** (email only)
* **Message body** — Use merge tags to personalize messages with dynamic data:

| Merge tag | Replaced with |
| - | - |
| `{customer_name}` | The recipient's name |
| `{driver_name}` | The assigned driver's name |
| `{company_name}` | Your organization name |
| `{delivery_date}` | The scheduled delivery date |
| `{time_window}` | The delivery time window (if set) |
| `{tracking_link}` | A live tracking link for the customer |
| `{stop_address}` | The delivery address |

### 3. Ensure stops have contact information

Notifications are sent to the **email address** and/or **phone number** on each stop. Make sure your imported stops or manually added stops include:

* **Email** — Required for email notifications
* **Phone number** — Required for SMS notifications

Stops without contact information are silently skipped when notifications are triggered.

## Live tracking links

When customer notifications are enabled, each notification can include a **live tracking link**. When customers click this link, they see:

* The driver's real-time position on a map
* Estimated arrival time (ETA) that updates as the driver moves
* The delivery status (upcoming, in progress, completed)
* Basic delivery details (time window, address)

Tracking links are unique per stop and automatically expire after the route is completed.

> [!TIP]
>
> Including a tracking link in your "Route dispatched" notification dramatically reduces inbound "where's my delivery?" calls. Customers can check the link themselves instead of calling your office.

## Notification requirements

| Requirement | Details |
| - | - |
| **Plan** | Pro plan required |
| **Stop data** | Email and/or phone number on each stop |
| **Route status** | Notifications trigger only for dispatched routes |
| **Driver activity** | "Driver approaching" and completion notifications require the driver to be actively using the Bodha Route Planner Driver app |

## Troubleshooting

> **A customer didn't receive their notification**
>
> Check that the stop has a valid email address or phone number. SMS delivery depends on the recipient's carrier and country. Email notifications may land in spam — ask the customer to check their spam/junk folder and whitelist your sending domain.

> **Notifications are enabled but not sending**
>
> Verify that:
>
> 1. You're on the **Pro** plan
> 2. The notification type is toggled **on** in Settings → Notifications
> 3. The route has been **dispatched** (draft and planned routes don't trigger notifications)
> 4. The stop has a valid email or phone number

> **Can I send notifications in different languages?**
>
> Notification templates are set per organization. You can customize the template text in any language. If you serve customers in multiple languages, you can use general-purpose text that works across your audience.


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