Why Use Messaging Templates
Using Messaging Templates helps standardize the communication process between drivers and customers, ensuring that customers always receive professional and well-structured messages regardless of the driver handling the delivery.
This not only improves the customer experience, but also helps maintain a consistent brand image, reduce communication errors, and save drivers time when reaching out to customers.
Messaging Templates In Action
After the messaging template is created and configured by the supervisor (or any other concerned user) from inside the workspace's settings, the following steps can then be performed by the driver directly from the Driver App when contacting customers through WhatsApp:
From the itinerary page inside the Driver App, the driver accesses the corresponding customer's dropoff stop.
From inside the stop details page, the driver clicks on the WhatsApp icon under the Contact section.
The driver then selects one of the pre-created messaging templates.
After choosing the template, the driver clicks on the Send via WhatsApp button at the bottom of the screen.
Finally, the driver is redirected to WhatsApp, specifically to the corresponding customer's chat, where the message can be sent to start the conversation.
Important Note
The WhatsApp message can still be sent to the consignee even if the shipment has not been picked up yet. In other words, the message can still be sent even if the shipment’s pick-up stop has not been completed yet.
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