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How Does It Work?
Communication is a very dynamic service of Onro Software that is designed to inform events to all software users who are involved in the order process. It can be used to define messages that are automatically sent to users through different channels when the order status changes.
An automated message defined in the communication service has seven parts:
- Order Type
In the following, we will examine the different parts of an automated message.
Recipients are users to whom the defined automated message is sent. These users are involved in the order process. In the creating of an automated message, one or more recipients can be specified. Recipients can be the following users:
- Individual Customer
- Business Customer
- Pickup Contact
- Dropoff Contact
Individual customer means a customer that is not a business customer. They typically don't use your service for business. For example, a user who places an order to get an on-demand courier to send a package to his friend.
Business customers, unlike individual customers, are users who use your services for their business. For example, a restaurant that uses your services to send its orders is a business customer.
The driver is one of the users of your business and plays a key role in fulfilling orders. In creating an automated message, the driver can be selected as the recipient
The person who creates the order as a customer may not necessarily be the Pickup user. Sometimes one person may even place an order for another or another person may be present at the place of the Pickup. Therefore, in entering the Pickup information in placing an order, it is possible to enter a phone which is actually the number of the Pickup user which is called the Pickup Contact.
The Dropoff Contact is a user of order who is typically in the Dropoff place. Because an order can have more than one Dropoff, the customer can enter the phone number of Dropoff Contact for every Dropoff separately.
Note: Currently, the only way to communicate with users who are registered in the order as the Pickup and Dropoff contact is their phone number. Since entering the phone number at the Pickup and Dropoff information is optional, these fields may also be empty and not filled in by the customer. In this case, the defined automated message will not reach the recipient.
For more information about Pickup and Dropoff Contact, see the following page:
Channels are ways of communicating with users. The three following channels can be used in sending automated messages:
- Push Notification
When the SMS is selected as one of the automated message channels, an SMS will be sent to the recipients through the SMS service provider that you are using.
If the Email is selected as one of the automated message channels, an Email will be sent to the recipients.
A push notification is a message that is "pushed" from the backend server to the user applications. In mobile devices, the push notification typically shows soon as it receives.
Note: In defining an automated message, more than one communication channel can be specified. For example, you can define an automated message that is sent through all three channels introduced above. But it is important to know that the message is sent to the user through these channels only when there is the channel's way to communicate with him/her. For example, if the recipients' numbers are not registered in the order information, an SMS will not be sent to them. Or, for example, if customers have not installed the Customer Application on their mobile phone, they will not receive a push notification.
The communication service sends automated messages based on the events specified in the message creation. These events are called Triggers which are typically order statuses or every event related to the order. There are ten triggers which just one of them can be selected in creating each automated message:
- Picked up
- Dropoff Done
- Customer Canceled
- Driver Canceled
- Support Canceled
All of these Triggers except the Dropoff Done are order statuses and will be happen when the status of the order changes. For more information about the order statuses, see the following page:
Each Dropoff has a status that is different from the status of the entire order. This status indicates whether the Dropoff operation has been completed or not. The change of Dropoff status is done by the driver but it is not necessary and the order can be completed without changing this status. Dropoff Done Trigger happens when the Dropoff status changes to the Done.
In defining an automated message, it is possible to specify the type of order. When the order type is specified, the automated message is sent only for orders that are of that specified type. For example, when the order type is On-demand, the defined automated message is sent only for this type of order.
Since automated messages are designed to inform users of the statuses of the order, it is important that the order information can be sent by these messages. In this regard, it is possible to enter order information through Tags. If a tag is specified in the automated message definition as part of the text, when the server sends that message, replaces the equivalent information of the order with that tag in the message text. The Information of order that can be replaced with equivalent tags are as follows:
- Driver Given Name
- Driver Family Name
- Driver Name
- Vehicle Plate
- Vehicle Color
- Vehicle Model
- Track Link
- Receipt Link
- Order Price
- Order Code
- Pickup Address
- Dropoff Address
Information that can be used as a tag has already been received from users in various parts of the software. For example, driver information is received when the driver registers and is in the database. Or For example, the data related to the order is received when the order is placed.
Messages usually have a title, regardless of whether they are SMS, Push notifications, or Emails. In automated messages, it is possible to enter a title for the message.
The body of the message is the main part of the message. When setting up an automated message, you can create a combination of static text and Tags in the Body section.