---
title: "Configure Customer Notifications"
slug: "configure-delivery-notifications"
tags: ["WISMO", "Notifications", "Customer Experience", "Implementation"]
updated: 2024-04-08T17:25:44Z
published: 2024-04-08T17:25:44Z
canonical: "help.bringg.com/configure-delivery-notifications"
---

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

# Configure Delivery Notifications

With Delivery Hub's Delivery Notifications feature, you can configure automatic SMS and Email notifications to your customers to update them in real-time as their orders are fulfilled.

By keeping your customers informed and giving them the power to actively track their orders using the tracking link, you can reduce WISMO (Where is My Order?) calls, boost customer confidence, and proactively alert customers to cancelations and delays. This also enables you to maintain your branding and establish a continuous line of communication to continue building a relationship with your customer.

If you don't have access to this feature, you can still set up that include a tracking number for each shipment, then send notifications through a third party. Learn more.

To access the Delivery Notifications feature, contact your Bringg customer service representative.

> Note
> 
> Delivery Hub sends Delivery Notifications to the email or phone number included in the **Billing Address** for each shipment.

## Before You Begin

- Determine the look, timing, and content of your notifications.
  - Discuss with your marketing team to ensure your messages align with your company's branding and communication strategies. For example, do you want to include Customer Support contact information when shipments are delayed, or share that information only when shipments are canceled?
  - Strategically choose notifications at specific milestones in the delivery process to limit notification overload and reduce SMS fees while keeping your customers informed and attentive to critical messages. For example, you might send notifications when an order is created, skip notifications when shipments are created, and contact customers again once the carrier has picked up their shipment.
  - Determine the HTML layout and content of email messages, including the subject line. Delivery Hub provides a default template if you don't add your own.
- Determine an alternate way to contact customers who opt out of receiving notifications.

## Configure Notifications

#### View and Enable Notifications

**Step 1** Go to **Settings > Delivery Notifications**. **Step 2** Select the **SMS** or **Email** tab. You can use only one method or send email for some events (such as Order Created) and SMS for others (such as Out for Delivery).

Note

Sending notifications via SMS incurs additional charges, which are added to your invoice.

**Step 3** Select a notification to view more details and options. You can then select **Hide Details** to collapse the notification and **Show Details** to expand it.

![](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/su-dh2_notifications_enable.jpg)

**Step 4** Enable the notifications you wish to send to your customers by selecting the toggle **![Switch](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/Switch.png)****.**

| Notification | Sent when... |
| --- | --- |
| **Order Created** | ... a new order is created in Delivery Hub. Send this message to reassure customers that their orders have been successfully placed. |
| **Shipment Created** | ... a new shipment is created. |
| **Shipment Ready to Be Picked Up** | ... a shipment has been booked and is ready for the carrier to pick up. |
| **Shipment in Transit** | ... the carrier has picked up the shipment and it is on the way to its destination. This status is less specific and can refer to any point between your shipping locations and the delivery address. There may be many events that occur while this status is active. |
| **Shipment Out for Delivery** | ... the shipment is with a driver and is scheduled to be delivered to the delivery address the same day. |
| **Shipment Delivered** | ... a shipment has been delivered to the customer's address. This notification is an opportunity to continue communication and finalize the delivery on a positive note with the customer. |
| **Order Delivered** | ... the entirety of an order has been delivered to the customer's address. It is best to choose either the **Shipment Delivered** or **Order Delivered** notification to avoid sending duplicate messages. |
| **Shipment Canceled** | ... a retailer cancels one shipment of an order. For example, a customer might cancel one item from their order because it is expected to arrive too late. When only one shipment exists for an order, and that shipment is canceled, customers might receive this notification in addition to the **Order Canceled** notification. |
| **Order Canceled** | ... a retailer cancels an order. This usually occurs at the customer's request or when the order cannot be fulfilled. |
| **Shipment Canceled by Carrier** | ... the carrier cancels before pickup. If you use Shipping Rules, Delivery Hub automatically assigns this shipment to the next available preferred carrier. Otherwise, a new carrier must be manually assigned. |
| **Shipment Exception** | ... there is an unexpected problem or delay with a shipment. When carriers send more information, customers can find an explanation for the delay on the tracking page. |
| **Package Exception** | … there is an unexpected problem or delay with a package. When carriers send more information, customers can find an explanation for the delay on the tracking page. Available when carriers send updates on the package level. |

#### Create an HTML Email Template

(Optional) To create an email notification using custom HTML, select **Create HTML Template**, then paste your HTML and select **Save** on the HTML window and again on the main notifications page**.** If you need to change the HTML, you can always return and select **Edit HTML Template** to update it.

#### Edit Templates and Add Variables

For SMS and email notifications, you can use or update the default content provided for each notification.

To customize messages for each customer and order, add variables that Delivery Hub automatically replaces with order details for each message. To add a variable, make sure your cursor is at the correct location in the text box, then select the variable or type the phrase surrounded by two curly brackets.

![Sample notification including variables, and a preview of the message with the variables replaced with customer details. For example, "customer name" surrounded by two curly brackets on each side is replaced with the customer name, for example "Jenny."](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/su-dh2_notifications_variable_preview(1).jpg)Select Preview to see what your message looks like for customers

Tip

As you draft your notifications, Delivery Hub displays the number of characters and the resulting number of SMS to be sent per message. The character limit per message may vary per carrier. Each SMS is added to your invoice, so to save on costs, it is best to avoid sending multiple messages for each notification.

| Variable | Description |
| --- | --- |
| **@carrier** | The carrier booked to deliver this shipment. |
| **@customer_name** | The receiving customer's full name. |
| **@delivery_address** | The delivery address for this order. |
| **@eta_date** | The date when the delivery is expected to arrive. Note While ETAs are often provided to let you know by when a shipment is expected to arrive, the date and time are not always known, especially at early points in the delivery journey. It is best to add this variable only when you are sure the information will be provided. |
| **@fulfillment_id** | The shipment's fulfillment ID. This information is less likely to be useful for the customer as it relates to the way that an order is split between shipping locations. |
| **@fulfillment_source_id, @order_source_id, @shipment_source_id** | The ID for this shipment, fulfillment, or order in an external system, such as your OMS. |
| **@order_id** | The overall order ID. This number is most useful for notifications that refer to an entire order, such as the Order Created or Order Canceled notifications. |
| **@products_table** | (Email only) Includes a list of products included in the shipment, including item quantities and SKUs. |
| **@service** | (Email only) The service level for the booking, such as Standard or Express. |
| **@shipment_id** | The shipment ID number. |
| **@support_url}}**, **@support_email**, and **@support_phone** | The link, email, or phone number that customers can use to get in touch with you. Add this information in **Settings** > **Account** > **Branding**. |
| **@tracking_number** | The number your customer can use to track this order. This is particularly important if you don't include the tracking link. |
| **@tracking_url** | A link to Delivery Hub's customer-facing Delivery Tracking UI, which customers can check at any point to view an overview of their order. Once a shipment is created, they can also view the current delivery status and shipping history. [Learn more](/delivery-hub/docs/customer-tracking). |

#### Add Languages

Add more languages to reach more customers.

![User flow to add language](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/su-dh2_notifications_language_add(1).jpg)Select the + symbol to add additional languages, then select a language tab to add content

**Step 1** Select the ![Vector(4)](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/Vector(4).png) icon and choose languages from the dropdown list.

**Step 2** Select a language tab to add alert content (including subject lines for email templates). Please note that there are currently no default messages for languages other than English.

**Step 3** If you are sending order information to Delivery Hub via API, make sure that the `locale` parameter in the `customer` object is populating with the customer’s language.

#### Preview and Save Notifications

To see how your messages appear to customers, select **Preview.**

**Step 1** Select **Save** to finalize your changes.

Tip

Selecting **Discard Changes** deletes all of the text you added. If you want to save your changes but you are not ready to enable messages, you can disable specific notifications by turning off the toggle. Then, select **Save** to preserve your drafts to edit and enable at a later date.

**Step 2** If you are using a staging account, you can test delivery notifications by simulating the progression of shipping statuses. [Learn more](/delivery-hub/docs/test-shipment-tracking).

**Step 3** To view a list of messages that could not be sent or received, go to **Settings** > **Integrations** > **Logs.**

## Customize “From” and BCC Emails

You can configure the sender email address that appears in the “from” field when your customers receive emails from Delivery Hub. This email should end in `@bringg.com`.

You can also add a “BCC” address to automatically forward emails to a specified address.

To add email addresses, go to **Settings > Account > Branding**.

![](https://cdn.document360.io/a18074ef-073a-4ab1-bcab-12625715280e/Images/Documentation/su-dh2_notifications_emailaddress.jpg)

Use the Bringg Delivery Hub to seamlessly connect to the world’s leading delivery providers while maintaining full visibility and control of your operations and customer experiences. This means that you can easily manage your personalized network of delivery providers like a natural extension of your own business. With Bringg, your consumers see your brand at every delivery touchpoint, from checkout through to receiving their deliveries on the customer experience page, even when you use delivery providers. Browse our delivery provider network spanning hyper-local, parcel, white-glove, big and bulky, and green fleets (to name a few); then choose the provider which fits your needs best.

For example, set up Bringg to offer express installation orders first to your local green DP, but if they are not available, offer the order to one of two DPs that provide installation services, whichever can reach the consumer fastest. At the end of the month, see how many orders each of the DPs delivered, and adjust your contracts accordingly.

Each fulfillment contains at least one shipment, which is created using the Shipments API or when a user packs fulfillment inventory and makes at least one attempt to book a carrier.

Fulfillments can be split into multiple shipments. For example, if some of the inventory is unavailable for the first shipment, it can be sent in a subsequent shipment.

A single shipment can contain several packages.

Shipments may be referred to as *consignments* outside of Bringg.

A delivery provider (DP) offers their fleet of vehicles to fulfill orders on behalf of the shipper. carriers promise different levels of service, cover specific territories, and may specialize in different types of goods and services, such as parcel retail, restaurant, and grocery delivery. You can add more carriers to expand your service coverage by finding the best fit for your business in our carrier catalog.

There are two types of carriers:

1. Carriers are often the more established carriers with their own branded fleet of vehicles and drivers, which they offer to shippers to fulfill their orders. Carriers can typically deliver higher volumes and a wider variety of goods around the world, and can therefore batch planned orders together, sometimes several days in advance, to offer shippers cheaper rates.
2. A crowd-sourced last mile carrier uses independently contracted drivers to populate its fleet. Since the drivers usually use their own vehicles, this type of carrier often fulfills hyper local orders that require more immediate fulfillment (on demand, same day, or next day orders). Their wide pool of local drivers enables them to offer cheaper rates for these deliveries.

Each shipping location in Delivery Hub has its own shipping accounts, schedule, and shipment preparation time.

- A distribution center is a location where you fulfill orders but do not serve walk-in customers. It may also be a location where you accept and process returns.
- A store serves walk-in customers in addition to shipping orders.
- A dropoff point is a location where customers can drop off returns. It might be a location otherwise unrelated to your organization, such as a convenience store.

Each shipment can contain multiple **packages**. A package refers to the physical goods that are shipped, including packaging and inventory. You might hear packages referred to as *parcels* outside of Bringg.

One order can include several **fulfillments** that Delivery Hub displays only in the shipping location where a packer will fulfill one part of the order. Fulfillments include the list of inventory for that location and requested service levels.