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Delivery Pickup Reminder Messaging

How Pickup Reminder Messages Work

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Written by Sam S
Updated over a week ago

Our system helps you stay in touch with delivery customers without sending too many reminders. There are two settings in your Delivery Routes that control how often texts are sent:


Opt-In Text Reminders for Will Call Customers

This allows opt-in sms for your will call customer to recieve reminder sms's about you being available for pickup the next day (only if the customer is already set onto the route).

How frequently should we send the Opt-In Text Reminders?

This allows you to set how often we are sending your route customers these opt-in to pickup.

1. “Send based on customer reply frequency” (recommended)

This setting automatically adjusts the timing of reminder messages based on how recently and how often the customer engages.

  • If the customer has replied YES, received a reminder, or made a sale in the past 7 days, no message is sent.

  • If not, we follow a gradual schedule based on how many unanswered reminders have already been sent:

    • 0 previous attempts → send immediately

    • 1 attempt → wait 1 week

    • 2 attempts → wait 2 weeks

    • 3 attempts → wait 3 weeks

    • 4 or more → wait 4 weeks (maximum delay)

This pacing helps reduce message fatigue while still encouraging re-engagement.


2. “Always send”

With this setting, pickup reminders are sent on a regular schedule regardless of customer activity or past replies. This option may result in more frequent messages and is best used for highly engaged customer bases.


Messages Will Not Be Sent If:

Regardless of the setting, reminders are automatically skipped if:

  • The customer already has a pickup or delivery scheduled

  • They had a pickup/delivery scheduled for tomorrow, which was cancelled

  • They use lockers for service

  • They have deliveries due before tomorrow

  • Tomorrow isn’t one of their regular delivery days

  • They’ve been inactive for over 2 months, and your settings exclude reminders for inactive customers



When a Customer Replies

  • If they reply with YES or Y, a pickup will be automatically scheduled for the next available day on their route. (This could be same-day if they reply before the route cut-off)

  • If their message is longer than 18 characters, it won’t be processed automatically it will appear in the communication module & the store will need to handle it manually.

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