How To Send Text / SMS When A Job Is Delayed

Users can send text / sms messages to their customers when there is a job delayed for the job. To set text / SMS triggers go to Settings > Notifications. Click on Text / SMS settings tab to set up the Twilio settings. Then, go to the Notification settings tab and click on the heading-to event trigger.


Job delayed event triggers a notification when the Live ETA exceed the ETA time defined for the job.


This event trigger is useful when the user wishes to inform the customer that there is a delay to the original planned ETA time.

  1. Click on the “job-delayed” to open a Update Notification page
  2. Select the type of job to trigger a job-delayed notification,
    • Jobs – trigger notification for all jobs
    • Delivery – trigger notification to delivery jobs
    • Collection – trigger notification to collections
  3. If you have a specific group of jobs that you want to trigger the job-delayed notification, select the group/s that you have preset by clicking on the Group box. You can choose multiple groups to trigger notification or leave it blank if you want to trigger notification for all jobs.
  1. Go to the Text / SMS tab.
  2. For the Send text / SMS to option, select the field containing the mobile number that you wish to notify when the event is triggered. This field is optional – you can choose not to send any text by not selecting any field.
    Tip: The Phone no. and Sender phone no. fields can be found in the Create Delivery form where you would usually enter the customer’s phone number.
    If you cannot find Sender phone no. in the form, go to Settings > Delivery and enable the field Sender phone no.
  3. If you wish to notify other recipients such as internal staff or 3rd party contractors, enter their mobile numbers (one per line) in the Other Fixed Numbers box provided. This field is optional – you can choose not to send any text to others by leaving the field empty.
  4. Type your customized text message in the Text / SMS body field.
  5. A tracking link will be included in your text message after the text body. The link, when tapped on smartphones, will send the recipients to a direct tracking page where they can easily track the status of their deliveries. The recipients will also be able to rate the Goods / Service, the Driver, as well as provide feedback regarding the delivery to you.
    Tip: if you do not wish to include a tracking link in your text / SMS, simply uncheck the Include tracking link option.
    To be able to collect ratings and feedbacks via the tracking page, you need to enable the fields Goods Service RatingDriver Rating and Feedback Remarks via Settings > Delivery > Fields.
  6. Click Save and send text notification button to send a sample text notification to the test phone # or click Save to save your settings.
    Note #1: the maximum number of characters for a text message is 160. If the resulting message is longer than 160, it will be broken down into two or more text messages and you will be charged accordingly in Twilio. Check out the text / SMS pricing at Twilio
    Note #2: our default text / SMS template may use up to 2 messages per notification. You may want to shorten it before you start sending notifications to your customers.

    To create a new notification, click on the Add Notification button, fill in the details and click Save.


    1. Navigate to Settings > Job > Fields.
    2. Enable ETA Time and Live ETA.


Jobs D1, D2, D3 and D4 were created with various ETA Time.

D.O. No. ETA Time Live ETA POD Time Time Difference
D1 8:00 8:00
D2 9:00 9:00
D3 10:00 10:00
D4 11:00 11:00

Assuming that the D1 is late by 30 mins, all of the subsequent jobs will have their “Live ETA” adjusted to 30 mins later, with an email / SMS notification being triggered to D2, D3 and D4 to inform them of the late arrival, as there is a delay in the job (Live ETA is later than ETA Time).

D.O. No. ETA Time Live ETA POD Time Time Difference
D1 8:00 8:00 8:30 30
D2 9:00 09:30 (+30)
D3 10:00 10:30 (+30)​
D4 11:00 11:30 (+30)

Next, assume that D2 is again late by another 60 mins, jobs D3 and D4 will have their “Live ETA” adjusted to 11:30 and 12:30 respectively. (+90 mins)

D.O. No. ETA Time Live ETA POD Time Time Difference
D1 8:00 8:00 8:30 30
D2 9:00 9:30 10:30 60
D3 10:00 11:30 (+90)
D4 11:00 12:30 (+90)

Continuing to job D3, assume that the driver managed to complete the job early, before the “Live ETA Time” at 11:00, the “Live ETA” Time of D4 will be corrected to 12:00 (+60 mins).

D.O. No. ETA Time Live ETA POD Time Time Difference
D1 8:00 8:00 8:30 30
D2 9:00 9:30 10:30 60
D3 10:00 11:30 11:00 -30
D4 11:00 12:00 (+60)

Kindly note that this job-delayed notification will only be triggered once for all of the jobs to prevent spamming the end-user.