Notification with a link allowing customers to confirm or reschedule a visit or delivery

When the field service operations or deliveries are scheduled, you can send notifications to your customers with a link allowing them to confirm the date and time slot or to reschedule the visit. In order to set up notifications to confirm or reschedule visits, just follow the steps below:

• Set up the notification template
• Set up the confirmation/rescheduling link
• Send notification with a confirmation/rescheduling link
• Define authorised rescheduling days

Set up the notification template

1. Go to the “Settings” module.
2. Click on the tab “Notifications”.
3. Click on “Notification templates”.
4. Click on the button “Add”.

   

5. Select the media “Text message” or “email”.
6. Select the type “Manual notification from AntsRoute”.
7. Determine the name for interne use. For example, 'Notification with rescheduling link'.
8. Set the toggle on “Enabled”.
9. Click on the AntsRoute icon to custom the message content.
10. Add the variable “Delivery confirmation/reschedule link”.
11. Click on the “Save” button.

    

Set up the confirmation/rescheduling link

Case 1: Enable confirmation only

1. Go to the “Settings” module.
2. Click on the “Notifications” tab.
3. Click on “Confirmation / rescheduling link”.
4. Set the “Link validity period” in days.
5. Add a “Title” for the page.
6. Add a “Quick description” which is displayed below the title.
7. Add a “Description following successful confirmation” which is displayed as soon as a customer confirms an appointment.
8. Add an “Error message” which is displayed in the event of an error when confirming or rescheduling an appointment.
9. Click on the “Save” button.

   

Case 2: Enable confirmation and rescheduling

1. Complete the steps outlined in “Enable confirmation only”.
2. Activate the “Enable the customers to reschedule their deliveries” option.
3. Set a “Maximum detour” in kilometres.
4. Set the “Time slots” that customers can choose when rescheduling an appointment.
5. Add a “Description following successful rescheduling” which is displayed as soon as a customer validates the rescheduling of an appointment.
6. Click on the “Save” button.

   

💡 The maximum detour is a maximum number of kilometres of detours accepted, i.e. time slots are available to customers taking into account their geographical distance from appointments already scheduled.

☝️ Good to know: On the right-hand side of the screen, you can access a preview of the confirmation and rescheduling link.

☝️ Good to know: You can customise the style of the confirmation and rescheduling link. To find out more, read this support article.

Send notification with a confirmation / rescheduling link

Once you have defined this notification template with a link allowing the customer to confirm or reschedule an order, you can now notify your customers. Just follow the steps below:

1. Go to the “Organize” module.
2. Click on the tab “Map”.
3. Select the date on which the routes are scheduled.
4. Click on the button “Notify customers”.

   

5. Select the template created during the previous step.
6. Select the customers to whom you want to send a notification.
7. Click on the button “Notify customers”.

   

💡 To send a notification to your customers, you must have entered the email address and/or phone number in international format in the customer's record. For example, +447600123456.

💡 When a customer confirms a delivery or field service operations, the step changes to the status “Confirmed” in green in the agenda. However, if a customer decides to reschedule an order, this step is directly moved to the chosen date.

Define authorised rescheduling days

If you send notifications with links enabling your customers to reschedule a service or delivery, you can define authorised rescheduling days. 

💡 To access this function, please contact our support team by email or on +33 7 82 95 83 08.

Let's take the example of sending notifications from the “Agenda” tab:

1. Go to the “Organize” module.
2. Click on the “Agenda” tab.
3. Click on the “Notify customers” button.

   

4. Select a notification template that includes a rescheduling link.
5. Select the customers you want to notify.
6. Click on the “Notify customers” button.

   

7. Tick the “Define authorised rescheduling days” option.
8. Click on the “Add” button.

   

9. Select a date or period.
10. If necessary, add a second period by clicking on “Add”.
11. Click on “Notify”.