Customer Messaging
Keep Every Customer in the Loop. Effortlessly.
Your customers expect updates — arrival times, service confirmations, invoice reminders. DropHaul sends SMS and email automatically across over a dozen lifecycle events — with 6-stage delivery tracking on every message — then lets your customers reply and keeps the whole conversation threaded in one place.
Automated Triggers
Over a Dozen Lifecycle Events. Zero Dispatcher Effort.
From the moment a service is scheduled to the day payment clears, DropHaul can text and email your customers automatically. Thirteen triggerable events cover the full service and billing lifecycle — and each one is independently configurable per channel. Messages typically arrive within seconds of the triggering event.
- Service lifecycle: scheduled, rescheduled, en route, arrived, completed, cancelled
- Billing lifecycle: quote sent/expired, invoice sent/overdue, payment received/refunded
- Field operations: unit swap scheduled
- Each trigger independently set to SMS, email, both, or off
- Messages fire instantly when the event occurs
Preference Control
Set It Once. Override When You Need To.
Most tools give you a global on/off switch. DropHaul lets you set company-wide defaults for every event and channel — then override them for individual customers when needed. The most specific setting always wins.
- Company defaults: configure once, every customer inherits automatically
- Per-customer overrides: individual customers get exactly the channels they want
- Most-specific wins: a customer override always beats the company default
- Customers never see a settings page — your office manages everything
- Change a company default and every customer without an override updates instantly
Multi-Channel
Two Channels. One Conversation.
Meet your customers where they are. SMS and email feed into the same conversation thread — your dispatchers see a unified view regardless of how the customer replied. All delivery tracking in one place.
- SMS from your own dedicated 10DLC-registered business number
- Branded HTML emails with threaded reply support
- Both channels feed into a single conversation view
- Full delivery tracking on every message sent
- TCPA-compliant with automatic STOP/HELP keyword handling
- CAN-SPAM compliant one-click unsubscribe on every email
Cohort Targeting
Group Your Customers. Message Them Together.
Cohorts are named groups of customers that you create and manage. Set up cohorts for your VIP customers, your Tuesday route, your construction sites, your weekly-service accounts — whatever groupings make sense for your business.
When you need to send a branded email or group SMS to everyone on a Tuesday route about a holiday closure, pick the cohort and send. New customers added to that cohort automatically receive future messages — no one has to remember to update a list.
- Create cohorts by customer type, route day, service level, or anything else
- Send to one cohort or combine several — customers are de-duplicated automatically
- New cohort members receive future messages without manual list updates
- Per-contact channel control: SMS for this contact, email for that one
Need to reach everyone?
"All Customers" mode sends to every customer in your company with per-contact channel control — no cohort setup required.
Two-Way Messaging
Real Conversations. Not Just Blasts.
Automated messages and manual replies live in the same thread. Your customer texts back, and the response appears right below the automated notification that triggered it — with full context for whoever picks up the conversation.
- Automated and manual messages in one unified thread
- Customers reply via SMS, email, or a public web link
- Every message tagged with its source channel
- Typing indicators, read receipts, message reactions
- Full-text search across all conversations
- Service notes inline with messaging — no separate notes field
Delivery Tracking
Know What Landed. Know What Didn't.
Every message — automated or manual, one-to-one or broadcast — carries a 6-stage delivery timeline. Long-press any message to see exactly when it was queued, sent, delivered, opened, clicked, and replied to — each state timestamped by the carrier. No more "I never got that text" disputes.
- Full tracking: queued → sent → delivered → opened → clicked → replied
- Per-channel status: see SMS and email delivery independently
- Bounce and complaint detection with automatic suppression
- Failed deliveries alert the sender — configure whether owners and admins get notified too
Inbound Routing
Every Reply Finds Its Conversation.
When a customer replies by text, email, or the web link you shared, DropHaul routes it to the right conversation automatically. No manual sorting, no lost messages, no "who was this from?" moments.
- Text replies automatically land in the right conversation
- Email replies thread back without customers doing anything special
- Customers without the app can view and reply via a web link
- Every inbound message triggers a push notification for your team
Internal Communication
Your Team. Custom Channels. Full Control.
Customer messaging is only half the picture. DropHaul gives your team its own messaging system — purpose-built conversations with custom permissions for every thread. Set up a "Morning Dispatch" channel for all drivers, a "Billing Questions" thread just for office staff, or an "Equipment Reports" channel that only drivers and the yard manager can see.
- Create custom team conversations for any purpose
- Control who can post, who can view, and who gets notified
- Role-based permissions: owner, admin, dispatcher, driver
- Reactions so drivers can acknowledge without typing
- Threaded replies keep discussions organized
- Attachments: photos, PDFs, route maps
FAQ
Frequently Asked Questions
Related Features
Works Even Better Together
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