Alert Types

Convey currently supports Standard, Exception, Appointment Scheduling and Advanced alerts. Below are examples of the notifications sent to your consumers. Please review our Alert Types Guide or the Alerts Center tab in Convey for more details and for information about copy.

Standard Pak Alerts
These alerts represent general transit-status updates. Your customer will receive them as a shipment moves along its journey to delivery. If the "Exception" alert is enabled, it will be sent to your customer in the event of any carrier exception, though it will not contain specifics.

In-Transit: Great news! Your [company] shipment is on its way.

Out for Delivery: Today’s the day. Your [company] shipment is out for delivery with [carrier].

Delivered: Your [company] shipment has been delivered by [carrier].

Exception: There seems to be an issue with your [company] shipment. 
Note: if your organization is using the exception-specific alerts detailed below, those alerts will fire instead of this general one. This alert will only apply for carrier exceptions that do not have a matching alert the "Exception Pak Alerts"

Exception Pak Alerts
These alerts are exception-specific and should be enabled if you want your customers to be given the specific details about a problem (as opposed to a general alert, as referenced above). Any carrier exception that does not have a matching alert listed here will generate the general Exception alert listed above. 

Attempted Delivery: [carrier] was unable to deliver your [company] shipment today, but is rescheduled for tomorrow.

Available for Pickup: Your [company] package is available for pickup with [carrier].

Damaged: We've detected damage to your [company] shipment in transit.

Delay - General: We've detected a potential delay with your [company] shipment.

Delay - Weather: We've detected a potential weather delay with your [company] shipment.

Incorrect Address: [carrier] needs you to confirm the address for your [company] delivery.

Remote Address: We've detected you may have a remote address, which could delay your [company] delivery.

Return to Sender: Your package is being returned to [company].

Scheduled for Next Day: [carrier] was unable to deliver your [company] shipment today, but is rescheduled for tomorrow.

Appointment Scheduling Pak*
These alerts help communicate to your customer when an appointment is needed for their large-item freight delivery. Please discuss applicability with your EAD before enabling.

Schedule Appointment: Your shipment requires a delivery appointment with the carrier and can now be scheduled online.
Note: This alert is only generated for shipments for which Convey supports delivery appointment scheduling on the customer-facing tracking page.

Appointment Confirmation: Date/time of the appointment you have booked with the carrier.

Appointment Reminder: A reminder of your scheduled date/time 24 hours before

*The Appointment Scheduling Pak will only appear when you have a Carrier that supports this functionality and must be enabled by your Convey Support Representative.

Advanced Pak Alerts
This alert is intended to remind your customer that a shipment is still on its way. It should be enabled if your organization expects long transit times for certain items./

Reassurance: This is a friendly reminder that your [company] shipment is on its way. 

Alert Center

Alerts Center enables control of alerts to enhance your customers’ delivery experience. Only users with the ‘Account Admin’ role have access to this view.

Subscriptions

Subscriptions for delivery status alerts are managed by Convey through Tracking Page. An end-user can subscribe to alerts via SMS and/or email.

Unsubscribes

For SMS, an end-user can text one of the following keywords to unsubscribe: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT. They will receive a confirmation reply with the following message, “You have successfully been unsubscribed. You will not receive any more messages from this number."

For email, the unsubscribe option is available in the footer of the alert email. This links subscribers to a branded unsubscribe page, which opt the subscriber out of all currently subscribed shipments for that brand.

Quiet Hours

Convey respects the evening and early hours of subscribers and does not send SMS alerts from 11 PM – 8 AM CT. SMS alerts are queued during Quiet Hours and the latest alert is sent after the current period ends. Email alerts are always sent in real-time.

Incoming SMS from Customer

Keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT

• Twilio sends a default response message and prevents future SMS messages to this user - "You have successfully been unsubscribed. You will not receive any more messages from this number."

• Convey gets a callback and unsubscribes the user in our system.

• Twilio sends a default response message and allows future SMS messages to this user - "You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply."

• Convey gets a callback and resubscribes the user in our system.

  Keywords: HELP and INFO

• Twilio sends a default response message - "Reply STOP to unsubscribe. Msg&Data Rates May Apply."

Any Other Message (other than the above)

Convey will get a callback and reply with a branded message (Ex. "Need help? Call (888) 365-0056 or visit us at https://support.uncommongoods.com").

Phone Number Options

Convey will obtain a long-code number for you for free or you can pay for a short-code number.

Twilio

Twilio provides APIs for Text Messaging, VoIP & Voice in the Cloud. This is Convey’s chosen platform for sending and receiving SMS messages.

Setup

Convey manages all aspects of setup and maintenance of Twilio services.

Pricing

An email address will be requested for billing setup, so SMS charges can be paid directly. Convey recommends loading the account with $20 and enabling the auto-reload feature. The amount can be increased or decreased at any time. More pricing details can be found on the Twilio website.

Alert Email Layout

Convey’s email alerts are simply informative. Emails are branded with a name, logo and button color.

Subscription Terms

Subscribers agree to the following terms when subscribing to alerts, which are accessible by clicking the ‘SMS Terms’ or ‘Email Terms’ links above the subscription form.

SMS Terms

By subscribing to text updates, you certify that this is your own number and that you agree to the SMS Program Terms and Conditions below. To opt out anytime, reply STOP.

You will be subscribed to receive text messages from [company], containing shipment status details about packages for which you request shipment status notifications. If you send an SMS to [company] requesting information, you agree to the [company] SMS Program Terms and Conditions and the Privacy Notice, and we may respond in one or more SMS messages. You represent that you have the authority to agree to receive SMS messages on the telephone number that you provided to us, or from which you sent the SMS request to us. Message frequency depends upon factors such as your activity, the number of packages in your shipment, and shipment events. Message and data rates may apply. SMS messaging is not available in all areas. Not all mobile devices or handsets may be supported. Convey and the mobile carriers are not liable for delayed or undelivered messages. This SMS service also is subject to the [company] Terms of Use and Privacy Notice .

Email Terms

By subscribing to email updates, you certify that this is your own email address and that you agree to the Email Program Terms and Conditions below. To opt out anytime, click UNSUBSCRIBE in any email update.

You will be subscribed to receive email messages from [company], containing shipment status details about packages for which you request shipment status notifications. If you send an email to [company] requesting information, you agree to the [company] Email Program Terms and Conditions and the Privacy Notice, and we may respond in one or more email messages. You represent that you have the authority to agree to receive email messages on the email address that you provided to us, or from which you sent the email request to us. Message frequency depends upon factors such as your activity, the number of packages in your shipment, and shipment events. Message and data rates may apply. Convey and the email providers are not liable for delayed or undelivered messages. This email service also is subject to the [company] Terms of Use and Privacy Notice .

Reassurance Alert

Some complex shipments have longer transit times, like international or large items, and receivers of those shipments can get antsy. Set up a Reassurance Alert to let your customers know that their orders are still on way and alleviate your Customer Care of more ‘Where is my order’ calls.

How does it work?

Reassurance Alerts can be scheduled to send if the customer is subscribed to receive Convey SMS or email delivery alerts. The shipment must be in ‘in transit’ status and not be in an exception state or have a delivery appointment set.

Sending Schedule

1 or multiple Reassurance Alerts can be sent per shipment. Each alert’s timing is defined by choosing the number of days to send from the shipment’s ship date.

Alert Template

A preview of the Reassurance Alert template is available in the Alerts Center. The alert is branded with the shipper’s logo, button color and name in the text.