Alert Center

New alert paks help reduce inbound calls by providing customers timely shipment details via their preferred channel, including what actions should be taken to ensure successful delivery.

Unlike previous exception notifications that required customers to visit a tracking page for more details, these new notifications are custom-tailored to specific delivery situations, and include any relevant actions that need to be taken by the customer. Convey alerts may be enabled or disabled as desired within the alert center, giving you more control over what communication will be automated versus proactively managed by your team.

These alerts are immediately available to any Engage Advanced customer. Stay tuned as we continue to iterate and expand the alert paks available. Learn more in our press release here. 

Custom Alerts

Transform your tracking page into a bi-directional communication channel. When things go wrong, let customers know you are on it. Proactively resolve issues and share updates through the tracking page, SMS, or email. For example: "Don't worry! A replacement is on the way with FedEx tracking number 784908982826"

This feature is immediately available to all Engage Advanced users and can be accessed from the shipment details page. 

Exception Resolution

The exception resolution toggle is designed to make resolving exceptions via the command center easier and more intuitive. After an exception has been addressed toggling to "Resolved" will remove the exception from the command center's active exception views. Additionally, within the all shipments you can now filter by both exceptions (unresolved) and exceptions (resolved). 

This feature is immediately available to all Engage Advanced users and can be accessed from the shipment details page.

Carrier Communication

When an exception requires further investigation or timely intervention, Convey’s new “Contact Carrier” function will allow you to communicate with carriers directly via the Convey platform. Conversations that occur through the contact carrier feature are tracked back to the shipment details record. Paired with the customer communication, internal notes and carrier tracking events already located on the shipment details record, this new feature will improve access to all relevant shipment activity from one unified view. 

This feature is scheduled to release October 15th and will be immediately available to all Engage Advanced users. Access will be from the shipment details page. Reach out to your client partner for more details. 

Thank you again for being a customer! We appreciate you being on this journey with us. If you have any questions or feedback, please do not hesitate to reach out!