Problem / Symptoms
Customers report that tracking SMSs or Emails are not being received
Internal tests confirm that SMSs or Emails are not being sent or received
Checklist for troubleshooting / escalating Customer Notification issues
In order to investigate or escalate effectively, it is essential to first establish:
If SMSs/Emails are failing to be sent or if they are failing to be delivered
Which event is responsible for triggering the SMS/Email (e.g. task started, driver on way)
Which mechanism is responsible for sending the SMS/Email (e.g. Bringg, 3rd Party SMS, webhook etc)
If the issue is affecting only SMSs, only Emails, both Emails and SMSs
Confirming if Notifications are Failing to be Sent or Received
You should absolutely start with these steps first…
Find a problematic order in the History tab in the Bringg Dashboard
Click on Activity Log
Filter by “Sharelocation” or “Customer Notification”
Review the lines displayed. These should be the SMSs/Email Notifications sent to the customer.
If no details appear here, the issue is most likely with triggering or sending.
If details appear here correctly, the issue is most likely with the transmission and receiving of the notifications.
Please take a screenshot - including a timestamp - to include for possible escalation purposes.
Confirming the Triggering Event(s)
Identify a problematic Order
Visit the Order page
Confirm the Order was completed successfully
Make a note of any Tags assigned to this Order
Make a note of any Tracking Links and their time/date
In the Bringg Dispatch Web App > Click on the profile icon > Click Settings
Open the Customer Notifications Settings Page
Review the list of events and confirm that the appropriate notifications are enabled and populated as required
Confirm if any recent changes were made to these settings
Once confirmed, open the Tags Settings Page
Select the Customer Configuration settings for the Tags associated with the problematic Order.
If no Customer Configuration settings are present, confirm if these were deleted or any other recent changes were made to these settings
Review the list of events and confirm that the appropriate notifications are enabled and populated as required
Confirm if any recent changes were made to these settings
Confirm if any Tag-level notification settings conflict or contradict the Merchant-level settings you saw on the Customer Notifications Settings Page
Confirming the Sending Mechanism
Please confirm with your Bringg Team how your SMS/Email notifications are configured to be sent. The options are generally:
Notifications are sent by Bringg - This is the standard/default method. We don’t actually send the SMSs or Emails ourselves but we send them via one of our preferred providers e.g. Twilio, MailChimp
Notifications are sent by Bringg via a custom provider - This is a custom setup where notifications are sent to an integrated SMS or Email provider of your choice. These providers are usually integrated on your request and are usually local to your customers.
Notifications are sent via webhooks - Bringg is configured to send notifications via “webhooks only”. On your side, you will have needed to build and maintain your own mechanism to receive these webhooks, and then to send the relevant information and tracking links to your customers/recipients via your own SMS/Email provider.
In the Bringg Dispatch Web App > Click on the profile icon > Click Settings
Open the Customer Notifications Settings Page
Confirm the “Sharing With Customer” setting is configured appropriately based on your chosen Sending Mechanism.
Confirm if any recent changes were made to these settings
Once confirmed, open the Tags Settings Page
Select the Customer Configuration settings for the Tags associated with the problematic Order.
If no Customer Configuration settings are present, confirm if these were deleted or any other recent changes were made to these settings
Confirm the “Sharing With Customer” setting is configured appropriately based on your chosen Sending Mechanism and does not conflict or contradict the Merchant-level settings you saw on the Customer Notifications Settings Page