Context

We are replacing the Notifications tab with the new Communications tab in the Task details screen. The purpose of this tab is to provide a complete, chronological view of all communication events related to a delivery and its recipient across multiple channels, including Email, SMS, WhatsApp, VoIP calls, and tracking page interactions.

The screen is intended to support three main use cases: operational follow-up, audit, and issue troubleshooting. It should allow internal users to understand what was communicated, through which channel, when it happened, whether it was successfully delivered or seen, and what content or metadata is available for investigation.

For dedicated articles on specific notification types, please refer to the links below:

Purpose

The Communications tab should make it easy for a user to answer questions such as:

Was the recipient contacted?
Through which channels?
What exact message or communication type was sent?
Was it sent, delivered, seen, failed, opened, clicked, answered, or missed?
Who initiated the communication: the system, the dispatcher, or the recipient?
What phone number or email address was involved?
In what chronological sequence did communications happen?
Are there enough details to investigate customer complaints or operational disputes?

Visual representation

Legend:

indicates an automatic action
indicates a manual action

The "New" button

The function of the New button is to open the option that allows the user to send manual notifications, as visualised in the screen below. Initially, when this view opens, all the SMS templates are presented with the "Send" button. If the user sends one of the manual notifications, the "Send" button converts into "Send Again". Every time a new manual message is sent, the "Sent" list stacks up, displaying the new entries.

Communications Tab Components

1. Email Channel

Purpose

Represents outbound and inbound email communication related to the delivery.

Title rules

Name of the Template. Example:

ETA approaching

Subtitle rules

Use recipient/sender identity:

outbound: To john.doe@gmail.com
inbound: From john.doe@gmail.com

If manually sent:

By Dispatcher Jon · To john.doe@gmail.com

Description rules

Email subject, truncated as needed. Example:

Your delivery is on the way

Status

Emails can have two statuses:

Sent
Failed

Information icon

(From/To) Email address
Status - Timestamp
Server response (if failed)
Template name (if automatic)
Subject
Content (formatted HTML body)

2. SMS Channel

Purpose

Represents text messages sent to or received from the recipient.

Title rules

Name of the Template. Example:

ETA approaching

Subtitle rules

outbound: To +32**********
inbound: From +32**********
manual action: By Dispatcher Jon · To +32**********

Description rules

Show SMS text preview, truncated as needed. Examples:

Your package from BRAND_NAME was delivered to ...
Please confirm your availability
Clicked link: Track my order

For failures:

Undelivered due to invalid number

Status

Sent
Delivered
Failed

Information icon

(From/To) Phone number - By User (if manual)
Status - Timestamp
Server response (if failed)
Template name (if automatic)
Content

3. WhatsApp Channel

Purpose

Represents outbound and inbound WhatsApp communications, including template messages and free-text/manual messages where allowed.

Title rules

For template messages, use the name of the Template

Examples:

package - on the way
package - arrived

For inbound messages:

WhatsApp - message → When the recipient sends a message
WhatsApp - reply → When the recipient replies to a message

Subtitle rules

outbound: To +32**********
inbound: From +32**********
manual outbound: By Dispatcher Jon · To +32**********

Description rules

Use the WhatsApp text content preview, truncated as needed. Examples:

Dear Jon, we received your order and will start the preparation...
Hello, can you please send your location...

For reply to call to actions:

Event	Description
Start conversation	Reply: The recipient accepted to start the conversation
Location request	Reply: <address text> - <coordiantes>
Schedule request	Reply: 10:00 - 12:00 on Tue 24th May

For failures:

Message failed due to expired conversation window

Status

Sent
Delivered
Seen
Failed
Received → When the recipient sends a message
Replied → When the recipient replies to a CTA message

Information icon

(From/To) Phone number - By User (if manual)
Status - Timestamp
Server response (if failed)
Template name (if automatic)
Content
- Template / free text: text message
- Reply to action: formatted content based on the call to action
  - Accept conversation: The recipient accepted the conversation
  - Location submitted: text address (if available) and map with a pin

4. VoIP Calls Channel

Purpose

Represents call attempts and call outcomes between operations users and recipients.

Title rules

Outgoing call
Incoming call

Subtitle rules

outgoing: By Driver Jon · To +32**********
incoming: From +32**********

Description rules

For answered calls:

Duration: 00:01:02

For missed calls:

No answer

For failed calls:

Call failed due to network error

Status

Answered
Missed
Failed

Information icon

(From/To) Phone number - By User
Status - Timestamp
Server response (if failed)
Duration
Transcript (if available)

5. Tracking Page Channel

Purpose

Represents recipient interactions with the tracking page or delivery journey page.

Supported event types

Event type	Description
`tracking_page_viewed`	Tracking page opened
`tracking_task_scheduled`	User completed scheduling
`tracking_task_rescheduled`	User changed the schedule
`tracking_delivery_instruction_changed`	Delivery instruction submitted. Fields: instructions, floor and elevator
`tracking_building_information_changed`	Building information submitted. Fields: floor and elevator
`tracking_additional_services_changed`	Additional services submitted. Fields: categories
`tracking_rating_submitted`	User submitted the rating. Fields: rating and comment
`tracking_survey_submitted`	User submitted the survey. Fields: metadata survey

Title rules

Event	Title
`tracking_page_viewed`	The tracking page was viewed
`tracking_task_scheduled`	Task scheduled
`tracking_task_rescheduled`	Task rescheduled
`tracking_delivery_instruction_changed`	Delivery instructions updated
`tracking_building_information_changed`	Building information updated
`tracking_additional_services_changed`	Additional services updated
`tracking_rating_submitted`	Rating submitted
`tracking_survey_submitted`	Survey submitted

Subtitle rules

By recipient
By Dispatcher Jon

Description rules

Show a concise summary of the action:

Event	Title
`tracking_page_viewed`	Tracking page opened when the task was in Progress: Status
`tracking_task_scheduled`	`18:00 - 20:00` on 20th May 2026
`tracking_task_rescheduled`	`18:00 - 20:00` on 20th May 2026
`tracking_delivery_instruction_changed`	Delivery instructions value
`tracking_building_information_changed`	Floor: 5. Elevator: Yes
`tracking_additional_services_changed`	Categories value (only those visible in the recipient portal
`tracking_rating_submitted`	Rating: 4. Comment: ...
`tracking_survey_submitted`	X questions answered (based on how many metadata where filled in)

Status

Visited
Received
Failed (not available at the moment)

Information icon

Status - Timestamp
Title
Field: Ex:
- Instructions: ....
- Rating: 5 stars
- Floor: 4
- Elevator: No

Notes

Please note that part of the notification components, such as VOIP or WhatsApp, need to be configured following a sync and internal setup from the CSM side.

Should you have any questions regarding the Convestations tab or notifications components, do not hesitate to reach out to your CSM representative or to the support team.