Rulesets are collections of rules that govern when the dropdown menu should trigger messages being sent to end users. When order statuses change and they meet certain conditions or rules, then the system will send the messages.
When you first log in to the dropdown menu, you’ll see no rulesets listed. After you set up a default ruleset and begin using the service, each account that is imported into the dropdown menu will have a ruleset listed. Users can sort or search for a particular account ruleset and can edit individual account rulesets. Any changes to the default ruleset will automatically be applied to every account that has inherited the default ruleset and has not been changed.
Adding Conditions
Before setting up the Default ruleset, you need to add a list of conditions to the system. Conditions are essentially user-friendly aliases for common values within the system.
Navigate to the Configuration Menu with the gear icon and select the conditions screen. Once there, select the Edit Custom Values icon next to the Order Status section. Even if you don’t plan on using all of the conditions to create rulesets, you’ll want to add all order statuses to this list.
There are two parts to the conditions, the name, and the value. Add the name and then value and hit add. Once the list is complete, click Update to save.
| Name | Value |
|---|---|
Order Created - This is not Being Used at the Moment | 1 |
Order Scheduled | 2 |
Order Shipped/Driver Out For Delivery | 3 |
Order Scheduled On Route Outside of Time Window | 4 |
Customer Up Next | 5 |
Order Rescheduled | 6 |
Order Removed From Route | 7 |
Order Delivered | 8 |
Order Complete - This is not Being Used at the Moment | 9 |
Driver Running Behind, no SLA violation | 10 |
Driver Running Behind, SLA violation | 11 |
Driver Running Ahead, no SLA violation | 12 |
Driver Running Ahead, SLA violation | 13 |
Order Complete/Rejected - This is not Being Used at the Moment | 14 |
Not all rulesets available are required, customers can pick the ones most applicable to their business and goals. Some customers might want notifications only to trigger when orders are delivered, others might want messages sent when an order is out for delivery when it’s running early or late, or various other combinations.Creating Default Ruleset
The rules (and message templates discussed later) for this Default ruleset will automatically be applied to every account that is imported into the dropdown menu from DRTrack. Specific account-level rulesets can be changed, but will initially inherit the properties of the Default.
To begin, click Create New Ruleset:
NOTE: If the ruleset is not called DEFAULT, the sync between DRTrack and CCM will fail.
Rule Name: Name of the actual rule.
Rule Description: Description of the rule.
Email Template: Which email template should be used by the rule.
SMS Template: Which SMS template should be used by the rule.
Defined Condition: Select which list of conditions should be used for the rule.
Operator: Tells the system how to evaluate the rule.
Value: list of conditions that the order status should be compared to.
Only Trigger Once: no matter how often the order status is met, this setting will let the dropdown menu know only to send the message once. For example, if an order is running late and the ETA progressively gets worse, a new message will not be generated each time the ETA changes.
Fill in the rule name and description using the information in the chart below.
Select the email and/or SMS template you want to use for the message.
Leave the Rule Operator dropdown menu set to AND.
Select Order Status from the Defined Condition dropdown menu.
Select EqualsTo from the Operator dropdown menu.
Select the Appropriate Condition for the rule from the dropdown menu for Values.
Click Add.
Click Save.
Order Running Ahead by 30 Minutes. In this case, there are three conditions that need to be met:
- ETA still within Time Window
- Order Status is Out for Delivery
- ETA Before Planned by 30 minutes.
| Rule Name | Rule Description | Condition(s) to Select in menu:[Value] dropdown menu |
|---|---|---|
Order Scheduled | Order has been Scheduled by the shipper | Order Scheduled |
Order Shipped/Driver Out for Delivery | Order is currently out for delivery | Order Shipped/Driver Out for Delivery |
Order Scheduled on a Route outside of TimeWindows | Order has been scheduled at a time that falls outside the TimeWindows | Rule Operator: And Defined Condition 1: Order Scheduled Defined Condition 2: ETA Outside SLA |
Customer Up Next | The Customer is the next stop on the Route | Customer Up Next |
Order Rescheduled | Order Has been Rescheduled and the planned times have changed | Order Rescheduled |
Order Removed From Route | The order has been taken off of the planned route and has not been rescheduled on another route | Order Removed From Route |
Order Delivered | Order has been delivered | Order Delivered |
Driver Running Behind, no SLA Violation | Driver is currently running behind scheduled and ETA is within TW’s | Multi-Condition: Order Status: Out for Delivery ETA Within SLA ETA After Planned > X |
Driver Running Behind, SLA Violation | Driver Running Behind and puts the ETA outside of the TW’s | Multi-Condition: Order Status: Out for Delivery ETA Outside SLA ETA After Planned > X |
Driver Running Ahead, No SLA Violation | Driver is running ahead of scheduled and ETA is within the TW’s | Multi-Condition: Order Status: Out for Delivery ETA Within SLA ETA Before Planned Planned > X |
Driver Running Ahead, SLA Violation | Driver is currently running ahead of scheduled and the ETA is Outside of the TW’s | Multi-Condition: Order Status: Out for Delivery ETA Outside SLA ETA Before Planned > X |
Names and descriptions do not have to match the chart exactly but should be named something easy to understand.
Creating Messaging Templates
Message templates, E-mail, and SMS allow companies to tailor the messages being sent to their end customers. Depending on the medium, the templates can include pictures, links, and special formatting so the dropdown menu customers can drive brand recognition and provide the maximum value possible.
Once you create a template for SMS or email, it can be applied to any rule inside any ruleset. This means, that in theory, the users can create special templates for each customer if they wish.
To create a template, click on an existing ruleset or create a new ruleset. Select the notification template menu to see the template editor. On the left-hand side will be a list of all templates currently being used in the ruleset.
Type in a template name that matches a condition from the condition list and a description of that template. The name/description should also indicate if it’s for SMS or e-mail.
Set your time format. For US customers, it should be set as
hh:mm:tt.Set your date format. For US customers, it should be set as
MM/dd/yyyy.Type in a Subject Name for the messages that are being generated. Subjects are only used for Emails and not SMS:
Dynamic order data like order numbers can automatically be added to sections of the message, including the subject. To include these, just type in the text you wish and then these fields for different order data. For example:
{{receiver.firstName}}, Your Order(s){{order.content}}have been delivered.The following fields can be used to represent dynamic data in the subject line or body of the message:
{{order.content}}: a comma-separated list of order numbers.{{order.externalId}}: a single order number, but provides the GUID, not the actual Order Number.{{receiver.firstName}}: the first name provided as the contact information via the user field on the order.{{receiver.lastName}}: the last name provided as the contact information via the user field on the order.{{receiver.firstName}}{{receiver.lastName}}: the full name provided as the contact information via the user field on the order.{{receiver.email}}: the email address provided as the contact information via the user field on the order.{{receiver.phone}}: the phone number provided as the contact information via the user field on the order.{{order.address.name}}: the name of the account for the order.{{order.address.streetAddress}}: the shipping address for the order.{{order.address.postalCode}}: the zip code for the order.{{order.address.city}}: the city on the order.{{order.address.state}}: the state on the order.{{time order.eta}}: the time of the ETA for the order.{{date order.eta}}: the date of the ETA for the order.{{time order.sla.startTime}}: the time window open time.{{date order.sla.startTime}}: the time window open date.{{time order.sla.endTime}}: the time window close time.{{date order.sla.endTime}}: the time window close date.{{order.status}}: shows the current order status.{{customerPortalUrl}}: contains the link to the tracking portal.
Type in the body of the message:
This can be plain text, plain text with dynamic content from above OR can benefit from rich HTML for heavy formatting including hyperlinks, images, or other stylistic choices.
Currently, there is no WYSIWYG editor, but there are plenty of free HTML editors with previews available online including:
Create your body on the right-hand side of the screen using their WYSIWYG editor and the HTML is generated automatically on the left. Copy the HTML into the dropdown menu.
After creating the body, hit the update template button and the work is complete.
To see a preview of the message in an SMS or HTML in the actual medium, the best method is to navigate to the configuration menu and use the Send Test Email and Send Test SMS functionality. Copy the message body and subject into the text box and send an email or text to a recipient of your choosing to ensure it meets expectations.
Please note that SMS messages should is limited to 160 characters per message or they are broken into segments and the end recipients will receive multiple text messages (1/N, 2/N, etc.)
NOTE: The date format should be capitalized in the notification template editor. MM/DD/YYYY will provide the appropriate ETA. mm/dd/yyyy will display the minute of the ETA, rather than then month of the ETA.