How to send notifications to customers and drivers from My hub

Notifications center is a feature that helps a company to communicate with their customers and drivers via in-app Notifications.

A company can use notifications to inform customers and drivers about service updates, company news, distribute customer promo codes, etc.

Every driver who starts a registration with the company is added to the pool of drivers who can receive company notifications.

Every customer who downloads a company’s branded app is added to the pool of users at the stage of either profile registration (when access to geolocation is shared) or when the first order with a pick-up in the company’s area is attempted.

At the creation of a Notifications campaign the audience is selected based on the last 30 days’ user activity.

This means that when a Notifications campaign is sent, the audience is formed based on a customer’s/driver’s activity within the last 30 days:

1.If a driver/customer is not logged into the app for over 30 days, they will not get a notification

2.If a driver/customer just opens the app when signed in within 30 days (even with no other activity on the profile tracked), they will get the notification.

A Notifications campaign can be created by a:

Access My hub > find section GROWTH > select “App notifications” > tap “Create Notification”

In General Settings of a Notifications campaign:

1. Switch the toggle “Show on the main screen until read” if you want to give this notification a Priority. Priority means that the notification will appear on the main app screen (the first screen the user sees when he opens the app) as well as be sent to the “Notifications” in the app.

If the toggle is off the notification will only be sent to the “Notifications” tab in the side menu of a user’s profile.

2. Define the Notifications campaign expiration date. Default expiration cycle is 90 days, with a minimum of 7 days and a maximum of 180. Once the Notifications campaign expires, the notifications will disappear from user apps. The campaign status in My hub changes to “Expired”. The expiration date and time is set as per a company’s timezone.

3. Select the audience of the Notifications campaign: Driver or Customer. One campaign can be sent to 1 target audience only.

Tap “Next” to proceed to fill out notification content:

4. Add a speaking “Title” to attract the attention of users. (the maximum is 35 symbols)

5. Fill out the “Message text” field with a catching message (the maximum is 1500 symbols)

6. Enable “Link/deep link” toggle to be able to send links/deep links along with your notifications

7. Add the link URL

8. Fill out the “Button text” field. This will be the text on the button, which a user can click to go down the “Link/deep link”.

9. Tap “Create” to finalize

IMPORTANT

Once a notifications campaign is created the notifications will not be sent to users for 30 minutes and the campaign will have Pending status. This is in case a company decides to delete the campaign, due to incorrect context, links, exc.

A company may have a maximum of 5 Notification campaigns in "Pending status".

One can search a Notifications campaign by “Title” and filter the campaigns by “Creation date”.

Click on the created Notifications campaign record to check its details.

1.General

Status: the status of the notifications:

- Sent

- Pending (campaign audience is being created)

- Sending (sending notifications for some campaigns with big user auditories may take hours)

- Failed (notifications not sent due to some technical disruption)

- Expired (once the campaign has expired)

Creation date - the date the campaign was created (in a company’s timezone)

Expiry date - the date the campaign expires (in a company’s timezone)

2. Audience

Estimated Audience - the estimated number of users the notifications were to be sent to at the time of audience formation/campaign creation.

Sent - the number of users the notification has been sent to. This number is updated dynamically, as the notifications for large audiences are being sent within a campaign creation.

App - the app the notification has been sent to (Customer or Driver).

3. Content

The copy-pastable link for a campaign with a “link/deep link”.

4. The display of the Notification in the app Notification centre of the app -

the way a user sees the notification in the app once opened.

When the Notification campaign is created, every user within the formed audience gets a notification in their apps.

1. a user will see the notification on the main screen if the campaign is a Priority one (the toggle “Show on the main screen until read” is on). The main screen of the app shows up to 5 notifications sent within the last 5 Notifications campaigns.

The notification on the main screen disappears with a status “Read” when clicked on.

2. a user will see the new Notification in the side menu > “Notifications”. Every new notification is marked with a red dot. Once the notification is clicked on and opened, the status changes to Read.

The notifications are sent to the “Notifications” in the side menu of the app for both Priority and non-Priority campaigns. They are stored there in both read/unread statuses, with the recent ones at the top of the list.

An opened notification has the following format:

1. Title

2.“Message text” = body

3. Button with a clickable “Button text” link (this part is available for Notification campaigns with “Links/deep links”)

a. A user can delete a notification from the app. Just access "Notifications" in the side menu of your app and swipe the notification to the left until the “bin” icon is seen.

b. A notification campaign can be deleted from My hub by a user with relevant access

The user with access should select “Delete” in the top right corner of Notifications campaign record. The action is irrevocable and completely erases all the data on:

One of the most efficient ways to distribute initial coupon codes to customers is via a deep link. Check how to create a deep link with a promo code for your customer app in the post Customer app deep link.

Once the deep link with a promo code is created, create a new “Priority” Notifications campaign in My hub and add the deep link to the relevant field.

Once the Notifications campaign with a promo code is created, a user in the target audience can:

1. open the notification

2. click on the button with the promo deep link

3. automatically receive a promo code to the Promo section of his app

To draw a user’s attention to a Notifications campaign a company may launch a parallel Firebase push campaign. For example, a company can:

1. create a promo Notifications campaign with a deep link from My hub (see the sample above)

2. send a Firebase push campaign to all customers with a message “Check "Notifications" in your app and get a 50% discount for your next ride”.

A Notifications campaign analytics is available in Google Analytics. One can track the statistics on the following events:

Notifications do not get delivered in roaming. This means that if a user is outside a company’s working zone at the time of a Notifications campaign, he is excluded from the campaign audience, regardless of his activity in the last 30 days.

Notifications are not sent to “traveller apps”. If a company allows “Service for travellers”, the travellers are not registered as company’s notifications users and, thus, not included into a notification campaign audience.

Along with a notification a user who is logged into an app profile can get a push notification on the device.

Push notifications are available for both Android and iOS users.

An Android user has to allow push notifications for My nub notifications on device:

Settings - More - Applications manager - Driver App - tick ”Show notifications" > enable “Important company info”.

An iOS user has to allow all app "Notifications" in Settings > Driver/Customer app > Notifications > Allow Notifications

A push notification contains:

1. Brand logo

2. Notification title

3. The “Message text” = body (displayed partially or fully depending on the side of the message)

If a driver/customer without an active order taps on the push notification he is redirected to the Notifications center in the Side menu of the app.

If an Android driver/customer has an active order and taps on the push notification, they are redirected to the order screen, not Notifications center in the Side menu of the app.

Stay tuned for news on push notifications availability for iOS.

Good luck with bringing your communication with customers and drivers to a new level via a smart usage on Notifications center!