How the Driver App Download Message System Works at Chain
Chain's Driver App Download Message system is a sophisticated automation that ensures drivers receive timely notifications to download the Chain Driver App for shipment tracking. Here's how it works:
What Triggers App Download Messages?
The system automatically sends messages to drivers in several key scenarios:
1. When a driver is assigned to a shipment: As soon as a driver is assigned, the system schedules a message to encourage them to download the Chain Driver App.
2. When shipment details change: If key shipment information changes, such as appointment times or shipment status, the system reevaluates whether messages need to be sent or rescheduled.
3. Based on appointment timing: Messages are strategically timed, typically sent a few hours before the pickup appointment, ensuring drivers have the app installed before they need to start tracking.
How Messages Are Scheduled
When an event like driver assignment occurs:
1. The system creates a unit of work with shipment details and driver information.
2. It retrieves the company's app download configuration settings, which define message content and timing rules.
3. Based on appointment times, it calculates the best time to send the message - usually a few hours before pickup.
4. The system schedules a Step Function (AWS workflow) to trigger at the calculated time.
5. If a driver is unassigned, any scheduled messages are automatically canceled.
Message Delivery Process
When the scheduled time arrives:
1. The system checks if the message is still relevant (e.g., the shipment hasn't been canceled and the driver is still assigned).
2. If the driver is already using the app for tracking, no message is sent.
3. Otherwise, the system sends a personalized SMS message with a link to download the Chain Driver App.
4. The system records that the message was sent and updates the driver's message status.
5. If configured, follow-up messages can be scheduled based on company settings.
Customization Options
Companies can configure:
- Custom message text with placeholders for shipment details
- How far in advance of pickup appointments messages should be sent
- Follow-up message schedules if drivers don't download the app
- Whether to enable or disable the messaging feature entirely
Benefits of Automated App Download Messages
- Higher tracking compliance: More drivers download the app and provide tracking
- **Reduced manual outreach**: Dispatchers don't need to call drivers to request app downloads
- Better timing: Messages arrive when they're most relevant to drivers
- Consistent communication: All drivers receive standardized, professional messages
This automated system ensures drivers have the tools they need when they need them, creating a smoother experience for everyone involved in the shipment process.
Frequently asked questions:
What is the Driver App Download Message feature?
The Driver App Download Message feature automatically sends SMS messages to drivers prompting them to download the Chain Driver App. These messages are sent at strategic times during the shipment process, eliminating the need for your team to manually reach out to drivers.
When are messages sent to drivers?
Messages are typically sent at specific trigger points:
Shortly after a driver is assigned to a shipment
A few hours before the pickup appointment (configurable)
At follow-up intervals if the driver hasn't started tracking with the app (if configured)
Can I customize the message content?
Yes! You can customize the text message sent to drivers. The message editor supports placeholders like {{workspace.displayName}} and {{appLink}} that will be automatically replaced with your company name and the download link.
How do I turn this feature on or off?
In the Chain platform, navigate to Settings > App Download Configuration. Here you can toggle the feature on or off and customize your message settings.
If I unassign a driver, will they still receive messages?
No. When a driver is unassigned from a shipment, any scheduled messages are automatically canceled.
What happens if a driver is already using the app?
If a driver is already actively tracking a shipment with the Chain Driver App, the system is smart enough not to send them download reminders.
Can I schedule different messages for different times?
Yes, you can configure multiple messages with different timing rules. For example, you might set up an initial message 4 hours before pickup and a follow-up message if the driver hasn't responded.
Will this feature send duplicate messages if I assign multiple drivers?
Each assigned driver will receive their own messages according to the configured schedule. The system tracks which drivers have received messages to avoid duplication.
How does the App Download Message system work behind the scenes?
When a driver is assigned or shipment details change, our system evaluates if a message should be scheduled. It creates a scheduled task (AWS Step Function) that will trigger at the appropriate time. When that time arrives, the system sends the SMS and records that the message was delivered.
What triggers message scheduling?
Messages are scheduled when:
A driver is assigned to a shipment
Shipment appointment times change
A customer creates or updates their message configuration
What cancels scheduled messages?
Messages are automatically canceled when:
A driver is unassigned from a shipment
A shipment is marked as delivered or canceled
The shipment is deleted
The destination appointment time has passed
The tracking end time has passed
How can I tell if a driver has received a message?
In the shipment details view, you can see the messaging status for each driver under the Driver section. It will show if messages have been scheduled, sent, or canceled.
What information does the system need to send messages properly?
The system requires:
Valid driver phone number with country code
Shipment pickup appointment time (for optimal timing)
Active app download configuration for the customer's workspace
Can customers track how many messages have been sent?
Yes, the system keeps track of message counts and timestamps. Customers can see this information in the driver details section of each shipment.
What happens if a customer's configuration is deleted?
If a customer deletes their app download configuration, no new messages will be scheduled. However, any messages that were already scheduled will still be sent unless explicitly canceled.
What should I do if a customer reports messages aren't being sent?
Check the following:
Verify the app download configuration is enabled
Confirm the driver has a valid phone number
Check if the driver is already tracking with the app (which would prevent messages)
Look at the shipment status (delivered/canceled shipments don't trigger messages)
Verify the appointment times are in the future
How quickly after driver assignment is a message scheduled?
The system processes driver assignments within minutes. If the configuration is set to send messages immediately, the driver will typically receive the message within minutes of being assigned.