Send customers a tracking link
Last updated: August 16, 2026
Live delivery tracking is two things working together, in two different places: the tracking page the customer opens, and the notification that sends them the link to it. The page on its own is invisible — a customer only reaches it when a notification delivers them the link. So setting up customer tracking means doing both:
- Set up the tracking page — what the customer sees.
- Send them the link — with a notification that carries it.
Both live under Configure ▸ Tracking, on different surfaces; this walks the whole flow and links out to each part.
1. Set up the tracking page
On Engage ▸ Tracking Customization, choose what the page shows and brand it to match your business:
- Pick which sections and details appear — see customize your tracking page and the components reference.
- Add your logo, brand color, and footer — see brand your tracking page.
This is the page every tracking link opens, so set it up before you start sending links.
2. Send customers the link
The link reaches customers through a notification. On Engage ▸ Notification Triggers (see create a notification trigger for the full drawer):
- Type — Delivery Status Transition, and choose the delivery status that should send the link (for example, when the delivery is on its way, so the customer can follow it from then on).
- Message — write the update and insert the Job Tracking Link merge
field (
{{job_tracking_link}}), which becomes each customer's link to their own tracking page. - Send To — a destination that reaches the customer, such as their phone number by SMS or their email — see manage notification destinations.
Enable the trigger and save.
Tip
Your organization may already have default notifications set up that include the tracking link. Check the Triggers tab first — you may only need to review and customize an existing one rather than build a new one.
3. Keep customers in the loop (optional)
Once the basics work, you can add more:
- Send updates on more statuses (picked up, on the way, delivered) by creating a trigger for each — all with the same Job Tracking Link field.
- Collect feedback after delivery — see collect delivery feedback, which uses the same notification pattern to send a feedback link.
Related
- Customer tracking and notifications — the section overview.
- Set up customer notifications — how triggers, destinations, and merge fields fit together.
- Collect delivery feedback — the sibling end-to-end flow for post-delivery feedback.