Customizing Customer Notifications

Last updated: April 9, 2026

Nash's notification platform helps you personalize customer messages via SMS, email, or webhook. This feature maintains brand consistency and keeps customers informed throughout the delivery process.

Components of a Notification

Notifications include three key parts:

  • Trigger: The event or condition that initiates the notification.

  • Message: The customizable content sent to customers.

  • Destination: The recipient of the notification.

Understanding these components ensures effective customization and management of your notifications.

How to Customize Messages

Follow these steps to personalize notifications:

Note: SMS notifications are already enabled for your organization through Nash's shared Twilio messaging service. No API key configuration or Twilio credentials are required—you can create notification triggers immediately.

  • Sign in to the Nash Portal and go to Settings > Triggers.

  • Select an existing notification or create a new one.

  • Edit the content in the message section and add variable text options for personalization.

Using Variable Text Options

Variable text options are placeholders that automatically insert delivery details. Common options include:

Variable

Description

{{ customer.first_name }}

Customer's first name

{{ customer.last_name }}

Customer's last name

{{ customer.phone_number }}

Customer's phone number

{{ customer.email }}

Customer's email address

{{ pickup_business_name }}

Pickup business name

{{ job_tracking_link }}

Delivery tracking link

{{ dropoff_eta }}

Dropoff estimated time of arrival

{{ job_id }}

Unique job identifier

{{ pickup_datetime }}

Scheduled pickup date and time

{{ dropoff_datetime }}

Scheduled dropoff date and time

{{ dropoff_business_name }}

Dropoff business name

{{ proof_of_delivery_photo_url }}

Proof of delivery photo link

Example of a Customized Message

Pickup Complete notification example:

Hello {{ customer.first_name }},
Your order from {{ pickup_business_name }} has been picked up and is on its way!
Estimated delivery time: {{ dropoff_eta }}
Track your delivery here: {{ job_tracking_link }}
Thank you for your business!

This message uses variables to include the customer's name, business name, estimated delivery time, and tracking link.

Best Practices for Customizing Messages

  • Keep messages concise and informative.

  • Include only relevant details for each notification stage.

  • Use a friendly, professional tone that matches your brand.

  • Test messages to ensure variables work correctly.

  • Mind SMS character limits.

  • Align the trigger, message, and destination with each notification.

Tailored notifications enhance customer satisfaction and ensure smooth delivery communication.