Help Center updates
Last updated: November 10, 2026
What's new and what's changed in the Nash Help Center, newest first. We update articles as the portal and driver app change, so check here when something on screen doesn't match what you remember reading. For changes to the product itself, see the Nash release notes.
Some features covered here are available to some organizations and not others. If an article describes something you don't see, reach out to Nash.
November 10, 2026
New articles
Contract eligibility. See why a contract wasn't eligible walks through the delivery's contract eligibility page: every contract version a provider tried, rule by rule.
Order intake form (beta). How the order intake form works and Set up an order intake form cover the public form your customers use to request deliveries.
Email sender. Set up a custom email sender covers sending workflow and notification emails from your own domain.
Rule books (beta). How rule books work and Review a rule book and check runs cover the record of your planning rules and how optimization runs measure up against them.
Updated articles
Rescheduling. Update a delivery time is rewritten around the Reschedule drawer, with matching changes in Reschedule and edit deliveries, Edit a delivery, and Reassign a delivery.
Quotes. The Not eligible, Not in strategy, and Unavailable tags on a delivery's quotes, in Read a delivery, See why a provider didn't quote, Fix a delivery stuck in Created, and How dispatch works.
Workflows. Every trigger, condition, and action in the builder, including Job Updated, Send a webhook, Notify provider: ready for pickup, Generate document, the Contract condition, and the Order dispatched rule, in the triggers, conditions, and actions, actions, and variables references, plus run statuses in Monitor workflow runs.
Route grid. The Late tile, version switcher, route totals, and adding unassigned orders to a version's routes in Plan routes in the grid view; the timezone button and Zones layer in Work with orders and routes on the map.
Execute. Exception history on the route Activity tab in How exceptions work, and the empty-state buttons in Find routes in Execute.
Widgets and orders. The order intake form in Widgets, the Widgets settings reference, and the Order fields reference.
October 29, 2026 — Execute
New articles
Execute. A new section for the live queue of dispatched routes (beta): Execute at a glance, How Execute works, and the Execute fields reference.
Monitor live routes. Find routes in Execute and Save and share Execute views.
Change a live route. Reassign a live route, Resequence a live route, Move and split stops on a live route, Rename or cancel a live route, and Request an order cancellation on a live route.
Exceptions. Raise, triage, assign, and resolve problems on live routes: Exceptions at a glance, How exceptions work, Add an exception to a route, Triage and resolve exceptions, Assign exceptions, Manage exception types, and the Exception types and severity reference.
Updated articles
Route notes. Add notes to a route now lives in the Execute section, with the current tab list.
Routes. Pointers to Execute for what happens after dispatch, in Routes at a glance, How routes work, and the Route fields reference; and a link to exception types from Settings overview.
October 29, 2026
Updated articles
Routes (Grid view). Parking routes and orders, dragging columns into your own order, sorting by a second column, the Routes and Stops tiles counting loads and delivery stops, dropping stops on Unassigned, and optimizing and applying a version to live routes, in Plan routes in the grid view.
Route edits. Reorders that put a drop-off ahead of its pickup aren't accepted, in Plan routes in the grid view; adding orders to a route that's already over capacity asks you to confirm, in Edit a route; and what happens when a resequence can't run, in Re-optimize a route.
Route map search. Find a customer's order from the Routes map search, in Work with orders and routes on the map.
Delivery status. Hover a status badge to see how long the delivery spent in each status, in Monitor delivery status and Handle failed deliveries.
Cancel a delivery. The new cancel dialog, its cancellation fee line, and choosing which deliveries in a batch to cancel, in Cancel a delivery.
Proof of delivery. Full-screen photos with arrow-key navigation and Open in new tab, in Review proof of delivery photos.
Orders. Address Line 2 on Create Order, in Create an order manually; order documents on the delivery page, in Read an order; and new map display field sources and the Currency and Weight formats, in Configure order map display fields.
Details on hover and select. Where details now open across the portal, in Read the delivery summary, Contact delivery provider support, Generate and manage API keys, Store inventory field reference, and Set up dispatch automations.
Dispatch automations. Route by item size with Max Item Length, Width, Height, Weight, and Items Volume, in Set up dispatch automations.
Workflows. The Set windows method on Reschedule order, which also runs while an order is being created, in Workflow actions reference; units in field labels and the Current local time condition, in Workflow triggers, conditions, and actions; and the Provider and Provider Delivery Reference fields, in Workflow variables reference.
Operating hours. The new Dropoff cutoff and the updated meaning of Pickup cutoff and Closing, in Set operating hours and dispatch behavior and its reference.
Notifications. Removed the retired Delivery Note Added trigger from Notification events and variables reference.
Tracking page. Pick a Progress Bar Color, in Brand your tracking page; shared and legacy tracking domains and the Create short links on this domain switch, in Use short and branded tracking links.
Drivers. Disabling a driver removes their driver app access, and a driver is disabled before being removed as a member, in Driver availability and status and Manage users and roles; searching drivers by External ID, in Manually assign a delivery; and driver-group users adding and editing drivers in their groups, in Add and edit a driver.
Fleet settings. Require arrival confirmation at pickup, dropoff, or return stops, in Fleet settings reference and Driver group settings.
Driver app. Opening a route before check-in, in Fill out driver forms; the I've Arrived step and updated delivery instructions, in Run a stop, pickup to dropoff; and the failure reason when you reject the last item at a drop-off, in Handle exceptions.
October 28, 2026
New articles
Split a batched delivery. Divide a dispatched route into new deliveries — one per stop with Split All, or groups of stops with a driver for each using Manual Split. See Split a batched delivery.
Merge deliveries. Combine two or more deliveries into one batch from the Deliveries list. See Merge deliveries.
Updated articles
Editing routes. Corrected the split and merge guidance: the route drawer's Split and Move to another route are for draft routes, and dispatched routes are split or merged from the Deliveries list, in Edit a route.
Wording. Plainer wording in several how-it-works articles, including How routes work, How deliveries work, and How orders work. No behavior changes.
October 16, 2026
Updated articles
Routes (Grid view). A broad refresh of the grid: how selecting routes works, the per-route Stops tables, dragging orders and stops on the map, the Summary tiles and plan-metrics band, trying changes in a version, and the Unassign, Export, and Route Actions on the toolbar, in Plan routes in the grid view.
Route map. The route list's sort options and its default order, in Work with orders and routes on the map.
Providers. The read-only Rate section that shows what a contract charges in the provider drawer, in Manage providers.
Fleet settings. Skip item marking is now chosen per stop type — pickup, dropoff, or return, in Fleet settings reference.
Shift templates. An optional Vehicle on a shift template, in Shift templates.
Editing routes. The Resequence the changed routes switch that re-solves stop order as you edit, in Edit a route.
October 14, 2026
Updated articles
Driver pay. Questions about pay or payouts go to the company you drive for, in View your earnings.
Refunds. Why an approved refund can be less than the order value, in Refund eligibility.
Providers. Nash can't give you access to a provider's own dashboard; use Nash analytics instead. See How providers work.
API keys. Send the
Nash-Org-Idheader with a multi-organization key, in API key scopes and permissions.Missing items. Send missing or replacement items by duplicating the delivery, in Duplicate a delivery.
Live Monitoring. The Health Status Settings reference times, thresholds, labels, colors, and defaults, in Monitor deliveries live.
PIN verification. How Pincode Verification works, in Dispatch strategy settings.
Shopify. The
include-nash-deliveryandexclude-nash-deliveryproduct tags, and what to check when an excluded product still shows local delivery, in the Shopify settings reference.Delivery timeline. The Add Custom Event fields, in Track delivery progress on the timeline.
October 12, 2026
Updated articles
Fixed links to the Workflows overview. Links in six articles pointed to an old address for the workflows overview. They now go straight to Workflows at a glance.
October 9, 2026
Updated articles
Deliveries table. New optional columns for Assignment Time, Pickup Arrival Time, and Dropoff Arrival Time, and a Show Time Between Steps setting that shows how long each step took. See the delivery fields reference.
Optimization. After you save a run as routes, View Routes takes you straight to them, from the optimize drawer or from Activities. See Optimize orders.
Workflows. Only send once per order on email, SMS, Slack, Teams, destination, and AI agent call actions, in the workflow actions reference and Monitor workflow runs. The Delivery Window Cutoff trigger in workflow triggers, conditions, and actions. New Current Task Status and Current Delivery Status conditions with status pickers, so order triggers can test where the delivery stands (for example, a canceled job), in the same article and the workflow variables reference.
Delivery windows. Leave Max Capacity empty for a window with no limit, and see each window's capacity on the calendar. See Schedule delivery windows with templates. Calendar blocks now read Dispatched once every booked order is dispatched, in the delivery windows overview.
Driver app. The Display package list description setting, in the fleet settings reference and driver group settings. Scanning one barcode for a whole order, in Capture proof of delivery. Canceled orders show greyed out and marked Canceled on the pickup's Packages List, and scanning one warns you not to load it, in Run a stop, pickup to drop-off.
Tracking page. Your brand color now colors the header only, in Brand your tracking page.
Assigning a provider. When a delivery's strategy uses Dynamic mode, its recommended quote is marked in the quote list. See Manually assign a delivery.
Shifts. A planned or active shift whose route is dispatched now shows Dispatched on the calendar, in Schedule and edit shifts.
Delivery timeline. Driver route activities read by name, such as Lunch Break started, in Track delivery progress on the timeline.
Routes. Calculate Timing and Recalculate are no longer limited by organization, in Reoptimize a route.
October 7, 2026
New articles
Configure SMS notifications with Nash or your own Twilio account: send SMS from Nash's built-in sender or your own Twilio account, and text drivers with
{{courier.phone_number}}.Set up dispatch automations: apply the right dispatch strategy to every order automatically with if/then rules under Orchestrate ▸ Workflows - Automations, plus a default strategy for everything else.
Updated articles
Dispatch strategies. The dispatch strategy articles now explain that strategies are applied automatically through dispatch automations, which don't need the Workflows beta. The two routing recipes show how to do the same with a dispatch automation. Set up a dispatch strategy now covers Never exceed the first selected delivery fee.
Roles. Manage users and roles now describes Admin as having the same permissions as the Owner, and Billing Admin as Operations plus billing.
API keys and webhooks. Generate and manage API keys explains that a key belongs to the user who generated it. Set up and manage webhooks lists the event types you can subscribe to.
Navigation fixes in Set up customer notifications, Set operating hours and dispatch behavior and Manage providers.
October 5, 2026
New articles
Help Center updates: this page, a running log of what changes in the Help Center.
Updated articles
Shifts. Export your shifts, edit the file, and upload it again to update them in bulk. The upload matches each row by its shift ID, and the file can now carry planned break minutes. See Import shifts by CSV. Shift templates work the same way: see Create and use shift templates.
October 2, 2026
New articles
Find and act on orders by pasting IDs: paste a list of order IDs to find those orders and act on all of them at once.
Create an empty route: start a route with no orders and add stops to it later.
Use short and branded tracking links: shorter tracking links, optionally on your own domain.
Work with orders and routes on the map and Configure order map display fields: planning orders and routes from the map view.
Add notes to a route: leave notes on a route for your team.
Set up a Driver Group Admin user: give someone admin rights limited to their own driver groups.
View an agent's reports: read the reports a Nash Agent produces.
Updated articles
Tracking page. The whole section now follows the editor's Before, During, and After delivery tabs, and covers rating scales, the support URL, and the customer verification settings. Start with How the tracking page works.
Dates and preferences. Date range presets, the business day start time, the map starting point, and the audit log in Set your organization defaults. Personal date presets and the shared date picker in Personalize your account and Customize your views. The Cmd/Ctrl+K page jump in Navigate the portal.
Routes. Routes articles now cover editing the stop sequence, the empty-route starting point, route notes, and the current route fields. See Routes at a glance.
Orders. Review filters and failed-optimization reasons in Optimize orders, and map updates in Work with orders and routes on the map.
Driver app. Locking when a stop has more than one pickup, the update prompt, the camera flash, and order history, in How the driver app works and Run a stop, pickup to drop-off.
Fleet. The Go Active form type and form submissions export in Build and edit a form. The shift drawer's Details, Route, and Activity tabs in Schedule and edit shifts.
Deliveries and workflows. Masked call history on the delivery timeline, and SMS and email recipients chosen by contact, role, or destination in the workflow actions reference.
September 30, 2026
New articles
Nash Driver App Demo: a walkthrough of the driver app from a driver's point of view.
September 29, 2026
Updated articles
Widgets. Every widget now has an embed snippet, including the ETA Chip, Delivery List, and Delivery Details. See Embed a Nash widget on your site.
September 22, 2026
New articles
See why a provider didn't quote: show unavailable providers and read the reason each one didn't quote.
Check if an address can be served: get a quote before you promise a delivery.
Dispatch a scheduled order: how much notice providers need, and when scheduled orders dispatch.
Route by distance: a workflow recipe that sends orders to different dispatch strategies by driving distance.
Updated articles
How dispatch works and Dispatch failure reasons: coverage, distance, lead time, and what happens when a delivery is reassigned.