Messaging and inbox

Shipora has two related messaging surfaces: order threads (can include the customer) and the driver inbox (dispatch ↔ driver only).

Order message threads

Each order can have a conversation that includes:

• Customer (via the tracking page, when messaging is available)

• Dispatch (web console)

• Assigned driver (mobile Messages / order context)

Use order threads for delivery-specific issues: gate codes, “I’m outside”, substitutions, ETA questions.

Visibility to customers

Dispatch can send messages that are hidden from the customer when needed (internal notes to the driver). Prefer that over putting internal instructions in customer-visible text.

Driver inbox (dispatch ↔ driver)

Separate from customer chat: a direct inbox between dispatch staff and a driver. Use it for shift-level communication (“take Downtown after 5”, “come back for a redrop”) that isn’t tied to one order—or when you need a dedicated staff channel.

Drivers use the Messages tab in the app. Dispatch uses the inbox / messaging UI in the console header or driver context.

Who can message

• Participant: Owner / Admin / Dispatch manager · Can message: Customers (order thread), drivers (order thread + inbox)

• Participant: Driver · Can message: Dispatch (and order thread participants as designed)

• Participant: Customer · Can message: Dispatch / thread via tracking page when enabled

Best practices

• Keep customer-visible messages short and professional—they’re part of your brand.

• Put apartment/gate codes in the order notes *and* confirm in chat if needed.

• Don’t rely only on SMS outside Shipora if you want history on the order.

• @mention patterns (when available) help notify the right teammate in busy inboxes.

Next steps

• Customer tracking pages

• Assigning drivers